Richard Snow's Analyst Perspectives

Customer Analytics Research Reveals Required Capabilities for Software

Posted by Richard Snow on Mar 29, 2014 9:52:42 AM

Our recently released research into next-generation customer analytics shows that the most participants (52%) use spreadsheets as a customer analytics tool. I recently wrote that while these popular tools are adequate for some tasks, they are not suitable for analyzing large volumes and many types of customer data. So I think it is appropriate that one in four (26%) participants have adopted a dedicated customer analytics tool and a further 29 percent are planning to invest in such a tool in the next 24 months.

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Topics: Social Media, Customer Analytics, Operational Performance Management (OPM), Speech Analytics, Voice of the Customer, Business Analytics, Business Collaboration, Cloud Computing, 360-degree view of the Customer, Business Intelligence (BI), Business Performance Management (BPM), Call Center, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Desktop Analytics, Financial Performance Management (FPM), Information Applications (IA), Information Management (IM), IT Performance Management (ITPM), Text Analytics

Confirmit Advances Social Analytics for Voice of Customer

Posted by Richard Snow on Mar 26, 2014 11:08:14 AM

The last time I reviewed Confirmit it had just acquired CustomerSat and was re-engineering its products to support a broader approach to voice of the customer (VOC), which Ventana Research defines as a complete view of customer interactions, customer sentiments after interactions and the outcomes of those interactions. During my latest briefing, I found out that the new architecture will be available in version 18 of the product, which Confirmit recently announced as generally available. Confirmit also recently announced the acquisition of Integrasco for social and text analytics and says it intends to have those products at least partly integrated into the core product during the second quarter of this year.

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Topics: Social Media, Customer Analytics, Customer Experience Management, Customer Feedback Management, Speech Analytics, Voice of the Customer, Cloud Computing, Collaboration, Customer Service, 360-degree view of the Customer, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Text Analytics, Unified Communications

Interactive Intelligence Advances Contact Center Software Portfolio

Posted by Richard Snow on Mar 20, 2014 9:22:43 PM

Building a contact center is growing in complexity as companies struggle to support customers’ ever-higher expectations. Customers now insist on engaging with companies through the channel of their choice, often from a mobile device, and at a time of their choosing. If they interact with a person, they expect that person to have the social and technical skills to resolve their issues quickly and effectively. If they use any form of self-service, they expect the technology to help rather get in the way of speaking with a person. And of course many disgruntled customers don’t hesitate to publish their views on social media.

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Topics: Social Media, Customer Analytics, Customer Experience Management, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Mobile apps, Self-service, Cloud Computing, Collaboration, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Workforce Force Optimization

Customer Analytics Deserve More Than Spreadsheets

Posted by Richard Snow on Mar 7, 2014 8:24:32 AM

I recently completed two closely related benchmark research reports, on next-generation customer engagement and next-generation customer analytics. The  research on customer engagement shows that companies on average engage with customers through seven or eight communication channels and that almost every business unit except IT engages with customers. To provide customers with personalized, in-context and consistent experiences across these channels, companies need an up-to-date, complete view of their customers that gives those who interact with them the information they need to decide how to respond. However, the customer analytics research shows that the majority of companies don’t have access to such information and analysis. The most common analytics tool for more than half of companies is spreadsheets in 52 percent of organizations. Although spreadsheets meet individual users’ needs for ad-hoc analysis, they are inadequate for enterprise processes such as customer analytics. Almost three-fifths (57%) of companies in the research said that using spreadsheets makes it difficult to produce accurate and timely customer analysis.

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Topics: Customer Analytics, Customer Experience Management, Operational Performance Management (OPM), Speech Analytics, Voice of the Customer, Business Analytics, Governance, Risk & Compliance (GRC), 360-degree view of the Customer, Business Performance Management (BPM), Call Center, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Desktop Analytics, Information Management (IM), Text Analytics