Richard Snow's Analyst Perspectives

Clarabridge Operationalizes Text Analytics for Better Customer Experience

Posted by Richard Snow on Mar 11, 2013 9:52:47 AM

Clarabridge is a well-known text analytics vendor that markets its products under the banner of customer experience management. As I wrote last year, its products allow organizations to take a closed-loop approach by capturing all forms of text data, analyzing it, categorizing it, understanding root causes of customer issues and raising alerts so that action including collaboration can be taken based on these insights. Such a process is supportive of customer experience management, but for me the missing link is using these insights in real time to actively influence customer interactions.

Read More

Topics: Social Media, Customer Analytics, Customer Experience Management, Speech Analytics, Clarabridge, Mobile apps, Collaboration, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Text Analytics, Unified Communications

Clarabridge Advances Customer Experience Management

Posted by Richard Snow on Jan 13, 2012 8:37:39 AM

Clarabridge is an established vendor of text analytics products, which it sells both directly to the market and indirectly through an extensive set of partnerships with companies such as MicroStrategyIBM Cognos and Verint. Recently it has been marketing its applications under the category of customer experience management (CEM). To me, CEM is about personalizing and influencing the customer experience while an interaction is in progress. Organizations cannot do this without the right information about the customer, and text analytics is one of the primary tools that allows organizations to derive that information; in this way Clarabridge fits in CEM.

Read More

Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Clarabridge, Cloud Computing, 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 Management

Clarabridge Expands to Europe and Deepens Text Analytics

Posted by Richard Snow on Jun 1, 2011 11:08:22 AM

In March U.S.-based text analytics vendor Clarabridge opened an office in the U.K. and recently celebrated it at the British Library in London. Sid Banerjee, the company’s founder and CEO, brought over key members of his team along with representatives of three U.S. clients. He explained that the new office would enable the company to support international clients better and allow expansion into European countries. The three clients then gave detailed presentations on how they use the Clarabridge product to understand their customers better and to use the insights gained to improve business performance.

Read More

Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Experience Management, Social CRM, Speech Analytics, Voice of the Customer, Clarabridge, Business Analytics, Cloud Computing, Customer Service, 360-degree view of the Customer, Business Intelligence (BI), Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Information Management (IM), Text Analytics

Think Carefully about Social Media and Your Customers

Posted by Richard Snow on May 5, 2011 1:37:26 PM

Unless you have been on a long vacation somewhere without newspapers, mobile phones or the Internet, you must have noticed all the buzz about social media – some of it factual and lots of it hype. Over a billion people use Facebook. There are many millions of tweets on Twitter every day, and YouTube has become the place to share videos, whether for a laugh, for a company’s brand awareness or for training courses. The key question for business is how much of this is useful for commerce and how much is just socializing. I started researching this movement and its intersection some time back and last year spoke about Customer Service in the Social Media Age.

Read More

Topics: Predictive Analytics, Salesforce.com, SAS, Social Media, Customer Analytics, Customer Experience Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Attensity, Clarabridge, Genesys, ResponseTek, RightNow, Business Analytics, Cloud Computing, Customer Service, 360-degree view of the Customer, Business Intelligence (BI), Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Information Applications (IA), Sales Performance Management (SPM), Text Analytics

Clarabridge’s Text Analytics Improve Customer Experience

Posted by Richard Snow on Nov 27, 2010 1:06:48 PM

I have been doing research into customer relationship management (CRM), contact centers and analytics for seven years. Throughout that time some customer-related themes have remained constant: Companies say their top driver is to improve customer satisfaction; customer experience management (CEM) has overtaken CRM as a top priority; and companies still search for a 360-degree view of the customer (which now is often called “the voice of the customer”). For many companies these themes remain problematic. Most don’t really know how satisfied their customers are; many are not sure exactly what CEM is; and that 360-degree view of the customer remains elusive.

Read More

Topics: Customer Experience Management, Operational Performance Management (OPM), Clarabridge, Information Management, Customer Performance Management (CPM), Information Management (IM), Text Analytics