The Need for Customer Experience is Based on Science Not Myth

The need for customer experience to improve is not a myth. In fact, here’s why. Noted psychology researcher and writer Mihaly Csíkszentmihályi observed in 1998 that people who perform seamless, sequence-based activities on a regular basis are happier than people who don’t[i]. He coined the term “flow” to describe this behavior. With the advent of CoIT, we’ve actually imposed a new set of demands on our customer’s brains. But instead of offering a series of smoothly sequential flows, websites and mobile applications are characterized by lag, downtime, and restarts. And at the same time customer’s flow-oriented brains simply aren’t wired to deal with poor digital experience interactions. Science has shown the business need for great customer experiences is a fact, not a myth.

And it can be tempting to label customers picky and impatient. But there’s a wealth of research on what happens to customers at a neurological level when they are forced to deal with slow or interrupted processes.[i] Their impatience is an indelible part of their human circuitry. Brands must recognize that customers’ hardwiring of the brain’s and their neurological desire for flow and easy of use as part of the cost of doing business. Companies must come to terms with the economic imperative of the customer experience or drive customers to their competitors because of their poor focus on customer experiences.

Fast websites and mobile experience create happier users. Those happier users are more likely to follow “calls to action” to register, download, subscribe, request information, or purchase. Unhappy users, which could include those who experience a mere two-second slowdown in how a web page loads, make almost two percent fewer queries, three point seven-five percent click less often, and report being significantly less satisfied with their overall experience[i]. Worse, they tell their friends about their negative experience. With the word-of-mouth social networks provide, brands need to heed the seriousness of differentiating their brand’s customer experience or be left in the dust.

Response Times have been consistent for 45 years. Based on neuroscience, the facts about human perception and response times have been consistent for more than forty-five years[i]. In fact, these numbers are hard-wired in human brains. And they are consistent regardless of the type of device, application, or connection a customer is using. In fact, that’s key to where customer expectations come from thus important to capitalize on. And what’s critical is determining where a brand’ web / mobile sites compare to customer expectations as well as benchmarking against CoIT applications or competitors or even non-competitors who have a great customer experience.

Response Time Has Not changed Much. In Robert B. Miller’s 1968 paper, “Response Time in Man-Computer Conversational Transactions[ii]“, found people have always been most comfortable, most efficient and most productive with response times of less than two seconds. Since 2006, what has changed slightly is the average online shopper expects pages to load in four seconds or less. Today, forty-nine percent expect page load times of two seconds or less, and eighteen percent expect pages to load instantly[iii]. And while optimizing every aspect of a brand’s digital assets to meet an “instant” expectation is a laudable goal, organizations simply may not have initially budgeted the resources to achieve these goals. Digital experience maturity, however, provides teams the ability to identify the interaction points in the digital customer journey most sensitive to improvement so they can maximize return on performance investment and include this in the budget and resource planning activities. Here’s the results of the Walmart study on page load times and conversion rates:

Screen Shot 2016-05-26 at 10.11.29 AM

Businesses can keep arguing that customer experience doesn’t matter, it’s a touchy-feely construct or get it directly affects the bottom-line and start by designing and measuring customer experience performance management. For more on this see my report, here.

@drnatalie petouhoff, VP and Principal Analyst

Covering Customer-Facing Applications


[ii]Robert B. Miller’s 1968 paper, “Response Time in Man-Computer Conversational Transactions,



[i]Dual-task interference in simple tasks: Data and theory. Pashler, Harold Psychological Bulletin, Vol. 116(2), Sep 1994, 220-244.

[i] The Concept of Flow: Handbook of Positive Psychology, Nakamura, J. and Csikszentmihayi, M. 2002.


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:
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

How GM Uses Social Media to Listen and Engage Customers

Having worked for GM years ago and lived in Detroit, the motor capital, it was really interesting to see how GM is using social media to listen and engage customers – in marketing as well as customer service. This new case study shows the depth and strength of how GM is taking advantage of what social media can provide to the business. What’s interesting – and if you follow me, you know I am an ROI gal – is that GM was able to trace their social interactions to actual car sales. And that’s really where the rubber meets the road. Social media has huge implications to business – many of them not obvious to many – but over the years I’ve spent a lot of time understanding how social media provides business value.

For more information on this report, you can find it here.

how GM listens in social media for marketing and customer service @drnatalie

For other reports on ROI of online communities, ROI of customer care, ROI of agile customer serviceNine Pillars of Successful Digital Customer Experience and Self-service, How General Motors Listens to Customers on Social Media, you can find more info to help your business understand why it’s important to take social and digital media very serious.

Screen Shot 2016-04-07 at 2.25.06 PM

Screen Shot 2016-04-07 at 2.14.42 PM

Screen Shot 2016-04-07 at 2.13.46 PM

Nine pillars of customer self-service natalie petouhoff @drnatalie






@Drnatalie, VP and Principal Analyst, Constellation Research

Covering customer-facing applications that deliver amazing customer experiences.


Announcements at JiveWorld16

As part of the product keynote sessions Jive is unveiled the next generation of interactive intranet and customer communities. In addition, Jive unveiled how the WorkHub and new Jive Identity Service will unite all aspects of a person’s business ecosystem – from colleagues across a company to individual teams, to external stakeholders such as customers and partners – all in one, seamless collaboration experience.

Jive announced enhancements to Jive’s Employee Engagement solution, Customer Engagement solution and Jive Chime.

For the Employee Engagement solution, Jive is announced the following enhancements:

  • Corporate communications bundle: Jive’s new, out-of-the-box solution for internal communications teams includes simplified content publishing capabilities for rich, beautiful blogs, images and videos, auto-subscribed targeted news streams, a configurable news page and personalized email digests to draw users into the community, as well as impact metrics for message reach and sentiment.
  • Mobile intranet enhancements: The latest update to Jive Daily encourages visual storytelling by allowing users to take or add a photo from their mobile devices and share it directly into their community. Other features added in today’s Jive Daily release include the ability to mention places and create documents. Near-term feature enhancements include localization, enhanced metrics, additional enterprise security requirements and image collections.

For the Customer Engagement solution, Jive is announced:

  • New events center: In the coming months, Jive will help make employee and customer community events even more useful and engaging through the ability to directly manage an event lifecycle from before to during and after the event. Additionally, a new event performance dashboard will show the number of attendees and their engagement at-a-glance, as well as post-event success metrics, sessions grading and much more.
  • New social listening integration with Sysomos: Brands soon will be able to route relevant conversations on social media directly in Jive-x community, increasing brand affinity. This integration delivers the ability to listen and respond to over a billion conversations online, in real-time, by enhancing social interactions and dialogue with community members, and improving customer satisfaction along with lowering call center costs.

Enhancements Jive is making to the Jive for Healthcare Collaboration include:

  • Secure, HIPAA-compliant team messaging: Last year marked the launch of Jive’s real-time team messaging app solution, Jive Chime. Since then, Jive has developed a new hub set to connect clinicians in real-time. With Jive Chime for team collaboration, conversations are now actionable, items are easily tracked and users can set quiet hours and even connect via video.
  • Private support center for peer insights: With Jive’s healthcare collaboration solution, clinicians can search for, ask and answer questions from their peers, and interact with knowledge base documents. With these capabilities, healthcare providers have a simple, easy way to access pertinent information and opportunities to collaborate with leaders in their fields.

The competition is heating up. Collaboration with employees and customers is key. Will be interesting to see where this industry goes! If you want more information about the ROI of online communities – both the ROI of internal communities and externally facing communities – here’s my latest report with updates for many categories of ROI.

@DrNatalie, VP and Principal Analyst, Constellation Research

Covering Software that makes the world a better place to work and live


Doing Something Really Interesting in IOT Customer Experience or Cloud Customer Service? Apply for a SuperNova Award!

The SuperNova Awards honor leaders that demonstrate excellence in the application and adoption of new and emerging technologies. This is the sixth year of the Constellation SuperNova Awards. Are you using IoT to create great, new customer experiences. Has the move to the cloud made your customer service more agile and the customer’s experience much better? If so, let us know. We want to hear your stories of using and developing:

  • IoT
    • IoT and creating awesome Customer Experiences
    • IoT and creating awesome Customer Service (Field Service)
    • IoT, the Customer Experience and its affects on Customer’s and Businesses Security/ Privacy
    • Using IoT to deliver smarter Marketing
  • Cloud
    • Using the Marketing Cloud to Increase Conversion, Targeting, Relevancy…
    • Using Customer Service Cloud to Service Customers Reactively, Proactively and Drive Marketing
    • Using the Customer Experience Cloud To Drive Awesome Customer Experiences
    • Using the Sales Cloud to Grow Win Ratios…

We will be recognizing nine individuals who demonstrate true leadership in digital business through their application of new and emerging technologies. We’re searching for leaders and teams who used disruptive technolgies to transform their organizations. Special recognition will be given to projects that seek to redefine how the enterprise uses technology on a large scale.

Are you really on the leading, bleeding edge? Then we are looking for you! If you are not on the edge, you are taking up too much room! We’re searching for the boldest, most transformative technology projects out there. If you or someone you know has what it takes to compete in the SuperNova Awards, fill out the application here

What’s the Timeline look like? I kinda hate to publish this, because everyone looks at it and thinks- Oh August – I have plenty of time! Don’t kid yourself. It takes time to not only do a great project but also document it! So don’t wait to the last minute… If you are up to something special, start jotting down your project info so you won’t be late with application submission!!! And make sure you have data to show your results!

  • February 8, 2016 application process begins.
  • August 8, 2016 last day for submissions.
  • September 7, 2016 finalists announced and invited to Connected Enterprise.
  • September 12, 2016 voting opens to the public
  • September 21, 2016 polls close
  • October 27, 2016 Winners announced, SuperNova Awards Gala Dinner at Connected Enterprise 

Why bother? There’s lots of Rewards! Besides getting to hang out with me :-) and a ton of other really outstanding and amazing leaders, and get to hear what the top companies in the world are doing, you’ll also get…

Wondering Who Are the Judges?

The judges are technology thought leaders, analysts, and journalists selected for their futurist mindset and ability to separate substance from hype. The SuperNova Award Judges carefully evaluate each SuperNova Award application against a rigorous set of criteria. Judges will identify individuals who demonstrate true leadership in the application and adoption of new and emerging technologies.  Want to catch a judge’s eye? Judges look for projects whose elements can be replicated in other enterprises. Want to know more about the awards and judges? You can learn more about the SuperNova Award Judges.

What Types of Projects or Inititatives Can Be Submitted? Here’s a list of the categories:

  •  Internet of Things – A network of smart objects enables smart services. (examples: sensors, smart ‘things’, device to purchase)
  •  Data to Decisions – Using data to make informed business decisions. (examples: 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. (examples: enterprise social networks, collaboration)
  •  Future of Work: Human Capital Management – Enabling your organization to utilize your workforce as an asset. (examples: talent management)
  •  Matrix Commerce – Commerce responds to changing realities from the supply chain to the storefront. (examples: digital retail, supply chain, payments, omni-channel retail)
  •  Next Generation Customer Experience – Customers in the digital age demand seamless service throughout all lifecycle stages and across all channels. (examples: crm, customer experience)
  •  Safety and Privacy – Strategies to secure sensitive data (examples: digital identity, information security, authentication)
  •  Technology Optimization & Innovation – Innovative methods to balance innovation and IT budgets. (examples: innovation in the cloud, ENSW cost savings, cloud ERP, efficient app production)

Who Won Last Year? I knew you would ask that, so here’s that info below. And they were all outstanding. Let’s see if you can beat what they did last year! We are really looking for the super stars. And you know who you are!

CoIT & The New C-Suite

Martin Brodbeck: CTO, Sterling Backcheck


Data to Decisions

Alda Mizaku: Lead Bus Solutions Analyst, Mercy


Digital Marketing Transformation

Naveen Gunti: Senior Director of e-Commerce Technology and Operations, Tumi Holdings, Inc.


Future of Work – Human Capital Management

Asha Aravindakshan: Operations Director, Global Talent, Ashoka


Future of Work – Social Business

Steve Nava: Senior Director Field Service, Americas, Luminex

*************************************************************Matrix Commerce

Jordan Kivelstadt: CEO, Free Flow Wines


Next Generation Customer Experience

Dan Wallis: Director of KP OnCall, Kaiser Permanente


Technology Optimization & Innovation

Dr. David Bray: Chief Information Officer , Federal Communications Commissions

Erica Stevens: VP of Supply Chain and Information Technology, Dylan’s Candy Bar

So there’s your bar. It’s been set high, but I know you can top it! Go for it! Can’t wait to see you at  SuperNova Awards Gala Dinner at Connected Enterprise!!
@DrNatalie, VP and Principal Analyst, Constellation Research
Covering Customer-facing Applications That Make Amazing Customer Experiences


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

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

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

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

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

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

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

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

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

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

@drnatalie Petouhoff, VP and Principal Analyst

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


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

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

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

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

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

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

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

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

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

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

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

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

Screen Shot 2016-01-29 at 12.08.35 PM

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research

Covering Customer-facing Applications That Drive Better Business Results




ROI of Online Cloud Communities

I remember back in 2008-2009 being asked whether social / digital / communities had any business value. To me it was instinctively obvious, but I got that it was not obvious to others. In wanting others to see what I saw, I started down the road of creating ROI models for digital / social / online communities. Now many years later, I am hearing the same question so I revisited the topic in some new research, ROI of Online Cloud Communities. This report goes above and beyond what that early research I did discovered. Screen Shot 2016-01-29 at 12.08.35 PM

I have interviewed at least 100 companies over the years and the stories all have had similar threads. While the actual use case might not have been exactly the same, they all had one similar component. That component? It was that there was a new level of open, honest, genuine and authentic communication. And note, ROI of online communities is NOT limited to customer service. That’s old news.

I remember reading about the predictions in the Cluetrain Manifesto. If you have not read that book, it is a must read. It was written in 1999-2000 time frame. It predicted where we are today in this digital / social / community oriented world. The ROI comes from better communication between all levels of employees, customers, partners – pretty much any stakeholder in a company and it’s customers. Whether B2B or B2C, B2B2C or whatever the business model is, what is true is those companies that are digitally enabled are more successful.

Percentage of Profit Rays BookFrom Ray Wang’s book, Disrupting Digital Business By Ray Wang, the figure about shows it’s clear that digital leaders have more of the overall marketshare and percentage of profits. Why is that? Think about customers talking to companies and giving honest feedback that helps:

  • Improve products and services and even helps the company innovate
  • Reduces unnecessary steps or processes
  • Helps executives understand what the trends are not only with their company but with others and provides that mission critical insight…

In the report, you will find 6 general areas that online communities can contribute to the two things that are very important to business – either reducing costs or increasing revenue. You can download the excerpt and learn more about what I discovered.

Screen Shot 2016-01-29 at 12.06.43 PM

If you have built a community or are a community manager and have seen similar results, I’d love to hear more about them! Maybe even make it into our case study library! (And don’t forget Constellation’s SuperNova Awards for 2016!!) If you’ve done something extraordinary, I’d love to hear about it and include it in my research. There will be info on how to apply to the 2016 SuperNova Awards soon!

May you find yourself building a community — if not now, soon! Those that have can attest to the amazing value it brings to a company. And not just in soft benefits- there are many, many that I put into the ROI model that are tangible, bottom and top-line business benefits.

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research

Covering Customer-facing applications and their business results!