Richard Snow's Analyst Perspectives

IBM Brings Sophistication to Customer Analytics and Prediction

Posted by Richard Snow on Jul 30, 2014 8:48:47 AM

During recent IBM analyst big data event, I learned about a new product, IBM Predictive Customer Intelligence. It extracts and processes customer-related data from multiple sources to analyze customer-related activities and has capabilities to predict customer behavior and actions. Predictive Customer Intelligence is built on IBM’s big data platform and supports extraction and integration of data from multiple sources, internal and external, and from structured and unstructured data. It can process data created by third-party products, such as text-based files of data created by converting speech to text. The product can capture and analyze customer interactions from multiple communication channels such as voice, email, text messages, chat and Web usage scripts and social media posts.

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Topics: Social Media, Customer Analytics, Customer Experience, Voice of the Customer, IBM Predictive Customer Intelligence, Analytics, Business Analytics, Cloud Computing, Collaboration, Customer Service, IBM, Call Center, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), IBM Watson, Information Applications (IA), Text Analytics

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, Analytics, Business Analytics, Business Collaboration, Business Intelligence, Cloud Computing, 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

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 Making Customer Analytics Smarter

Posted by Richard Snow on May 10, 2013 11:33:44 AM

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 I was briefed on IBM’s Smart Customer Analytics, but it took me quite a while to find information about it on the company’s not-so-smart website. Surprisingly since business analytics is so important to IBM current and ongoing investments and is the top ranked technology innovation priority in 39 percent of organizations according to our benchmark research.

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Topics: Customer Analytics, Customer Experience, Operational Performance Management (OPM), Voice of the Customer, Analytics, Business Analytics, Business Intelligence, Cloud Computing, Customer Service, IBM, Business Performance Management (BPM), Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Information Applications (IA), Information Management (IM), Sales Performance Management (SPM), Text Analytics

Vitria Aims To Boost Adoption of Operational Intelligence

Posted by Richard Snow on Jun 8, 2012 10:02:44 AM

Ventana Research was the first analyst firm to cover operational intelligence, and a while back I wrote how the products of Vitria support proactive customer service by using event data to anticipate likely impacts of operation issues on customer service. Our research into the use of analytics shows that while more mature companies have begun to adopt OI, they are mainly early adopters. In an effort to speed up adoption, Vitria has developed what it calls operational intelligence apps and it has opened up a trial program for companies to explore how they can help improve their operations using these new applications.

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Topics: Predictive Analytics, Customer Analytics, Customer Experience, Operational Performance Management (OPM), Social CRM, Speech Analytics, Vitria, Voice of the Customer, Analytics, Cloud Computing, Customer Service, Operational Intelligence, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Information Applications (IA), Text Analytics

Echopass Demonstrates Value of Contact Center in the Cloud

Posted by Richard Snow on May 31, 2012 11:09:27 AM

Our benchmark research into the contact center in the cloud shows that almost all companies now support multiple communication channels to engage with customers. Most of them also involve multiple business units in handling inbound and outbound interactions. More companies now support at-home agents, and contact centers are becoming more distributed. These scenarios are a good fit for cloud-based systems, and the research finds that the top three ways organizations said they can meet these challenges, and thus improve the way interactions are handled, are to improve training and coaching, adopt applications in the cloud and adopt communications in the cloud. It also shows that organizations have high expectations of cloud-based systems, expecting them to require less capital expenditure, facilitate innovation in interaction handling, lessen demand on in-house resources, including IT and better support home-based agents.

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Topics: Predictive Analytics, Customer Analytics, Customer Experience, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Echopass, Analytics, Business Collaboration, Business Intelligence, Business Mobility, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Information Applications (IA), Sales Performance Management (SPM), Text Analytics, Unified Communications, Workforce Performance Management (WPM)

Cloudforce UK Shows Salesforce.com at Its Best

Posted by Richard Snow on May 24, 2012 11:14:00 AM

When the Salesforce.com marketing machine rolls into town, you have to sit up and listen, and that’s what 14,000 attendees did at the latest Cloudforce event in London. The company took over a vast portion of the ExCel London Exhibition Centre to accommodate the keynote speech, lots of side events and meeting rooms and an expo floor where attendees could see demonstrations of every product and service, including many from partners showing what they have to offer.

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Topics: Salesforce.com, Customer Analytics, Customer Experience, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, LiveOps, NewVoicemedia, Analytics, Business Collaboration, Business Intelligence, Business Mobility, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Information Applications (IA), Sales Performance Management (SPM), Text Analytics, Workforce Performance Management (WPM), Vocalcom

Splunk Provides Intelligence for Customer Analytics

Posted by Richard Snow on May 22, 2012 1:04:49 PM

Recently my colleague Mark Smith wrote about Splunk and its latest technology supporting analytics for IT on machine data and providing operational intelligence. I wasn’t familiar with the company, which has focused on IT users and improving the performance of a company’s networks and IT systems. From a customer management perspective, these are of little interest unless they impact the customer experience; for example, if the website is down or the online banking system is unavailable. But in a follow-up briefing I learned that Splunk is increasingly playing in the business analytics market and has several user cases that relate directly to customers.

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Topics: Customer Experience, Operational Performance Management (OPM), Social CRM, Splunk, Business Collaboration, Business Intelligence, Business Mobility, Cloud Computing, Customer Service, Call Center, Contact Center, CRM, Customer Performance Management (CPM), Information Applications (IA), Information Management (IM), IT Performance Management (ITPM), Sales Performance Management (SPM), Workforce Performance Management (WPM)

Genesys Moves into Mobile Self-Service for Customers

Posted by Richard Snow on May 21, 2012 11:29:55 AM

It has been a busy time for Genesys, a company best known for computer/telephony integration (CTI) and routing software for contact centers. In February it split from Alcatel-Lucent and announced that with financial backing from two investment funds it was going forward as a stand-alone company. Over the last few years Genesys has diversified its portfolio to include workforce optimization, agent desktop, intelligent customer front door (ICFD) and analytics. Amid the current economic uncertainties, going it alone might seem risky and lead it to focus on these core products before expanding more. Not so; at its recent customer event, it announced a new product, Genesys Mobile Engagement, that it says “links mobile apps to customer service agents.”

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Topics: Customer Experience, Operational Performance Management (OPM), Social CRM, Genesys, Business Collaboration, Business Intelligence, Business Mobility, Cloud Computing, Customer Service, Call Center, Contact Center, CRM, Customer Performance Management (CPM), Information Applications (IA), Sales Performance Management (SPM), Workforce Performance Management (WPM)

NICE Systems Mobile Customer Self-Service Connects to Agents

Posted by Richard Snow on May 18, 2012 11:35:23 AM

Conventional wisdom in the contact center is that self-service options for customers reduce the number of their telephone calls. However, my benchmark research into the use of technology in contact centers throws doubt on this, finding that companies still expect the volume of interactions through all channels, including the phone, to increase. This is further supported by my benchmark research into customer experience management which shows many customers starting out with self-service opt to call the contact center because they cannot resolve their issues. In recognition that for the foreseeable future agent-assisted service is likely to sit alongside self-service,  NICE Systems recently announced Mobile Reach,an application that ties self-service on mobile devices to agent assistance.

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Topics: Customer Experience, NICE Systems, Operational Performance Management (OPM), Social CRM, Business Collaboration, Business Intelligence, Business Mobility, Cloud Computing, Customer Service, Call Center, Contact Center, CRM, Customer Performance Management (CPM), Information Applications (IA), Sales Performance Management (SPM), Workforce Performance Management (WPM)