Edible Robots: Researchers from Switzerland Work to Deliver Medicines in the Intestinal Tract

We know that robots play a key role in medicine by helping to conduct surgery by being able to conduct more precise and predictable movements than a surgeon as well as in pacemakers that can help regulate a person’s heartbeat. The healthcare industry spent $4.5 billion in 2016, according to IDC. But that’s only the beginning. In fact, the amount spent on robots is expected to grow as new types of robots are used in hospitals and clinics, globally.

So what is new in robots? Edible robots that can deliver medicine or conduct other medical procedures. In particular, we may find them crawling around inside our intestinal tract say researchers from Intelligent Systems Laboratory at Ecole Polytechnique Fédérale de Lausanne in Switzerland, which was led by graduate student Jun Shintake.

How do they work? These tiny edible and digestible robotics are made of gelatin. Actuators are what is responsible for their movement. However, they are not made like the typical metal robots powered by a motor. Instead, what causes these edible gelatin actuators to move is air or chemicals. The research talks about combining these actuators with other advancements in edible electronics. What might that look like? Perhaps the might be batteries that can safely pass through a digestive tract, or chips and cameras that can be ingested. These could make for a fully edible robot says Recode.

École hôtelière de Lausanne in Switzerland poised to make different kinds of food substances that may be ingested and roboticized. Are there any ingestible electronics on the market? Yes, and they include pills with ingestible sensors on them that can track patient’s compliance with taking medication. Often what affects someone’s ability to recover from a situation is their ability to comply with what is prescribed. And as humans, we sometimes forget to take very things that will help us. In addition, there are some robots that contain a camera that is small enough to be swallowed and record activity in a person’s digestive tract to help diagnosis issues that scopes can’t detect, like bleeding.

So as our ability to detect what’s going on in the body gets more sophisticated, so do the robots designed to help us heal. What will be next? It’s difficult to tell, but always interesting to see what scientists will discover!

@DrNatalie Petouhoff

VP, Program Executive | Innovation and Transformation Center (ITC), Salesforce.com

 
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Facebook’s Artificial Intelligence Has The Ability to Search Photos by Content

The term artificial intelligence was coined 60 year ago. But now its starting to deliver. Lumos’s computer vision platform was initially used to improve the experience for visually impaired members of the Facebook community. Lumos is now powering image content search for all users. What does this means to you? You can now search for images on Facebook with key words that describe the contents of a photo, rather than being limited by tags and captions.

How does this work? It starts with the huge task of computational training. For the object recognition used in Facebook’s image search, the artificial intelligence (AI) system started with a small set of 130,000 public photos shared on Facebook. Using the annotated photos the system could learn which pixel patterns correspond to particular subjects. It then went on to use the tens of millions of photos on Facebook. So what this means is that the caption-reading technology trained a deep neural network though public photos shared on Facebook. The model essentially matches search descriptors to features pulled from photos with some degree of probability. You can now search for photos based on Facebook AI’s assessment of their content, not just based on how humans happened to describe the photos with text when they posted them.

How could this be used? Say you were searching on a dress you really liked in a video. Using the search it could be related back to something on Marketplace or even connect you directly with an ad-partner to improve customer experiences while keeping revenue growth afloat. So it seems it can help both customers, customer experience and companies selling things as well as ad partners.

What else is new? Facebook released the text-to-speech tool last April for visually impaired users so they could use the tools to understand the contents of photos. Then, the system could tell you that a photo involved a stage and lights, but it wasn’t very good at relating actions to objects. But now the Facebook team has improved that painstakingly labeling 130,000 photos pulled from the platform. Facebook trained a computer vision model to identify 12 actions happening in the photos. So for instance, instead of just hearing it was “a stage,” the blind person would hear “people playing instruments” or “people dancing on a stage” or “people walking” or “people riding horses.” This provides contextually relevancy that was before not possible.

You could imagine one day being able to upload a photo of your morning bagel and this technology could identify the nutritional value of that bagel because we were able to detect, segment, and identify what was in the picture.

So it seems the race is on for services not just for image recognition, but speech recognition, machine-driven translation, natural language understanding, and more. What’s your favorite AI vendor?

@Drnatalie, VP, Program Executive, Salesforce ITC

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Digital Disruption is Gonna Get You Unless You Prepare Your Brand Now

Disruption surrounds the marketplace. As companies face disruption in their industry, the race to stay ahead of or beat the competition is quickening. Software is one of the ways companies competitively automate, manage and analyze business processes, data and content and scale operations. And to successfully compete in this increasingly digital world, enterprises need to transform slow, error-prone operations from manual, analog processes to automated digital workflows and document generation.

However, as various departments in companies buy software applications, often the lines of business are choosing the best of breed solutions and platforms which don’t necessarily easily integrate with each other or the main IT systems. This results in companies having many separate software systems. With people distributed over large geographies, it can be difficult to coordinate work across the business and thus defend against competitors.

While obtaining the right software for each department and use case is important, this often leaves the organization without a way to easily connect the work flows across departments and lines of business to get the return on investment. What is the key to winning the digital transformation race? A digital business process flow platform.

Businesses that drive process efficiency and effectiveness across desperate software solutions and across every aspect of their business will be uniquely qualified to position themselves to exceed and excel. To do this, companies need a platform to digitally integrate, sync and create sophisticated business processes independent of the variety of different software solutions throughout the various departments in a company.

The issue is however, not just to connect SaaS applications, but to also provide process automation to make sure the processes from each of those applications work together well. Without a digital workflow and content automation (WCA) platform and corresponding analytics, it can be very difficult to make sure the investments the organization has made in separate software solutions are actually returning the investment. Nintex does just that.

Competitive Positioning

Nintex’s key differentiator is they offer a digital transformation platform comprised of Nintex Workflow Cloud and Nintex Hawkeye. The host of Nintex’s digital SaaS connectors allows clients to rapidly build and deploy a digital workflow and content automation (WCA) and cloud transformation platform without having to write code. The business result is the ability to acquire customers faster, increase the pace of innovation, as well as control and manage expenses. The platform allows organizations to automate their business processes quickly and easily. And the drag and drop interface encourages quicker adoption of the Nintex solution. Importantly, any workflow automated with Nintex Workflow can be deployed to native mobile platforms (Android, iOS and Windows) in a rapid and simple manner.

The Nintex platform automates processes on and between enterprise content management systems and collaboration platforms, connecting on-premises, cloud workflows and mobile users. Two hundred of the Fortune 500 companies use Nintex, including more than 7,000 public and private organizations in 90 countries, running millions of workflows daily.

For companies that are not ready to move everything to the cloud, Nintex also allows companies to create workflows that stretch across both cloud-based and on-premises systems and services, to distribute work to multiple sites for multiple purposes and move data and workflows to the cloud when they are ready.

Nintex’s overall power is as a Digital Business Platform (DBP). Nintex combines powerful Workflow and Content Automation (WCA) capabilities in one platform. (Editor’s Note: WCA is an emerging technology category that consolidates the legacy technology markets of Business Process Management (BPM) and Customer Communications Management (CCM).) Nintex offers advanced WCA for its easy-to-use workflow and document generation capabilities and workflow analytics (workflow process intelligence).

Target Markets and Industry Vertical Solutions

Target markets include Communications and Media, Education, Financial Services, Government, Healthcare and Life Sciences, Legal, Manufacturing, Professionals Services, Retail Services and Technology industries. Nintex solutions are designed for a range of lines of business within organizations, including Sales and Marketing, Finance, Human Resources, IT and Administration, Customer Service, Field Service and Safety.

High-payback document processes that are faster to implement with a system like Nintex include those in Table 1, customer-facing processes as well as back-office processes (see Table 2a and 2b.) What’s important to note is that the implementation timeframe and costs are fractions of a traditional enterprise-level IT system and instead of using a single, formal, top-down development effort, they are evolved with rapid iterations. This takes a page out of the lean-process, design-thinking community, where rapid iterations and pivoting is key to success and gives large organizations not used to the start-up mentality the edge to be more competitive, quicker.

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Customer References

In speaking to Nintex customers our research found that many of the gains came from having an easy way to process and execute their digital transformations. This might include moving to the cloud, reducing the number and complexity of workflows like creating and approving a press release, signing and approving contracts, reducing resources and reassigning them to more important jobs as well as reducing the number of software applications used by the company.

The savings in time for enhanced workflows advanced the company’s position in the marketplace, allowed them to get to market faster and beat the competition. In addition, IT departments were able to be more focused on the needs of the business versus being taxed with the maintenance of many separate software applications. These typical IT responsibilities took IT’s time and focus away from the direct needs of the business. By implementing Nintex, the relationship between the lines of business and IT were greatly improved. With the ever changing dynamics in IT, the IT department needs to be highly agile and flexible in the solutions they provide for the business. Nintex provides IT with what they need to deliver to the business. This makes IT more relevant than ever, which is especially key when many lines of business are buying their own software. Now, more than ever, IT can play a key role in the success of the business.

Are you looking to digitally transform your business? Have you determined which processes are slowing the digital transformation of your business? And do you have a solution to take those manual, error-prone processes and digitally enable them? This report will help you in choosing a vendor that can help you with just that.

@DrNatalie Petouhoff, VP and Principal Analyst, www.ConstellationR.com

Covering customer and employee applications that empower digital workplaces

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AMAZON: Virtual ‘Dash’ Buttons for One-click Buying From the Homepage

How could it be easier to order from Amazon? Amazon just launched One-Click buying by adding dash buttons to its homepage and mobile applications. The dash buttons help Amazon Prime customers order their most frequently used items more easily. Amazon Dash buttons allow for quick reorders without hassle.

So what’s new? The original dash buttons were  physical, Wi-Fi connected buttons  users place around their home. When they realize they are running out of something like dish soap, they can place an order on the Dash button by tapping on the button. So what’s new is Dash buttons are now virtual Amazon Dash buttons that allow one-click purchases on it’s homepage.

The digital Dash buttons are for products such as groceries, pet supplies, diapers… with reorders one click away. Now Dash users don’t have to clutter their homes with actual buttons. To use the Dash buttons, a shopper can go to the Amazon site and select the option to “Add to your Dash buttons.” Perhaps these Dash buttons may even lead to more impulsive shopping.

Amazon Prime Dash Buttons

You just click on “Your Dash buttons”, see the figure above, and then buttons for things you’ve ordered before pop up.

Dash buttons

Here’s more about on how the buttons work to the video from Amazon: https://youtu.be/w1lrQgXa6pY

Amazon knows a lot about its customer’s shopping history and preferences so it has a good idea on which items to display.

Amazon is betting seeing a favorite item on the homepage will prompt users to buy it. This is an interesting innovation in e-commerce. Will it make shoppers order more? That’s the big question at hand. Only time will tell.

@DrNatalie Petouhoff, Constellation Research

VP and Principal Analyst, Covering Customer-Facing Applications

 

 

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Has The Age of George Jetson IoT Time Come? Alex Was the Star of CES

Alexa Voice Service (AVS) is the software that allows owners to control compatible devices with their voice. From the various  reports it was estimated there were 700–1,100 Alexa-controllable products at CES. And the Amazon / Alexa logo was everywhere at CES.

Is the Age of George Jetson here? In a smart home, everything from the the HVAC to the TV to window shades can be controlled. However it’s not easy to really have a whole house of Artificial Intelligence (AI) controlled devices. Why? Many of the IoT-enabled devices don’t talk to other devices if they are made by different manufacturers. Opps! The IoT world awaits THE killer app, like Apple Homekit or Google Home. We are still waiting for them to provide all encompassing, unified smart “home.”

The Amazon Echo is a hands-free speaker controlled with your voice. It connects to the Alexa Voice Service to provide information, news, play music, report on sports scores, deliver weather reports… The uses for AVS and Alexa are limited only by your imagination.

When something is connected to Alexa, the device instantly becomes pseudo-interoperable. Interoperable technology is not an evolutionarily stable strategy for most IoT manufacturers. Interoperability is the ability of different information technology systems and software applications to communicate, exchange data, and use the information that has been exchanged to do something.

What CES showed us is that voice control seems to be the unifying app for IoT. And Alexa is the biggest name in voice control. Smart devices are generally controlled with apps. If there is an app to control the smart device, the app allows AVS to directly control the smart device. So you could say, “Alexa, tell Crestron I’d like to turn the lights on in the bedroom” (for your Crestron) or “Alexa, I would like to turn the heat on the downstairs thermostat to 70 degrees” (for your Iris Smart Home System). It’s easy to see the value of voice control in so many ordinary situations. What’s interesting about AVS is that even though Crestron and Iris have nothing to do with one another, you can control them both with your voice.

Alexa has finely tuned automatic speech recognition (ASR) and natural language understanding (NLU) engines that recognize and respond to voice requests instantly. Alexa is always getting smarter with new capabilities and services through machine learning, regular API updates, feature launches, and custom skills from the Alexa Skills Kit (ASK.) The AVS API  is a programming language agnostic service that makes it easy to integrate Alexa into your devices, services, and applications. And it’s free.

And you can create meaningful user experiences for an endless variety of use cases with Alexa Voice Service (AVS); Amazon’s intelligent voice recognition and natural language understanding service. AVS includes a full range of features, including smart home control, streaming music content, news, timers… and can be added to any connected device that has a microphone and speaker.

But while Alexa has a head start, Google Home, an Echo competitor, is very likely to quickly catch up. Google Home though, works with a completely different set of protocols and has different “awake” words. These are command words that make it pay attention and carry out the request. It seems that we may need to learn to speak to different systems in different ways – perhaps we’ll need lessons in Alexa speak and Google speak as well as and Siri and Cortana speak!

So is the Age of George Jetson here yet? Sort of. What will be interesting is to see if there is a start-up that will pull all of this together so that us regular humans don’t need to become AI experts to connect and use the technology.

Dr. Natalie Petouhoff, VP and Principal Analyst, Constellation Research

Covering customer-facing applications

 

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Women In Technology: Study Show Whether It Has Improved in 2016

Using data from NCWITAnita Borg Institute and Deloitte, the report evaluates whether there have been any improvements for women in tech in 2016 and what this means going forward. They also look at the context behind the numbers, examining the opportunities for women in education, employment and running startups.

In 2013, The Muse, in association with Women in Tech, published a report reflecting the huge potential of female entrepreneurs and employees. For example, Fortune 500 companies with at least 3 female directors have on average 53% higher returns on equity, sales and invested capital. This special report gives tangible recommendations that companies can implement to create a positive working environment for women and men to thrive in.

Here’s a sample of the findings of the current report in 2016:

  • There has been a 21% increase in undergraduate women studying computer science, but at the current rate, the US will only be able to fill 29% of computing jobs by 2020.
  • There is a 50% attrition rate amongst women in tech, from entry-level to executive, mainly due to poor work-life integration and environment.
  • In Silicon Valley alone, men are 2.7x more likely to be in a leadership position than women, who are much likelier to get “stalled” in the workplace.
  • Industries outside of technology have employed more women software engineers than the tech industry have.
  • Amongst startups, 38% of new businesses are started by women, but only between 2-6% of those founders receive venture capital.

women-in-technology-2016

Having been the only American female in my Ph. D. program in engineering, it certainly is encouraging to see more women in the tech business. Both men and women bring unique and special qualities to the workplace. I look forward to the future and helping to affect change in a positive way.

@DrNatalie Petouhoff, VP and Principal Analyst, www.Constellationr.com

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Video Advertising: Key to Getting Customers Attention As Ad Blocking is Increasing

Searches for Influencer Marketing have grown 5x in 2015 according to a study from Google Trends from January 2016. Nearly 40% of Millennials are using ad block applications and their use is growing fast according to a study by PageFair & Adobe. So how does a company get their target customer’s attention? And with content marketing a #1 priority for most CMOs as more and more sales are decided upon before even talking to a sales person. And sometimes a salesperson is never contacted, so getting the customer’s undivided attention has never been so important. Perhaps the answer is video marketing. Video consumption has exploded across all devices and is one of the fastest growing advertising category.

Adobe, a the leader in video content creation and delivery, announced it’s acquisition of TubeMogul which will enable brands to capitalize on the huge shift to online video. The acquisition of TubeMogul  strengthens Adobe’s leadership in digital marketing and advertising technology. The addition of TubeMogul will enable Adobe’s customers to maximize their video advertising investments across desktop, mobile, streaming devices and TV. TubeMogul’s video advertising platform. In addition, this allows their customers to build upon their capabilities in search, display and social advertising planning and delivery using Adobe Media Optimizer with Adobe Marketing Cloud. This combination will give customers access to first-party data and measurement capabilities from Adobe Audience Manager (Adobe’s data management platform) and by using Adobe Analytics.

Why is video advertising so important? Brad Rencher, executive vice president and general manager, digital marketing, Adobe gave this statement, “Whether it’s episodic TV, indie films or Hollywood blockbusters, video consumption is exploding across every device and brands are following those eyeballs.” Adobe feels the acquisition of TubeMogul, will give customers a ‘one-stop shop’ for video advertising, providing even more strategic value for the use of the Adobe Marketing Cloud.

TubeMogul is a video demand-side platform (DSP) leader. Brett Wilson, CEO and co-founder, TubeMogul said, “The combination of Adobe Marketing Cloud with TubeMogul’s software creates a uniquely comprehensive platform that will help marketers always know what’s working — and act on it.” And what’s key is measurement – to know what is working and not working, and obviously do more of what is getting a result.

There are so many choices for Marketers today, as far as software and it is only getting more confusing with all the choices. When a software company can show you how to get results, you know you are going in the right direction. Education and learning to use all the features and functions of what the various software platforms provide is of growing concern for most companies to obtain the highest ROI possible for the investment they have made.

It’s key that Marketers are clear on what their strategy, goals, objectives and tactics are and have a strong measurement program to be able to show that the software purchase enhanced the brands ability to drive more awareness, increase customer acquisition and turn more leads into sales. And with ad blocking increasing, there’s got to be another way to get customer’s attention. Video seems to be a prime candidate. This is just one example of how early adopters and innovators are taking hold of the market place and making their competition irrelevant. And like the BlueOcean authors said, that’s the key to financial success in today’s marketplace. Cross the chasm, join the digital transformation and digital disruption evolution or expect to be disrupted. Disrupt or be disrupted. Those are the choices to being innovative leaders and using design thinking to transform your business revenue model.

@DrNatalie, VP and Principal Analyst, www.ConstellationResearch.com

Covering Customer-facing Applications to Create Great Customer Experiences

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DX is the New CX- Why Customer Experience Isn’t Up to Snuff

Having been a long-term customer experience advocate and studied the field, I as many others, have noticed that while companies are saying that customer experience is a key differentiator, that it’s at the top of their priority list of business initiatives, that they are spending more on it but when customers are asked, they don’t think it’s better. So how could that be?

I know many customer experience professionals who spend a lot of time mapping out their various customer journey’s for different personas or customer profiles, they have purchased and implemented some of the top omni-channel software, are conducting social media / digital media monitoring so they know what their customers are saying… So it’s not that customer experience professionals aren’t doing what they need to do. But if they are doing all that, why do customer still report, in large part, that their experience of most brands is not up to snuff?

What I discovered is that there are two groups of people that think about customer / digital experience, but in very different ways. One group of people tends to be the typical customer experience professional who has done all of the things I mentioned above and done them well. And then there’s another group of people, often in IT, that worry about digital performance management (DPM.) They look at the technology stack that is underneath the omni-channel customer experience technology and optimize it. They worry about things like page load speed, do shopping carts get hung up, etc…

And I found that often the two groups either don’t know they exist or they tend not to work together. And if that is so, the digital customer experience can suffer. Some brands have optimized both the customer experience, omni-channel technology as well as the technology stack underneath omni-channel technology. When that is done, the customer experience is truly optimized from both the DPM and DX perspective and the CX perspective.

If you’d like to learn more about this, please join me on Wednesday, Sept 28th at Sept 28, 2016 @ 10am PT/1pm ET for a Live Webinar and we will look at this topic in-depth! The topic? What the smartest brands know about CX and what they still may not be doing about it! And here’s a link to the research I just completed on https://www.constellationr.com/research/business-imperative-optimizing-digital-customer-experience. And here’s all the professionals who spend their days work making the customer experience the best it can be with customer experience professionals collaborating with IT professionals. If content is king, DPM is the ACE!

@DrNatalie Petouhoff

VP and Principal Analyst, Constellation Research

Covering Customer-Facing Applications that Create Amazing Customer Experiences

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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.

customer-journey

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!

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@DrNatalie Petouhoff, VP and Principal Analyst

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

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

 

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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 )

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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 )

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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 )

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

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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 )

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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 )

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Dr. Natalie Petouhoff, VP and Principal Analyst

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

 

 

 
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