Chordiant, The Customer Experience Company™

Published 6th March 2006

New vision will transform the way businesses align and manage customer retention strategies to ignite higher levels of profitability across the enterprise...

London, March 6, 2006 Chordiant Software, Inc. (NASDAQ: CHRD), the leading provider of Customer Experience (Cx™) software and services, today announced that it is pioneering a new standard for enterprise software. By providing technology that anticipates customer intentions and individually recommends actions to optimise the customer experience, Chordiant’s Cx solutions help enterprises to deliver the best possible customer experience. Chordiant’s market-leading position is underscored by the fact that it has recently been selected by leading global enterprises including Wachovia, ING, O2, Capital One and HSBC.

To date, companies have struggled to engage with customers regarding their individual interests and choices in a dynamic, multidimensional way. Instead, most organisations rely on unsophisticated mass-marketing techniques, such as direct mail or email, which relate to customers based upon predefined criteria. This approach lacks the flexibility and intelligence to dynamically react to a real customer conversation. Today, businesses recognise the need for customer-centric transformation; aspire to inject the personal touch or individual treatment to each interaction; and acknowledge these areas as key to providing a strategic differentiation for the marketplace.

Key industry analysts identify customer experience management as critical to a business’ success. The top four CRM topics identified by analysts are: building and managing customer loyalty; creating a single view of the customer; creating a customer-centric enterprise; and managing/improving the customer experience. They point out that every experience is a valuable part of shaping brand perception. Companies that strive to effectively manage, measure and improve every single customer interaction are rewarded with higher customer retention and revenue.

Chordiant’s new vision enables customer experiences to become more personalised through a powerful combination of predictive models, business rules, behavioural characteristics and sophisticated decision logic. By blending insight into the customer with agile business processes, Chordiant Cx solutions increase operational productivity, customer loyalty and lifetime value for greater profitability.

“We firmly believe that Chordiant’s Cx solutions provide the ultimate customer experience for businesses today,” said Steven Springsteel, CEO and President of Chordiant. “Our new vision raises the bar to where every business interaction becomes a personal experience. This strategy represents the next level of maturity for Chordiant from our strong leadership in business process management. Chordiant’s vision is a watershed in customer-facing business applications and is the beginning of a new era for customer experience solutions.”

For both the business and consumer, Chordiant takes the interaction to new levels, resulting in:

· Innovative real-time insight - Businesses can anticipate individual customer patterns and tailor personal strategies that entice customers to engage with the organisation.

· Optimised personal experience - Consumers receive 1:1 “white-glove” treatment, are better informed about their choices, and are more inclined to increase their levels of trust and investment.

· Dynamic change management - Business executives have real-time insight into what is going on in their business and a level of control and agility to rapidly implement changes.

“In the majority of organisations, no one owns the design and management of the complete customer experience. An organisation that hasn’t empowered someone to monitor and measure the overall customer service experience will continue to spend poorly on improving service. Organisations that shift to a strategic understanding of the complete customer experience, and put the structures in place to execute on that understanding, will be better positioned to compete in the market.” (Gartner: “How to Succeed at CRM While Lowering the Cost of Customer Contact,” June 8, 2005 - Michael Maoz)






Company Profiles powered by ITReseller.com