I find that customer experience management (CEM) means different things to people. Recently I attended a seminar organized by Rapide, a U.K. technology vendor that specializes in helping companies improve their interactions with customers. The seminar included talks from speakers I don’t normally associate with CEM, and they opened up a new perspective that revolves around a concept I first explored while working at Price Waterhouse Consulting: Moments of Truth.
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Topics:
Predictive Analytics,
Social Media,
Customer Analytics,
Customer Data Management,
Customer Experience,
Customer Feedback Management,
Social CRM,
Speech Analytics,
Voice of the Customer,
Rapide,
Operational Performance,
Analytics,
Business Mobility,
Cloud Computing,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Desktop Analytics,
Text Analytics,
Unified Communications,
Workforce Management
In today’s economy, all companies are contending with a dynamic business environment characterized by volatile commodity prices and exchange rates, a shaky global financial system and slow growth in many countries. Many of them rely heavily on desktop spreadsheets to support the data collection and analysis related to their capital-asset planning. However, spreadsheets have inherent limitations that make them the wrong choice.
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Topics:
Big Data,
Planning,
SAP,
Office of Finance,
Planview,
Budgeting,
contingency,
Operational Performance,
Business Performance,
Financial Performance,
IBM,
Oracle,
agile,
capital spending
In a move that may indicate the beginning of a new wave of activity in the business intelligence (BI) market, Oracle has announced its intention to acquire Endeca. Founded in 1999, Endeca originally focused on search capabilities for online commerce. Users selected a product attribute, and the software automatically revised the remaining selection criteria based on products matching the previous selection. We have been covering Endeca as part of the BI and information applications marketing....
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Topics:
Predictive Analytics,
Sales Performance,
Social Media,
Supply Chain Performance,
Operational Performance,
Business Analytics,
Business Intelligence,
Business Performance,
Customer & Contact Center,
Financial Performance,
Information Applications,
Workforce Performance
Attendees at the SuccessFactors Insights conference and those of us on Twitter socializing with the Insights11 hashtag in San Diego this week was designed for Plateau customers who came to the final conference that was scheduled prior to its acquisition by SuccessFactors. The conference provided educational and customer content in an agenda focused on developments in the previous Plateau learning management system (LMS) and new products that SuccessFactors is integrating with it. SuccessFactors...
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Topics:
Sales Performance,
Social Media,
Human Capital Management,
Learning Management System,
Recruiting,
Operational Performance,
Business Analytics,
Business Collaboration,
Business Mobility,
Business Performance,
Cloud Computing,
Financial Performance,
Workforce Performance,
Digital Interviewing,
Hiring,
HRMS,
Talent Management,
Workforce Analytics
A vendor I have been tracking and got to examine at the recent HR Technology Conference has a tool to help businesses improve their talent management that I had profiled this company in my talent management guide for the event. HireVue’s Digital Interview Platform records interviews and enables hiring managers to review candidates’ responses to critical questions.
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Topics:
Sales Performance,
Social Media,
Human Capital Management,
Recruiting,
Operational Performance,
Business Analytics,
Business Collaboration,
Business Mobility,
Business Performance,
Cloud Computing,
Financial Performance,
Workforce Performance,
Digital Interviewing,
Hiring,
HRMS,
Talent Management,
Workforce Analytics
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Topics:
Big Data,
Data Warehousing,
Predictive Analytics,
Sales Performance,
Supply Chain Performance,
Teradata,
Operational Performance,
Business Analytics,
Business Intelligence,
Business Performance,
Customer & Contact Center,
Financial Performance,
Workforce Performance,
Digital Technology
Oracle made several announcements at its recent Open World event demonstrates its strengths in the business computing market but also that it is standing on the shoulders of giants. The company has developed the expertise, processes and market share to scale out the ideas and innovations of others. Don’t get me wrong: That statement is not an indictment. Large organizations often have challenges with innovation. They are not as nimble as their smaller competitors. On the other hand, small...
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Topics:
Big Data,
Sales Performance,
Social Media,
Supply Chain Performance,
Operational Performance,
Business Analytics,
Business Intelligence,
Business Performance,
Cloud Computing,
Customer & Contact Center,
Financial Performance,
NoSQL,
Oracle,
Workforce Performance,
Strata+Hadoop,
Digital Technology
I have spent the last two days at the U.K.’s largest contact center trade show, which this year moved to London Olympia from the NEC in Birmingham. While the overall number of visitors seemed to be down, some exhibitors told me there were more high-level attendees with serious intent to purchase.
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Topics:
Predictive Analytics,
SAP,
Social Media,
Customer Analytics,
Customer Data Management,
Customer Experience,
Customer Feedback Management,
Social CRM,
Speech Analytics,
Voice of the Customer,
Call Copy,
Enghouse interactive,
Enkata,
Genesys,
NewVoicemedia,
Nexidia,
ShoreTel,
Operational Performance,
Analytics,
Business Mobility,
Cloud Computing,
Customer & Contact Center,
Customer Service,
Workforce Performance,
Call Center,
Cisco,
Contact Center,
Contact Center Analytics,
CRM,
Desktop Analytics,
Interactive Intelligence,
Text Analytics,
Unified Communications,
Workforce Management,
and Verint,
cTalk Ltd,
Noble Systems,
Digital Technology
I hadn’t thought about the exact definition of “driver-based planning” until the question came up in the context of our planning benchmark research showing that only 6% of companies with more than 100 employees do driver-based planning. Broadly defined, the term could be applied to the use of any spreadsheet-planning model because these almost always have built-in volume-times-price formulas, which are components of driver-based plans. However, this is not what most people have in mind when...
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Topics:
Big Data,
Performance Management,
Planning,
Sales Performance,
Modeling,
Office of Finance,
Budgeting,
driver-based,
Operational Performance,
Analytics,
Business Analytics,
Business Collaboration,
Business Performance,
Financial Performance,
Workforce Performance,
best pracices,
business value,
cash management,
challenge,
financial planning
My colleague Mark Smith and I have frequently commented on the artificiality of the emerging software category governance, risk and compliance (GRC). To be sure, once stand-alone categories of software (IT governance, audit documentation and industry-specific compliance management, to name three examples) have started what I expect to be a long convergence process. Moreover, since just about all controls and risk management efforts require a secure IT environment to be effective, there is a...
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Topics:
Customer Experience,
Governance,
GRC,
Office of Finance,
enterprise risk management,
ERM,
Operational Performance,
Business Performance,
Financial Performance,
compliance,
Risk,
controls,
IT governance