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Taking Advantage of a New Generation of Customer Analytics Using Big Data
Organizations have been talking about how to effectively analyze customer data for more than three decades. This has evolved into a desire for a “360-degree view of the customer” – a comprehensive...
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IBM Launches Customer Experience Lab
IBM recently announced its new Customer Experience Lab. During a briefing I learned that the lab is a response to what IBM discovered by interviewing more than a thousand CMOs, who are concerned about...
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Companies Need Effective Contact Center Analytics
I began my involvement with contact centers – actually they were called call centers in those days -more than 20 years ago. I quickly learned that almost everyone involved in running a contact center...
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Astute Solutions Supports Integrated Approach to CRM
Like all analysts, I have a series of classifications to help group together vendors with similar capabilities. My challenge is to create categories that align with most users’ expectations so I don’t...
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ClickFox Maps the Customer Journey
The last time I reviewed ClickFox it was primarily focused on capturing how callers transverse IVR menus. It produced visual maps of what options callers used and thus how they navigate what can be...
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Salesforce.com Prepares Marketing for the Future
At the beginning of the year I wrote analyst perspective outlining why I think Salesforce.com is a vendor to watch during 2013. I followed this up with a post noting that Salesforce has shifted its...
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Companies Need Smarter Agent Performance Management
I read a lot these days about how companies should pay more attention to contact center agent or customer service representative satisfaction, as it can have an impact on customer experience and...
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Kana Paints a New Picture of Unifying Customer Service
Back in July I wrote about Kana’s acquisition of Ciboodle and its previous acquisition of Overtone and what seemed to be its ambitious plans to release an integrated version of the products. I went so...
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Attensity Uses Social Media Technology for Smarter Customer Engagement
When I last wrote about Attensity I classified it as a “pure play” text analytics vendor, but the latest release of its product has lead me to revise my opinion. Its product Respond uses natural...
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NICE Systems Leading Change at Interactions 2013
I recently attended NICE Systems’ annual user conference, this year called Interactions 2013. In discussions of its different products and latest releases and testimonials from selected clients, I was...
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IBM Making Customer Analytics Smarter
When it comes to today’s customers, companies have to be smart if they are going to anticipate and meet new customer expectations. These days IBM talks about doing most things in “smart” ways. Recently...
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Interactive Intelligence Reveals Ambitious Plans for Customer Service
At its recent user conference, Interactions 2013, Interactive Intelligence (Nasdqaq: ININ) showcased its extensive product portfolio and its ambitious plans to improve the products both technically and...
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SoCoCare Enables Social Customer Service
Much is being written about the impact of social media on customer service, although my research into the agent desktop shows it hasn’t reached the fever pitch that many commentators would have us...
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IBM Watson Engagement Advisor for Smarter Customer Service
Recently my colleague Mark Smith wrote about the IBM Watson platform. Mark is our expert on technically complex subjects like IBM Watson and cognitive computing and the value it can provide to...
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IBM Watson Engagement Advisor for Smarter Customer Service
Recently my colleague Mark Smith wrote about the IBM Watson platform. Mark is our expert on technically complex subjects like IBM Watson and cognitive computing and the value it can provide to...
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Barriers to Omnichannel Customer Communications
In never ceases to amaze me, the number of new terms and acronyms the contact center market generates. Just as everyone is getting used to the fact that customers interact with companies through...
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SAS Aligns Marketing and Customer Intelligence
I recently attended SAS’s European analyst event, where I went to focus on new developments around customer intelligence, an application of big data that SAS includes in its high-performance analytics...
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IBM Improving the Science to Apply Business Analytics for Better Customer...
I recently wrote how IBM is making customer analytics smarter. Since then IBM has run events in North America and Europe to demonstrate how it is continuing these efforts and expanding into other...
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Salesforce.com Is Full of Surprises
Anyone who follows salesforce.com is used to surprises, but over the last couple of months the company has come up with some that go beyond the usual. It rebranded the recent user conference in London...
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Enkata Optimizes Claims Processing
Enkata used to focus its products on improving agent performance in the contact center. It has gradually expanded that focus to include improving the performance of workers in the back office, an...
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