RESTON, VA — (Marketwired) — 04/30/15 — , the leading provider of (CEM) solutions for the world–s top brands, today announced that it has expanded its global services practice. The company recently hired two new executives to its senior services leadership team — Koren Stucki and Dale Roberts. Together, they bring nearly three decades of expertise in CEM to Clarabridge. The expanded services organization will better help Fortune 1000 clients design, build and operationalize their customer analytics programs, and deploy enterprise-wide solutions powered by Clarabridge–s world class CEM platform.
“Organizations struggle with bridging the gap between the multitude of customer data channels and turning that data into insights and action in a tangible and repeatable way,” said Gabby Wong, SVP of Global Services at Clarabridge. “Our expanded services practice helps businesses close that gap by developing metrics, standards, and best practices that make the data meaningful to key stakeholders. We also help organizations create repeatable structures and frameworks that scale CEM analytics to the right level of organization adoption.”
The Clarabridge global services organization focuses heavily on helping businesses scale their CEM programs and solutions across complex, global enterprises. As part of this strategy, Clarabridge hired Koren Stucki as Vice President of CEM Consulting and Dale Roberts as Vice President of Enterprise Services, EMEA.
Koren Stucki is a noted industry veteran with extensive experience in service innovation, (VoC), and (VoE) programs. Over the past 15 years, she has built several CEM organizations and programs for Fortune 100 and start-up businesses and has served as a consultant to global companies and non-profit organizations. Stucki joins Clarabridge from Verint, where she led the VoC consulting team, developed new methodologies, created a new suite of VoC offerings, and worked on strategic client engagements. As Vice President of CEM Consulting at Clarabridge, Stucki is responsible for further developing the company–s consulting methodologies and offerings for CEM maturity roadmap assessments, customer journey mapping, customer needs/wants analysis, and VoC metrics establishment.
Based out of Clarabridge–s London office, Dale Roberts has been advising global businesses on analytics and organizational decision-making for nearly two decades. Prior to joining Clarabridge, Roberts was the Vice President of Professional Services of Artesian Solutions, an innovator in social CRM, big data and social analytics. He previously served in an EMEA services leadership role at Cognos, where he was involved in the strategic direction of hundreds of analytics initiatives. As Vice President of Enterprise Services, EMEA, Roberts leads the EMEA services team in delivering strategic guidance and support to Clarabridge–s European customers.
“Koren has a proven track record of leading companies through customer experience initiatives with ease while demonstrating immediate value,” said Wong. “Dale brings dedicated and focused leadership in the EMEA marketplace. As VoC feedback becomes increasingly reliant on the social channel, we–ll rely on Dale–s expertise and leadership to advise businesses on best practices in , social engagement and social governance.”
Clarabridge–s services and support framework, called LENS (Lead, Enable, Nurture, and Support), helps businesses through the lifecycle of building and initiating a repeatable CEM solution. Key components of LENS include consulting leadership, solution enablement, training, account management and customer care. This framework supports clients over time, beyond the upfront deployment of the Clarabridge platform. With CEM practitioners across five worldwide locations, the Clarabridge services organization is uniquely positioned to help global organizations achieve measurable results.
Clarabridge–s customer experience management platform helps hundreds of the world–s leading brands understand and improve the customer journey. Powered by the industry–s most sophisticated customer analytics engine, Clarabridge collects and transforms all forms of customer feedback into intelligence, allowing businesses to activate the voice of the customer across the enterprise. Industry leaders including PetSmart, United Airlines, L–Oréal USA, Virgin Active, Orbitz, Rackspace and ADP use Clarabridge insights to inform key business decisions. The result: happy, loyal customers. For more information, visit .
Clarabridge LENS framework:
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Alyssa Oursler
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