New Report: The ROI Of Agile Customer Care: Reduce Training and Easy To Add Channels

The word “agile” has been part of may conversations when it comes to software. This new report looks at the importance of agile customer care. What exactly does agile customer care and agile customer experience mean?

Traditional Customer Care Solutions Require Resources from IT and Result in Low Agent Productivity and ROI

The costs for customer service, customer care or customer experience often come in when a company wants to add a channel, say email or chat or mobile. Often times, depending on the technology stack they already have, there is a lot of code that has been written to add something new – i.e., it requires that a major pow wow of IT, customer care, business leaders, etc..  to all get in a room and meet and discuss the benefits, risks and timeline of adding a new channel. that timeline could be weeks or months.

Often adding that new channel means that the code that has already be written in the customer service software has to be adjusted. This often means IT has to get involved and this change to the code needs to be added to IT’s agenda of an already long list of “asks” from the business as well as what IT is already tasked with (maintenance, system upgrades, compliance, security, etc…) Perhaps we are unrealistic and have always been unrealistic to expect that IT can and should handle everything IT specific as well as all of the needs of the business. Maybe IT should be split into two different departments, one focused on purely IT issues and the other being the IT business liaison?

Agile Customer Care Results in High ROI and Less Stressed, More Engaged Employees 

In our research we found several areas that contributed to ROI:

  1. Lower costs of implementation and maintenance of SaaS customer care and customer experience and
  2. Better customer care technology leads to improved employee/agent experience and customer experiences

Screen Shot 2016-02-09 at 3.59.49 PM

So agile customer care or customer experience software allows a company to add a channel very easily without affecting the code or requiring months and months of writing new code so the addition to the system doesn’t mess up what is already there.

In addition, when agile customer care is implemented, it is often so simple that customer service agents don’t need training. The use of the software is very intuitive. Agents are one, if not the most expensive re-occuring expense in a contact center. So anything that can reduce costs associated with customer service agents (without negatively affecting the service they provide) is extremely important.

It’s also important to look at the stress put on agents to learn new technology. Generally agile technology is more easily adapted because it is so much easy to use. Blame it on the consumerization of IT (CoIT) if you want, but people expect the technology they use to get their job done to be as easy as using a search engine like Google or Bing. (They forget that those types of softwares only have one function – to be a search engine and the software we use to service customers is far more complicated… Nonetheless, people still expect easy to use GUI interfaces that are intuitive. That you’ll only find in agile software. It was designed with the user in mind!
MY POV: Choose agile first. A company can’t be agile if the systems, infrastructure and technology it is using are not agile – meaning that they can’t be changed, added to or modified quickly, on the fly, without waiting in line for the IT department. IT should be supporting the business, customer care and customer experience by choosing agile solutions that allow for quick additions of new channels, workflows, fields and features. Agile should be part of the strategy, part of the process, part of the technology, and part of the culture. 

Design customer service into the customer experience, making sure that the complete customer journey includes an exceedingly better customer service experience. Because customer service needs to happen right where the customer is, it is key to use embeddable customer service tools, especially when it comes to mobile customer care. The key is to make the service experience more effortless.

All customer conversations (social, chat, email, messenger, Facebook, Twitter) should funnel into one place so nothing or no one is left behind. Help customers help themselves by providing amazing, agile self-service capabilities, with one customer portal and knowledge management base.

For more information you can download a courtesy copy of the report here.

@DrNatalie, VP and Principal Analyst, Constellation Research

Covering Customer-Facing Application that Make Awesome Customer Experiences

 

Share

JIVE DELIVERS ENRICHED INTERACTIVE INTRANET AND CUSTOMER ADVOCATE SOLUTIONS ACROSS DEVICES

Jive Software, Inc. announced the latest release of its industry-leading internal and external community solutions, including a bold and beautiful redesign of its entire product portfolio. Additional features like peer-to-peer recognition, enhanced SEO, global translation capabilities and updates to Jive’s purpose-driven apps deliver a complete, engaging experience that drives brand affinity for external communities and employee engagement for its interactive intranet offering.

Ofer Ben-David, executive vice president of engineering at Jive, said, “A great user experience is critical in driving adoption, enabling productivity, and providing the ultimate work experience, whether for employees, customers or partners. And just as important, these experiences have to be just as vibrant from a mobile standpoint as from a laptop. Jive is where our customers get their work done, day in and day out. With our latest releases, we are delivering an exceptional experience across every device.”

What Does Jive-in Deliver for Employees? Jive-n interactive intranet release unites, engages and delights employees for better business outcomes. New features optimize work processes by more deeply engaging a company’s most valuable resource – its people.

  • Visually appealing core content: Newly redesigned blog posts delight and draw-in the user at first glance, while ideas and polls make the most popular items pop. In addition, users can now have group images thematically so as to tell a visual story. Aside from content, Jive has also redesigned some of the interaction elements focusing on more effective and thoughtful information rendering
  • Improved calendars: Employees can quickly distinguish between different event types, and see an at-a-glance view as they browse various events in their calendar.
  • The entire intranet in your pocket:With Jive Daily, the flagship mobile app for Jive-n cloud, the entire workforce can create, edit, comment, share, browse, search and vote – all while on-the-go. In addition, Jive’s other purpose-driven mobile apps have also received new updates, including a new user interface for Jive Circle and a new group chat feature for Jive Chime.

“The rapidly changing nature of work has deeply impacted just about every aspect of business – especially when it comes to engaging employees,” said Tim Wike, vice president of communications platforms at Thomson Reuters. “By utilizing Jive to create our own ‘Hub’, we are enabling employees to connect, collaborate and work better together.”

What Does Jive-x Deliver for Customers? Jive-x release transforms prospects into customers and customers into advocates. Jive-x provides a connected digital hub that delivers the right conversations in a fully branded experience.

  • Seamless support ticketing experiences: Jive-x support centers now integrate with ServiceNow’s ticket management system, allowing community members to interact with a support person, edit their ticket, and mark it, all from within the Jive experience. This builds on Jive’s broad portfolio of deeply integrated applications including Zendesk.
  • Enhanced SEO for more reach and engagement: Jive-x customers report that 80% of their traffic comes from organic search, Jive-x community’s communities are even easier to find on Google search with auto-populated Google site link and video sitemap codes.
  • Helpful translation services: Jive-x now enables users to consume and read content in whatever language they choose. With one click, community members can translate content and comments using popular translation services like Google Translate, Microsoft Translator and Lionbridge.

In addition to this release of its internal and external community solutions, Jive also announced WorkHub and new, tailored packages for businesses and vertical industries:

As brands are considering communities, they need to really look at the business results they want to achieve. Communities provide so much more than what has been written about, i.e., Customer Service enhancements. You can find more in the research I recently conducted where you will find details on what else you can begin to expect from online communities.Screen Shot 2016-01-29 at 12.08.35 PM

If you have set up a community, love to hear more about what your experiences are with respect to business results.

@drnatalie Petouhoff, VP and Principal Analyst

Covering software that enhances better customer and employee customers and while enhancing a business’s results.

Share

Communities Add Business Value: Verint Advances Customer Engagement Optimization Portfolio with New Release of Telligent Social Community Software

Verint System, Inc and Selligent announced a major new release of its Telligent Communitysolution. Among the latest advancements to the Telligent Community are the new community management tools and user experience capabilities, workflow enhancements, new content management and moderation functionality, and ongoing API investments, as well as solution availability in a Community as a Service (CaaS) model.

These advancements are designed to further organizations’ use of actionable intelligence that flows through their communities as they focus on the advancement of strategic objectives, such as gaining a holistic view of customer service effectiveness, integrating social experiences on the web and supporting digital transformation initiatives. 

The Telligent Community social software platform— which is available in SaaS, on-premises and now CaaS deployment models—enables customer service and digital marketing organizations within a business to create compelling, online, branded communities for customers, partners and employees to collaborate and engage. This new release marks the first community product introduction to follow the acquisition of Telligent by Verint in 2015.

Community Management Advancements for Increased Efficiency: The suite of Telligent applications and services features advanced management capabilities designed to reduce the time and resources required to manage the community. Among these are new moderation functionality, updates to leaderboards, search engine optimization (SEO) updates, new content management tools, and enhancements to question and answer (Q&A) workflow for customer support use cases. All of these enhancements are designed to free the community owner to spend more time with customers.

Staging and Publishing Workflow Enhancements to Simplify Deployments: New workflow capabilities in the Telligent solution enable users to stage and preview changes and updates to the community prior to rolling them out into live user environments. For Telligent customers upgrading from previous versions or upgrading widgets, these staging and publishing enhancements can save valuable time and effort, and simply workflow and deployment.

Addition of Intelligent Content Management and Moderation Capabilities: Also new to the Telligent Community is the introduction of analytics, user reputation and abuse reporting to enhance and simplify workflow associated with moderating content and users. These expanded moderation capabilities provide services across all content published within the community and add a process that enables content authors to appeal when content is incorrectly moderated. This represents yet another advancement designed to ease the workload of the community manager.

New Community as a Service Offering: In addition, the Telligent solution is now available in a Community as a Service (CaaS) model. By using CaaS, organizations can benefit from the full suite of applications, services and management tools offered by Telligent Community. The CaaS offering is a Telligent managed service solution that enables customers and partners, and their developers, to build the unique, creative community experiences they desire.

Ongoing Investment in the API Economy: For developers, the solution features a host of advancements, including moving many of Telligent Community’s integrations to open source on GitHub. It also has new editors for managing content, as well as editors for managing all design elements, such as CSS. Further enhancements involve expanded APIs, WebHooks and application tracing, all designed to simplify development efforts for customers and partners that want to build on the Telligent platform. The solution also includes updates to its widget studio functionality for managing the full user experience.

More Words From The Executives: “Telligent is delighted to bring these new capabilities to market as we continue to invest in and grow our business in social software for customer and employee communities,” says Rob Howard, vice president and general manager for social communities, Verint Enterprise Intelligence Solutions.™ “These latest advancements are designed to offer our customers more deployment model options, enable 100 percent customization and simplified management, and add advanced functionality for sharing ideas and feedback.”

Customer communities serve as a natural extension to customer engagement optimization, and Verint offers communities as part of a comprehensive platform with ties to engagement management, customer analytics and workforce optimization. Using the Telligent solutions, organizations can uniquely provide actionable intelligence across customers’ omnichannel experiences to include voice, chat, email, web self-service, and customer and employee communities. Leveraging community software, companies can foster customer-to-customer and employee-to-employee collaboration and trust, support and drive enhanced self-service and social support, lower service costs, and enable destinations for dynamic digital marketing campaigns, while fostering new levels of customer and employee engagement.

 As communities become more and more important to companies, as the research in my paper has shown, it’s important to a businesses strategy to include a community. You can download an excerpt and learn more about my research findings on the business value to communities, that goes far beyond just Customer Service.

Screen Shot 2016-01-29 at 12.08.35 PM

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research

Covering Customer-facing Applications That Drive Better Business Results

 

 

Share

Machine Learning and Customer Experience: Wise.io Introduces First Intelligent Auto Reply Functionality for Customer Support And Customer Experience

Wise.io, which delivers machine learning applications to help enterprises provide a better customer experience,  announced the availability of Wise Auto Response, the first intelligent auto reply functionality for customer support organizations. Using machine learning to understand the intent of an incoming ticket and determine the best available response, Wise Auto Response automatically selects and applies the appropriate reply to address the customer issue without ever involving an agent. By helping customer service teams answer common questions faster, Wise Auto Response removes a high percentage of tickets from the queue, freeing up agents’ time to focus on more complex tickets and drive higher levels of customer satisfaction.

How Does it Work? Wise Auto Response identifies common customer inquiries that can be responded to with a high level of confidence – such as password resets and basic product functionality, or standard “thank you” email templates that don’t require hands-on follow up – and automatically responds without the need for any manually written business rules.The newfunctionality complements the current suite of predictive applications offered by Wise.io, including Wise Routing, which automates the support ticket triage process, and Wise Recommended Response, which provides a ranked shortlist of appropriate macros and templates for each new customer inquiry.

 Wise Auto Response is built on four core components:

●      Contextual learning. When a new ticket arrives, Wise reads the content of that ticket – including text, data fields, and timestamps – and ranks all available templates on their appropriateness, based on how a templates was used to successfullyrespond to customer issues in the past.

●      Self-aware confidence level. The application is aware of how confident it is that thetop-ranked template is the correct response for the customer issue. That degree of confidence is used to decide whether a reply should be sent automatically or suggested to a human agent, based upon the cost and consequences of being wrong.

●      Controlled automation. The support manager retains a high degree of control over what is automated, including restrictions on eligible templates, confidence thresholds and response timing. Reports also provide a complete view into what customer issues have been “auto responded” to.

●      Continuous improvement. Compared to traditional approaches that require support managers to manually adjust business rules, the Wise application adapts seamlessly to new customer issues and response templates. By intelligently learning how agents engage and incorporating that knowledge into its confidence level and response ranking, the application drives consistency and efficiency across the entire support team.

Wise Auto Response is available for most major support systems, including Zendesk and Salesforce Service Cloud. For more information on Wise.io’s suite of customer service automation applications,including classification, routing, and response,  you can visit: www.wise.io.

A Word From The Executives: Francesca Noli, VP of Marketing at Product Madness said, “Wise Auto Response has dramatically eased the burden on our support agents, allowing us to reply to half of all tickets automatically.Now we are able to focus agent attention on more complex, customer-facing issues like payment problems, which have a direct impact on our bottom line. Wise gives us the best of both worlds: it has the power of an artificial intelligence system like Watson, along with the lightweight integration we need to successfully apply machine learning to our service operations quickly, easily and cost effectively.”

Jeff Erhardt, CEO at Wise.io said, “We’re on a mission to radically transform the business of customer support, and Wise Auto Response is a natural extension of the other applications we have on the market that we’re achieving great success with. By automating simple communication and augmenting other interactions that still require the human touch, companies are realizing the value of machinelearning-based routing and response to optimize the entire customer experience.”

If You Want to Know More About Wise.io, Here’s a Quick Overview:  Wise.io delivers  customer experience through machine learning. Leveraging cutting-edge data science and built on a powerful machine learning engine that learns from past patterns to predict future behavior, Wise customer service applications help business users regain control over the ever-growing volume of customer inquiries.By maximizing existing investments and augmenting human decision making with predictive analytics,Wise.io enables enterprises to efficiently scale customer service while increasing the level of customer care. Companies ranging from Silicon Valley startups to the largest Fortune 500 corporations rely on Wise applications to better engage with their customers. Founded in 2012,Wise.io is headquartered in Berkeley, CA and backed by Voyager Capital. Follow at @wiseio.

Humans have done the hard work for years, manually responding to common, repetitive support requests. With Wise Auto Response, machine learning can now take advantage of that history to ensure customers receive a fast response to straightforward questions, while allowing agents to focus on higher value customer engagement. It’s a very interesting application of machine learning and one that will make customer experiences better and customer service more effective and efficient.

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research

Covering Customer-facing Applications That Drive Better Business Results
Share

Capgemini University is The Recipient of the Prestigious Brandon Hall Group Excellence Awards

Capgemini University is recipient of the prestigious Brandon Hall Group Excellence Awards. It is being recognized for outstanding learning programs in two categories and for its contribution to developing innovative and business focused learning programs. Capgemini University was congratulated at the Brandon Hall annual Human Capital Management Excellence Conference.

Now in its 21st year, the Brandon Hall Group Awards is a renowned industry platform which recognizes leading companies from across the globe for successfully designing and implementing effective learning and development programs within their organizations.

Capgemini University won a gold medal for Software Engineer of the Future MOOC” in the ‘Best Unique or Innovative Learning and Development Program’ category. It was also awarded a silver medal for its “Engagement Manager Certification” in the ‘Best Learning Program Supporting a Change Transformation Business Strategy’ category.

A Take From The Executives: “We are delighted to be recognized once again in the Brandon Hall Group Awards for our learning programs that drive positive business and organizational outcomes,” said Steven Smith, Corporate Vice President, Capgemini University Director. ”It is a testament to Capgemini University’s ongoing commitment to providing high quality learning programs to its employees globally. The Software Engineer of the Future MOOC and Engagement Manager Certification programs deliver flexible solutions that support both learning and delivery objectives and help accelerate the development of key groups of employees.”

 “The high quality of work and commitment to driving business results among our award winners never fails to amaze me,” said Rachel Cooke, Chief Operating Officer of Brandon Hall Group and head of the awards program.“The winning programs deliver meaningful business results to their organizations. Winning an Excellence Award is a great honor, but the real winners are the organizations themselves and their customers and clients because of the innovation and customer focus they demonstrate.”

About Capgemini University: The awards mark a consecutive win for Capgemini University, which also took home multiple learning awards. First established in 1987, Capgemini University offers innovative learning solutions to all its employees worldwide through its international world-class campus of Les Fontaines, near Paris, France; as well as through virtual and local classroom and a wealth of other e-learning programs.

The Capgemini University plays a key role in developing team skills and capabilities in line with the company’s strategy, priorities and client expectations in creating and delivering learning journeys for sustainable results on individual, community and group level.

It provides learning from both in-house and from external providers through innovative learning programs based on our next generation learning principles and our collaborative approach. Capgemini University was the only Corporate University in the IT industry to be accredited by the European Foundation for Management Development (EFMD) in 2008 and in 2013 the University delivered more than 2.5 million learning hours to 110,425 employees across the Group.

As an educator, it is really important than companies keep their employees up to date the the latest in various subject, as many of the concepts and content provided is not always provided in such a practical manner as what is offered in business schools. This is a very important program, especially in the area of change management, as that is rarely taught at the university level.

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research

Covering Customer-facing Applications That Drive Better Business Results

 

 

Share

One in Every Five Mobile Users Actively Seeks Help While Using an App

Helpshift’s customer support platform for mobile shares proprietary data reveals the importance and impact of in-app support for the mobile industry. Helpshift’s team of data scientists polled the company’s entire install base of 1.3 billion devices, monitoring user behavior over the course of a six-month time period.

Helpshift, a mobile support platform revealed new proprietary data that showed:

  • One in every five mobile users actively seeks help within the apps they use.
  • Of the 1.3 billion mobile devices polled, 20% percent actively sought help.
  • An estimated 95% of mobile apps in the app store lack an in-app channel for customers to get immediate support.
  • Of the 284 million users who actively sought help in-app, only seven percent proceeded to file a support ticket after utilizing a specific self-service FAQ provided in-app, thus proving the efficacy of proactive in-app support.

Abinash Tripathy, CEO and co-founder at Helpshift said, “At Helpshift our goal is to bring Customer Relationship Management (CRM) into the post-PC era said this data proves the value of in-app customer support. Just as other technology is evolving, so too is CRM and customer support. We must tailor our support to our customers needs and meet them in the channel they prefer which is in-app, so that brands can engage and retain mobile customers. Helpshift achieves that goal as the leading support platform built specifically for mobile. We’ll continue to help companies provide the best support we can and keep their customers returning to their apps.”

A Bit About Helpshift: Helpshift is the world’s leading customer support platform for retaining and engaging mobile customers. Through an all in one SDK, Helpshift makes it easy for businesses, large and small, to support for their customers through in-app FAQ’s, in-app Chat, a full CRM ticketing system, in app campaigns, and in app surveys, allowing companies to provide a best in class customer support experience on  mobile. Companies such as Microsoft, Target, Glu, Zynga, WordPress and others use the Helpshift platform for in-app support. To date, Helpshift has raised $13.2 million and is backed by Intel Capital, True Ventures, Visionnaire Ventures and Nexus Venture Partners. To learn more about Helpshift, visit https://www.helpshift.com and follow @helpshift on Twitter.

Mobile customer service is very important, as more and more customers are using their mobile devices. Getting help on a mobile device can be very frustrated and companies need to evaluate their ability to service their customers on this very important device / channel.

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research

Covering Customer-facing Applications That Drive Better Business Results
Share

Trusting Self-Service Analytics: Teradata and Alation Partner to Build Better A Application

Teradata announced a strategic partnership with Alation, Inc., the collaborative data company, to deliver a collaborative data catalog that brings trust in data to self-service analytics. 
What Does This Mean To You?
  • Teradata will re-sell the Alation Data Catalog to Teradata customers and prospects struggling to achieve trust in data – in those data environments that have grown more complex with big data. 
  • Alation is currently in use at several large Teradata customer organizations. For example, eBay was recently honored at Teradata PARTNERS Conference and Expo with a Teradata EPIC Award  for its self-service analytics with Alation.
  • The Teradata and Alation partnership includes joint engineering, joint sales engagement and joint marketing.
  • Teradata customers will be able to obtain licenses for Alation software under their existing Teradata agreement.
Big data has become a very popular topic and one that many companies need to master beyond just the data, but use the data to be able to make their businesses more profitable. Brand need to evaluate their strategy on using data to increase revenue and decrease costs. But that is only possible if the data the brand is using is good. The phrase garbage in, garbage out has never been so important and brands need to have a way to evaluate and trust the data they are using to run their businesses and make better business decisions.

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research

Covering Customer-facing Applications That Drive Better Business Results

 

Share

Facebook Audience Optimization Capabilities: What Does it Me To You?

Audience Optimization is a new tool that reveals the hundreds of thousands of categories Facebook divides its users into, but also the number of people who belong to each one. The tool allows any official page manager to identify the “Preferred Audience” for a post by searching for and selecting interests relevant to the story. To help make sure these interests are just right, i.e, not too niche nor too broad, Facebook auto-completes interests and displays the total audience size for each one. This is not as a subset of your page’s followers, but as a subset of all Facebook users. Most interests are sorted into broad categories like Lifestyle and Culture, People, or News and Entertainment. It is the closest complete, ranked list of every interest on Facebook.

Facebook says there are 839 million interested in love and 571 million in happiness. These are larger compared to the 88 million interested in categories like the 28 million interested in envy, 41 million in crying, 81 million in boredom and 88 million interested sin. These categories and interests are formulated algorithmically from popular Facebook open graph pages (the articles, music, and videos being shared), Facebook Ads tags, and other Facebook data sets. The list suggests that the algorithms are scraping keywords from people’s posts. (Facebook says Messenger was not included.)

If you want more info, take a look at What the Verge did: they created the top 10 biggest audiences in a few categories: celebrities, 2016 presidential candidates, positive and negative emotions, gadgets, and a sampling of the most bespoke hipster interests with fewer than 30 followers. Note that audience size does not take into account sentiment. So just because Donald Trump has 20 million may not mean it’s all positive or flattering. They have extracted the top 2,001 interests here, or you can download the exhaustive 18.2 MB list. They even made an interactive Facebook popularity quiz.

These lists show us what Facebook is learning about people who post there. Facebook was clear that Preferred Audiences are not (necessarily) the same as its advertising tags. However, but they both rely on similar algorithms to sort users and target us with content. So if you are wondering why you see certain ads, this may help to explain some of that. Will this be helpful or hurtful to agencies? For marketers, this could be very helpful in target marketing. As a regular person, be careful what you post. You’ll probably see more of the same; these platforms we all use are definitely into collecting our data.

@DrNatalie, VP and Principal Analyst, Constellation Research

Covering Customer-Facing Applications That Deliver Better Customer Experiences

Share

Watch What Twitter Does Next… Customer Service or….

How does Twitter make money? Good question. Many companies use it for Customer Service – as consumers have figured out it’s a great place to embrace a company into fixing a customer service issue that has not been resolved or just to get the brand’s attention. With the announcement of Silicon Valley investor Marc Andreessen and firm Silver Lake Partners, shares of Twitter jumped nearly 8%.

According to The Information, several investors in Silicon Valley are pulling together plans to buy or restructure the company. There have been conversations around an potential acquisition as some of the senior executives are changing guard, including the head of product and engineering, CEO Jack Dorsey, leaving last month.

One of the questions from investors is how quickly is Twitter adding new monthly active users? Last quarter, Twitter missed the Wall Street forecast, with only 307 M active monthly users. Twitter is used by many people to keep in touch, drive change in foreign countries, provide insights into what consumers think is value and whether they need Customer Service help. Some companies, like Dell, have used it to sell refurbished lap tops and generate revenue. Twitter also provides an invaluable source of customer data. The question for Twitter is what can they offer brands, that they would pay for? It will be interesting to see how one of the darlings of social media ends up!

@DrNatalie, VP and Principal Analyst, Constellation Research

Covering Customer-Facing Applications that Drive Better Customer Experiences

 

Share

Adobe Completes Acquisition of comScore Digital Analytix Business

Adobe officially closed its acquisition of the technology assets and accounts of the comScore Digital Analytix business.

What this means for you: Adobe and comScore will work together to ensure that the business-critical workflows that Digital Analytix customers rely upon are not disrupted. They welcome all Digital Analytix customers into the Adobe family and will provide clients with the exceptional innovation and customer support.

Enterprise analytics is a strong and strategic focus at Adobe. In just the last few quarters they have shipped hundreds of new analytics capabilities; you can check out some of the most impactful features in the last few releases here. Adobe delivers innovation that is fueling customer insights, driving better decisions and improving business results for organizations in every industry. In the future they are looking to continue to forge ahead and lead the next frontier in analytics — customer intelligence across the enterprise.

What Does the Acquisition Mean? The acquisition expands the Adobe Analytics footprint in the enterprise media and entertainment vertical and strengthens Adobe’s presence in the European market. Adobe also sees potential operating synergies in continuing their development of analytics capabilities for the fast-growing digital video and media space. With the growth of cross-screen content consumption, particularly through over-the-top (OTT) devices, this acquisition allows Adobe to accelerate the delivery of more robust analytics capabilities to this key growth vertical. Adobe will enable media companies to benefit from deep insights into the performance of content across screens. This will allow customers to accurately measure and monetize content across every major IP-connected device, including desktops, smartphones, tablets, game consoles and OTT boxes.

Additionally, this acquisition gives Adobe an expanded customer base in which to introduce their other Adobe Marketing Cloud solutions. To learn more about their current strategy and product offerings, you can go here: adobe.com/analytics. And for additional details about the transaction, you can review these updated FAQs.

The drive for marketing / customer analytics is one of the most important areas a company needs to consider. This acquisition will strengthen what Adobe is offering.

@DrNatalie, VP and Principal Analyst, Constellation Research

Covering Customer-Facing Applications to Drive Better Business Results

Share