Richard Snow's Analyst Perspectives

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: Business Analytics, Business Collaboration, Business Performance Management (BPM), Call Center, Cloud Computing, Contact Center, Contact Center Analytics, Customer Analytics, Customer Performance Management (CPM), Desktop Analytics, Financial Performance Management (FPM), Information Applications (IA), Information Management (IM), IT Performance Management (ITPM), Operational Performance Management (OPM), Social Media, Speech Analytics, Text Analytics, Voice of the Customer, Analytics, Business Intelligence

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

Customer Engagement Day Reveals New Issues and Opportunity

Posted by Richard Snow on May 1, 2012 11:15:47 AM

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.

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Topics: Business Analytics, Business Collaboration, 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, Desktop Analytics, Financial Performance Management (FPM), Genesys, Governance, Risk & Compliance (GRC), InContact, Information Applications (IA), Information Management (IM), Interactive Intelligence, IT Performance Management (ITPM), NICE Systems, Noble Systems, Operational Performance Management (OPM), Predictive Analytics, Sales Performance Management (SPM), Social CRM, Social Media, Speech Analytics, Supply Chain Performance Management (SCPM), Sustainability, Text Analytics, Unified Communications, Verint, Voice of the Customer, Workforce Management, Workforce Performance Management (WPM), Customer Experience, Analytics, Business Intelligence