Recently, I’ve been reading up on the 2012 SuperNova Award Semifinalists. Unfamiliar with the SuperNova Award? Here’s some quick information, taken from Constellation Research:
The SuperNova Awards celebrates champions of disruptive technology for a second year. Constellation’s all star cast of judges whittled down an applicant pool of over 120 hopefuls, and selected 60 exceptional semifinalists. All semifinalists will receive one invitation to Connected Enterprise, Constellation’s premier innovation summit; a three-month subscription to Constellation’s Quark library; and membership in Constellation’s research community. Select semifinalists will also be invited to speak on best-practices panels at Connected Enterprise.
Constellation’s Principal Analyst and CEO, R “Ray” Wang noted, “The judges saw an increase in the quality and quantity of this year’s entries. A common theme among the 2012 semifinalists – defined ROI and metrics, best practices on how to transform an organization, and real calculated risk taking inside the organization. These semi-finalists should be applauded for their courage in taking their organizations to the next level in a tumultuous business climate”.
If you’re familiar with my work, you know how I stress the importance of effective customer service for improving business, so I’ve decided to share with you 2 of the finalists and their companies up for the “Next Generation Customer Experience” award.
Jens Voigt, Vice President Customer Support, Western Europe, Kaspersky Lab
“Since most of our customers conduct their personal and professional business online, we knew we had to deliver an online self-service option to meet their needs. To do this, in 2010, Kasperksy launched Lena, an intelligent virtual agent powered by VirtuOz. Initially, the goal was to provide a 24/7 automated system that delivered a fast, personalized, contextual customer experience and free up support resources for more advanced, paid technical services. However, with robust analytics capabities able to capture the voice of the customer, we soon realized that our customers were using Lena as the online equivalent of a tech-savvy sales representative. So in November 2011, Kaspersky expanded Lena’s role to the sales function, which quickly garnered tremendous success.”
Kaspersky Lab is the world’s largest privately held vendor of endpoint protection solutions. The company is ranked among the world’s top four vendors of security solutions for endpoint users. Throughout its 15-year history Kaspersky Lab has remained an innovator in IT security and provides effective digital security solutions for consumers, SMBs, and Enterprises. The company currently operates in almost 200 countries across the globe, providing protection for over 300 million users worldwide. Learn more at www.kaspersky.com.
Dawn Wolfe, Sr. Digital Marketing Manager, Autodesk
“Due to the power and complexity of Autodesk’s software, a single user license can be a significant investment, which makes software trials a critical component in a customer’s purchasing decision. In fact, data showed that prospects were twice as likely to purchase Autodesk® products if they had used the software at least three times during a 30-day trial period. We incorporated Badgeville’s Game Mechanics into our 3ds Max® software trial experience to provide our prospects with a guided, more engaging experience through the full benefits and key differentiators of our products.”
Autodesk, Inc., is a leader in 3D design, engineering and entertainment software. Customers across the manufacturing, architecture, building, construction, and media and entertainment industries — including the last 17 Academy Award winners for Best Visual Effects — use Autodesk software to design, visualize and simulate their ideas. Since its introduction of AutoCAD software in 1982, Autodesk continues to develop a broad portfolio of state-of-the-art software for global markets. For additional information about Autodesk, visit www.autodesk.com.
To learn more about the other semifinalists, click here.
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@DrNatalie L. Petouhoff
For more info on my work:
Ebook:Social Media ROI
Social Media ROI YouTube Videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media
Book on Monetizing Facebook: Like My Stuff: How To Monetize Your Facebook Fans