Posts Tagged ‘customer data’

BloomReach Uses Non-Invasive Machine Learning to Track Customers

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John Koetsier of Venture Beat reports, “Some sites are stupid. They don’t know you; they don’t know what you like; and they don’t know what you want. Even if you’re among the tiny six percent of visitors that log in, the site is the site is the site. ‘Unless you put the $4 billion a year that Amazon puts into its technology, you end up with a pretty dumb site,’ Joelle Kaufman, BloomReach’s head of marketing and partnerships, told me yesterday. ‘We use technology to unlock that potential and make every web experience — mobile, tablet, desktop — oriented around the individual and their need at that moment.’” Read more

IDC Reports that 80% of Consumer Data is Wasted

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Beth Schultz of Information Week recently wrote, “If you’ve taken a look at the latest A2 infographic, Listening to the Voice of the Customer, you know of the disconnect between marketing’s desire to become customer-centric and its ability to get there. Heck, even if you’re not in marketing, you can well imagine the challenge. Marketing has to be in charge of the customer’s digital experience, yet digital life is changing at a rapid pace. While the customer voice grows ever stronger, it’s coming from many directions and in many forms. Marketing’s view remains largely channelized, and rather myopic as a result.” Read more

Medallia Expands Offering for Business-to-Business Companies With 360-Degree Account Management Reporting

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PALO ALTO, California, November 12, 2013 — Medallia® the global leader in SaaS Customer Experience Management (CEM) solutions, today announced a new release of its Business-to-Business (B2B) offering. The release is designed to increase key stakeholders’ visibility into account feedback across B2B organizations so they can improve the customer experience.

 

[Learn about text and sentiment analytics at Medallia.] Read more

Data Integration is Key for Improving Customer Experience

One of the more prominent application areas for semantic technology, particularly in the ever-evolving world of Big Data, is data integration. Randy Heffner of Computer World UK recently published an article that discusses how effective data integration improves digital customer experiences and the role semantic analysis plays in that process. The article states, “Today, continual experience optimisation is… difficult because of: (1) Multiple interaction channels. You must collect, correlate, and analyze data in a coherent way across multiple channels of customer interaction. A single customer interaction may cross between channels or even use more than one channel at the same time. (2) Many back end servers. You must integrate data from multiple back end servers including recommendation engines, commerce, mobile application servers, digital asset management, community, collaboration, messaging, and more. (3) The need for rapid change. You must quickly change any or all of your digital experiences and back end services based on what you’ve learned. (4) The need for contextual experiences. You must use each individual customer’s context to dynamically adjust experiences in real-time.” Read more

EchoStar Debuts Dynamic-Intelligence-Powered Self-Care Platform

Today, technology users are faced with an unrelenting proliferation of smart phones, computers and tablets in their homes. The Symbi software-as-a-service product suite enables True Tier Zero™ problem resolution, service provisioning and live customer/agent interactions for today’s technology-dense households.

This evolutionary solution leverages EchoStar’s patented Semantic Knowledge Management System™ (SKMS), a dynamic intelligence engine that delivers guided content that is filtered and prioritized based on the end user’s actual technology environment.

Symbi is not just for consumers. Customer service professionals can utilize its intelligent incident management platform. Symbi provides a one-point solution where agents can manage each aspect of customer service and technical support.

With Symbi, consumers and call center professionals have a solution that:

  • Proactively speeds diagnosis and resolution of common set-up, service delivery and technical support incidents
  • Continuously monitors Internet connectivity and offers guided content to assist with device set-up, usage and performance maintenance
  • Provides service center call deflection and helps to reduce truck rolls

Providers utilizing Symbi will be able to deliver superior customer service extending the consumer lifecycle while achieving operational savings. Symbi also enables service – provisioning and creates new revenue channels through an on-board ecommerce portal.

Symbi is the latest innovation from EchoStar, known globally for its award-winning consumer products and services. These include the popular Hopper® whole-home DVR; the Slingbox® content place-shifting device and HughesNet®, the leading high-speed satellite-delivered Internet service in North America.

About EchoStar

EchoStar Corporation (NASDAQ: SATS) is a premier global provider of satellite operations and video delivery solutions. EchoStar’s wholly-owned subsidiary, Hughes, is the world’s leading provider of satellite broadband services, delivering network technologies and managed services for enterprise and government customers in more than 100 countries.

EchoStar’s consumer solutions include HughesNet®, North America’s #1 high-speed satellite Internet service, Sling Media’s Slingbox® products, and EchoStar’s line of set-top box products for the free-to-air satellite and terrestrial markets. For more information, please visit www.EchoStar.com.

Release: CallCentreClinic

Image: Courtesy EchoStar

IBM Launches New Customer Experience Practice

Joab Jackson of Network World reports, “IBM has started a new practice to help organizations interact more effectively with their customers through the use of social media and other emerging technologies. ‘Today, businesses have a completely different way of engaging customers,’ said Mahmoud Naghshineh, IBM vice president of services research, noting that social media and mobile technologies have provided organizations new forms of feedback from their customers. ‘There are all these new ways of reaching out to people [but] you need to know when the right time is to engage.’ The IBM Customer Experience Lab will provide clients with access to both IBM researchers and IBM business analysis consultants, who will generate new ways for clients to communicate with customers and employees.” Read more

Taxing Data Mining?

Jacob Albert of Quartz reports, “First, they suggested taxing Google’s personalized ads to boost French advertisers. Then, they tried to tax Google News to finance the French press. Now, the French government is thinking about taxing the collection of personal data by Internet companies, according to a report put out Jan. 18. The main target would be American companies like Google, Facebook, or Amazon, whose data mining efforts generate enormous advertising profits but precious little tax revenue for countries like France.” Read more

Kontera Flips the Model Between Advertising and Content

Joe Mandese of Online Media Daily reports, “In a surprising twist for the advertising industry, the hottest new model being developed by digital ad platforms is flipping the historic model between advertising and content: Instead of editorial or entertainment content being a conduit to distribute advertising, advertising is becoming a means for distributing content. The latest manifestation of this trend comes from Kontera, a company that helped pioneer the field of so-called ‘in-text’ advertising, which today will unveil an ambitious new initiative enabling advertisers to pull any form of content — including ‘owned,’ professionally produced or user-generated — directly into some new, dynamically served advertising units.” Read more

The Future of Sentiment Analysis

Seth Grimes of Information Week recently shared his insights regarding the where sentiment analysis is heading next. He writes, “Whether in conversation or posted online or to our social networks, subjectivity and sentiment add richness to human communications. Captured electronically, customer sentiment–expressions that go beyond facts and that convey mood, opinion, and emotion–carries immense business value. We’re talking about the voice of the customer, and of the prospectpatientvoter, and opinion leader.” Read more

Preventing Travel Review Fraud with Semantics

A recent article reports, “As publishers, consumers and law enforcement get more sophisticated, so will the bad guys. It is doubtful fake reviews can ever be fully eradicated. The problem is that even amateur FROs realize that encouraging positive review posts about an establishment only goes so far… Those electing to go negative on competitors can be problematic.” Read more

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