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Cogito Bolsters Expertise In Customer Experience Management

Steve Kraus

CRM thought leaders join advisory board to advance company’s focus on customer experience.

Boston, MA – June 23, 2015 – Cogito® Corporation – The software company that empowers phone professionals to deliver a more engaging and caring customer experience today announced the addition of three company advisors that increase the company’s ability to help leading healthcare, insurance and financial service organizations win, serve and grow a more profitable customer base.

Donna Peeples is an accomplished senior executive and an expert in helping large organizations achieve growth through improved Customer Experience. Donna represented AIG on a global scale across 130 countries as the company’s first Chief Customer Experience Officer. In her role she was responsible for delivering service strategies and practices for customers across more than 60 lines of commercial and consumer insurance. Prior to AIG, Donna was Chief Marketing Officer at United Guaranty Corporation and AGL Resources, the largest natural gas distribution company in the United States. She is a highly sought after speaker with tremendous experience leading change and helping organizations evolve in ways that really enhance customer lifetime value.

Douglas Kim has over 25 years of experience in commercializing enterprise software, with the past decade focused on cloud-enabled CRM solutions in the healthcare, insurance and financial services sector. He spent 12 years at Pegasystems where he held senior management positions in sales, strategic alliances, cloud, and marketing. During Douglas’ tenure Pega experienced significant growth of their BPM, CRM and Cloud revenue, from $2M to over $550M annually. He is an active board advisor to technology companies and entrepreneurs in the Boston area.

Stephanie Stewart Nashawaty has almost 30 years of experience in the enterprise software arena, focused on CRM and customer experience, at organizations such as Oracle, IBM, and Pegasystems. She is currently the Group Vice President for CX Transformation Sales at Oracle (Sales, Services, Marketing and Commerce solutions), leading an elite team of enterprise sales executives tasked with creating and delivering Customer Experience solutions to Oracle’s most strategic customers.  Prior to Oracle, Stephanie was Executive Director of World Wide Sales for IBM’s cross-channel marketing solutions.

“Real-time behavioral analytics provides companies the next generation of customer insight,” says Stephanie Stewart Nashawaty. “The fact Cogito works seamlessly with existing CRM systems and applies customer sentiment dynamically within a phone interaction will improve customer loyalty and increase sales conversions.”

“Today, billions of dollars are being spent to improve the performance of phone-based professionals. The majority of tools and techniques being leveraged are manual, subjective and retrospective,” says Douglas Kim. “Cogito is the first company that, in real-time, analyzes voice signals, interprets customer sentiment and provides guidance to representatives. By better understanding sentiment, customer experience leaders can rapidly adjust their sales and service delivery for maximum impact.”

“Companies are in fierce competition for customer wallet share and customer experience is their best opportunity for differentiation,” said Donna Peeples. “By improving how phone professionals engage customers, Cogito is helping companies build lasting, profitable customer relationships.”

“We are excited to have Donna, Stephanie and Douglas as advisors. Their track record in delivering successful customer experience solutions to some of the world’s leading brands will serve as a great resource for us and our customers,” says Cogito CEO Joshua Feast. “The fact that such accomplished, sought-after executives have agreed to join our team is validation that Cogito’s technology is a customer experience game changer.”

About Cogito Corporation: Cogito® enables enterprise to increase customer value by analyzing and interpreting human behavior in real-time. Cogito’s patented technology is the result of more than ten years scientific research conducted at the Massachusetts Institute of Technology (MIT) Media Lab and an additional seven years of applied research funded by some of the most prestigious academic and government organizations. Cogito® is improving the customer experience and increasing phone professional productivity in the world’s leading companies.

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