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.
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
After the SAS analyst event last year, I wrote that it is hard to keep track of everything SAS has to offer because it had so many products and developments in the pipeline. Back from this year’s event, I can report that 2011 was successful, its revenue and worldwide presence are up, and SAS continues to expand its channels to market. On top of everything I saw last year even more products and developments are in the pipeline, but the theme and focus remain the same: enabling business analytics.
Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Data Management, Customer Experience Management, Speech Analytics, Voice of the Customer, Management, Business Analytics, Cloud Computing, Governance, Risk & Compliance (GRC), 360-degree view of the Customer, Business Intelligence (BI), Contact Center Analytics, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Vendor(s)
I recently attended the second in the series of customer engagement days organized by the Directors Club (GB & NI). The format of the event was the same as the first day that I wrote about and included three keynote presentations and three roundtable sessions where attendees discussed how organizations should engage with customers. As for the first event I chaired the roundtable on perfecting multichannel customer engagement in the contact center and gave a keynote on how social media is impacting the contact center.
Topics: Predictive Analytics, Social Media, Sustainability, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, NICE Systems, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Genesys, InContact, Business Analytics, Business Collaboration, Business Mobility, Cloud Computing, Customer Service, Governance, Risk & Compliance (GRC), 360-degree view of the Customer, Agent Performance Management, Business Intelligence (BI), Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Financial Performance Management (FPM), Information Applications (IA), Information Management (IM), Interactive Intelligence, IT Performance Management (ITPM), Sales Performance Management (SPM), Supply Chain Performance Management (SCPM), Text Analytics, Unified Communications, Workforce Management, Workforce Performance Management (WPM), Noble Systems, Verint