Richard Snow's Analyst Perspectives

Enkata Optimizes Claims Processing

Posted by Richard Snow on Jul 20, 2013 9:44:50 AM

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 effort that has culminated in a suite of products that help companies improve processing of healthcare claims.

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Topics: Customer Experience, Operational Performance Management (OPM), Enkata, Business Analytics, Business Intelligence, Call Center, Contact Center, Customer Performance Management (CPM), Desktop Analytics, Workforce Force Optimization

Salesforce.com Is Full of Surprises

Posted by Richard Snow on Jul 10, 2013 8:58:11 AM

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 as a customer company event. This follows from changing its messaging to urge every company to become a customer company not a social company. The event itself was everything we have come to expect, using an array of customer case studies to show how salesforce.com’s products help companies innovate and be successful, and a large partner and product showcase to prove how many products and partners salesforce now has. The real surprises were tucked away in meetings arranged for the many analysts present.

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Topics: Sales, Social Media, Customer Experience, Operational Performance Management (OPM), Social CRM, Voice of the Customer, Mobile Apps, Self-service, Analytics, Cloud Computing, Collaboration, Customer Service, Call Center, Contact Center, CRM, Customer Performance Management (CPM), Information Applications (IA), Sales Performance Management (SPM)

IBM Improving the Science to Apply Business Analytics for Better Customer Engagement

Posted by Richard Snow on Jul 3, 2013 2:53:12 PM

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 areas. Outside of the customer space you can read how my colleagues assess its efforts: Mark Smith discusses HR, Robert Kugel sees its impact on business overall, and Tony Cosentino addresses it in IT. Our research My focus remains the customer and I have learned more about what IBM is doing in social media, identity reconciliation, visualization, mobile apps and big data.

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Topics: Social Media, Customer Analytics, Customer Experience, Speech Analytics, Voice of the Customer, Mobile Apps, Self-service, Analytics, Business Analytics, Business Collaboration, Cloud Computing, Collaboration, Customer Service, IBM, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, IBM Watson, Text Analytics