Oracle OpenWorld #OOW14 Customer Experience Wrap-Up

Why is CX or Customer Experience So Important Today?

Attending OpenWorld 2014 brought to mind the importance of making sure your customer-facing organizations are really focused on the customer.  While this may seem like a very obvious thing to say, most studies show a large gap between what customers think about the experiences they have with their customers and what the company thinks about the experiences they provide.

7  Tips for CX customers and Prospects

The craze of CX or Customer Experience is rampant, with many definitions and many different meanings to customers, companies and vendors. It’s time to get some things straight. You must first decide is CX means Marketing, Sales and Customer Service or does CX mean to your company, just Customer Service? In the new world of modern Customer Experiences, it means any customer-facing interaction. Here’s some things to think about:

1. The customer doesn’t think about interacting or engaging with a company per department or silo – i.e., Marketing, Sales, Customer Service….

2. The company must begin to understand what they have in each department – Marketing, Sales and Customer Service before then can even begin to dream of being “of service” to a customer.

3. Understanding what each department has means that each department needs to understand what software they have, what it does, does is experience when internal people use it create the experience their customers want and see and will those customers return because the experience is so good?

4. Each department needs to understand what processes, policies, people, skill sets, resources, etc… it has to  create the experience their customers want and which ones are most important to make sure they will return because the experience is so amazing.

5. Once a company has a good handle on what they have, they then need to understand where the gaps are — not only within each department, but how each department interacts with each other to make the overall customer-facing experience great.

6. Once those gaps are defined, they must be quickly closed before competitors do so, otherwise customers will walk away- either with their feet or their mouse.

7. The last piece of advice? Pivot, shift and change or get out of the way so your competitors can take care of your customers.

The take-a-ways from the CX part of OpenWorld were essentially to:

  • Discover how to deliver a seamless customer experience regardless of where or how customers connect with you
  • Learn how to differentiate your brand by creating a unified web, social, and contact-center experience
  • Gain insight into how to deliver proactive, highly personalized customer communications using closed-loop marketing and integrated analytics.

Oracle provided examples of companies that are currently in progress or have accomplished some of these goals from brands like General Motors to Insperity. (Those sessions were held in Moscone West otherwise known as CX Central)

A report by Global Insights on Succeeding in the Customer Experience Era, Oracle, 2013, showed that there is a 20% annual loss in revenue for business who don’t deliver great customer experiences. And that makes sense, because if the experience is not positive – customer will either return products or not even return to buy products and worse they will tell their friends and family. And not just in the small circles they can reach in person.

What social and digital media has basically done is to create a large megaphone for customers to share how good or bad their experiences are, in a nanosecond online and that content or those postings are permanent. As permanent as cave paintings that last thousands of years. And that’s why using a technology partner like Oracle is very important. What I learned at the conference is that they realize that it’s a lot to take in and to understand how to take existing systems and integrate all the new things. And they want to be the company you come to to get help with this. So hold them to this promise.

What has changed in CX for Oracle Customers and What Oracle has Done to invest in CX?
The acquisition of all the new technologies has helped Oracle become a more CX-focused vendor. In particular, their acquisitions in Marketing, Social / Digital and Service have been especially key. With Oracle’s Marketing Cloud and Services Cloud, customers now have a suite of Internet-hosted software along with some sales and customer service capabilities:
  • Eloqua (a marketing automation platform as the base for marketing automation)
  • BlueKai (cloud-based big data platform that enables companies to personalize online, offline and mobile marketing campaigns with richer and more actionable information about targeted audiences)
  • Responsys (e-mail marketing, web-hosted marketing technology for reaching consumers on mobile devices and social networks, display advertising and other online channels)
  • Compendium (content marketing)
  • ReadyTalk (audio and web conferencing as well as webcast hosting)
  • Vitrue (a cloud-based social marketing and engagement platform that enables marketers to centrally create, publish, moderate, manage, measure and report on their social marketing campaigns)
  • RightNow (Oracle Service Cloud including Web Customer Service, Cross Channel Contact Center, Knowledge Management, Policy Automation and Field Service) combine modern web self service, knowledge management, call center and field support software technology with social media collaboration for a consistent, superior customer experience)…

Here’s More Details on each of these acquisitions:

  • Eloqua: builds upon Oracle’s previous acquisitions of RightNow and Vitrue. The point of Eloqua is so that brands using Eloqua’s technology are better able to track, capture and analyze a potential buyer’s digital body language, including their preferences, behavior and decision-making processes, to more accurately score and qualify leads and identify high quality prospects.
  • BlueKai: includes its Data Management Platform, which centrally organizes a company’s customer and audience data in the cloud to help implement personalized marketing campaigns across all channels and deliver better results and higher marketing ROI. BlueKai also runs the world’s largest third party data marketplace to augment a company’s proprietary customer data with actionable information on more than 700 million profiles.

 And BlueKai will be /is integrated with both Responsys for B2C marketing automation and Eloqua for B2B marketing automation in order to deliver orchestrated and personalized customer interactions across all marketing activities and channels. BlueKai combined with Oracle’s Marketing and Social solutions provide customers with the ability to build the richest user profiles combining information from first party and third party sources including media, advertising, social, and mobile sources. The combination will also allow both B2B and B2C organizations to build unmatched personalized cross-channel campaigns and customer interactions across e-mail, web, social, mobile, advertising and syndicated content channels.

  • Responsys: The addition of Responsys extends Oracle’s Customer Experience Cloud, which includes Commerce, Sales, Service, Social and the Oracle Marketing Cloud. By bringing together Responsys and Oracle Eloqua in the Marketing Cloud, for the first time CMOs that support industries with B2C or B2B business models will be equipped to drive exceptional customer experiences across marketing interactions and throughout the customer lifecycle from a single platform.
  • Compendium: The addition of Compendium extends Oracle’s Customer Experience Cloud, with a cloud-based content marketing provider that helps companies plan, produce and deliver engaging content across multiple channels throughout their customers’ lifecycle. Compendium’s data-driven approach aligns relevant content with customer data and profiles to help companies more effectively attract prospects, engage buyers, accelerate conversion of prospects to opportunities, increase adoption, and drive revenue growth.

The combination of Oracle Eloqua Marketing Cloud with Compendium is expected to enable modern marketers to align persona-based content to customers’ digital body language to increase “top-of-funnel” customer engagement, improve the quality of sales leads, realize the highest return on their marketing investment, and increase customer loyalty.

  • ReadyTalk: As organizations of all sizes look at new ways to collaborate and engage audiences, the audio and web conferencing market has become increasingly competitive. To stand out in a market dominated by larger providers and successfully execute sophisticated marketing programs that fit with its customer-centric culture, ReadyTalk, a provider of audio and web conferencing services, selected Oracle Eloqua, a component of the Oracle Marketing Cloud. With Oracle Eloqua, ReadyTalk has been able to deliver highly personalized, targeted messages to nurture leads and convert customers into brand advocates, improving marketing effectiveness and ROI.
  • Vitrue:  The proliferation of social media has changed the way that organizations and consumers interact. Vitrue’s social marketing platform helps organizations enhance their social marketing efforts to the next level of social engagement by giving brands the ability to scale across multiple social networks, target messages from global to local, create unique and consistent brand experiences, and publish content that engages fans and drives leads.

Together, Oracle and Vitrue plan to enable a unified social experience across customer interactions, resulting in meaningful customer engagements with consistent brand experiences across all channels and media; improved return on investment for social sales and marketing campaigns across paid, owned and social media; and enhanced customer service through real-time responsiveness and high touch engagement.

  • RightNow: Oracle Service Cloud including Web Customer Service, Cross-Channel Contact Center, Knowledge Management, Policy Automation and Field Service provides a rich online customer experience solution so consumers can research, purchase, or resolve issues from any device and channel. Set a standard for best-in-class service by allowing your customers to interact on their own terms while you increase conversions and lower service costs. // Social-self service and social contact center enables brands to manage social interactions as a fully integrated part of the customer experience.
  • The Oracle Service Cloud social experience is designed to extend the customer experience to the places where consumers are learning, sharing, and buying across the social web. // The Cross-Channel Contact Center delivers end-to-end management of the customer journey through unified records, interfaces, and knowledge. Even your junior agents are able to deliver exceptional experiences consistently across every channel for operational efficiency and service excellence.
  • Oracle Commerce: Sitting apart, but in concert with The Service Cloud and Marketing Cloud, is the e-commerce piece of the puzzle, Oracle Commerce. Built on a foundation of business user control, the platform delivers and omni-channel support for selling online, in the store, or wherever a customer is. It Increases agility and empower marketers and merchants with the tools to manage omni-channel experiences, personalization, search and navigation, promotions, content, and more Rapidly launch sites for new brands, markets, and single-purpose campaigns. It allows for international expansion and target new geographies and segments more effectively, and includes B2B and B2C modules to better support different business and selling models
What Oracle Can Do to Improve CX for Customers
While Oracle has invested very heavily in the Marketing area, they should still look to continue to develop their offerings in Sales and Customer Service.
Sales is currently a group of solutions like Lead and Opportunity Management – which provides access anytime, anywhere with Microsoft Outlook™, and mobile capabilities for Android™, iOS™ and BlackBerry.™ And a Territory and Quota Management solution along with a Partner Relationship Management solution and Social Collaboration.
Customer Service is a combination of solutions like Knowledge Management, Semantic Search, Guided Knowledge, Knowledge Analytics, Integrated Apps to Deliver knowledge at the point of need using modern Web Self Service, Contact Center and Field Service Apps and knowledge APIs used to leverage customer context and data from external systems for step by step guidance.
In addition Customer Service includes Cross-Channel Contact Center, with case management to manage timely resolution of incidents across all your channels. It also includes guided resolution, that dynamically captures critical information through guided dialogues, as well as Customer Engagement which personalizes proactive communications with your customers from deep service profiles. The solution also includes the Social Contact Center, where one can infuse social listening and engagement into the contact center along with agent mobility to enable agents to resolve issues even when away from their desktop, along with a Unified Agent Desktop that integrate other systems into one unified experience for your agents.
Other customers continue to have customer service agents on Siebel. Siebel is used by customers in need of tailored industry solutions. While Siebel might have been a good database interface, it was not always the favorite pick of customer service agents for ease of use and functionality. Some of that capability has been greatly improved with the new Simplified User Interface. But Oracle needs to keep their eyes on their competitors who are also very customer service agent focused, making their job easier means happier, more profitable customers.
While Oracle has invested very heavily into many aspects of what it takes to deliver great customer experiences across all customer-facing aspects of the company, the need to integrate all the systems so they work as a unified solution is always the tricky part.
As analysts, we will be watching to see how easy it is for customers to take the various solutions and implement them and the amount of time it takes to integrate them. Certainly the days of old, where systems integrators made large sums of money by creating connectors or connecting systems, has been replaced by simplified API’s, etc…. But as always, the more things change, the more they say the same. The devil is in the details. And we will be watching for case studies on how all the moving parts work together.
@drnatalie
VP and Principal Analyst, Covering Marketing, Sales and Customer Service to Create Great Customer Experiences
Constellation Research

 

 

 

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Constellation’s SuperNova Awards – Got a Great Case Study? Get Recognized for Your Innovation!

If you have implemented something and have a great case study there is no time like the present to submit it to Constellation’s SuperNova Awards.  In our 4th annual The SuperNova Awards we seek to honor leaders who have overcome adversity to successfully implement disruptive technologies in their organizations. We’re looking for applications that demonstrate overcoming adversity, replicability (project’s ability to be replicated in organizations), and applications of disruptive technology that resulted in business model transformation.

The 2014 SuperNova Awards will recognize seven technology leaders in the following categories:

  • Consumerization of IT & The New C-Suite
  • Data to Decisions
  • Digital Marketing Transformation
  • Future of Work
  • Matrix Commerce
  • Next Generation Customer Experience
  • Technology Optimization & Innovation

Rewards Include Research and Invitation to Connected Enterprise

Finalists in each category will be awarded one complimentary ticket to Constellation’s Connected Enterprise.  Finalists will receive VIP admission to the event and may be selected to share their implementation story on a panel at Connected Enterprise.

Winners in each category will win a one-year “Research Unlimited” subscription, which includes access to all Constellation research and premium content. Constellation’s “Research Unlimited” subscription is valued at $120,000.

Awards Ceremony

The SuperNova Award Winners will be announced live, on stage, at the SuperNova Awards Gala Dinner on October 29, 2014 on the first night of Constellation’s Connected Enterprise.

Timeline

  • May 27, 2014 application process begins. Submit applications here: http://constellationr.com/events/supernova/2014
  • August 1, 2014 last day for submissions. Judges select finalists.
  • August 22, 2014 finalists announced and invited to Connected Enterprise.
  • September 8, 2014 voting opens to the public
  • October 1, 2014 polls close
  • October 29, 2014 SuperNova Award winners announced at the SuperNova Awards Gala Dinner, held the first night of Constellation’s Connected Enterprise innovation summit.

The SuperNova Awards honor the true industry heroes and innovators that are solving business problems by putting technology to work in new ways that are changing the outcomes of business,” said R “Ray” Wang, Founder, Constellation Research, Inc.  “The SuperNova  Awards program is fueled with the momentum of hundreds entries, and we’ll be honoring the most impressive this October at our Innovation Summit.

If you want to spread the word – here’s a tweet all ready for you:

#DisruptiveTech early adopters apply for @ConstellationRG SuperNova Award   http://constellationr.com/events/supernova/2014 #SNA2014 #ensw

Skype: drnatalie007 | LinkedIn | Google+

Catch my latest:
• Thoughts at www.DrNatalieNews.com 
• Upcoming book series: “7 Steps To Digital Customer Experience Mastery” (working title) 

SAVE THE DATE!
Constellation’s 4th Annual Connected Enterprise 
The Executive Innovation Conference | October 29th-31st

Half Moon Bay, CA | Ritz Carlton

 

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Adobe Summit March 24-28, 2014 | Salt Lake City, UT

I’m looking forward to attending the Adobe Summit this year in Salt Lake City. Thinking about join me? Here are the top reasons why you should attend:

  1. Make the most of every opportunity

    Summit will give you the inspiration, tools, and know-how to find and maximize every marketing opportunity so you can increase your impact and your revenue.

  2. Learn from the experts.

    Summit sessions and labs are taught by some of the most innovative marketers from top companies around the world. This is your opportunity to learn from their years of real-world experience.

  3. Find solutions to your specific marketing issues.

    Learn how to tackle your own marketing and data issues as you see Adobe Marketing Cloud in action. You’ll leave with specific skills, best practices, and strategies you can put to work immediately.

  4. Be among the first to know.

    Summit is where we discuss the latest trends and news in digital marketing. Be the first to witness this year’s product announcements, news, and industry trends from the Adobe Marketing Cloud community.

  5. Network with leading marketers.

    Summit brings together the best marketers and advertisers from all industries, and we’ll showcase some of our most innovative partners in the Community Pavilion. Make time to stop by and learn about their new technologies.

  6. Spend face-to-face time with Adobe Training Services, Adobe Customer Care and Adobe Consulting.

    Upgrade your skills. When you register for Summit, you’ll have the opportunity to sign up for Adobe Marketing Cloud classes delivered by Adobe Training Services. Add an extra day or two at Summit and receive hands-on training that will help you get even more value from your Adobe technology.

  7. Customize your learning.

    With eight content tracks, you can easily organize and customize your week to attend the breakout sessions you need, so you can learn the latest skills relevant to you and your company.

  8. Put yourself ahead of the pack.

    Time invested at Summit will pay dividends to you today, and for your continuing career, as you gain valuable knowledge and skills. You’ll already be where your peers and competition are trying to arrive.

  9. Enjoy evening parties and entertainment.

    Once you’ve soaked in all you can from the keynotes and breakouts, the day will be far from over. Use the evenings to meet other marketers, and enjoy big name performers have the Summit Bash. Previous Summit performers have included Maroon 5, the Killers, Lenny Kravitz, Foster the People, and the Black Keys.

  10. Unwind on the ski slopes.

    Your Summit registration allows you to request a complimentary lift ticket for Friday’s Ski Day. (Ski rental equipment can be added during registration for a nominal fee; however there are a limited number of rental packages available).

Decided to join me? Register here!

Dr. Natalie Petouhoff 

How to work with Dr. Natalie  VP & Principal Analyst | Constellation Research, Inc.

How to work with Dr. Natalie at the Executive Success Firm

Dr. Natalie: voted Top 20 In Social Media HuffPo
Voice:  +1.310.919.8467  | Twitter: @drnatalie |

Skype: drnatalie007 | LinkedIn | Google+

Catch my latest:

• Thoughts at www.DrNatalieNews.com 

• Upcoming book series: “7 Steps To Digital Customer Experience Mastery” (working title)

• My Book: Like My Stuff: Tactics to Monetizing Facebook Engagement and

• 3rd Most Download ebook: Myths, Truths of Social Media ROI

SAVE THE DATE!
Constellation’s 4th Annual Connected Enterprise 
The Executive Innovation Conference | October 29th-31st Half Moon Bay, CA | Ritz Carlton

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April 7-9 2014: Marketo Marketing Nation Summit

I’m thrilled to be attending the Marketo Marketing Nation Summit 2014. Here is more information if you’re interested in joining me:

Conference Information

Without question, the Marketo Marketing Nation Summit 2014 will be the Marketing Event of the year. Join the Marketing Nation as over 3,500 of your peers, colleagues and thought leaders gather to celebrate Innovation in the Nation. Located at Moscone Center – West , in the heart of San Francisco’s Financial District, the Marketo Marketing Nation Summit 2014 will provide an engaging experience to grow your expertise and network over two and a half days. Connect with ideas, marketers, and resources to help YOU achieve success faster!

Moscone Center – West , San Francisco California

Moscone Center – West is a visually stunning and expansive three-level exhibition hall, conveniently located near fine dining, shopping, museums and more. As the heart-center of the Marketo Marketing Nation Summit 2014, Moscone Center – West will be buzzing with life and will serve as a vibrant backdrop where connections will be made over two and a half days.

Moscone Center – West 
800 Howard Street
Located at the corner of Fourth and Howard Streets
San Francisco, CA 94103

Conference FAQ’s

Why should I attend?
The Marketo Marketing Nation Summit 2014 will deliver dynamic and rich content along with key takeaways that will prove to be an incredible investment to your business. Learn how to implement and use the latest features and see what’s on the future horizon at Marketo. Develop deeper relationships with your contacts and marketing experts by gaining mastery over innovating lead generation, campaign management, social media strategies and analytics.

Social Networking Parties
Learn during the day, relax network and socialize in the evening! Registration opens Monday, April 7th followed by our Marketing Nation Kickoff Party. On Tuesday, April 8, join us for Happy Hour in the Marketing Nation Expo before being shuttled to our Customer Appreciation Party! We have an incredible night planned, so stay tuned for more information.

Registration Information

What is the registration fee?

  • Early Early Bird:$795 until December 15, 2013
  • Early Bird:$895 from December 15 until February 15, 2014
  • Standard:$1,195 until April 2nd, 2014
  • Onsite:$1,595

Can I register in person at the event?
Absolutely, however at this year’s event seats will be in high-demand so we recommend that you register early to secure your spot. Onsite registration is $1,595.

Is a group discount available?
Yes, simply email to info@marketoevents.com the names of the 10 or more attendees from your company and you get $200 off each registrant. You will receive a discount code of $200 off to register for each person. You must register all 10 people within one week of receiving the code.

Will Marketo close registration at any point?
Registration will close on Wednesday, April 2, 2014 at 5:00 p.m., PST. If seats are available after registration closes, onsite registration will be available for the price of $1,595.

What is included in my registration fee?
Access to the Marketo Marketing Nation Summit 2014 which includes keynote sessions as well as customer success tracks. The program begins at 5:00 p.m. on April 7 and will end at 5:00 p.m. on April 9. Registration fee includes admission, food and beverage during the daytime sessions and access to the Social Networking Parties.

Does the registration fee include travel costs for the conference?
All travel costs including air and hotel accommodations are the responsibility of the attendee. Marketo has secured a block of rooms at a discounted rate of $267 (Classic) / $277 (Deluxe) at the Hilton San Francisco, the host hotel. To reserve your rooms, please click here.

Is there an additional charge to attend Summit University Day?
Yes, there is an additional charge to attend Summit University Day. The registration prices are outlined below:

UNIVERSITY
Early Bird: $595 (until February 1)
Regular: $695 (February 2 – April 2)

CERTIFICATION
Early Bird: $100 (until February 1)
Regular: $125 (February 2 – April 2)

How is my registration confirmed?

After completing registration, you will receive a confirmation email with your registration information and your invoice attached.

What forms of payment do you accept for the conference fee?
Visa, MasterCard, American Express, wire transfer and company checks are all accepted.

If I can’t attend, can I substitute my registration?
Yes. If you are unable to attend, you may substitute one colleague’s name per registration. All substitutions must be received in writing prior to Monday, March 16, 2014 and will incur a fee of $50. After this date, all substitutions are subject to a $100.00 (USD) processing fee. Please submit substitution requests to info@marketoevents.com and include the following information for the new registrant: Name, Job Title/Position, Work Address, Work Phone Number and Email Address. A registration confirmation will be sent to the new registrant once the substitution is confirmed.

What if I have to cancel?

Registration cancellations received in writing by 5:00 PM (Pacific Standard Time) prior to Friday, February 21, 2014, will be refunded, less a $150.00 (USD) processing fee. There will be no refunds for cancellations received after 5:00 PM (Pacific Standard Time) on Friday, February 21, 2014. Please send any information regarding cancellations via email to info@marketoevents.com.

Look forward to connecting

Dr. Natalie Petouhoff 

How to work with Dr. Natalie  VP & Principal Analyst | Constellation Research, Inc.

How to work with Dr. Natalie at the Executive Success Firm

Dr. Natalie: voted Top 20 In Social Media HuffPo
Voice:  +1.310.919.8467  | Twitter: @drnatalie | 

Skype: drnatalie007 | LinkedIn | Google+

Catch my latest:

• Thoughts at www.DrNatalieNews.com 

• Upcoming book series: “7 Steps To Digital Customer Experience Mastery” (working title) 

• My Book: Like My Stuff: Tactics to Monetizing Facebook Engagement and

• 3rd Most Download ebook: Myths, Truths of Social Media ROI


SAVE THE DATE!
Constellation’s 4th Annual Connected Enterprise 
The Executive Innovation Conference | October 29th-31st

Half Moon Bay, CA | Ritz Carlton

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Are You Attending Dreamforce ’13?

df13

I’ll be attending Dreamforce 2013 as an industry analyst and I hope to see you there this November!

Why should you attend Dreamforce 2013? With more than 1,000 expert-led sessions, you’ll get the latest product updates, get hands-on with new technologies, and get tips and tricks directly from the experts to turbo charge your current skill set. From best practices and how-to’s, to expert panels and case studies, you’ll have a great opportunity to learn how to connect to your customers in a whole new way. As Dale Tompkins, President of CODE3 says, “I have seen the present and future of business excellence and its name is Salesforce.”

Learn how to connect to your customers in a whole new way. Hear how other companies are doing it. And discover how your company can too:

Still not convinced you should attend? Hear what HP, Google, Pandora and more have to say about how Dreamforce transformed their companies:

 

Dr. Natalie: voted Top 20 In Social Media HuffPo
Dr. Natalie’s ebook: voted as one of the Top Ten Most downloaded Social Media ebooks- On smROI

Click here to watch my videos on Social Media ROI:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media
Video 3: How Social Media Benefits the Whole Company


Dr. Natalie’s Executive Success Acceleration Firm™
Executive Business Strategy Advisor & Social Customer Experience Industry Authority & Consultant

The Doctor Knows Social Media ROI & Our Business Strategies Rx Get Results!
Our Motto? Be Awesome by: Learning, Sharing & Growing!

What we do: We work with companies to deliver increased revenue and decreased costs:

  • Executive Leadership Guidance on Strategy and Business Use of Social Media
  • Social Media / Business Benchmark Assessments – Tell you what you got/ what you might consider
  • Social Media ROI – set-up measurement capabilities and dashboards
  • Workshops on Business Strategy: Customer Experience, PR, Marketing, Customer Service & Internal Employee Advocacy
  • Instructor MEMES Summer Institutes at UCLA Anderson & UCLA Extension
  • Customer Experience / Social Customer Service Excellence Benchmarking Assessments & Advisory
  • Software Company Visualized-ROI, Persona-based Solution Selling w/ Targeted USP & Messaging / ebooks, White Papers, Webinars…
  • Social Media Training, Organizational Change, Motivation and Goal Setting

My book: Like My Stuff: How To Monetize Your Facebook Fans

Follow Me Here:
Twitter: @drnatalie
LinkedIn:
DrNataliePetouhoff
G+ :
Google Plus posts
Facebook:
DrNatalie Petouhof

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Keynote Speaker 9/19/13: “Social Media and Big Data: A Match Made in Heaven?” Register Now!

Join the NYC Tri-State TDWI Chapter on September 19th to find out.  Register here.

tdwi

As social media has moved from marginal to mainstream, what are the behind-the-scenes implications, prerequisites and constraints imposed by this new social media world order? What are the opportunities and challenges for data warehousing, IT and business innovation? How do they – or do they – all need to change to accommodate new market circumstances?

Our keynote speaker for September 19th, Dr. Natalie Petouhoff, renowned author, lecturer, teacher and social media evangelist, will explore the business impact of social media from a holistic approach. New and emerging data streams are both a stress and an opportunity for the IT department: a stress, in having to meet the challenge of understanding the market and adapting with new tools, systems, procedures and integration requirements. But also an indisputable opportunity for the IT, data collection and warehousing departments to raise their profile. They are now empowered to deliver new insights, answering questions that were ignored previously and working in partnership with sales and marketing as never before.

In this forum, we will address the following questions:

  • How can back office operations, IT and data collection work more effectively with the front office to achieve business objectives?
  • How do you effectively integrate social media with the back office?
  • How do increasing needs for speed of information processing and connectivity on the back end relate to engagement and branding on the front end?
  • What are the metrics and KPIs that matter?
  • Call centers: are they a new research tool?  What is their role in providing business insights?
  • On what new analytical methods do we need to focus for best practices?
  • To what extent has social media influenced social or collaborative business?

Keynote Speaker Bio:

Dr. Natalie Petouhoff, CEO, Social Business Builders: The Results Group, Ph.D., Engineering, Social Media Measurement and ROI Best Practices Expert, former Forrester Analyst, Adjunct Professor at the Anderson School at UCLA, is also a noted author, speaker and management consultant.

Dr. Natalie has management consulting as well as organizational change management experience. As a Forrester Analyst, she wrote the world’s first social media ROI model for PR, marketing and customer service. She’s guided CRM, Customer Service, Marketing, PR and Social Media professionals and C-level executives to develop customer-facing business strategies that drive revenue and increase margins.

REGISTRATION

The seminar is open to all business, analytics and information technology managers, with an interest in Business Intelligence, Data Warehousing, Analytics and Healthcare.  There is no fee to attend our program, although pre-registration is required.  Visit the <<TDWI Chapter Registration Link >> or the <<NYC Tri-State Area Chapter>> page to register.

WHO SHOULD ATTEND:

  • Information Technology Managers, Business Analysts and Data Professionals interested in Business Transformation and Software
  • Call Center Managers, Data Collection and Data Warehouse Professionals Challenged by Big Data Collection, Analysis and Social Media
  • Marketing Executives BI/DW professionals with an interest in Social Media and ROI Measurement

Network Before, During and After the event

Follow us on Twitter: @TDWINYC

Event Hashtag: #TDWINYC

Join our LinkedIn Group: TDWI NYC Tri-State Area Chapter

What TDWINYC is about

∎ Analytics ∎ Business Intelligence ∎ Best Practices ∎ Big Data ∎ Big Data in Healthcare, Finance, Government ∎ Big Table ∎ Business Analytics ∎ Cassandra ∎ Cloud Computing  ∎ Data Warehousing ∎ Data Visualization ∎ Decision Management ∎ Hadoop Innovation ∎ IT ∎ MapReduce ∎ Operations ∎ Operations Research ∎ROI ∎ Results ∎ Social Media ∎ Business Success ∎

We look forward to seeing you!

At Social Business Builders,
we work with brands & software companies to deliver increased revenue and decreased costs.
Our Motto? Learn. Share. Grow!

@DrNatalie L. Petouhoff
310-919-8467

Want to see how to get an ROI from Social Media? Check out these fun videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media
Video 3: How Social Media Benefits the Whole Company

Here’s My book on How Businesses can Drive Sales on Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Want to get more info on the business use of social media? Connect with me here:
Twitter:
 @drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts
Facebook: https://www.facebook.com/natalie.petouhoff

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Take Action with Marketing… Guest Post by Paige Musto

Join the #MktgActionChat moderated by Business Strategist & Consultant, Dr. Natalie- @DrNatalie. This is a monthly chat dedicated to bringing together progressive marketers looking to gain insight, get advice and discuss next-generation marketing and social concepts that help drive business revenue.

There you will be able to connect with thought leaders, and network with the movers and shakers helping to redefine marketing as we know it. Share your thoughts on where the marketing world is heading.

This space [#MktgActionChat] is for discussing trends, sharing the latest news and best practices, and kicking around thoughts and ideas with today’s marketers and business decision makers.

The first #MktgActionChat kicks off on Tuesday, April 30th at 6:00 p.m. PT, and will reoccur on the last Tuesday of each month at 6:00 p.m. PT.

In the first TweetChat, @DrNatalie will discuss “How Smart Companies Can Leverage Agile Marketing to Better Brand their Business.”

Think of agile marketing as “right in time” marketing, which has evolved as a way to stay up-to pace with the new speed of business. Today, there is a new business norm, in which companies are expected to engage and respond to customer/prospect inquiries more readily and quicker than traditional response times.

The heightened transparency that social has created has forced companies to think of customer feedback in real-time. This transparency can be a double edged sword for those companies who have yet to implement a true social response strategy to inquiries. Those engaging on social platforms want immediate feedback and if it takes your company hours to reply, that can be perceived as unresponsive and not listening. On the flipside though, transparency can be a positive thing for companies as they can easily take advantage of topics, trends and events that are receiving heavy attention and impressions, and interject their brand into the conversation at the right time.

We want to hear your thoughts on this topic. Add your voice to the conversation, use #MktgActionChat.

 

 

 

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Dreamforce 2012 Video: George Zimmer – CEO of Men’s Wareharehouse

I loved hearing George Zimmer – CEO of Men’s Warehouse talk about the importance of Reaching Millennials with Social Media.

Founded in 1973, Men’s Wearhouse is one of North America’s largest specialty retailers of men’s apparel with 1,239 stores. The Men’s Wearhouse, Moores and K&G stores carry a full selection of designer, brand name and private label suits, sport coats, furnishings and accessories and Men’s Wearhouse and Tux stores carry a limited selection. Tuxedo rentals are available in the Men’s Wearhouse, Moores and Men’s Wearhouse and Tux stores. Additionally, Men’s Wearhouse operates a global corporate apparel and workwear group consisting of TwinHill in the United States and Dimensions, Alexandra and Yaffy in the United Kingdom.

Dreamforce, a cloud computing event is also a socially connected enterprise event. Part of the reason for attending a conference like Dreamforce is that it’s a conference where you can learn – from industry leaders who are paving the way—about how the social revolution is changing the way we do business.

To learn more about Dreamforce 2012, click here.

Learn. Share. Grow!
@DrNatalie L. Petouhoff

For more info on my work:
Ebook
:Social Media ROI

Social Media ROI YouTube Videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media

Video 3: How Social Media Benefits the Whole Company

Book on Monetizing Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Let’s Connect here:
Twitter:
 @drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts

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Dreamforce Video 2012: Marc Benioff & Burberry CEO Angela Ahrendts

Marc Benioff talks to the CEO of Burberry, Angela Ahrendts, about how new technology is making Burberry a better company.

Burberry Group plc is a British luxury fashion house, distributing clothing and fashion accessories and licensing fragrances that was founded in 1856 by travelers when 21-year-old Thomas Burberry. Its distinctive tartan pattern has become one of its most widely copied trademarks. Burberry is most famous for its iconic trench coat, which was invented by founder Thomas Burberry. The company has branded stores and franchises around the world, and also sells through concessions in third-party stores. HM Queen Elizabeth II and HRH The Prince of Wales have granted the company Royal Warrants.

Dreamforce, a cloud computing event is also a socially connected enterprise event. Part of the reason for attending a conference like Dreamforce is that it’s a conference where you can learn – from industry leaders who are paving the way—about how the social revolution is changing the way we do business.

“You have to be totally connected with everyone who touches your brand,” Ahrendts remarked. The iconic fashion brand embraces social media to not only engage with their customers but to grow the company new ways.

To learn more about Burberry, click here.

To learn more about Dreamforce 2012, click here.

 

Learn. Share. Grow!
@DrNatalie L. Petouhoff

For more info on my work:
Ebook
:Social Media ROI

Social Media ROI YouTube Videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media

Video 3: How Social Media Benefits the Whole Company

Book on Monetizing Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Let’s Connect here:
Twitter:
@drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts

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Dreamforce 2012: Marc Benioff & Scott Monty

Scott Monty, who heads up Social Media at Ford, talked about how the car & driver are integrated by new technologies. I love what Scott has done at Ford. My dad worked there for 40 years, it’s great to see the American auto industry thrive!

Ford Motor Company, a global automotive industry leader based in Dearborn, Mich., manufactures or distributes automobiles across six continents. With about 168,000 employees and about 65 plants worldwide, the company’s automotive brands include Ford and Lincoln. The company provides financial services through Ford Motor Credit Company.

Dreamforce, a cloud computing event is also a socially connected enterprise event. Part of the reason for attending a conference like Dreamforce is that it’s a conference where you can learn – from industry leaders who are paving the way—about how the social revolution is changing the way we do business.

“We didn’t just say ‘Hey, here’s our car.’ We set up a bunch of stories because content is the currency of social,” said Monty.

To learn more about Dreamforce 2012, click here.

To learn more about Ford Motor Company, click here.

Learn. Share. Grow!
@DrNatalie

For more info on my work:
Ebook
:Social Media ROI

Social Media ROI YouTube Videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media

Video 3: How Social Media Benefits the Whole Company

Book on Monetizing Facebook:

Like My Stuff: How To Monetize Your Facebook Fans

Let’s Connect here:
Twitter:
@drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts

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