What You Don’t Know About Millennials Will Hurt Your Bottom-line

This research that I just completed is about how to use customer experience to turn Millennials into brand advocates. Why does it matter? They are different than other generations that have come before then. If you are in the Boomer Generation and are running a contact center there are some changes on the horizon that are key to know about and start preparing for now.

Let’s look at some of the stats. There are >2 billion people in the world. Two billion are active on social media and 1 in 3 consumers prefer social to phones for service. Who’s leading the way? Those that were born into the world with nearly a device in their hand, well almost. And while this post is about customer service, we can’t really separate marketing, customer service and other disciplines. We’ll see why in a minute.

Millennials are the largest, most diverse, educated & influential shoppers on the planet. They are positioned to be the wealthiest generation to date and have influence over their Baby Boomer parent’s choices & will inherent their money / real estate. In fact, by 2018 in US, projected income = $3.4 Trillion/year & surpassing Baby Boomer income.

They are different than The Boomer Generation in that social networks & technology are their LIVES! Here’s some stats:

  • 75% created a profile on a social networking site
  • 55% visit those sites once/day
  • 60% connect to the Internet wirelessly when they are away from work or home
  • 88% text each other
  • 74% new technology makes their life easier
  • 50% use it to be closer to their friends
  • 65% are disconnected one hour or less a day

And millennials take online action all the time!

  • 70% recommend their favorite brands to family & friends
  • 47% write about good online experiences
  • 40% have criticized a brand on a social network
  • 70% would create a video and post it online or write a review about their experience with a company

This post is about customer service, but the initial engagement of Millennials is typically through efforts that tend to fall into marketing – though can also be done in customer service. You want to asknormal-customer-text yourself are you really ready for the Millennials generation? Do you understand how different theunder-20-customer-texty are?






So if you are wondering where to start here’s some tips:

Map Your Generational Customer Journeys. This is Maya. She is 22 and social is her life. She may do some research using google and find your website. They she may decide to buy something from  Facebook ad, then one the she’s using the product and finds it not up to her standards, she complains on twitter and then leaves critical feed back you your website.


Learn Why Millennials Trust Your Company Enough to Buy from Them

While 55% said “price” was most important reason, however, price is the least important in building their trust

  • 30% cared more about product quality & quick service
  • 20% cared more about the range of products offered
  • Brand switching is common (least loyal of all generations)

Learn How Do Millennials Decide To Buy From You

A company’s reputation can matter as much as the performance of its products

  • 34% bought from a brand because of the social or political values of the company
  • 89% intentionally visit showroom to see product; then price compare & buy online at best price
  • 90% tell their family & friends NOT to purchase the company’s products when they lose trust or respect for a brand

Engage Millennials Around Life Events

  • They care about things that affect their life
  • Graduating, getting married, buying a house, having children, getting a job, getting divorce, dating…
  • That’s the type of content they are looking for from you – help them with their life events and they will reward you with their loyalty

But Know As You Engage Millennials, Don’t Separate Marketing and Customer Service!

Millennials don’t see the company from separate silos. They see the company as one large department and they expect that you know them and that you treat them the same in all channels, on all devices and from all interaction aspects – from marketing, to service to…. If a Millennial has a problem with a company, instead of calling customer service… 

  • They text 5 friends & share frustration on Facebook
  • Friends share the story with peer groups
  • Result: Friends comment on the incident & share their own stories of disappointment
  • A single event can spread like wildfire
  • When seeking customer service <1% will call customer!

Empower WORD-OF-MOUTH Millennial From All Departments and Share Data About Customers Across All Departments

Know what Marketing said to the customer about a product and service. Know what the brand promise was and make sure the product lives up to it. And that customer service knows what that promised was so they can help transform a bad situation into a good one. Millennials want to trust your brand.

  • Millennials are looking for great products and brands to share with their friends
  • Focus on making an excellent product
  • If you do, then your marketing efforts can be authentic
  • As a result, WOM marketing will be done by Millennials.

So here’s some take aways and look forward to a new report with much more details soon! I am speaking at OpenWorld on Tuesday Sept 20 at 11 AM in Moscone West. Come say hi! I want to hear your stories!


@DrNatalie Petouhoff, VP and Principal Analyst

Constellation Research Covering All Customer Facing Applications to Create Great Customer Experiences!


*Sources: Pew Research,  Javelin Strategy & Research Study  &  IRI study



Where I am Speaking This Fall! Come Say Hello!

It’s a busy fall and I hope to see you all out there, whether in person or on a webinar. Here’s some of the places I will be:

1. Webinar: ROI of Social Customer Care Sept 6th @clarabridge http://bit.ly/2bvWzgJ #custserv #CX

(Here’s the report: http://www.drnatalienews.com/blog/roi-of-social-customer-service-how-to-calculate-it-and-create-a-strong-business-case )


2. Think ROI of Social #custserv can’t be calculated? Think again! Webinar Sept 13th @clarabridge http://bit.ly/2bSN0vj

(Here’s the report: http://www.drnatalienews.com/blog/roi-of-social-customer-service-how-to-calculate-it-and-create-a-strong-business-case )


3. Digital Transformation: the Digital Blindspot – don’t let it happen to your co #ITRATL Sept 14th @constellationr (Here’s the report: https://www.constellationr.com/research/digital-disruption-blind-spot-could-sink-your-iot-initiatives )


4. Modern survival guide: Speaking on #custserv for Millennials #OOW16 Tues 11AM Sept 20th @constellationr


5. Webinar: How #DPM is the new #CX Sept 28th @dynatrace http://bit.ly/2bDQq2X @constellationr

(If you’re not actively managing digital #CX you’re not doing it right. check out the report on how to make #CX the best in the biz http://buff.ly/2b2yjpW )


6. Digital Performance Management #DPM #DXS16 November 14 – make your #customerexperience #CX really powerful http://bit.ly/2bCLNrE

(If you’re not actively managing digital #CX you’re not doing it right. check out the report on how to make #CX the best in the biz http://buff.ly/2b2yjpW )


Dr. Natalie Petouhoff, VP and Principal Analyst

Covering Customer Experience and Customer Service, Digital Performance Management and Digital Transformation




From the Field: Lithium Technologies and Microsoft Dynamics Partner To Create A Total Community Digital Strategy

Is social CRM dead? Depends on what you consider social CRM to be. With the partnering of Lithium Technologies and Microsoft Dynamics, we will see yet a new and more extensive version of intelligent customer engagements. The partnership includes Microsoft Dynamics and Lithium’s community data, social customer intelligence and analytics.

The expectation of the value of an online community is often associated with cost savings – just as call deflections can reduce the costs of customer service. While many cost savings are possible, there also are six major areas that my research has found through which an online community can contribute to a company’s revenue, profits and margins. The six areas are: increased revenue through new products and services; enhanced communications, marketing and public relations; improved employee engagement; better business cost efficiencies; expanded business value in customer service; and heightened senior leadership and board member business guidance. With this paper, leaders can create a basic blueprint to embark on a discussion about whether to create an online community, the value the community can provide, and how best to lead this key strategic initiative in their organization.

Back to the conference, @jasonlsilva gave a wonderful talk on perception, change and our ability to redefine the meaning of a billionaire to one that helps a billion people. That I think is quite different than most of the start-up wanna-be billionaire’s who are in tech to become the next billionaire. You can see more of the videos from Jason’s show BrainGames on youtube called Shots of Awe. He talked about how the smart phone is the most powerful tool to get people out of poverty. And that it’s important to step back and understand where we are in time with respect to technology. 100 years ago we were electrifying the world – today we are cognifying the world via technology. In cognitive psychology, after a signal reaches the brain, the instant when we are aware of a change in our environment, but it is before the brain is able to identify and codify what the change is. The key is to not only not be afraid of change, but to embrace it with a positive mindset. The book Mindset was recommended by Lithium’s CEO Rob Tarkoff @rtarkoff by Carol Dweck. And lucky me – got a selfie with @jasonlsilva – @jasonlsilva and @drnatalie

Speaking of great customer service, I got this note from Claudia Kardzair & Nena Gadingan who are Guest Care Managers at the San Francisco Marriott Marquis:

Screen Shot 2016-06-09 at 11.11.04 AM

The days of loyalty driven by customer care are here. Some analysts think companies will be competing on customer experience in the future. I believe they always have been. It may not have been as measured as it is now, it may not have been as obvious as now — but customers have been making mental note of their experiences. If it is bad, they will take themselves out of your marketing funnel, regardless of the number of emails, tweets or other communications a brand sends. It is the era of customer experience being the number one metric all CEOs and CFOs need to pay attention to.

And at the conference we got to hear about the wonderful total community results from customers like @USAA and Renee Horne and Mark Nichols from Skype.

Skype Community Results Renee Horne USAA Results






The keynote on the future of CRM and intelligent customer engagement by Jujhar Singh, General Manager of Microsoft Dynamics CRM, provided a deeper understanding of what the partnership means to customers.  He shared key insights into how businesses can maximize customer data to create more personalized brand experiences. The combination of online communities and the power of CRM is an amazing capability. Rob Tarkoff, president and CEO of Lithium Technologies, explained that with the partnership Lithium will be able to expand what they now offer, the power of Total Community across Microsoft’s intelligence and data infrastructures.

Microsoft Dynamics Integration with Lithium Technologies

By working closely with Microsoft, they together bring a much broader solution to their our customers. The strategic alliance will allow the integration of Lithium social interactions and community data into Microsoft Dynamics CRM. Microsoft Dynamics customers now have a community platform that offers businesses greater insights from the wealth of customer signals embedded in communities.

What does the future of CRM hold? Perhaps it will finally go from it’s former capabilities – a customer contact management system to actually become the more aspirational customer RELATIONSHIP engagement system that enrolls a brand’s customers and never looses sight of what is important to THEM and is always there when their customers need them with the things that are important to them. When companies do this they become truly customer-centric.

@drnatalie petouhoff, VP and Principal Analyst, Constellation Research

Covering customer-facing applications



Dr. Natalie’s Research Agenda and Published Research

If you are wondering what I have been up to lately, I thought I would put all the research I have published  into one place. Here’s a list of Dr. Natalie’s completed and published research and soon to be published content! It ranges from IOT, Analytics, Big Data, Customer Experience, Leadership, Organizational Change Management, Storytelling, Collaboration, Digital Transformation, Social Selling, Social Media, the Cloud, Marketing, Sales, SaaS, IaaS, PaaS, DaaS, AI, Machine Learning, Innovation, Social Networks, Social Media Monitoring, Mobile, Customer Service and Customer Success Management….and a few things in-between…

IOT (The Internet of Things), Innovation, AI, Machine Learning, Analytics and the Cloud

• The Algorithm of You: How IoT Transforms and Differentiates Customer Experience: Using the Internet of Things to Boost Revenue and Deliver a Brand’s Personalized Promise

• Digital Disruption: The Blind Spot That Could Sink Your IoT and CX Initiatives

• The Internet of Things Improves Customer Experience in Retail Supply Chain

• The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming

• Customer Experience IOT in the Automotive Industry-Upcoming


Digital Transformation: Customer Engagement, CRM, Innovation, Customer Experience, Customer Service, The Cloud and Analytics

• ROI Of Customer Service & Customer Experience

• How to Measure Customer Experience: Performance Management Maturity-Upcoming

• Case Study: Elaine Turner® Brand and Oracle Commerce, Marketing and Customer Service-Upcoming

• The Need for Inspiring Leaders to Orchestrate Customer Experience Initiatives-Upcoming

• Experience Management: How to Deliver Integrated Customer Experiences

• How Rackspace Creates the Next-Generation Customer Experience

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

• Digital Imperatives for Omni-Channel Retail Customer Experiences

• Nine Pillar Of Successful Self-Service for Digital Customer Engagement

• 6 Pillars of e-commerce Customer Engagement

• 9 C’s of Customer Engagement – Delivery and Communication Styles: Channels, Content and Cadence

• 9 C’s of Customer Engagement – People Centric Values: External & Internal Culture, Community, Credibility

• 9 C’s of Customer Engagement – Right Time Drivers: Context, Catalysts, Currency

• How Delta Uses Microsoft Dynamics and Avanade to Create Next-Generation Customer Experiences

• How Microsoft Dynamics CRM Improves Productivity at Trek Bicycle

• Delta Uses Microsoft to Transform Flight Operations and the Customer Experience

• New Belgium Brewing Creates Great Customer Experiences Using Microsoft Dynamics

• Beyond Journey Maps, Delivering Mass Personalization at Scale

• The State of Customer Service and Support Evolves 


Social Media, Customer Service, CRM, Analytics, Innovation and the Cloud

• How General Motors Using Social Media To Listen To Customers and Sell Cars and Deliver Service

• The ROI of Online Communities: Online Communities Provide Value Beyond Call Deflection

• Why Top Marketers Create Branded Social Networks for Customer Engagement

• The State of Customer Service and Support Evolves 

• ROI of Social Customer Service- Upcoming

• The Customer Service Playbook for Integration of Traditional, Digital, Social and Mobile Customer Service Strategies and Technologies-Upcoming

• Mobile Customer Service-Upcoming


Digital Marketing, Analytics, Innovation and the Cloud

• Should the Chief Marketing Officer Oversee the Whole Customer Experience?

• Data-Driven Marketing Campaign Optimization

• VentureBeat: Should the CMO Run the Whole Customer Experience?

• Executive Brief: Can Brands Keep Their Promise?

• Oracle Moves Its Focus from the CIO to the CMO

• How to Staff the Team for Effective Content Marketing

• The State of Marketing 

• Marketing Funnels Are Dead, What’s Next?


Digital and Social Sales; Commerce, Innovation, Analytics and the Cloud

• How Sales Leaders and Sales Reps Can Create a Social Selling Organization: Convert Average Sales Teams into Top Performers Using Social Networks

• Five Approaches to Drive Customer Loyalty in a Digital World

• The Modern Sales Experience

• Continuity of Customer Experiences Drives the Future of Commerce


Customer Success Management, Analytics, Innovation and the Cloud

• The State of Customer Success Management

• Gainsight: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

• ServiceSource: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

• Bluenose: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

• Totango: Customer Success Management for a Post-Sale, On-Demand, Attention Economy


If you are interested in learning about any of these reports or research, a speech or webinar on any of these or related topics, please reach out to me here!

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research

Covering Innovative, Customer-Facing Applications that Create Great Customer Experiences








I’m Judging the SuperNova Awards: Make Sure to Submit Your Case Study

I’m judging the 2016 Constellation SuperNova Awards! Every year the Constellation SuperNova Awards recognize individuals for their leadership in digital business. Nominate yourself or someone you know before August 8, 2016.

About the SuperNova Awards
The SuperNova Awards honor leaders that demonstrate excellence in the application and adoption of new and emerging technologies. In its sixth year, the Constellation SuperNova Awards will recognize individuals who demonstrate leadership in nine categories:
•  Internet of Things – A network of smart objects enables smart services. (sensors, smart ‘things’, device to purchase, artificial intelligence)
•  Data to Decisions – Using data to make informed business decisions. (big data, predictive analytics)
•  Digital Marketing Transformation – Personalized, data-driven digital marketing.
•  Future of Work: Social Business – The technologies enabling teams to work together efficiently. (enterprise social networks, collaboration, digital assistants)
•  Future of Work: Human Capital Management – Enabling your organization to utilize your workforce as an asset.  (talent management, benefits, HR core)
•  Matrix Commerce – Commerce responds to changing realities from the supply chain to the storefront. (digital retail, supply chain, payments, ‘ubiquitous-channel’ retail)
•  Next Generation Customer Experience – Customers in the digital age demand seamless service throughout all lifecycle stages and across all channels.  (crm, customer experience)
•  Safety and Privacy – Strategies to secure sensitive data (blockchain, digital identity, authentication)
•  Technology Optimization & Innovation – Innovative methods to balance innovation and IT budgets. (innovation in the cloud, ENSW cost savings, cloud ERP, efficient app production)
The SuperNova Awards are seeking leaders and teams who have innovatively applied disruptive technolgies to their business models as a means of adapting to the rapidly-changing digital business environment. If you have what it takes to compete in the SuperNova Awards submit your application today: https://www.constellationr.com/events/supernova/2016
If you are doing something really interesting, make sure to send in your case study! It’s your time to be recognized for your hard work!
@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research
Covering Customer Facing Applications that Drive Awesome Customer Experience

Capgemini Announces Expanded Collaboration with Amazon Web Services

Capgemini Is Helping Clients to Migrate Application on AWS. Capgemini announced that it is dedicating more global resources to help enterprise customers build and migrate applications on Amazon Web Services (AWS). As part of its extended cloud services program, which includes cloud advisory, migration and managed business services, ‘Capgemini Cloud Choice with Amazon Web Services’ will see Capgemini further invest in its dedicated migration factory, leverage AWS technology and develop sector-specific IP solutions hosted on AWS.

How Big is the Team? The Capgemini migration factory for AWS, in Chennai and Bangalore, will support customers’ migration of enterprise applications to the AWS Cloud. More than 1000 professionals are anticipated to be trained across India, the UK, the US, Netherlands and France by the end of 2016. The migration factory will use the AWS Cloud Adoption Framework (AWS CAF) planning tool as part of its methodology to enable enterprises to migrate workloads faster and more efficiently to the AWS Cloud. 

A Note From the Executives: Terry Wise, Vice President of Worldwide Partner Ecosystem, Amazon Web Services, Inc. said: “We are delighted to be working with Capgemini as they expand their commitment to AWS customers including a dedicated migration factory. With our respective strengths and methodologies, Capgemini and AWS help enterprise customers become more agile in building and migrating applications, thereby accelerating their transformation to the AWS Cloud.”
What Are the Key Goals Of Capgemni’s AWS? A key goal of Capgemini’s increased focus on AWS will be to develop cloud advisory, migration to AWS and managed offerings specifically for the financial services sector, based on Capgemini IP hosted on the AWS Cloud. One of the offerings already available in this area is Capgemini’s Insurance Connect , a fully managed business service insurance platform which enables core processing, digital services and insights and analytics on AWS. For insurers facing significant variance in workload demands, access to the highly scalable AWS Cloud provides a cost-effective way to integrate functions (such as CRM, policy administration and underwriting) and increase computing capacity on a pay-per-use basis with minimal upfront investment.

What Other Industries Will Benefit from Capgemni and AWS? Asset-intensive industries (such as energy and utilities) will also benefit from the extension of this working relationship, as Capgemini already provides its Digital Industrial Asset Lifecycle Management solution  as a managed business service built on AWS. This on-premises offering is now also available on the AWS Cloud and provides an environment which can be up and running in as little as fifteen minutes. It gives access to a scalable and fast–to-deploy digital asset hub, enabling organizations to advance their digital transformation journey, as well as an accelerated path for improved health and safety compliance, reduction of project costs and improvement of operational efficiency. 

SAP Customers:Customers looking to migrate their existing SAP® solutions to the cloud or to adopt SAP® S/4HANA will also greatly benefit from this expanded collaboration between Capgemini and AWS, with the ability to either get on the latest release of SAP solutions, optimize their workload on the cloud or consume through an integrated delivery model. Also, Capgemini’s SAP certified BAiO (Business All-in-One)  industry specific and Line of Business IP solutions are now available on SAP HANA, optimized to run on the AWS cloud and allowing customers in most industries to be up and running in as little as 6 weeks.

How Long Has the Capgemini and AWS Relationship Existed? Capgemini shares a longstanding relationship with AWS which dates back to 2008, with both parties working to bring business solutions to enterprise customers leveraging Capgemini’s industry expertise coupled with AWS’s technology such as Amazon Elastic Compute Cloud (Amazon EC2), Amazon Simple Storage Service (Amazon S3) and Amazon Redshift. Examples of past innovations include Capgemini’s SAP OnePath and COMPLETE. Capgemini is a Premier Consulting Partner in the AWS Partner Network (APN).

Capgemini’s increased focus on AWS is an essential component of Capgemini’s Cloud Services program, ‘Cloud Choice’, enabled through collaboration with a broad ecosystem of cloud partners, and includes a range of services: Business Cloud Assessment and Strategy, proof of concepts, migrating applications to the Cloud, Platform as a Service, Infrastructure as a Service, Business Process as a Service and Cybersecurity. 

Want more details on the journey? A Note From The Executives: Franck Greverie, Capgemini’s Global Leader for Cloud Services adds: “The continued execution of our client-centric strategy demands even more targeted solutions and responses for our clients’ most challenging business demands. Cloud Choice with Amazon Web Services combines the strength of Capgemini’s Cloud Services global capabilities and delivery assets with the on-going technology innovation from AWS to continue to develop and deliver the right cloud solutions to our collective clients with speed, predictability, risk mitigation and sustainable business impact.” Click on this video link where Lanny Cohen, Group CTO shares his thoughts on the collaborative opportunities and the history of Capgemini’s seven-year alliance with AWS.

What Does This Mean To You Brand? Many companies are starting to realize the benefits of migrating their systems to the cloud. The question is how to get there. With this partnership, companies can be guided to move to the cloud. Where are you on your cloud Journey?

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research
Covering Cloud and IoT That Drive Better Business Results and Awesome Customer Experiences

DialogTech launches SourceTrak 3.0, reinvents call tracking for digital marketers

New Call Tracking For Digital Marketing – Well if you thought the only people who cared about phone calls to brand were people in the contact center, then you may be surprised by DialogTech’s new solution.  Actually its not that surprising me – considering a good 30-50% of calls to a contact center are marketing related – like which size would be better for me, or what are the measurements of the “box” or is the delivery date different than the ship date. These are all questions that would lead someone to “buy” something or not. However, often times those “marketing” type calls go to the contact center. The contact center rarely gets credit for answering lead conversion calls, but many of them do it all the time. Now to the announcement…

DialogTech, who provides of a most comprehensive, end-to-end call attribution and conversion platform for data-driven marketers, announced a breakthrough in call tracking for digital marketing with the release of SourceTrak 3.0. Nearly two years in the making, SourceTrak 3.0 enables the world’s largest organizations to realize the full benefits of call tracking for digital marketing, without the traditional limitations.

What is Included In This New Call Tracking for Digital Marketing?

According to eMarketer, 62.6 percent of digital ad spending in the U.S. this year will target smartphones and mobile devices. As a result, these ads will drive 162 billion calls to businesses by 2019, according to analyst firm BIA/Kelsey. So what is important is to know which programs generate the most calls (and customers) – because its a necessary step to measure and optimize digital marketing performance.

DialogTech’s newly re-architected and enhanced SourceTrak 3.0 technology solution is designed to meet the data, affordability, reliability and ease-of-implementation requirements of Fortune 1000 companies, large multi-location organizations and the marketing agencies they work with.

Enterprise marketing teams and agencies already analyze and optimize the customer journey for the search keywords, digital ads and website interactions that generate online engagement. DialogTech’s SourceTrak 3.0 enables them to do the same for offline phone call conversions. The call data appears alongside the online data in the marketing solutions they already use and requires no change to current processes and causes no disruption to digital ads or website performance.

What is Included In This New Call Tracking for Digital Marketing?

  • Full Attribution For Every Phone Number on a Website – Provides complete call attribution data – including the search keywords, digital ads, referring websites and webpages that drove the call – for every call from every phone number displayed on a website, including every number shown in “Find a Dealer” and “Find an Agent” webpages consumers use to locate and call their closest location or agent.
  • Keyword Attribution for Every Call From Google AdWords – Whether a call comes from a “Call” button in a Google search ad or from a searcher who clicks through to a website, SourceTrak 3.0 captures complete keyword, session and caller data for every call. That call attribution data, as well as any revenue generated from the call, can be imported directly into Google AdWords alongside online data for a complete and accurate analysis of search advertising ROI.
  • Accurate, Spam-Free Call Data – SourceTrak 3.0 call attribution data is now protected by SpamSentry™ technology, which prevents spam calls from distorting marketing data and frustrating sales agents.
  • Fast, Seamless Implementation – SourceTrak 3.0 enables marketing teams and agencies to implement call tracking on any website in a few clicks without any help from IT, any negative impact on website performance or SEO ranking or any disruption to existing digital ads.
  • Affordability – Only SourceTrak 3.0 has heartbeat technology that enables businesses to capture complete call attribution with the fewest phone numbers – and lowest cost – of any call tracking provider.

SourceTrak 3.0 technology is available as part of the DialogTech Voice360® platform, which also includes an integrated suite of marketing solutions for caller qualification and scoring, contextual call routing and management, conversation analytics and spam call blocking. All SourceTrak 3.0 features are backwards compatible with SourceTrak 2.0, and all SourceTrak 2.0 users have automatic access to the new functionality.

For more information on how to get started today, contact DialogTech at DialogTech.com.

If you are part of a contact center, how many of your calls are marketing oriented vs “help me fix this” type calls? Should Marketing pay for some of the contact center costs if a percentage of the calls are lead conversion related? These are the questions we will be asking ourselves as we see Marketing, Sales and Customer Service converge into commerce.

@drNatalie Petouhoff, VP and Principal Analyst, Constellation Research, Covering Customer Facing Applications.


Honorees Announced for the 2016 Marketing Hall of Femme!

Direct Marketing News is honored to announce the 2016 Honorees to the Marketing Hall of Femme! These incredible women have storied careers, take risks, and push the industry and their companies forward with their edgy marketing strategies. On April 8, 2016, we’re celebrating all of their outstanding achievements and more.

New this year, the event features a Leadership Summit in addition to the Awards Luncheon. Attendees will meet the 2016 Leading Ladies, hear the first-person narratives behind their success stories, and attend educational sessions that explore the challenging yet rewarding roles of female leaders in the marketing industry today.

Introducing 2016’s most influential women in marketing:

marketing2 marketing marketing3

Learn more about the inspirational event that is the Marketing Hall of Femme:
Click here to read about previous years’ honorees and keynote speakers, view video interviews, and more.

My POV: Of course it would be to say that we need more women in technology. That’s it. I will keep it simple. And to congratulation all the amazing women named here and that work in the world of technology every day! You are my heros.

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research
Covering Cloud and IoT That Drive Better Business Results and Awesome Customer Experiences

Capgemini Collaborates with Celaton on Artificial Intelligence in the Cloud

What’s the Partnership Between Capgemini And Celaton Mean to Your Company? Capgemini, consulting, technology and outsourcing services, has announced a new global collaboration with Celaton, a specialist Artificial Intelligence (AI) company, to license and use its inSTREAM, cognitive learning technology. The 3 year contract, signed between Capgemini and Celaton, will extend Capgemini’s already strong automation capabilities, help to drive further efficiencies and add Artificial Intelligence to Capgemini’s Business Services solution portfolio.

What Does Celaton’s inSTREAM Software Do? It streamlines the handling of unstructured unpredictable (and structured) content such as correspondence, claims, complaints and invoices that organizations receive by email, social media, fax and paper. This minimizes the need for human intervention and ensures that only accurate, relevant and structured data enters business systems. Unique to inSTREAM is its ability to learn through the natural consequence of processing information and collaborating with people. Capgemini’s extensive knowledge and experience in business process services will also enable Celaton to accelerate and improve inSTREAM’s capabilities.

What Will The Partnership Provide For Clients? The cooperation will enable Capgemini to increase efficiency, shorten turnaround times and enhance quality in areas where incoming documents and queries need to be processed, improving overall customer satisfaction. At a time when more and more customers expect the use of AI and modern automation tools, the alliance will help Capgemini’s Business Services advance their market leading use of automation and AI for its core business. Earlier this year, Capgemini introduced an Autonomic Platform-as-a-Service (PaaS) offering founded on best of breed technologies to deliver intelligent automation solutions on-demand for enterprises. The Autonomic PaaS aims to improve the predictability of organizations’ operations across their infrastructure, applications and business processes. The Celaton agreement is a further commitment from Capgemini to develop advanced client solutions using intelligent automation, cognitive and AI technologies.

Is This Offered in a SaaS or Cloud Mode? The addition of Celaton inSTREAM expands Capgemini’s Business Services’ extensive Software-as-a-Service (SaaS) portfolio with an artificial intelligence-based processing solution for incoming unstructured content –which is driven by its global automation Centers of Excellence. It is an important element in ensuring the delivery of maximum value to its customers.

Notes From The Executives: Lee Beardmore, VP and Capgemini’s Business Services Chief Technology Officer said, “There is significant industry debate on how cognitive computing and artificial intelligence will impact the BPO market. We are taking our delivery from debate to global implementation and are proud to partner with Celaton as a leading vendor in the business process AI space. Building on the introduction of Capgemini’s Autonomic Platform-as-a-Service, Celaton’s technology extends the penetration of cognitive computing into our delivery of business process services.”

Andrew Anderson, CEO of Celaton said, “I am delighted that Celaton and Capgemini have committed to this global partnership. The transformational impact of AI has been proven with many organizations and yet this emerging technology is often greeted with scepticism. Capgemini’s global reach and credibility will have an impact on the perception and adoption of AI and I’m very excited that Capgemini’s customers will soon be able to realize its significant benefits.”

My POV: AI is very important to the emerging capabilities of company’s to add cognitive computing into the delivery of business processes of discerning unstructured content. And with social and digital content abounding, there is no storage of unstructured content. And there is unlimited potential in the value of this unstructured content if it can be harnessed. This duo will give brands that opportunity.

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research

Covering Customer-facing Applications That Drive Better Business Results

NBCUniversal Launches One-Stop Shop for Data-Driven Ad Targeting

What is Audience Studio? NBCUniversal wants to make it easier for advertisers to use data to target audiences more precisely across TV, digital and social media. The media company, owned by Comcast Corp. , is introducing a new division called Audience Studio, which is dedicated to helping marketers employ data for ad targeting purposes by tying together four different ad buying products NBCU has introduced over the past few years. Audience Studio is being led by Denise Colella, NBCU’s senior vice president of data platforms and strategy who is in the midst of putting together a team of specialists for the new endeavor, including several planned hires.

Does Audience Studio Have a Data Management Platform? In addition to the group of ad targeting experts, at the heart of Audience Studio is a new “data management platform.” It’s basically a set of digital tools that advertisers will be able to use to match their own data with data from NBCU and third-party sources, in order to put together ad targeting segments, such as new moms in the market for a family friendly car. Marketers can then use that information to direct their advertising to those groups on TV and the Web.

What Four Offerings Does Audience Studio Include? Audience Studio will essentially tie together four recently launched NBCU ad offerings: Its Audience Targeting Platform lets advertisers target specific audiences on linear TV, and NBCUx is a similar product for digital media. NBCU+ Powered by Comcast provides marketers some access to Comcast set-top data for ad targeting purposes. And Social Synch helps brands extend the reach of their ad buys across various social networks.

Why Is Audience Studio An Interesting Opportunity for Marketers? Until now, a marketer looking to take advantage of two or more of these tools might have had to input data several different ways and come up with different definitions of potential ad targeting segments. Brands were largely then left to try to match up the segments manually. As more advertisers look to employ data-centric ad strategies across multiple media outlets, the process has the potential to cause major headaches, according to Krishan Bhatia, executive vice president of business operations and strategy at NBCU.

“If before you had this Chinese Wall between groups, with this, you are permeating that,” Mr. Bhatia said. “Going forward, a brand can now align their data inputs and outputs.”

What’s the Most Difficult Part of Targeting the Right Audience Segments? Naturally, advertisers want to eliminate any potential barriers when trying to increase their use of sophisticated targeting. Yet one complaint some buyers have raised recently is that they are worried that the each of the big TV companies will build its own unique systems and processes for data-driven advertising. That level of complexity might hold back the overall market’s potential, these buyers say.

In fact, some have advocated for a single technological solution that all the big TV players could employ for data-driven ad buys.

With Audience Studio, will NBCU be accused of going its own way? Mr. Bhatia said that he’d be more than willing to listen if such a broader effort were under way. But, we don’t have the luxury to wait for that solution to emerge,” he said. “We’d be the first people to think through how we might use that to help our clients. But right now we want to establish a leadership position and let our ad clients use any sort of data you could possibly imagine for advertising.”

MY POV: With yet another possible target marketing option in the marketplace, marketers need to take a really close look at the technology their currently have. It may mean that they do a “bake off” and determine, by comparing actual results, what technologies and platforms will really serve their needs to not only target the right audience, but also to increase lead conversion rates. The good thing is marketers have more choices than ever. The bad thing is, marketers have more choices than ever.

@Drnatalie, VP and Principal Analyst, Constellation Research

Covering Cloud, IOT, Marketing, Sales and Service to Create Awesome Customer Experiences