Clarabridge is a well-known text analytics vendor that markets its products under the banner of customer experience management. As I wrote last year, its products allow organizations to take a closed-loop approach by capturing all forms of text data, analyzing it, categorizing it, understanding root causes of customer issues and raising alerts so that action including collaboration can be taken based on these insights. Such a process is supportive of customer experience management, but for me...
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Topics:
Social Media,
Customer Analytics,
Customer Experience,
Speech Analytics,
Clarabridge,
Mobile Apps,
Collaboration,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Text Analytics,
Unified Communications
Data is a commodity in business. To become useful information, data must be put into a specific business context. Without information, today’s businesses can’t function. Without the right information, available to the right people at the right time, an organization cannot make the right decisions nor take the right actions, nor compete effectively and prosper. Information must be crafted and made available to employees, customers, suppliers, partners and consumers in the forms they want it at...
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Topics:
Big Data,
Analytics,
Business Analytics,
Cloud Computing,
In-Memory Computing,
Information Applications,
Information Management,
Information Optimization,
Strata+Hadoop,
Digital Technology
Like me, you have no doubt spotted the propensity for software vendors and consultants to call anything new “2.0”; for example, we have ERP 2.0 and CRM 2.0. Just recently during a joint Aspect and Microsoft presentation, the companies went one step further and introduced the concept of the 2.0 customer meeting the 2.0 company. My first reaction was one of horror, but as I thought about it, it became clear that customers have changed and so companies need to change to keep up – welcome to the...
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Topics:
Social Media,
Customer Analytics,
Customer Experience,
Customer Feedback Management,
Social CRM,
Speech Analytics,
Voice of the Customer,
Mobile Apps,
Self-service,
Analytics,
Business Analytics,
Business Collaboration,
Cloud Computing,
Collaboration,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Desktop Analytics,
Text Analytics,
Unified Communications,
Vendor(s),
Workforce Force Optimization
Ventana Research recently completed an in-depth benchmark research project on long-range planning. As part of the research we had discussions with CFOs and those involved in financial planning and analysis about their company’s strategic and long-range planning processes, which pointed to the need for clarity in using the terms “strategic planning” and “long-range planning.”
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Topics:
Big Data,
Performance Management,
Planning,
Sales Performance,
Supply Chain Performance,
Office of Finance,
Reporting,
Operational Performance,
Business Performance,
Customer & Contact Center,
Financial Performance,
Workforce Performance,
CFO,
CEO,
Financial Performance Management,
FPM
Platfora has gained a lot of buzz in the Big Data analytics market primarily through word of mouth. Late last year the company took the covers off of some impressive and potentially disruptive technology that takes aim at the broad BI and business analytics ecosystem, including the very foundation on which the industry is built. It recently demonstrated its software at the Strata Conference where the audience that is fixated on big data was in attendance.
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Topics:
Big Data,
Business Analytics,
Business Intelligence,
Business Performance,
Customer & Contact Center,
Financial Performance,
Information Applications,
Platfora,
Strata+Hadoop
I recently attended the Unified Communication Expo exhibition and conference in London to find out how much communications has been changing. As I entered the exhibition center the first thing I noticed was the huge variety of vendors on show, everything from major brands in the telecommunications industry (Aspect, AT&T, BT, Cisco, Mitel, Nokia and Siemens Enterprise Communications) to some major brands perhaps not so associated with telecommunications (Dell, Citrix, Google and Microsoft), to...
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Topics:
Social Media,
Customer Analytics,
Customer Experience,
Customer Feedback Management,
Social CRM,
Speech Analytics,
Voice of the Customer,
Mobile Apps,
Self-service,
Analytics,
Business Collaboration,
Cloud Computing,
Collaboration,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Desktop Analytics,
Text Analytics,
Unified Communications,
Vendor(s),
Workforce Force Optimization
I was discussing the United States Securities and Exchange Commission’s (SEC) eXtensible Business Reporting Language (XBRL) mandate with a former head of investor relations at a Fortune 100 company. His take on it is much the same as that of everyone else involved with corporate reporting: it doesn’t produce much value and costs a bundle to comply. I related to him my thoughts on the lack of progress I saw in making the XBRL mandate more useful to corporations and investors alike. Making XBRL...
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Topics:
Office of Finance,
Reporting,
extended close,
US-GAAP,
XBRL,
Analytics,
Business Performance,
Financial Performance,
CFO,
compliance,
financial reporting,
FPM,
SEC,
Digital Technology
The big-data landscape just got a little more interesting with the release of EMC’s Pivotal HD distribution of Hadoop. Pivotal HD takes Apache Hadoop and extends it with a data loader and command center capabilities to configure, deploy, monitor and manage Hadoop. Pivotal HD, from EMC’s Pivotal Labs division, integrates with Greenplum Database, a massively parallel processing (MPP) database from EMC’s Greenplum division, and uses HDFS as the storage technology. The combination should help sites...
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Topics:
EMC,
MapR,
HAWQ,
HDFS,
Pivotal HD,
Business Analytics,
Business Intelligence,
Cloud Computing,
Cloudera,
Hortonworks,
Information Applications,
Information Management,
Location Intelligence,
Cirro,
Hive,
Tableau Software,
Strata+Hadoop
Human capital analytics used to be simple. It focused on compliance reporting, showed basic information and was an afterthought in most applications. Today analytics is the centerpiece of many human capital management applications and involves many sophisticated tools, because it delivers the some of the greatest value of any process in all HCM. Our next-generation workforce management benchmark research found that 61 percent of companies surveyed are planning to invest in improving their...
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Topics:
HCM,
OrcaEyes,
Analytics,
Business Analytics,
Cloud Computing,
Information Applications,
Workforce Performance,
Talent Management,
Workforce Planning
SiSense gained a lot of traction last week at the Strata conference in San Jose as it broke records in the so-called 10x10x10 Challenge – analyzing 10 terabytes of data in 10 seconds on a $10,000 commodity machine – and earned the company’s Prism product the Audience Choice Award. The Israel-based company, founded in 2005, has venture capital backing and is currently running at a profit with customers in more than 50 countries and marquee customers such as Target and Merck. Prism, its primary...
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Topics:
Big Data,
Sales Performance,
Tableau,
elasticube,
Operational Performance,
Analytics,
Business Intelligence,
Business Performance,
Customer & Contact Center,
Information Applications,
Information Management,
Qlik