Greenwich Associates, the leading provider of global market intelligence and advisory services to the financial services industry, and ResponseTek, a global leader in customer experience management (CEM) software for large enterprises, have formed a strategic alliance to create a best-in-class, end-to-end customer experience solution for the North American financial services industry.    

The Greenwich AIM^TM (Action and Insight Management) solution now powered by ResponseTek, offers an industry-first for financial services clients by combining the respected data, market research and consulting expertise of Greenwich Associates with real-time, transactional level feedback and insights delivered by ResponseTek’s CEM platform. This combination will drive sustainable behavioral and culture change for financial services clients.

“Our clients understand the need to find a better solution for listening to customers across channels and for acting on the experience of each individual customer,” says Greenwich Associates CEO Steve Busby. “Taking the appropriate action at the right time leads to greater levels of customer retention, increased cross-sell potential and decreased service costs. The Greenwich AIM solution helps our clients increase the ROI of their customer experience efforts when compared to traditional measurement-oriented programs.”

“This new partnership brings a unique and highly focused solution to the financial services market,” says Syed Hasan, President and CEO of ResponseTek. “By combining our best-in-class CEM software platform with the deep industry knowledge and advisory capabilities of Greenwich Associates, financial services organizations will be able to translate real-time customer feedback into concrete business improvements at the front-line; ensuring that the customer’s voice is driving service improvements and business transformation.”

“Greenwich Associates has a deep understanding of the financial services industry,” said Lars C. Anderson, Vice Chairman of Comerica’s Business Bank. “We certainly appreciate their insights and observations, particularly with respect to the key drivers of achieving excellence in the overall customer experience. By bringing together global expertise, unique benchmark data, proprietary content, as well as consulting services, Greenwich Associates provides a holistic approach to helping financial services organizations drive sustainable behavior and cultural change.”

About ResponseTek
ResponseTek is a global leader in customer experience management (CEM) software with clients in over 60 countries serviced by offices in North America, Europe, India and Australia. The ResponseTek Listening Platform^TM collects and analyses feedback and sentiment in real-time from customers interacting with a company’s website, call centers, retail locations and social platforms. Based on customer feedback analysis, we provide concrete actions to both front-line and executives to improve the brand experience that leads to increased revenue and reduced customer churn. For more information on ResponseTek, visit www.responsetek.com.