Understanding the Evolution from Disparate Data to Informative Insights
Data, by its very nature, is difficult to find and to analyze because it’s stored in so many places, with no way to search through it or correlate it across systems to derive meaning from it. As a...
View ArticleExecutives Report Customer Centricity Drives Revenue Yet Major Barriers Stand...
Customers are the lifeblood of every organization. And yet most don’t know enough about their customers, their interactions, their preferences, what they’ve said across social channels, if they are...
View ArticleConversation with SunGard K-12 Education VP of Customer Support Operations
SunGard, with annual revenues of about $4.5 billion, is the largest privately held software and services company; it serves approximately 25,000 customers in more than 70 countries, SunGard’s K-12...
View ArticleWhat Trends Will Impact the Future of Customer Service?
I was recently asked this question during an interview with Jason Redlus, managing member and founder of the Argyle Executive Forum. We had a nice discussion about customer service organizations and...
View ArticleForbes: CA Technologies’ Product Development is ‘Data Driven’
If there’s one company that could serve as a showcase for how better Insight into vast amounts of data can drive improvements throughout an organization, it’s CA Technologies. Coveo has been working...
View ArticleIn Pursuit of Customer Relationship Insight
As those with significant others can attest, and those in the customer service business know, relationships are never mastered – they’re constantly changing, growing and evolving over time. This week,...
View ArticleSurvey says…what? Why customer surveys may not be the best approach
Customer Experience management is all the buzz now a days. The good news is that companies seem to be more and more genuine about paying attention to their clients’ needs. But are they taking the right...
View ArticleR&D’s Greatest Challenge: Insight to Innovate
Amid the excitement and athleticism of the Olympics, we have uncovered another interesting display of global competition. And although it may not be as entertaining, the ramifications are more...
View ArticleHow to Truly Listen to Your Customers – through Social Media and Enterprise...
I had the pleasure of attending a Forbes CMO Network event last month that highlighted the challenges and opportunities associated with a social business strategy. The presentation by Charlene Li of...
View ArticleA.I.M. Higher: Empower Your Service Reps to Delight Customers
On a trip to Orlando two years ago, I arrived quite late to a Hilton hotel and visited the restaurant a few minutes before closing. The server took my order, disappeared, and didn’t come back for a few...
View ArticleHow to Deploy an Insight Solution: Best Practices for Advanced Enterprise...
A slow and steady strategy may have proved successful for the tortoise when racing the hare, but it certainly isn’t the approach to apply to your knowledge management strategy. Whenever an employee in...
View ArticleUnderstanding the Evolution from Disparate Data to Informative Insights
Data, by its very nature, is difficult to find and to analyze because it’s stored in so many places, with no way to search through it or correlate it across systems to derive meaning from it. As a...
View ArticleAsk a Systems Integrator: What’s next in content personalization?
When it comes to a brand’s online experience, personalization is the new mandate. But personalization goes beyond content creation and web content management – it requires advanced planning, strategy...
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