inspire 2014 – ingersoll rand/trane: monitoring and adapting for the best customer experience

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Monitoring and Adapting for the Best Customer Experience

Sean Otto & Michael NealeySr. Customer Satisfaction AnalystsIngersoll Rand

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• A $10 billion diversified industrial company

• Over 40,000 employees worldwide

• About 75 manufacturing facilities worldwide

• Operations in every major geographic region

• Strategic brands are #1 or #2 in their markets

Who We Are

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Ingersoll Rand: Market-leading Brands

WorldwideCommercial and Residential HVAC

Equipment

Manufacturer of golf cars and utility

vehicles

Worldwide transport refrigeration

Air compressors, air and power tools

Comfort and Climate Control Brands

Industrial Brands

Our Brand Promise: We inspire progress by unleashing the potential of people and technologies. Our people, products, systems and services make everyday living healthier, safer, more energy efficient, productive and comfortable—enabling our customers to achieve real progress and create a positive impact in their world.

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Overview

• Background• What is CX / CEM• Why is there a business need?

• How Alteryx solves our pain• Some show and tell around the process

• Where we are going

Goal: 1) to help you understand CX 2) how a tool like Alteryx enables your organization to more quickly communicate and adapt to the changing needs of CX.

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What do we do?

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Customer Experience (CX) Program

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Customer Experience Process

Listen

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Customer Experience Process

Interpret

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Customer Experience Process

React

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Customer Experience Process

Monitor

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CX is operations support

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The frustration of a small team

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What do we do today?

Listen Interpret React Monitor

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A look behind the covers:

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THANK YOU!