We are excited to announce that The Technology Services Industry Association (TSIA) named Informatica as the winner of TSIA’s annual STAR Awards in the “Innovation in Customer Success” category. We also were named as finalists in the “Innovation in Support Services Automation” and “Innovation in Digital Customer Engagement” categories. TSIA indicated that the organization was impressed by Informatica’s demonstrated commitment to innovation, leadership, and excellence, despite facing the 2020 uncertainties.
This award further validates our continued evolution towards a cloud-focused subscription business, where the customer is front and center. Specifically, we are being acknowledged for designing our services to drive customer business outcomes, ranging from high human-touch strategic engagements to technology-fueled digital engagements, all while ensuring superior customer experience in every aspect of the product journey.
Since its inception in 1990, TSIA’s STAR Awards have become one of the highest honors in the technology and services industry, acknowledging the contribution of companies of all sizes to the continual improvement of industry-wide technology and services delivery.
How did we get here? Customer success has always been the focus across our 27-plus year journey as a company. However, a fast-growing customer base and our continued evolution to the cloud led to challenges maintaining the “always-on, always-me” experiences that customers expect. Due to the complexities and range of products Informatica offers, combined with the company’s exponential growth, providing the same superior experience for all customers required a new approach.
Tapping into Informatica’s own data management and Business 360 solutions, we created an AI-driven Adoption Analytics platform. This enabled us to integrate customer data across the enterprise, including online channels and in-product activities from more than 15 different data sources.
The platform provides our Customer Success Managers (CSMs) with insights into ML-generated customer health, product health, product adoption stage, customer sentiments – all of which lets the CSM engage with customers at the right time. We created what we called “Elastic Touchpoints,” in which CSMs receive advanced, intelligent alerts notifications. These intelligent alerts helped CSMs deliver high-impact, delightful experiences to our customers. We are excited that TSIA embraces our approach!
As we continue our evolution to a Cloud First, Cloud Native company, our continued AI/ML innovations will help us keep the customer experience in the forefront. Learn more about Informatica’s award-winning support offerings.