In an increasingly complex environment, improving the customer experience continues to be a top priority for businesses who want to drive revenue and profitability.  Achieving that goal is more difficult as customers exert power in a multi-channel world, companies struggle with an explosion of data, and sustaining operational excellence becomes increasingly more challenging. Intelligent leaders are approaching these challenges in new ways, especially by addressing their multi-channel environments with an understanding of customer profiles and behavior. Achieving and sustaining greater customer loyalty requires new operating models that embed this "new intelligence" to ensure their people, processes, infrastructure, and governance drive optimal customer interactions. Join Frost & Sullivan and IBM as we discuss how enterprises need to be anticipating their customers' needs and proactively reaching out to their customers to optimize customer experience. During this 60-minute complimentary eBroadcast, we’ll explore how to: Leverage predictive analytics to provide new intelligence Reach the right person at the right time via the right channel Execute and embed predictive modeling in your operation Close the data loop and ensure that the actions you take with your customer today will determine how you reach out to them tomorrow.  Exchange your experience and viewpoints with our panel of experts during our live, interactive Q&A throughout the eBroadcast.  Click here to register and submit your question ahead of time to be sure it gets answered on March 30th! This eBroadcast also provides an excellent foundation of understanding for an interactive peer discussion at the 7th Annual Customer Contact 2011, East: A Frost & Sullivan Executive MindXchange this April! After the eBroadcast, we have asked IBM to stay on for ten minutes to demonstrate how they are overcoming these critical knowledge gaps. This demo will exemplify the best practices presented in this eBroadcast and may inspire some improvements to your own contact center. Keith Dawson Principal Analyst, Information & Communication Technologies Frost & Sullivan Kevin English Global Offering Lead, Analytics, CRM and Industries, GPS IBM Vikram Rao Global Market Manager, Analytics IBM