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

IBM Improving the Science to Apply Business Analytics for Better Customer Engagement

Posted by Richard Snow on Jul 3, 2013 2:53:12 PM

I recently wrote how IBM is making customer analytics smarter. Since then IBM has run events in North America and Europe to demonstrate how it is continuing these efforts and expanding into other areas. Outside of the customer space you can read how my colleagues assess its efforts: Mark Smith discusses HR, Robert Kugel sees its impact on business overall, and Tony Cosentino addresses it in IT. Our research My focus remains the customer and I have learned more about what IBM is doing in social media, identity reconciliation, visualization, mobile apps and big data.

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Topics: Business Analytics, Business Collaboration, Call Center, Cloud Computing, Collaboration, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Performance Management (CPM), Customer Service, Desktop Analytics, IBM, IBM Watson, Mobile Apps, Self-service, Social Media, Speech Analytics, Text Analytics, Voice of the Customer, Customer Experience, Analytics

IBM Watson Engagement Advisor for Smarter Customer Service

Posted by Richard Snow on May 25, 2013 10:55:01 PM

Recently my colleague Mark Smith wrote about the IBM Watson platform. Mark is our expert on technically complex subjects like IBM Watson and‎ cognitive computing and the value it can provide to organizations and wrote an educational white paper on the topic. In fact IBM Watson was awarded the 2012 Ventana Research Technology Innovation Award. I focus on the customer and the customer experience, but I became engaged with the launch of the IBM Watson Engagement Advisor, which uncannily brings the two together.

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Topics: Business Performance Management (BPM), Call Center, Cloud Computing, Cognitive Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Performance Management (CPM), Customer Service, IBM, IBM Watson, Mobile Apps, Operational Performance Management (OPM), Self-service, Social CRM, Social Media, Text Analytics, Customer Experience

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

IBM Launches Customer Experience Lab

Posted by Richard Snow on Mar 18, 2013 8:51:28 AM

IBM recently announced its new Customer Experience Lab. During a briefing I learned that the lab is a response to what IBM discovered by interviewing more than a thousand CMOs, who are concerned about the explosion of data companies collect about their customers. This explosion is being driven by changing customer communication preferences and the way customers now interact with organizations, which I recently highlighted in my post about the 2.0 world. My research into the contact center in the cloud shows a similar trend; although traditional channels such as telephone calls and email are still the most popular, channels such as social media, instant messaging, text messaging and video are fast catching up.

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Topics: Business Analytics, Business Collaboration, Call Center, Cloud Computing, Collaboration, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Feedback Management, Customer Performance Management (CPM), Customer Service, Desktop Analytics, IBM, Mobile Apps, Self-service, Social CRM, Social Media, Speech Analytics, Text Analytics, Unified Communications, Voice of the Customer, Workforce Force Optimization, Customer Experience, Analytics

Expo Shows Maturity of Unified Communications

Posted by Richard Snow on Mar 14, 2012 11:56:04 AM

Like many other observers with a business perspective, I have been skeptical of unified communications, but a day I spent at the recent Unified Communications Expo 2012 went a long way to convincing me that unified communications has entered the mainstream. At this point I think organizations should consider it as a viable option to improve the efficiency of their communications systems, the ability to collaborate internally and with customers, and the effectiveness of their multimedia contact centers. 

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Topics: Business Mobility, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Data Management, Customer Feedback Management, Customer Performance Management (CPM), Customer Service, Dell, Desktop Analytics, IBM, Microsoft, NEC, Nokia, Operational Performance Management (OPM), Predictive Analytics, Social CRM, Social Media, Speech Analytics, Text Analytics, Unified Communications, Vocalcom and Zeacom, Voice of the Customer, Workforce Management, Workforce Performance Management (WPM), Customer Experience, Analytics

IBM Innovates in Call-Routing for Agent Performance

Posted by Richard Snow on Nov 27, 2010 10:34:47 AM

One often-cited approach to improving the performance of contact centers and customer service agents is skills-based routing. This involves tagging data about the skills of individual agents – for example, languages spoken, training courses passed or the ability to handle well a particular type of call – and using a call-routing system to deliver calls to an extension where an agent with the requisite skills has signed in and is available. Identifying the required skills typically is done by an interactive voice response (IVR) system or perhaps through the number dialed by the caller; in the latter case, a high-value customer might call a special number and identify the issue by selecting among options in an IVR system. Either way, matching customers and their requirements with agents skilled in dealing with them is thought to increase the chance that the customer’s issue will be resolved efficiently in the first attempt.

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Topics: Call Routing, Customer Performance Management (CPM), IBM, Operational Performance Management (OPM), Human Capital Management