Chordiant Pioneers a New Standard for Enterprise Software, Creating Superior Customer Experiences

This approach lacks the flexibility and intelligence to dynamically react to a real customer conversation. Today, businesses recognize 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 personalized through a powerful combination of predictive models, business rules, behavioral 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, President and CEO 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 organization.
• Optimized 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 organizations, no one owns the design and management of the complete customer experience. An organization that hasn't empowered someone to monitor and measure the overall customer service experience will continue to spend poorly on improving service. Organizations 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)