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

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

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

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

A Great Place for Customer Service? Twitter: Oracle’s Social Roll-Out of A Twitter Enhanced Customer Solution

Customer Service Has Changed
There was a time when customers wrote a letter to customer service- ok that was a really long time ago. But not long ago, the phone was what a majority of people used to contact customer service. And then along comes social media. As the author’s of the Cluetrain Manifesto said, “Markets are conversations” and many of the new marketplace conversations are happening in social networks.

Markets are Conversations

One of the reasons that more and more marketplace conversations are happening in social and digital networks is that it’s the first time customers have been able to talk to each other directly in ways that surpass the bulletin boards of yester year. Another reason is that when customers tried to get service by dialing the customer service 1-800 number, they were often met with long wait times, agents that didn’t have all their information in front of them (the company didn’t have the type of computer telephony were all you info was pulled up from the phone number and delivered to the agent) or when the customer finally got a customer service agent on the phone, the service experience was rushed (over 4 minute mark many contact center agents would get dinged for a long average handle time) and some of the agents just weren’t prepared to help, had an attitude, didn’t fix the issue so the customer had to call back in and retell their story all over again… The bottom line: customers have been tired of poor service.

Customer Service is the New Marketing

It’s never made sense to me to provide bad service. Customer Service is the new Marketing. How someone is treated in a customer service situation stays with them. That customer might be loyal for a while, at least until there’s a better deal from another company. It’s part of why there is so much customer churn. One of the biggest issues is NOT that Customer Service Professionals are not aware of the issues in their contact centers. They know what they would like to do. They just suffer from the Rodney Dangerfield Affect: They just don’t get enough respect. What I mean by that is they are often not allocated enough budget to make the customer service experience what it should and could be. Customer Service should be a CEO level decision. In companies where it is, the service is great. In companies where it is not respected as a mission critical part of the business, the service is just “so so” to really bad.

A Change in Corporate Culture Needs to Happen NOW

What is important about social and digital media is not necessarily the channel. It’s really about a philosophical corporate culture issue. Because customers couldn’t get the service they wanted in a phone call or email, they realized that social networks were the perfect place to get a company’s attention. Why does it work so well? In comparison to a call or an email or chat, social networks are a public medium. It’s a medium where everyone can see what’s happening. And one of the biggest issues – whether its Twitter, Facebook, an online community – is that the conversations between customers and between customers and companies are public. And not only are they public, they are often permanent digital footprints that last a long time (think cave painting that last millions of years.)

If You Think Social Media Isn’t Affecting Your Company, Stop Doing the Ostrich

Some people would argue that there’s not that many people on social networks. In fact, there are There are 7.2 billion people on earth and more than 2 billion of them are active on social media. And take into consideration the 1-9-90 rule, most customers are lurking or reading what other customers are writing about companies. (The 1% refers to customers who post, 9% refer to those who respond to those who post and 90% refers to those that read what the 10% posted. Of course that ratio changes depending on the industry, but it’s roughly 80-90% of the customers who just read what other customers think. So should companies be worried about what is said about them in social and digital media. I think so. I think there will be some companies, because of the bad word of mouth and their lack of attention to it or changing the issues with their products and services will just go out of business and never know what hit them.

Operationalizing Social Customer Care on Twitter

Oracle SocialOne way to operationalize a brand’s ability to track and interact with Customer Service and Twitter is to consider Twitter’s new data and functionality to create improved and transformative customer service solutions for brands. Oracle Social Cloud was part of the announcement and is extending this enriched Twitter data to our customers.  Oracle Social Cloud will be rolling out this new social service solution in a managed release to select customers. The product will be available to additional customers in the fall.

Exceptional Social Responsiveness is A Necessity of Great Customer Service

According to Nielsen, more than 1 in 3 consumers prefer social customer service to phone. A recent McKinsey study stated that companies that improve their customer service can see a 30-50% improvement in key measurements including “likelihood to recommend” and “make repeat purchases.” Social service is more than just resolving issues.

Meg Bear, Group Vice President, Oracle Social Cloud, said, “In today’s digital landscape, modern customer care is social and mobile, and increasingly the platform of choice for consumers is Twitter.  Working with Twitter data allows customers to better integrate enriched social data more deeply within their customer service process to capture, learn, and act on insights to match consumer expectations.

An Example of a Company That is Taking Social Customer Care to Heart

Rebecca Harris, Global Head of Social Center of Expertise at General Motors, commented that, “General Motors continues to strive for excellence with our customer care capabilities, providing new ways to understand and engage with our customers like never before—and it’s a winning strategy for both our customers and our business. The importance of social service is echoed by our customers, too. We interact daily with our customers on Twitter, allowing for a quicker, more personal engagement, enabling General Motors to put its customers at the center of everything we do.” I grew up in Detroit and worked for GM many, many years ago. It’s an interesting industry that is critical to the stability of the American economy and great to see they understand the fundamental importance of not only customer service, but also social customer care.

Wondering How The Oracle Twitter Solution Can Help Your Company?  

The new social customer care solution is an upgradeable option for Oracle customers that want to provide the most advanced and innovative solutions to meet the rising expectations of mobile and social consumers. The solution captures Twitter impressions and aggregated engagement metrics, coupled with their advanced listening algorithm, and delivers a next-generation solution that allows customers to better identify influencers, understand social impact, and prioritize service issues.

How It Will Work – Real-World Superior Social Service:

Let’s say you are an airline organization or a hotel chain monitoring millions of Tweets across the globe. You could leverage Oracle Social’s advanced listening, filtering and categorizing capabilities to quickly identify “customer service” topics from other conversations. Your agents could respond and resolve customer service and customer care issues with speed. That’s good – but it can be done better.  How do agents easily identify who to respond to given the potential volume of service complaints?  How does one Tweet stand out from the next in a blurry sea of Tweets?  Those are all good questions and need answers.

For starters, with the new Twitter-enriched data, the airline or hotel chain now has more insights and rich context into each message through an algorithm that weighs impressions and engagement metrics and then color-codes each based on highest impact and priority. This proactive solution allows agents to visually identify messages as they trend based on views, clicks and aggregate engagement metrics. Counting favorites and retweets as the only indicators misses the mark on critical service scenarios that are quickly going viral.

Of course, every customer issue is important, but now airline or hotel agents can prioritize and resolve the frustrated customer whose Tweet about lost luggage or lack of air conditioning in the room was actually seen by 5.5 million people (…and counting re the 1-9-90 rule).

The new customer care solution will be surfaced in Oracle SRM’s new column-based Engage UI.  The new column-based Engage UI will be available to all customers whether or not they upgrade to the advanced Twitter customer care solution.

What’s your take on Social Customer Care? Here’s some quick tips to consider:

  1. Do you have the ability to operationalize listening and responding in social and digital networks?
  2. Do you have the staff that understands not only the strategy but also how to operationalize social customer care real-time?
  3. Do you have executive management buy-in, a business case and a strategic and tactical plan that shows how your approach to social customer care is going to reduce costs, but also increase revenue?


VP and Principal Analyst, Covering Customer-facing Applications to Create Amazing Customer Experiences

Don’t forget to submit a SuperNova Award if you are doing something amazing at your company: Deadline is extend to August 21st.


SuperNova Awards: The Premium Standard in Digital Disruption — Apply NOW!!

You now have a few more days to complete your SuperNova Awardapplication! The new deadline to apply for the only awards to honor leaders in disruptive technology is August 14, 2015.

All finalists of the SuperNova Awards are awarded one complimentary ticket to Constellation’s Connected Enterprise executive innovation summit.* The application takes only about five minutes to completeGather all the information about your disruptive technology project, and submit your application now!

Apply Here: https://www.constellationr.com/node/3137/apply

Revised timeline

  • August 7, 2015 August 14, 2015 last day for submissions.
  • September 2, 2015 finalists announced and invited to Connected Enterprise.
  • September 14, 2015 voting opens to the public
  • October 2, 2015 polls close
  • November 4, 2015 Winners announced, SuperNova Awards Gala Dinner at Connected Enterprise 

We’re searching for the rebels, catalysts, and innovators that are shaping the future of technology! If you led the implementation of a disruptive technology for your organization, we want to hear your story!

Complete the SuperNova Award application in 3 steps

  1. Create a Constellation account
  2. Gather the information required to complete your SuperNova Award application. Preview the application and download an application checklist here
  3. Submit your application before August 14, 2015. 

Apply Here: https://www.constellationr.com/node/3137/apply

*limit one per finalist. Transportation and lodging not included. 

@DrNatalie VP and Principal Analyst, Constellation Research