In our definition, information management encompasses the acquisition, organization, dissemination and use of information by organizations to create and enhance business value. Effective information management ensures optimal access, relevance, timeliness, quality and security of this data with the aim to improve organizational performance. This goal is not easily met, especially as organizations acquire ever more data at an ever faster pace. In our business analytics benchmark research of more...
Read More
Topics:
Data Quality,
Master Data Management,
Social Media,
IT Performance,
Business Analytics,
Business Intelligence,
Cloud Computing,
Complex Event Processing,
Data Governance,
Data Integration,
Information Applications,
Information Life Cycle Management,
Information Management,
Operational Intelligence
For most people involved with business intelligence (BI), these are exciting times. Using BI to improve business processes continues to motivate organizations to invest in BI. The focus on BI also empowers business analytics and can be rented in the cloud computing model of accessing software. New technologies are adding dimensions to BI and creating both excitement and confusion for enterprises implementing them. We offer a variety of accomplished research that can help organizations overcome...
Read More
Topics:
Mobile Business Intelligence,
Predictive Analytics,
Sales Performance,
Social Media,
Supply Chain Performance,
Operational Performance,
Business Analytics,
Business Intelligence,
Business Performance,
Collaboration,
Customer & Contact Center,
Financial Performance,
Information Management,
Operational Intelligence,
Workforce Performance
Financial analysts typically classify real estate as a fixed cost. Strictly speaking, that’s correct, but looking at it this way leads many organizations to overlook and miss opportunities to more carefully manage their real estate and other occupancy expenses. In industries where occupancy or ownership costs account for more than 20 percent of total business expense, taking a more active approach to managing real estate and occupancy can improve a company’s profitability. But in most cases...
Read More
Topics:
Performance Management,
Customer Experience,
Office of Finance,
Operational Performance,
Business Analytics,
Business Performance,
Financial Performance,
CFO,
Financial Performance Management
Like many other observers with a business perspective, I have been skeptical of unified communications, but a day I spent at the recent Unified Communications Expo 2012 went a long way to convincing me that unified communications has entered the mainstream. At this point I think organizations should consider it as a viable option to improve the efficiency of their communications systems, the ability to collaborate internally and with customers, and the effectiveness of their multimedia contact...
Read More
Topics:
Microsoft,
Predictive Analytics,
Social Media,
Customer Analytics,
Customer Data Management,
Customer Experience,
Customer Feedback Management,
Social CRM,
Speech Analytics,
Voice of the Customer,
Dell,
NEC,
Operational Performance,
Analytics,
Business Mobility,
Cloud Computing,
Customer & Contact Center,
Customer Service,
IBM,
Workforce Performance,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Desktop Analytics,
Text Analytics,
Unified Communications,
Workforce Management,
Nokia,
Vocalcom and Zeacom
My colleague Mark Smith and I recently attended data integration vendor Informatica’s annual industry analyst event. The company offered some impressive numbers regarding growth and profitability over the years, with 30 consecutive quarters of growth even during the recent recession. Through acquisition and its own research and development activities Informatica now has a broad portfolio of products. It includes data integration and supporting migration, replication and synchronization needs,...
Read More
Topics:
Big Data,
Sales Performance,
Social Media,
Supply Chain Performance,
Operational Performance,
Business Analytics,
Business Intelligence,
Business Performance,
Cloud Computing,
Customer & Contact Center,
Data Integration,
Financial Performance,
Informatica,
Information Management,
Workforce Performance
Businesses have long struggled to build ongoing, profitable relationships with their customers. Our new benchmark research into customer relationship maturity shows that this is not getting easier.
Read More
Topics:
Predictive Analytics,
Social Media,
Customer Analytics,
Customer Data Management,
Customer Experience,
Customer Feedback Management,
Social CRM,
Speech Analytics,
Voice of the Customer,
Operational Performance,
Analytics,
Business Mobility,
Cloud Computing,
Customer & Contact Center,
Customer Service,
Workforce Performance,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Desktop Analytics,
Text Analytics,
Unified Communications,
Workforce Management
I attended the Ceridian analyst summit (Twitter #CENAday) in Boston to see how the company is expanding its business in HR-related software and services into human capital management (HCM). Ceridian derives $1.5 billion in revenue from more than 130,000 customers with 25 million employees at organizations ranging from small and midsize business to two-thirds of the Fortune 500. CEO Stuart Harvey has been expanding the company’s management team, with key additions in heads of marketing and...
Read More
Topics:
Human Capital Management,
LMS,
Performance,
Recruiting,
Research,
Operational Performance,
Business Analytics,
Business Collaboration,
Business Mobility,
Business Performance,
Cloud Computing,
Financial Performance,
Mobility,
Workforce Performance,
Ceridian,
Compensation,
dayforce,
HR,
HRMS,
Talent Management,
Workforce Analytics
My namesake Jon Snow is chairman of the Directors Club (GB & NI), an association for professionals who focus on dealing with customers.Recently he organized the first of a series of customer engagement days designed to bring together senior representatives of U.K. companies to listen to a few presentations about hot issues in engaging with customers and more importantly to share experiences and concerns about key customer engagement issues in roundtable discussions, such as “the rise of the...
Read More
Topics:
Predictive Analytics,
Social Media,
Customer Analytics,
Customer Data Management,
Customer Experience,
Customer Feedback Management,
Social CRM,
Speech Analytics,
Voice of the Customer,
Operational Performance,
Analytics,
Business Mobility,
Cloud Computing,
Customer & Contact Center,
Customer Service,
Workforce Performance,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Desktop Analytics,
Text Analytics,
Unified Communications,
Workforce Management
Utilizing the talents of everyone in the workforce is a critical priority for businesses. Savvy executives understand and are anxious to avoid the cost and time incurred in replacing trained, experienced employees and the downturn in productivity while jobs are unfilled. Our benchmark research into recruiting found that more than half of organizations now use metrics of cost and time-to-hire, which indicates the maturing of human resources organizations in response to this challenge.
Read More
Topics:
Human Capital Management,
LMS,
Performance,
Recruiting,
Research,
Operational Performance,
Business Analytics,
Business Collaboration,
Business Mobility,
Business Performance,
Cloud Computing,
Financial Performance,
Mobility,
Workforce Performance,
Compensation,
HR,
HRMS,
Talent Management,
Workforce Analytics
Cicero provides what I call a smart desktop product. The software allows users to hide multiple applications behind an easy-to-use interface and build rules to complete tasks more efficiently and effectively, for example, specifying what field to complete next or the next question to ask a caller. It enhances customer experience management by enabling users to focus on the customers rather than on how to access the various systems, data and information needed to resolve interactions.
Read More
Topics:
Predictive Analytics,
Social Media,
Customer Analytics,
Customer Experience,
Voice of the Customer,
Cicero,
Operational Performance,
Analytics,
Business Mobility,
Cloud Computing,
Customer & Contact Center,
Customer Service,
Workforce Performance,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Desktop Analytics