SOURCE: Mattersight Corporation

January 30, 2012 16:47 ET

Mattersight™ Joins Customer Experience Professionals Association as Silver Sponsor

Global Trade Group Formed by Industry Experts Bruce Temkin and Jeanne Bliss Provides Members With Extensive Research, Education, and Networking Opportunities

CHICAGO, IL--(Marketwire - Jan 30, 2012) - Mattersight Corporation (NASDAQ: MATR) today announced that it has joined the Customer Experience Professionals Association (CXPA), a global industry trade group whose members are responsible for creating and maintaining an overall positive customer experience -- a vital objective for any organization that offers products or services for sale.

As a reflection of its recognition of the importance of customer experience management, Mattersight, a leader in enterprise analytics focused on customer and employee interactions and behaviors, has joined the CXPA as a Silver Sponsor. Governed by a Board of Directors elected from its membership, the CXPA is led by Bruce Temkin, co-founder and chair, and Jeanne Bliss, co-founder and vice chair -- pioneers in the customer experience field who have a deep understanding of the roots of this burgeoning industry and a keen shared vision of its future.

"We greatly appreciate the commitment that Mattersight is making to the Customer Experience Professionals Association as demonstrated by its Silver Sponsor status," said Temkin. "We are pleased to welcome Mattersight to the CXPA, and look forward to closely working together to help create a vibrant future for customer experience management."

While companies increasingly understand the connection between customer satisfaction, customer loyalty, and repurchase rates, obtaining and utilizing information from customer and employee interactions to improve customer experience has proven challenging. Moreover, customer satisfaction surveys lack actionable insight to measurably improve customer satisfaction.

Mattersight's Behavioral Analytics service solves this problem by automatically analyzing every second of every captured interaction, using millions of proprietary algorithms and unique behavioral models. The output of this analysis is hundreds of contextually accurate data attributes. Using advanced predictive modeling techniques, these data attributes are correlated to customer satisfaction and the resulting models assign a customer satisfaction score to every captured interaction. Mattersight deploys these advanced predictive analytics using its SaaS+ delivery model, combining analytics in the cloud with deep customer partnerships to drive significant business value.

"Mattersight is committed to helping our clients continuously improve how they interact with customers, thereby increasing corporate financial returns and stability," said Kelly Conway, Mattersight's President and CEO. "Through automated behavior analysis and discovery of new business insights, we ensure our clients' customers enjoy a compelling customer experience across all communication channels. Becoming a member of the CXPA provides us with the opportunity to be part of a unified, informed, and collective voice to help guide the evolution of customer experience."

About Mattersight
Mattersight is a leader in an emerging category of enterprise analytics focused on customer and employee interactions and behaviors. Mattersight's Behavioral Analytics service captures and analyzes customer and employee interactions, employee desktop data and other contextual information to improve operational performance and predict future customer and employee outcomes. Mattersight's analytics are based on millions of proprietary algorithms and the application of unique behavioral models. The company's SaaS+ delivery model combines analytics in the cloud with deep customer partnerships to drive significant business value. Mattersight's applications are used by leading companies in Healthcare, Insurance, Financial Services, Telecommunications, Cable, Utilities and Government. See What Matters™ by visiting www.Mattersight.com.

About CXPA
The Customer Experience Professionals Association is a global, non-profit organization dedicated to the advancement of customer experience management best practices. It provides customer experience management professionals with educational and networking opportunities to help them succeed, and facilitates the industry-wide advancement of the discipline of customer experience management. The CXPA's members include individuals who develop, manage, optimize, and envision how organizations interact with their customers. This community includes customer experience practitioners within companies, vendors who support customer experience efforts, and other stakeholders in the industry. The CXPA has more than 60 Corporate Members and more than 1,000 customer experience professionals in its community. CXPA Gold Sponsors include Adobe, Confirmit, Medallia, RightNow Technologies, SapientNitro, Tealeaf Technology, Vivisimo, and Vovici. Clarabridge, Inc., Corsential, Mattersight Corporation, and ResponseTek are CXPA Silver Sponsors. For more information or to join CXPA, visit cxpa.org.

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