Want to Know More About Machine Learning and AI?

Wondering whether you should invest in AI and Machine Learning? That’s a question that the most innovative companies are considering. Why consider it? One good reason is because your competitors have already started. If that doesn’t give you some reason to get motivated, I hope you get started before you are put out of business. To make sure that doesn’t happen, there are  a few things to consider to help you start to explore an investment in machine learning.

It’s the Data, Stupid

Of course, as with any business initiative, you’ll want to create value. And this can be done using machine learning systems. But for those systems to provide value, companies will need to begin by evaluating their organization’s data maturity, but more importantly their readiness to accomplish its data-driven goals. Company’s need to start with an audit of their data warehousing, data scientific research capabilities, data governance and data hygiene. In addition, it’s important to look at the sources, uses, volume, and veracity of all your date, meaning your first-, second-, and third-party data.

Garbage in, Garbage Out

Why is making sure your data so clean? Machine learning is basically taking a computer and making it smart enough to learn from the data it’s fed. We are essentially programming machines to learn. The goal is that after a certain point of time, the computer is able to predict further data. How so? Let’s pretend you want to make your computer predict the weather. So to begin, you might feed the computer weather reports of every hour of every over the past year. What you might end up with is– because the temperature (z) depends on day of the year (x) as well as the time of the day (y), more than two-dimensional curve. In fact, weather is random, so the equation generated by the computer won’t just have 3 variables (x, y, z), it may also have higher powers. So depending on the number of factors in a prediction and the randomness of the outcome, the complexity of the curve can increasingly get more complicated.

So back to the data… And I know you know the story about data: garbage in, garbage out. So hopefully, now you see can why good, clean data is so important to prediction. As the computer is taking the data you feed it to make future predictions, those predictions dependent on the data you are feeding it. So you want the very best data possible. And it takes super computers which are capable of handling large volumes of data, as well as the ability to learn fast and to make fast decisions based on the learning it under goes.

AI and ML Are Not The Same

Often times Artificial Intelligence (AI) and Machine Learning (ML) are used interchangeably. But they are actually different. Artificial Intelligence is the broader concept of machines being able to carry out tasks in a way that we would consider “smart.” Machine Learning is the application of AI based on the idea that we should be able to give machines access to data and let them learn for themselves. Artificial Intelligence devices (devices designed to act intelligently), are often classified into one of two groups: 1) applied and 2) general.

Applied AI is far more common. Applied AI is about systems designed to intelligently trade stocks and shares or drive an autonomous vehicle. Generalized AI is may up of systems or devices that, in theory, can handle any task. And are less common. However, this is where some of the most exciting advancements are happening today.

Deep Learning is A New Area of Machine Learning Research

It was introduced with the objective of moving Machine Learning closer to one of its original goals: that of being Artificial Intelligence. So essentially Deep Learning is a subfield of machine learning concerned with the algorithms inspired by the structure and function of the brain called artificial neural networks. Deep learning has worked it’s way into business language via Artificial Intelligence (AI), Big Data and analytics. Deep learning is an approach to AI which shows great promise when it comes to developing the autonomous, self-teaching systems which are revolutionizing many industries.

The Two Big Ideas: It May Be Possible To Teach Computers to Learn and The Internet is a Source of a Ton of Data

Arthur Samuel, in 1959 is credited as the one who came up with the big idea that it might be possible to teach computers to learn for themselves. That would be in contrast to teaching computers everything they need to know about the world and how to carry out tasks. The second big idea was that the Internet, with huge increase in the amount of digital information being generated, stored and could be used for analysis. So the scientists and engineers realized it would be far more efficient to code computers to think like human beings, and then plug them into the internet to give them access to all of the information in the world.

Neural Networks Are Algorithms

Neural networks are a set of algorithms, modeled loosely after the human brain and designed to recognize patterns. The development of neural networks has been key to teaching computers to think and understand the world in the way we do, in addition to the innate advantages they hold over people such as speed, accuracy and lack of bias. So a Neural Network is a computer system that classifies information in the same way a human brain does. It can be taught to recognize, for example, images, and classify them according to elements they contain. It works on a system of probability – which means that based on data it’s fed, it is able to make statements, decisions or predictions with a degree of certainty. The addition of a feedback loop enables “learning” – by sensing or being told whether its decisions are right or wrong and then can modify the approach it takes in the future.

What Can Machine Learning Applications Do?

Machine Learning applications can read text and work out whether the person who wrote it is making a complaint or offering congratulations. They can also listen to a piece of music, decide whether it is likely to make someone happy or sad, and find other pieces of music to match the mood. They can even compose their own music expressing the same themes, or which they know is likely to be appreciated by the admirers of the original piece.

These are all possibilities offered by systems based around ML and neural networks. The idea is that we should be able to communicate and interact with electronic devices and digital information, as naturally as we would with another human being. And another field of AI – Natural Language Processing (NLP) – has become an exciting area of innovation in recent years, and one which is heavily reliant on machine learning. (And yes, my initials just happen to be NLP, but that doesn’t really mean anything… just a happy coincidence…)

Where is Used?

Take Google for instance. Google is using it in its voice and image recognition algorithms. It is also used by Netflix and Amazon to decide what you want to watch or buy next. And it is also being by researchers at MIT to predict the future.  While Machine Learning is often described as a sub-discipline of AI, we might look at Machine Learning as the state-of-the-art of AI. Why? Perhaps because it is showing the greatest promise to provide tools that industry and society can use to drive change.

More on the practical uses of AI and ML in the future. For now, noodle on that!

@drnatalie

VP, Program Executive, Innovation and Transformation Center

 

 

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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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Guest Post: 5 Tech Solutions That Will Help You Exceed Customer Expectations

In a time where the world is more connected through technology and social media, providing excellent customer service is crucial. The reputation of your business is built on its effectiveness, including the customer experience.

Exceeding customer expectations creates loyal customers and it differentiates you from the competition. In addition, word of mouth is now more powerful than ever, as customers can easily share both positive and negative opinions online.

Here are 5 powerful tech solutions that will help you exceed customer expectations and provide exceptional customer service:

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  1. Vision Helpdesk 

Serving businesses of all sizes and levels, Vision Helpdesk is a leading customer support software that comes in 3 different products. There’s the Helpdesk software, which enables customer support agents to receive, process, and respond to service requests. On the other hand, the Satellite Helpdesk software provides a multi-company customer support management solutions.

Additionally, all features from Helpdesk and Satellite Helpdesk combined are provided by the Service Desk software which follows the discipline of IT service management.

Unique features of these software include task management, ticket billing, asset management, and release management. Vision Helpdesk allows you to stay on track as you serve clients, creating a client portal that is convenient for both customer and company.

There are multiple pricing plans offered, varying by the specific software and the hosting plan. Pricing starts at $7 per month to host Helpdesk on your server with a recurring license, or a one-time license for $150.

  1. TeamSupport

This customer support program allows teams to collaborate better by eliminating miscommunications and quickly addressing customer issues. Improving customer communication helps teams handle the customer service process better.

The program has some key unique features that help with the delivery of cohesive customer support. There is ticket automation, which allows support staff to flag messages by word or type. For example, a staff could add a flag for any support request that contains the word “upset” or “frustrated.” This allows the team to prioritize the more urgent requests that need attention.

Another key feature is the Knowledge Base tool. This allows clients to try to solve their own minor issues, which enables support staff to handle bigger challenges that may arise. With TeamSupport, customers can have their needs prioritized and met with efficient responses. Pricing starts from $40 per month.

  1. Office 365 

Another top solution that will help you exceed customer expectations is Office 365. This cloud-based service features a number of different tools that can be beneficial. One of the newly debuted services is Bookings, which allows customers to schedule appointments with a company using online software. This makes a convenient process for customers as it eliminates the need for a phone call.

Dynamics is another Office 365 software tool. The CRM package brings a line of integrated business management solutions that allow your staff to make important business decisions with a greater sense of confidence. Key features of Dynamics include lead management, contact management, and territory management.

Pricing for Office 365 starts from $5/month per user, for the Business Essentials plan. Microsoft Dynamics pricing plans start at $4 per user/month.

  1. Samanage

If your company is seeking a more advanced, user-friendly help desk solution then Samanage is the option for you. Making life easier for both your team and the customer, Samanage has comprehensive functionality that allows you to quickly respond to service requests. This results in improved support for your customers.

The intuitive service desk ensures that your team will deliver exemplary support. Clients use their email or the powerful self-service portal to submit service tickets. Users can even search for a solution independently by using the system’s Knowledge Base.

In addition to submitting a new service ticket, your customers can easily track the status of a pending issue.

Samanage allows for a desk data integration and can be used on the go from any smartphone or tablet with web browsing capabilities. You can experience the convenience and up-to-date reliability of Samanage for an affordable annual subscription based on your software needs.

  1. AmoCRM

AmoCRM allows you to manage your pipeline and sales team. The sales management service is a web-based platform enables businesses to manage customer relationships more effectively. You can directly link platforms such as Facebook, Dropbox, Xero, and Zendesk to AmoCRM.

Valuable features include sales analytics, lead scoring, and email integration. The software supports custom field creation and provides a user-friendly approach to managing your company’ interactions with current and potential customers.

AmoCrm allows you to upload existing customers from contact databases such as Gmail and Outlook. There are also follow-up tasks to keep you up-to-date on meetings and calls, and these are attached to the contact or lead cards.

AmoCRM is free to try and plans start from $15/month.

There are many excellent technological solutions available that help businesses thrive in managing their customer service by maximizing efficiency and enhancing communication. However, technology can only take you so far. In order to provide a stellar customer service, your entire business should be customer-service oriented. Strive to exceed customer expectations whenever you can and this will definitely take your business a long way in terms of longevity and reputation.

 

About the Author:

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Heather Redding is an avid reader, freelance writer, coffee snob and a tech enthusiast from Aurora, Illinois. When she is not working, Heather enjoys swimming and hanging out with her friends. You can reach Heather via Twitter.

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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.

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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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Genesys Acquires Interactive Intelligence- Good Move for Both Companies

Genesys (www.genesys.com), a customer experience, omnichannel and contact center solution and Interactive Intelligence Group Inc. (www.inin.com), a customer engagement and global leader of cloud and on-premise solutions for  communications and collaboration, are entering into a definitive agreement. In this agreement  Genesys will acquire Interactive Intelligence in a transaction valued at approximately $1.4 billion.

How Will This Affect You and Your Customers?

The transaction will accelerate Genesys’ mission of powering customer experiences at scale, anytime, anywhere – over any channel and device, in the cloud and on-premise. Both Genesys and Interactive Intelligence have developed best-in-class capabilities with highly complementary product portfolios that serve adjacent market segments. So together, the combined company will provide a broad customer experience solutions globally for organizations of all sizes across a range of industries.

If you are wondering about their commitment to accelerate innovation and R&D,  Genesys has explained they are committed to accelerate innovation in the customer experience market, with more than $1.3 billion in revenue and annual R&D spend approaching $200 million.
Notes From The Executives

Paul Segre, Chief Executive Officer, Genesys offered, “This is a milestone transaction that combines industry-leading expertise and capabilities to enable lasting customer relationships, accelerate innovation and drive growth. Our combined product portfolio will provide the broadest set of transformative customer experience solutions optimized for customers of all sizes and sophistication levels, available both in the cloud and on-premise. We will significantly invest across the entire Interactive Intelligence product portfolio to support the continued momentum of PureCloud®, Cloud Communications-as-a-Service℠ (CaaS) and Customer Interaction Center™ (CIC), in addition to the rich portfolio of products offered by Genesys today. We are excited to work with the Interactive Intelligence team to deliver even greater innovation and value to our global customers and partners.
Dr. Don Brown, Chairman, President and Chief Executive Officer, Interactive Intelligence explained their position by saying, “We have been working for the past 22 years to build an outstanding company with innovative, disruptive technology solutions that transform businesses. I am confident that our agreement with Genesys, which follows a careful evaluation of strategic alternatives, provides Interactive Intelligence shareholders with immediate and significant value, and will deliver meaningful benefits to our customers, partners and employees. The combination of Genesys and Interactive Intelligence provides a complete portfolio to address all market segments by combining Interactive Intelligence’s PureCloud, Cloud Communications-as-a-Service (CaaS), and Customer Interaction Center (CIC) with Genesys’ offerings. I am excited for the combined company to continue to grow and meet the needs of organizations around the world.

What Does This Mean to You

Customer experience here to stay. It is the one competitive differentiator that a brand can’t ignore. Customers either have a great experience, over many touch points over the time they spend with a brand or they don’t. If they don’t, often don’t return. The question is what solution(s) will your brand use to affect their experience of doing business with your brand? Many choices for sure.

@drnatalie petouhoff,
VP and Principal Analyst, Constellation Research

Covering Customer Experience

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Implementing Customer Experience, Cloud, IOT or Any Technology Project? Why Will it Fail?

Obviously no one plans on implementing a project that will fail. However, statistics show that over the past 20 years a very large percentage of technology projects do fail to result in the business outcomes that they were expected to meet. The real issue is that leading change (implementing new technology, whether it be CX, transitioning to the cloud, IoT, etc…) is different than the role of leading in general. But this point is often overlooked or some leaders don’t realize how big a difference there is in leading change compared to their every day leadership job.

The reasons projects often fail and the need for orchestrating customer experience projects using organizational change management range from:

  1. Projects ran over budget, were late, or never completed.
  2. Projects were attempted more than once because initial efforts failed.
  3. Only a small part of the organization adopted the new processes or systems.
  4. When the project went live, critical business systems halted, causing loss of revenue, increased costs, dissatisfied customers and frustrated employees.
  5. Parts of the business (or possibly the entire organization) eventually reverted to the old way of doing things.
  6. The return on investment (ROI) and/or stated benefits were never realized.
  7. The project cost the business more money than it saved or generated.

 

Our research shows that there are seven steps for leaders of change leaders can use to be more successful.

Practice #1 – Understand the Business Case for Change

Practice #2 – Start with the Executive Team: Move It from Involved to Engaged

Practice #3 – Engage All Leaders and Prepare Them for the Journey

Practice #4 – Build a Broad Understanding of the Change Process

Practice #5 – Evaluate and Tailor the Change Effort

Practice #6 – Develop Adaptive Leadership Skills in Change Leaders

Practice #7 – Create Change Leadership Plans

Don’t become one of the statistics of failed projects. There are best practices that work.

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research

Covering Customer-Facing Applications to Create Awesome Customer Experiences

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Guest Post: The Relationship Between Cloud ERP and Big Data

There have been quite a few articles written on adopting cloud-based ERP, and whether the technology will be along the lines of its counterparts. Businesses are becoming more aware of the computer industry and the software is improving with each release. Cloud technology is becoming crucial in developing new capabilities to attract customers.

 

Enterprise resource planning (ERP) within the cloud is the engine utilizing data produced on the plant floor to power manufacturers. Cloud ERP gives manufacturers more precise and real-time data. Also, it is delivering programmable logic controllers, barcode readers, visual management systems, and wearable technology that can assimilate with the ERP system.

 

Big data is popular amongst business intelligence and analytics applications. Big data technology is evolving and it is changing application systems that have long supported them; it has given challenges and great opportunities. Acquiring business value is not only a challenge but it puts the business’ goals into context. 18-20% of the world’s GDP is contributed by manufacturing. Data is well on its way to becoming the new way to be efficient, since manufacturers worldwide are using it gain an edge on the competition. They are looking for products to better themselves and their consumers while discovering services that can be innovative and add to their image. 50% of reduction from manufacturing in product development holds real value. The largest source, arguably, of data in manufacturing is from ERP. Cloud adaptation is being forced at this point, which is the location where data is evaluated and processed using state of the art analytical engines that can slice and splice data into conventional and unconventional sources. ERP is now the connection of the cloud and Big Data.

 

Cloud ERP showcases enhanced flexibility, customization, lowered cost of ownership, and better integration with emerging technologies. You may also see a lowered number of times you call your IT department. The developments indicate that ERP on the cloud is not a situation of when manufacturing will become part of the trend, but what it will choose to deliver via the cloud before ERP immerses itself in the cloud completely.

 

In this moment, ERP in the cloud has proven itself to be a key player in manufacturing. Many companies will do their best to obtain flexibility, enhance customization, lower their costs and drive the integration of emerging technologies. The cloud will be a central figure in its success. As manufacturers gain confidence and experience the benefits, modules that go far above the functions of basic ERP will submerge in the cloud. Mobility and data growth are adding to the need, which would take ERP into the cloud, to create an improvement in efficiency and intelligence leveraged regardless of time and locality. This change coming will be historic. The ERP landscape is being reshaped as this is being written.

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(Image Source: FanRP)

 

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Saurab Prabhakar is a SEO & Outreach Intern at The Marketing Zen Group. He writes creative content on behalf of the ERP systems specialists at TGO Consulting, and enjoys his work. You’ll find him instructing Group Fitness classes and enjoying great food. You can connect with Saurab on LinkedIn.

 

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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

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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 

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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

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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?

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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

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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

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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

 

 

 

 

 

 

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Guest Post: How Digital Technology Is Transforming Customer Data Collection

Digital business is increasing the potential monetary value of data, but most companies aren’t leveraging this valuable resource. Smart devices, mobile technology and social media are increasing the volume and variety of customer data available at an accelerated rate, turning data brokering into a multibillion dollar business while simultaneously making data more affordable than ever. General information about consumers is now available for about $0.50 per 1,000 people, estimates the Financial Times. Read on for the trends that are transforming data collection and the tools that smart companies are using to turn data into profit.

Internet of Things

One of the biggest technology trends is the increasing presence of smart electronic devices, a trend known as the Internet of Things (IoT). Earlier stages of the Internet were centered around personal computers and then mobile phones, and now the Internet of Things includes all sorts of smart devices, from smart houses to smart TVs to smart cars, watches and clothes.

All these devices collect data that is centered around the consumers who use these devices. This enables businesses to organize their market research and advertising efforts around the totality of data as well as individual uses, a trend known as marketing personalization. The Internet of Things means that the data collected can conceivably be used to personalize ads they see in their car, at work and while shopping.

Location-Based Data

The Internet of Things forms a digital mesh that enables consumers and their data to be pinpointed by location. Smartphones like the Samsung Galaxy Note5 are GPS-enabled, allowing marketers to collect data on their location and deliver personalized messages that appeal to customers at specific locations.

One of the emerging applications of this is beacon marketing, which identifies when customers are entering stores to deliver customized coupons, discounts and other special offers. For instance, Hillshire Brands saw a 36 percent increase in brand awareness and a 20 percent increase in purchase intent by using beacon technology.

Context-Sensitive Data

Data collection is becoming more context-sensitive. For instance, a webpage that displays well on a desktop screen needs to adjust to be viewable on a smaller mobile device screen. This means that the site needs to collect context-sensitive data about the viewer’s device and screen size.

Another context-sensitive use of data is retargeted advertising, when information gathered on one device follows users as they use other devices. For instance, Yahoo recently added a feature to its Gemini ad marketplace that enables advertisers to send retargeted ads to customers on websites, apps and Yahoo interest categories based on their browsing behavior.

Social Media Data

One of the most important data collection sources is social media. CMS Wire reports that 90 percent of the data available today was collected over the past two years and 80 percent of it came from social media use.

Social sites are seeking to capitalize on this, with Facebook, Twitter, Instagram, Pinterest, Google and YouTube all introducing buy button features last year. In 2016, social media brand engagement and buying will drive data collection, predicts Brandwatch.

 

About the Author

Roy Rasmussen, coauthor of Publishing for Publicity, is a freelance copywriter who helps small businesses get more customers and make more sales. His specialty is helping experts reach their target market with a focused sales message. His most recent projects include books on cloud computing, small business management, sales, business coaching, social media marketing, and career planning.

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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
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