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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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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From The Field: Oracle CX Conference 2016 Report

What we saw at the conference was a full suite for customer experience. As point solutions turn to suites, Constellation Research predicts organizations that want to keep all the information about customers flowing in one place will most likely turn to platforms, suites and hubs for customer experience.

Oracle Cloud Suite

With suites there is the opportunity to know your customers better, via shared data, shared knowledge across lines of business for personalized and relevant offers, products and services. Instead of having silos trying to each engage with the customer, suites provide the opportunity for employees to collaborate when engaging with customers (especially when the organization change management issues are dealt with from a leadership point of view.) Suites also provide the opportunity to drive new workflows, products and services that meet customer needs better. If companies are able to take advantage of what suites offer, they can sell more, innovate faster and increase shareholder value.

As we listened to Mark V. Hurd’s (Co-CEO or Oracle) keynote, he talked about the issues in IT spending. He estimated, worldwide IT spending is down over the last five years and down 5.1% in 2015. He also talked about revenue growth being stalled because companies are focusing on cost cutting to make their numbers for Wall Street. However, the focus needs to be on choosing the right software to grow the company’s revenue. One of the big drivers for software is getting the customer experience right. With all other things being equal, Constellation Research believes customer experience is the number one differentiator.

World IT spending decreased Mark V Hurd @drnatalie

Why? People expect that when they buy something, the experience will be at least positive if not really “wow” them. Otherwise, they will choose to go to a competitor. Mark spoke about the reality that most revenue growth will need to come from share shift as opposed to market growth. What this means for software companies is that they need to provide better software so that companies can provide better experiences so customer choose to move from their competitors to them. This also goes for software companies. The best way to grow revenue is to increase customer satisfaction. It’s interesting that this focus on customer experience seems to be the topic of the day. It’s something that I’ve been writing about for years. Customer Service and satisfaction perhaps has come into it’s own, finally.

Drivers for Customer Experience and Revenue Mark V Hurd @drnatalie

Often times companies don’t realize they are taking themselves out of the running when a customer sees (in forums, ratings, review sites, social media…) that the company is not responding, doesn’t show it cares and isn’t there to work with the customer to make things right. In fact, 67% of a decision on what to buy in B2B sales is completed before the customer even talks to a sales person. The customer is getting what they need from reading what is in digital and social media. And that customer automatically looks whether the company is participating in digital and social media, and even though they may not be aware, the company who is not participating make take themselves out of the marketing funnel, because customers realize that if they bought from that company and had an issue, they too would fall into the “no customer service zone” and be stuck with an issue. Nobody wants that and customers, after years of pretty bad service in many industries, are choosing to leave companies they have tried to be loyal to, but just can’t be loyal to any more.

And smart data is a huge opportunity for companies. Why? When companies put their data in the cloud they are able to aggregate more data in a single location creating convenience for marketing, sales and customer service in a very data-driven world.

Mark spoke about his own frustration with the financial institution he banks with and their calls to him about his account. He explains every time they call him, in detail, what the issue is, yet the bank still calls him with the same question. It’s as though the bank is on autoplay. It’s important to know your customers, understand who they are and what they need to keep them loyal.

Troy Carter, from Atomic Factory, spoke about the importance of engaging fans and his traverse of the start-up world. His words were very inspiring and really emphasized the idea that companies need to think about their customers as fans. With that mentality, how they are served, could change quite a bit. It was great to see someone who has arrived at a lot of fame, remember his beginnings and be humble about his amazing accomplishments in innovating in the music industry.

The conference was also graced by a number of customers who are on the journey with Oracle to provide not only better UX for their employees to use the software but also to develop the best in class suites to better service their customers. Look forward to an up coming case study on a brand called Elaine Turner. And here’s a case study on how GM listens to their customers in digital and social media and drives better marketing, sales and service.

Better UX Design

@drnatalie Petouhoff, VP and Principal Analyst, Constellation Research

Covering Customer Facing Applications that Drive Great Customer Experiences and Revenue Growth

Troy Carter Will Smith @drnatalie

Troy Carter Lady GaGa

Troy Carter, Atomic Factory, Keynote at Oracle CX Conference

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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.

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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.

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Salesforce Announces Salesforce for Messenger Platform

What’s The News? Salesforce announced Salesforce for Messenger Platform which will empower companies to create entirely new sales, service, marketing and app experiences for customers on Messenger. Salesforce for Messenger will enable companies to leverage existing business processes to make customer journeys even more relevant and personalized than ever before. This is the latest innovation in Salesforce’s ongoing strategic partnership with Facebook.

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Together, the companies are empowering companies to engage their customers through dynamic experiences around products, brands and moments—all connected to their business. Powered by Salesforce Lightning, this is a proven platform for more than 150,000 companies and millions of users, in which Salesforce for Messenger will deliver personalized engagement at scale with CRM data.

What’s Happening With Messenger Facebook: Messenger’s growth is skyrocketing with its monthly active users growing from 500 million in 2014 to 900 million today. Often Marketing “owns” the Facebook page and had not worked out what to do with Customer Service issues. Nothing worse than getting a #fail in the middle of marketing campaign. For those companies that do have good relationships between Customer Service and Marketing, this will only help them to do an even better job of serving customers. For companies that don’t have this relationship worked out, the connection with Facebook Messenger may be the missing piece they need to connect the dots between Customer Service and Marketing.

And this is perhaps why so many companies are so eager to embrace it as the new channel to extend customer engagement and create conversations. Salesforce extends its leadership in CRM with the launch of Salesforce for Messenger. Companies will be able to leverage Messenger as a customer engagement channel to deliver entirely new 1-to-1 experiences across sales, service, marketing and apps.

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Adding Facebook Messenger to the Checkout Flow in eCommerce: And because it is connected to the world’s #1 CRM platform, each Messenger interaction can be specifically tailored based on the context of the entire customer relationship. For example, a retailer will be able to embed a Messenger plugin on the checkout workflow on its website so a customer can ask any final questions before making a purchase.

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Since this Messenger exchange is also connected to the customer’s previous sales, service and marketing account records, the company can take a more personal approach to exceeding customer expectations. Companies will have an invaluable opportunity to use Messenger as a channel to build brand loyalty and deepen customer relationships by delivering seamless experiences across marketing, sales and service with Salesforce.

Comments from Salesforce Executive, Alex Dayon, President and Chief Product Officer, Salesforce: “Now with Messenger, Facebook is inviting companies to engage their customers in new ways on its platform at scale. With Salesforce for Messenger companies will be able to easily connect their businesses to Messenger, creating deeper, more personalized and 1-to-1 ​customer journeys within the chat experience.”

Salesforce has been on a continuous journey to completely re-imagine CRM for the digital era and the launch of Salesforce for Messenger is the latest example of how it is expanding the market. With Salesforce, companies can ensure that every interaction with a customer is an opportunity to create a memorable experience. In a world where the customer wants to get personalized, seamless care, this is an interesting step in the right direction.

@DrNatalie Petouhoff, Constellation Research

Covering Customer Service and Customer Experience

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New Report: Is Your Company Making Self-Service A Priority?

Want to know a paradigm that has always been false, but many people believe it? Organizations are battling each other to deliver the best customer experience for the right customer at the right time in the right channel. Customer service and customer engagement now play key roles in digital transformation strategy. However, leaders often stigmatize customer service or customer care as a cost center. This paradigm is false. Who created this paradigm should have their sanity checked. It makes no sense at all. Unless of course, a company is doing a poor job of customer service and customer experience.

Savvy managers understand the value of great customer service and experiences. Top notch self- service is a key part of excellence in customer experience. New channels such as text and social media have now surpassed the phone for the first time in history, showing how channels to the customer must be ubiquitous.

This report looks at the nine pillars for successful customer self-service include:

nine pillars of customer self service natalie petouhoff @drnatalie

Some of the benefits of providing excellent customer self-service are:

• Reducing the cost to serve customers through the deflection of issues from the content center

• Helping customers to obtain information quickly and easily on any device,
anywhere, anytime

• Delivering unique, personalized, seamless, consistent, self-service customer experiences via many channels

• Improving consistency of answers and increasing first contact resolution rates and customer satisfaction and loyalty

• Increasing positive word of mouth, earned media exposure and likelihood of recommendations about products and services to friends and family members and

• Reducing risks, fraud and mistakes and improving compliance.

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

@drnatalie petouhoff

VP and Principal Analyst, Constellation Research

Covering Customer Service, Customer Experience and Customer Self-Service

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DialogTech launches SourceTrak 3.0, reinvents call tracking for digital marketers

New Call Tracking For Digital Marketing – Well if you thought the only people who cared about phone calls to brand were people in the contact center, then you may be surprised by DialogTech’s new solution.  Actually its not that surprising me – considering a good 30-50% of calls to a contact center are marketing related – like which size would be better for me, or what are the measurements of the “box” or is the delivery date different than the ship date. These are all questions that would lead someone to “buy” something or not. However, often times those “marketing” type calls go to the contact center. The contact center rarely gets credit for answering lead conversion calls, but many of them do it all the time. Now to the announcement…

DialogTech, who provides of a most comprehensive, end-to-end call attribution and conversion platform for data-driven marketers, announced a breakthrough in call tracking for digital marketing with the release of SourceTrak 3.0. Nearly two years in the making, SourceTrak 3.0 enables the world’s largest organizations to realize the full benefits of call tracking for digital marketing, without the traditional limitations.

What is Included In This New Call Tracking for Digital Marketing?

According to eMarketer, 62.6 percent of digital ad spending in the U.S. this year will target smartphones and mobile devices. As a result, these ads will drive 162 billion calls to businesses by 2019, according to analyst firm BIA/Kelsey. So what is important is to know which programs generate the most calls (and customers) – because its a necessary step to measure and optimize digital marketing performance.

DialogTech’s newly re-architected and enhanced SourceTrak 3.0 technology solution is designed to meet the data, affordability, reliability and ease-of-implementation requirements of Fortune 1000 companies, large multi-location organizations and the marketing agencies they work with.

Enterprise marketing teams and agencies already analyze and optimize the customer journey for the search keywords, digital ads and website interactions that generate online engagement. DialogTech’s SourceTrak 3.0 enables them to do the same for offline phone call conversions. The call data appears alongside the online data in the marketing solutions they already use and requires no change to current processes and causes no disruption to digital ads or website performance.

What is Included In This New Call Tracking for Digital Marketing?

  • Full Attribution For Every Phone Number on a Website – Provides complete call attribution data – including the search keywords, digital ads, referring websites and webpages that drove the call – for every call from every phone number displayed on a website, including every number shown in “Find a Dealer” and “Find an Agent” webpages consumers use to locate and call their closest location or agent.
  • Keyword Attribution for Every Call From Google AdWords – Whether a call comes from a “Call” button in a Google search ad or from a searcher who clicks through to a website, SourceTrak 3.0 captures complete keyword, session and caller data for every call. That call attribution data, as well as any revenue generated from the call, can be imported directly into Google AdWords alongside online data for a complete and accurate analysis of search advertising ROI.
  • Accurate, Spam-Free Call Data – SourceTrak 3.0 call attribution data is now protected by SpamSentry™ technology, which prevents spam calls from distorting marketing data and frustrating sales agents.
  • Fast, Seamless Implementation – SourceTrak 3.0 enables marketing teams and agencies to implement call tracking on any website in a few clicks without any help from IT, any negative impact on website performance or SEO ranking or any disruption to existing digital ads.
  • Affordability – Only SourceTrak 3.0 has heartbeat technology that enables businesses to capture complete call attribution with the fewest phone numbers – and lowest cost – of any call tracking provider.

SourceTrak 3.0 technology is available as part of the DialogTech Voice360® platform, which also includes an integrated suite of marketing solutions for caller qualification and scoring, contextual call routing and management, conversation analytics and spam call blocking. All SourceTrak 3.0 features are backwards compatible with SourceTrak 2.0, and all SourceTrak 2.0 users have automatic access to the new functionality.

For more information on how to get started today, contact DialogTech at DialogTech.com.

If you are part of a contact center, how many of your calls are marketing oriented vs “help me fix this” type calls? Should Marketing pay for some of the contact center costs if a percentage of the calls are lead conversion related? These are the questions we will be asking ourselves as we see Marketing, Sales and Customer Service converge into commerce.

@drNatalie Petouhoff, VP and Principal Analyst, Constellation Research, Covering Customer Facing Applications.

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Avaya Unveils Customer Engagement Innovations

Customers are More Difficult to Serve Than Ever. Is Your Brand Ready? Avaya, a Contact Center Infrastructure for 15 consecutive years unveiled customer engagement innovations that meet customer expectations where the rules of the game have changed:
  • 90% of people move between different devices[i]
  • 52% of customers are less likely to engage with a company because of a bad mobile experience[ii]
  • 89% of companies will compete primarily based on customer experience – up significantly from the previous two years[iii]
What’s the Big Announcement? At the conference, Enterprise Connect, Avaya spoke at the key innovations that redefine the customer experience battleground and keep companies ahead of the curve, based on technology that supports more than 5 million agents globally. The Avaya Customer Engagement solutions –which can be implemented through a fully hosted or hybrid cloud model to help ease the transition between existing and new technologies for digital business, deliver:
  • A flexible, robust foundation provided by Avaya Aura® and Elite contact center solutions, which continues to lead the industry now as a 100% virtualized, 100% software-based platform that eliminates the need for hardware-based media gateways to perform important call center functions.
  • Software-defined customer engagement that makes it possible to communication-enable sales and service workflows and processes through Avaya Breeze which can significantly enhance the customers’ experience.
  • A full stack, turnkey solution in Avaya Pod Fx (formerly Collaboration Pod), providing  everything needed to run an advanced virtualized contact center (applications compute, storage, networking & management) all racked, stacked, cabled and configured to remove complexity and streamline operations.
  • Maximum evolution flexibility through the new Avaya Secure Delivery offer which provides hosted private cloud communications for security conscious organizations (US).
A Notes from the Executives: Gary Barnett, SVP and GM, Avaya Engagement Solutions, said:  “The competitive battleground has shifted, requiring a new type of solution and means to respond to digital customer behavior. Customer expectations today will not wait for old contact center technology to get its act together. Speed is the new currency for business transformation – businesses need to understand, predict and respond to customer needs in less time than it takes for a spark to burnout. Avaya is the only company that can rapidly elevate the customer end game without the disruption typical of massive technical change.”
What Are the benefits of Avaya’s Approach?
  • Customer defined experiences for all channels and devices – traditional voice, web & mobile chat, social, email, WebRTC-enabled, one-click mobile video and calling from any device, guided co-browsing and advanced customer service applications that simply snap-in without massive technical support.
  • 360 degree customer context that makes it easy to map customer journeys across automated and assisted service channels.
  • Minimized effort on behalf of the customer or business to obtain or deliver optimal service by combining analytics and automation.
  • The ability to easily design workflows to create smart customer journeys that easily tap into enterprise CRM systems and bring other data into a single business process.
  • Unparalleled flexibility and scale for today’s multi-modal environments that allow companies to easily adjust to changing demands.
  • Simplified transition to new technology and refocus on core business advancing projects by leveraging a more secure, hosted cloud based delivery.
  •  Customer choice of deployment options, including public, private or hybrid cloud, premises-based and managed services to match business policies and objectives.

What’s Your CEO Going to Do About Customer Service? Is your company ready for the next generation of customer experiences? Customers are more fickle than ever. Who can blame them? Customer Service has not been an important aspect of many brands initiatives – at least they didn’t want to put the money behind it… so it did not met customers expectations. With customer expectations rising even fast in this always-on world, companies need their CEOs to get the message and support customer service.

Does your CEO get customer service yet?

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research

Covering Customer-facing Applications That Drive Better Business Results
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Enterprise Connect 2016: Genesys Showcases Next Generation Omnichannel Customer Experience at Enterprise Connect

Enterprise Connect 2016 is a  leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event.
Genesys and Microsoft Working Together:  The event will feature Genesys leaders in key industry discussions on topics that include contact center technology trends and managing customer journeys, as well as how Genesys and Microsoft are working together to enable collaboration between contact center agents and employees across the enterprise. Attendees can visit booth #609 to learn more about omnichannel customer engagement, take the Omnichannel Challenge and tour the possibilities of the Genesys Omnichannel Engagement Center solution with live product demonstrations.

A Note from the Executives: 
Scott Kolman, Vice President of Portfolio Marketing at Genesys said, “As the digital transformation revolution continues, many companies are searching for how to best modernize and enhance their contact center and customer experience. At Enterprise Connect, Genesys will show why omnichannel will be the standard in customer experience excellence and how companies can move toward an Omnichannel Engagement Center solution.”

If You Want to Hear from Them, Here’s the Schedule:
Genesys CX experts will share insights. Genesys leaders will participate in the following Enterprise Connect panel sessions and a joint presentation at the Microsoft booth to share insights and best practices on managing omnichannel customer journeys, cloud contact centers and market updates for the enterprise.

Monday, March 7 :  9:00am – 10:45am Eastern Time  Location: Sun B —Contact Center Market Update & Executive Forum and the participants are:

  • Scott Kolman, Genesys
  • Sheila McGee-Smith, McGee-Smith Analytics
  • Paul Weber, Interactive Intelligence
  • Chris Botting, Cisco
  • Paul Jarman, inContact
  • Karen Hardy, Avaya

Tuesday, March 8 : 1:15pm ET Location: Microsoft booth #162 Genesys and MicrosoftDelivering a Best-in-Class Omnichannel Customer Experience and the speakers are:

  • James Skay, Microsoft
  • Kay Phelps, Genesys

Wednesday, March 9 : 8:00am – 8:45am ET o Location: Osceola B Managing the Customer Journey and the participants are:

  • Chris Connolly, Genesys
  • Brandon Knight, Corvisa
  • Sheila McGeeSmith, McGee-Smith Analytics
  • Laura Bassett, Avaya
  • Barry O’Sullivan, Altocloud
  • Richard Kenny, Plantronics

Is Your Company Omnichannel Ready? Omnichannel engagement center solutions allow companies to more effectively manage workloads, empower their agents, and gain valuable insights that help drive business objectives—including new customer acquisition, product sales, and customer support. For companies, this move forward will provide the immediate benefits of higher customer loyalty, increased revenue, and better business outcomes, while paving the path for continued success.

The time is now to make sure you can serve your customers. Or they will be somebody else’s customer soon enough. It’s now or never.

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research, Covering Customer-facing Applications That Drive Better Business Results

 

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Innovations in Performance Management: Verint’s Workforce Optimization

Why is this announcement so important? Verint® Systems Inc.  announced substantial enhancements to its Verint Workforce Optimization software designed to help contact center, back-office and branch operations better manage the performance of employees and operations.Armed with a brand new user experience and analytics, this latest release includes innovations in performance management to help organizations gain even greater insight into how employees are performing, how well goals are being met and how to better engage and take action on these insights.

This technology release comes at a time when market adoption for performance management software is projected to rise, according to research conducted by Saddletree Research. In a recent survey 22 percent of respondents identified performance management as the “most likely” solutions to be replaced in 2016.  

Why Is It Important to Balance Cost, Quality and Customer Service? Managing performance and productivity in a typical enterprise is no easy task, given disparate systems, complex processes and the differences in performance metrics between roles and functions. Performance management is a practice and culture that applies to individuals, teams and departments. It requires organizational buy-in, transparency, regular measurement and a focus on business-oriented goals. To help companies master these dynamics, Verint Performance Management features a unified set of dashboards, scorecards, coaching, e-learning and gamification capabilities that enable a closed-loop cycle and advanced approach to performance management.

What Does This Latest Release Feature? This latest release features a new state-of-the-art user interface that supports advanced visualization, data exploration, and analysis of employee and company-wide performance, providing critical executive insights that support time-sensitive decision making and actions. The enhancements also enable managers to work more effectively with the addition of new flexible scorecard widgets and dashboards. Likewise, employees benefit from a more intuitive performance scorecard and greater visibility into their individual metrics and achievement of goals. 

What Does the Scorecard Include? The solution also features scorecard workspaces that offer performance summaries and overviews, heat mapping, performance comparisons and multiple views of key performance indicators (KPIs). Using these scorecard workspaces, users can visually and automatically identify answers to employee engagement questions, such as: Which employees are meeting and exceeding goals and which areas need improvement? Is the performance of employees consistent across time? Where is performance improving and declining? How do peer comparisons map and trend? And how does the performance of individual employees change over time?

How Can Companies Benefit from Advanced Analytics? In addition, a new improvement opportunities widget has been added to Verint Performance Management, enabling organizations to automatically surface KPIs that represent opportunity and improvement areas based on user-definable criteria and data analysis. With this capability, managers can quickly identify the employees and KPIs that need attention based on their scores or recent trends.

What Does Gamification Have To Do With Performance? Also embedded in this latest release is the ability to leverage Verint Gamification, a solution that applies game mechanics and behavioral science “game thinking” in a business setting. Using gamification, organizations can engage employees, motivate them to improve skills and knowledge and solve problems, as well as enable them to take action and immediate control over their performance. The latest version of Verint Performance Management became generally available in November 2015.

For more information about Verint Workforce Optimization solutions, click here.

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research

Covering Customer-facing Applications In the Cloud That Drive Better Business Results and Awesome Customer Experiences
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