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

Genesys and IBM to Improve Customer Engagement with IBM Watson

Posted by Richard Snow on Jun 14, 2014 9:34:58 AM

The contact center market continues to shift focus from handling customer calls as efficiently as possible to providing superior customer engagement across multiple touch points. The latest advancement is an joint announcement from IBM and Genesys who have signed a partnership agreement to provide “smarter customer engagement”. The agreement includes a technology partnership and a joint marketing plan, and brings together IBM’s Watson Engagement Advisor and Genesys’ Customer Experience Platform.

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

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