Wiley Expands Use of Data to Enhance Student Experiences Throughout the Student Journey

Last updated on: June 26, 2018

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Hoboken, NJ – February 7, 2017 — John Wiley and Sons, Inc. (NYSE: JWa and JWb), today announced that Wiley University Services, a division of Wiley that provides solutions and services for online, hybrid, and, on-ground learning to higher education institutions, is expanding its partnership with Mattersight Corporation, the pioneer in personality-based software applications. As the only partnership of its kind in the higher education industry, Wiley University Services will expand its use of Mattersight’s revolutionary Behavioral Analytics technology solution within its overall suite of business analytics to improving student experiences and learning outcomes through data.

By leveraging Behavioral Analytics, which is comprised of millions of proprietary algorithms and unique linguistic models, Wiley University Services is able to gather student engagement data and turn it into actionable business insights. These insights are then used to tailor student and prospective student interactions to better meet their needs and personalize their experiences, from the very first phone call to graduation.

“Understanding student needs is a critical aspect to successfully serving students. Wiley University Services is driven by thinking about how analytics can help us measure, optimize, and improve the way we serve students,” said Wiley University Services’ Vice President of Enrollment, Blaine Johnson. “Mattersight’s solution helps us gain a much deeper understanding of our interactions with prospective students; our expanded relationship will add more components to our broader business analytics suite of solutions, business processes and best practices.  The insights achieved inform our engagement strategies throughout the student life cycle.”

Wiley University Services first partnered with Mattersight in 2013 to further their mission of helping higher education institutions expand their reach, recruit new students, and achieve high levels of retention.

As part of the recent expansion, Wiley University Services will leverage additional capabilities within the Behavioral Analytics platform, including topic trending, predictive modeling and integrated Learning Management System (LMS) functionality, in order to personalize the student experience, at scale, while continuing to preserve and represent the uniqueness of each partner.

As a result, Wiley University Services is able to continuously refine best practices and focus interactions upon those that can best meet students’ needs. “We know that when students feel heard, understood, and supported, they’re able to make better decisions with confidence. That confidence has a profound influence on their outcomes and their learning experience,” said Greg Finkelstein, Managing Director, Wiley University Services.  “This is about helping universities and their students achieve successful outcomes and the use of data is integral to our strategies and methodologies.”

About Mattersight

Mattersight’s mission is to help brands have more effective and effortless conversations with their customers. Using a suite of innovative personality-based software applications, Mattersight can analyze and predict customer behavior based on the language exchanged during service and sales interactions. This insight can then facilitate real-time connections between customers and the agents best capable of handling their needs. Mattersight’s patented stack of SaaS applications has influenced hundreds of millions of shorter, more satisfying customer interactions. Organizations across the Financial Services, Healthcare, Technology and Telco industries rely on Mattersight to drive customer retention, employee engagement and operating efficiency. An independent research study documents the average return on investment for these organizations is 344%.

Mattersight offers a complimentary ROI calculator for businesses interested in seeing how its routing solution can improve customer experience and bottom-line metrics. To calculate your ROI with Mattersight, visit roi.mattersight.com.

About Wiley

Wiley, a global company, helps people and organizations develop the skills and knowledge they need to succeed. Our online scientific, technical, medical, and scholarly journals, combined with our digital learning, assessment and certification solutions help universities, learned societies, businesses, governments and individuals increase the academic and professional impact of their work. For more than 200 years, we have delivered consistent performance to our stakeholders. The company’s website can be accessed at www.wiley.com

About Wiley University Services

Wiley University Services, a core business of Wiley, uniquely understands the process of designing and implementing innovative learning experiences and comprehensive solutions –whether that’s online, on-campus, or both – that address today’s higher education challenges. Through trusted collaborative relationships, we provide services, technology, insights, and content that support our education partners to achieve improved institutional performance and learners to achieve their goals. For more information go to https://universityservices.wiley.com/

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