By leveraging Behavioral Analytics, which is comprised of millions of proprietary algorithms and unique linguistic models, Wiley Education 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 Education Services is driven by thinking about how analytics can help us measure, optimize, and improve the way we serve students,” said Wiley Education 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 Education 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 Education 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 Education 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 Education Services. “This is about helping universities and their students achieve successful outcomes and the use of data is integral to our strategies and methodologies.”
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.
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