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Founding NavigationArts Transcript Leo Mullen
“We founded NavigationArts in 2001 and we did that after conducting a great deal of research in the market. And it was research that was done at the C level. We went out and spoke with senior executives at businesses, in healthcare organizations, in associations.”
“NavigationArts was conceived as an organization that would be an advocate for the user. We try to understand the major issues that businesses and organizations were having around the Web.”
“Across a very diverse group of these organizations we found remarkably similar needs. And those needs tended to center in two areas.”
“The first was, every one of these organizations was saying ‘help us use the Web to drive more revenue into our organization’.”
“The second thing they were looking for was ‘help in driving costs out of their SGNA’. So they were saying to us, help us create self service environments that get our customers out of the call centers, that allow them to interact with us seamlessly without any human intervention on our side. But we have to make those self service environments equal to, or better than, the sort of experience they could have with a live individual.”
“NavigationArts has been successful on both of those fronts – on the demand generation side, and on the cost reduction side of the equation.”
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