Richard Snow's Analyst Perspectives

Cicero’s Desktop Helps Users Work Smarter

Posted by Richard Snow on Mar 8, 2012 9:54:39 AM

Cicero provides what I call a smart desktop product. The software allows users to hide multiple applications behind an easy-to-use interface and build rules to complete tasks more efficiently and effectively, for example, specifying  what field to complete next or the next question to ask a caller. It enhances customer experience management by enabling users to focus on the customers rather than on how to access the various systems, data and information needed to resolve interactions. 

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Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Experience, Operational Performance Management (OPM), Voice of the Customer, Cicero, Analytics, Business Mobility, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Workforce Performance Management (WPM)

Optimizing the Customer Experience Requires Dedication

Posted by Richard Snow on Jul 18, 2011 12:25:42 PM

In my research area, a lot is said and written these days about optimizing the customer experience. Some say it is done by improving key performance metrics such as customer satisfaction (CSAT), net promoter score (NPS) and customer effort score (CES). Others say customer experience management (CEM) is the “new CRM”; some think it is part of a multichannel service strategy, and for others it is as simple as managing social media. In my view it takes all of these, and other efforts, to optimize the customer experience, and thus it is difficult for companies to achieve. Customer experience management is the practice of managing the effectiveness of customer interactions so the outcome meets the customer’s and the company’s expectations. In any case, the key question is how companies achieve this goal. 

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Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Experience, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Cicero, Cincom, MarketTools, ResponseTek, Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Upstream Works, Confirmit, OpenSpan, Verint