Dr. Natalie’s Research Agenda and Published Research

If you are wondering what I have been up to lately, I thought I would put all the research I have published  into one place. Here’s a list of Dr. Natalie’s completed and published research and soon to be published content! It ranges from IOT, Analytics, Big Data, Customer Experience, Leadership, Organizational Change Management, Storytelling, Collaboration, Digital Transformation, Social Selling, Social Media, the Cloud, Marketing, Sales, SaaS, IaaS, PaaS, DaaS, AI, Machine Learning, Innovation, Social Networks, Social Media Monitoring, Mobile, Customer Service and Customer Success Management….and a few things in-between…

IOT (The Internet of Things), Innovation, AI, Machine Learning, Analytics and the Cloud

• The Algorithm of You: How IoT Transforms and Differentiates Customer Experience: Using the Internet of Things to Boost Revenue and Deliver a Brand’s Personalized Promise

• Digital Disruption: The Blind Spot That Could Sink Your IoT and CX Initiatives

• The Internet of Things Improves Customer Experience in Retail Supply Chain

• The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming

• Customer Experience IOT in the Automotive Industry-Upcoming


Digital Transformation: Customer Engagement, CRM, Innovation, Customer Experience, Customer Service, The Cloud and Analytics

• ROI Of Customer Service & Customer Experience

• How to Measure Customer Experience: Performance Management Maturity-Upcoming

• Case Study: Elaine Turner® Brand and Oracle Commerce, Marketing and Customer Service-Upcoming

• The Need for Inspiring Leaders to Orchestrate Customer Experience Initiatives-Upcoming

• Experience Management: How to Deliver Integrated Customer Experiences

• How Rackspace Creates the Next-Generation Customer Experience

• The ROI Of Agile Customer Care: Reduce Training and Easy To Add Channels

• Digital Imperatives for Omni-Channel Retail Customer Experiences

• Nine Pillar Of Successful Self-Service for Digital Customer Engagement

• 6 Pillars of e-commerce Customer Engagement

• 9 C’s of Customer Engagement – Delivery and Communication Styles: Channels, Content and Cadence

• 9 C’s of Customer Engagement – People Centric Values: External & Internal Culture, Community, Credibility

• 9 C’s of Customer Engagement – Right Time Drivers: Context, Catalysts, Currency

• How Delta Uses Microsoft Dynamics and Avanade to Create Next-Generation Customer Experiences

• How Microsoft Dynamics CRM Improves Productivity at Trek Bicycle

• Delta Uses Microsoft to Transform Flight Operations and the Customer Experience

• New Belgium Brewing Creates Great Customer Experiences Using Microsoft Dynamics

• Beyond Journey Maps, Delivering Mass Personalization at Scale

• The State of Customer Service and Support Evolves 


Social Media, Customer Service, CRM, Analytics, Innovation and the Cloud

• How General Motors Using Social Media To Listen To Customers and Sell Cars and Deliver Service

• The ROI of Online Communities: Online Communities Provide Value Beyond Call Deflection

• Why Top Marketers Create Branded Social Networks for Customer Engagement

• The State of Customer Service and Support Evolves 

• ROI of Social Customer Service- Upcoming

• The Customer Service Playbook for Integration of Traditional, Digital, Social and Mobile Customer Service Strategies and Technologies-Upcoming

• Mobile Customer Service-Upcoming


Digital Marketing, Analytics, Innovation and the Cloud

• Should the Chief Marketing Officer Oversee the Whole Customer Experience?

• Data-Driven Marketing Campaign Optimization

• VentureBeat: Should the CMO Run the Whole Customer Experience?

• Executive Brief: Can Brands Keep Their Promise?

• Oracle Moves Its Focus from the CIO to the CMO

• How to Staff the Team for Effective Content Marketing

• The State of Marketing 

• Marketing Funnels Are Dead, What’s Next?


Digital and Social Sales; Commerce, Innovation, Analytics and the Cloud

• How Sales Leaders and Sales Reps Can Create a Social Selling Organization: Convert Average Sales Teams into Top Performers Using Social Networks

• Five Approaches to Drive Customer Loyalty in a Digital World

• The Modern Sales Experience

• Continuity of Customer Experiences Drives the Future of Commerce


Customer Success Management, Analytics, Innovation and the Cloud

• The State of Customer Success Management

• Gainsight: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

• ServiceSource: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

• Bluenose: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

• Totango: Customer Success Management for a Post-Sale, On-Demand, Attention Economy


If you are interested in learning about any of these reports or research, a speech or webinar on any of these or related topics, please reach out to me here!

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research

Covering Innovative, Customer-Facing Applications that Create Great Customer Experiences








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

Microsoft and Salesforce Strengthen Strategic Partnership at Dreamforce 2015

Sometimes it does take a village. Yesterday’s product development would have been a bunch of developers, with lot’s of diet coke, cheese burgers and very late days and nights programming like crazy. But today, product development has changed. How? More and more companies are collaborating. Why? It does take a village to create internal collaboration employee experiences and external-facing customer experiences that even begin to meet what people want.

And that’s what is significant about today’s announcement about Microsoft Corp. and Salesforce’s plans to extend their strategic partnership to connect the Salesforce Customer Success Platform to Microsoft Office productivity apps and services. The two leaders plan to deliver new solutions that integrate Salesforce with Skype for Business, OneNote, Delve and Windows 10 to empower companies to connect with their customers and collaborate more effectively.

What possibilities does the collaboration bring to the table? Microsoft and Salesforce have committed to working together to bring the following solutions to life:

  • Skype for Business Integration with Salesforce Lightning Experience: Salesforce will integrate Skype for Business (formerly known as Lync) into its new Lightning Experience, a modern and re-imagined Salesforce that combines an intelligent new user experience with proven best practices that enable people to work faster and smarter. Office 365 customers will be able to use Skype for Business to create Web meetings, determine if colleagues are online or not, click to chat and make voice and video calls from the Salesforce Lightning Experience. A preview is anticipated in the second half of 2016.

  • OneNote Integration with Salesforce Lightning Experience: Users will be able to associate notes with Salesforce records, and view and edit notes directly in OneNote from the Salesforce Lightning Experience. A preview is anticipated in the second half of 2016.
  • Salesforce Integration with Office Graph and Office Delve: Enabled by the Office Graph, an open ecosystem for sharing, collaboration and discovery, Office 365 users will be able to view and discover Salesforce content in Office Delve, such as sales opportunities, customer accounts and service cases. Availability is anticipated in the second half of 2016.
  • Salesforce1 Mobile App for Windows 10: Salesforce will deliver a Windows 10 app to empower sales teams to move deals forward while on the go, using their favorite Windows device. Availability is anticipated in the second half of 2016.  

What are some of the comments on this collaboration? 

  • “Customer success is at the heart of everything we do at Salesforce, including our partnership with Microsoft,” said Marc Benioff, Chairman and CEO, Salesforce. “Our collaboration has been so successful, now we’re doubling down and delivering even more innovation that will help our mutual customers be more productive and connect with their customers in a whole new way.”

  • “Furthering our mission to empower every person and organization on the planet to achieve more, is the motivating force behind our partnership with Salesforce,” said Satya Nadella, CEO, Microsoft Corp. “As a platform and productivity company, we are focused on bringing together the best of Microsoft Azure, Office and Windows with partners like Salesforce to empower our mutual customers to network, collaborate, communicate and discover information in more effective ways.”
  • “As a global company with more than 400 brands, we are always looking for ways to strengthen collaboration across departments and take the complexity out of work,” said Paulo De Sa, VP Employee Services Technology, Unilever. “Together, Salesforce and Microsoft Office are helping us create an integrated digital workplace where our 170,000+ employees around the world can be more productive and connect with each other and with customers like never before.”

The Two Companies Are Building on a Foundation of Success
These new integrations will build on existing joint solutions that enable mutual customers to be more productive than ever before, including:

  • Salesforce Files Connect integration with SharePoint and OneDrive for Business

  • Salesforce Wave Connector for Excel

  • Salesforce integration with Power Query for Excel

  • Salesforce Mobile SDK for Windows

  • Salesforce1 for Windows 8.1 Phone Preview

  • Power BI for Office 365 integration with Salesforce.

My POV: I am very happy to see collaboration at this level. For two reasons. One is reducing attrition. Millennials have expectations of work that the Baby Boomers didn’t. At least up until now. Now even Baby Boomers want more from their workplace. And the second reason is because customers want an experience that is going to keep them from defecting. Instead of trying to dominate the marketplace, these two companies see the wisdom in the collaboration. Never before does 1 + 1 = 6. Did I add that wrong? Nope. What I mean by that is, in the name of collaboration, the value is exponential to all those involved.

To Learn more about the partnership visit: http://www.salesforce.com/microsoft

@DrNatalie, VP and Principal Analyst, Constellation Research


IMCI Multi-Channel Customer Support Collaborating with Marketing

Companies can’t sell to customers who are mad. But what’s happening in social media is that customers are complaining in social channels- often times because the public nature of the channel forces the company to quickly act to get things tidy up. There’s nothing worse than when you’ve just spent months working on a great marketing campaign and launched it only to find that customers are posting #fail in the middle of it.

This webinar looks at how to handle Multi-channel Customer Support where not only is Customer Service participating with customers via software, but also so are other departments, like Marketing. And while Marketing may have some software that allows them to monitoring and interact with the customer – without it being connected to Customer Service – an issue that isn’t resolved can turn into a PR nightmare.

The idea of the old marketing funnel is dead. Customers can be enticed or pushed away at any part in the customer lifecycle. The key is how to empower your company various functional departments with the ability to not only see but also interact with customers in a collaborative fashion across all functional departments with software that allows them to see the customer, the interactions with all departments and across all channels, both traditional and social channels. This webinar which was done in collaboration with ICMI.com and InContact looks at how software can enable the ability to to scale multi-channel social and traditional customer interactions.

Here’s the link to the webinar- just click on the graphic below….

Integrating Marketing and Customer Service Customer Interactions




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Guest Blog Post: Michele McConomy on Social Innovation & UCLA Social Business Course

Infographic on how Social Media are being used...

Infographic on how Social Media are being used, and how everything is changed by them. (Photo credit: Wikipedia)

I am very excited about Spigit coming to present. In part because of the two amazing women, Michele McConomy and Janice Ragar who will be attending and presenting. Educating people about social media / social business is new — especially at the university level. And I really appreciate every single one of my guest speakers and their willingness to take time out of their schedule to participate and contribute!

I also am excited about their content – they will showcase two cases studies on how social innovation has changed how Citibank‘s employees are working together to make a better company and how JCPenny’s has innovated change by participating with their customers. So we’ll get a look at not only external social collaboration and innovation, but also internal social collaboration!

Part of the course is about theory and strategy, but the other part is when students are wondering, “When I go back to work, how to I take the theory and the strategy and make it work in my own organization? What software do I need to make it scalable and affordable?” That’s why companies like Spigit have been invited to participate. I want students to walk away with actionable insights and wisdom. Thanks to Janice Ragar and Michele McConomy -the students are going to get a real treat. Here’s some videos from Spigit, if you want to get a sneak peak of the types of things the company does!

It’s my honor to have a guest blog post by Michele:

The promise of so much to so many in so short a time is essentially what social media has given to the world.  And this promise offers so much. By enabling us to think differently about how we approach not only conversations and connections, we have also been able to think differently about how we innovate. Being able to harness the ability to engage crowds to share ideas and perspective in a dynamic, collaborative environment is a real opportunity.  But how do you leverage social media to innovate?  Through the use of social media tools and platforms, the opportunity is to reach everyone, include everybody, and fundamentally convert these real conversations and dialogues into value for the organization.  Using social innovation technologies like the Spigit platform, organizations have been able to transform social dialogue and conversations into actionable ideas.

Innovation is constantly highlighted as a fundamental priority to every organization’s business, but the question still remains on how to do it and on how to do it right.  Many books have been written and processes born, but no matter how many books you read or processes you implement, there is no one-size-fits-all innovation prescription.  Creating opportunities through social media to generate conversations and to also derive value through idea generation is a real opportunity that is still in its infancy.   It is about generating engagement and value through social media to connect communities of employees, customers, and partners to drive innovation and increase productivity, while turning data and discussions into actionable intelligence. Companies are just starting to realize the true value in developing a social innovation capability within the organization, and now is the time to create that competitive advantage.

Social innovation, through the use of social media and social technologies, is really about creating a 21st century organization that engages crowds, drives value, and defines the brand through innovation.  Leveraging the power of Web 2.0 and enterprise social networking technology, the Spigit platform creates opportunities for people to share and collaborate on real issues and opportunities to participate in the process of innovation.  Being able to generate ideas that lead to new products and services is just one of the many benefits organizations experience when enabling social innovation inside and outside the enterprise.  Creating a program to enable the social innovation experience in the enterprise is where your competitive advantage starts. But where should you focus your efforts?  Here are 10 suggestions to get you started on your social innovation journey…

  1. Engage Everyone
  2. Create Options and Opportunities
  3. Recognize Uniquely Talented Individuals
  4. Create Perspective
  5. Make It a Fun Experience
  6. Know Where Your Best Ideas Come From
  7. Flatten Hierarchy
  8. Focus on Value-Driven Collaboration
  9. Make Everyone Feel Like a Superhero
  10. Take Action on Ideas

As you can see, it is about engagement and value.  Creating engagement is about enabling a holistic and exciting experience, not another task or check-the-box item.  Generating value is proving that through engagement, we have the ability to glean insights and ideas that will take the company further.  With the Spigit platform, we’ve been able to create an experience that not only is engaging for the person that’s participating, but also insightful for the organization. It is what we call the 360° experience. This 360° experience is about looking at all ways a person engages.  Understanding behaviors and motivators is the most important element in creating a truly engaging and valuable social experience. It also helps to accelerate and evolve the process of innovation within the enterprise.

Social media and social enterprise technologies have created a new way of approaching innovation. It’s not about implementing an overnight process, but it is about enabling organizations to fundamentally change the way they work over time to inspire creativity, to encourage participation and involvement, and to enable processes that will help to nurture and develop ideas from inception through to implementation.  Social media has created the opportunity to leverage the power of people in ways that accelerate, develop, and push conversations to actionable ideas.  Creating those new and exciting experiences to engage people is important to driving a social innovation program.   The real question is, how will you harness the power of your social media programs to create valuable opportunities for your company?


Come join other luminaries at www.bjsbrewhouse.com April 27th after the first day of classes at the @UCLAEXTENSION course 

Thanks to @spigit @michelemcconomy @jrag2009 for sponsoring it!!

939 Broxton Avenue
Phone: 310.209.7475
Learn. Share. Grow.

Information about @DrNatalie:
Ebook: Social Media ROI Myths and Truths
YouTube Videos: On ROI of Social Media
White Papers: Social Media ROI
New Book on Facebook: Like My Stuff – How to Monetize Your Facebook Fans With Social Commerce & A Facebook Store

Let’s Connect here:
LinkedIn: DrNataliePetouhoff
website/blog: www.drnatalienews.com/blog
G+ : Google Plus posts

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