Archive for the ‘information optimized’ Category
Monday, March 26th, 2012
According to a 2011 Temkin report, “Only 3% of companies have reached the highest level of customer experience maturity, which Temkin calls a Customer-Centric Organization.” Despite this, many CEO’s across the globe are claiming that there companies are indeed customer-centric. This reminds me of the warning posted on my rearview mirror: “Objects in the Rear View Mirror May Appear Closer than They Are.” Perhaps as CEO’s we’re looking at the wrong metrics and the blind spot that’s apparent to our customers, eludes us.
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Tags: C-Suite, CEO, company metrics, company vision, customer data, customer experience, Customer Facing Professionals (CFPs), customer-centric culture, data repositories, information insight, Peppers and Rodgers, Temkin report
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Thursday, March 15th, 2012
In my last blog, I made some assertions about why it’s often difficult to get the business to understand and embrace technology solutions like those offered by Vivisimo—even though the business value delivered by those solutions can be considerable. That’s because the business rarely knows what it wants or needs when it comes to technology. IT doesn’t always do the best job of selling the value of technology internally and SaaS is enabling the business to more easily make its own bad technology decisions.
In this blog, I’d like to make some suggestions about how IT can facilitate good technology decisions by the business—so the business, IT and awesome technology vendors like Vivisimo can all come out winners.
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Tags: agile development, business value, CMO, Information Technology (IT), innovation, IT solutions, pilot, ROI, SaaS, technology adoption
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Thursday, March 8th, 2012
Vivisimo offers technology solutions that are of exceptional value to the business. Unfortunately, only IT people tend to read the blogs of technology companies like ours.
This doesn’t mean it’s unfortunate that you’re reading this blog right now if you’re an IT person. On the contrary, we very much appreciate the time you take to keep up with what we’re doing and what’s going on in the industry generally. But our solutions only have business value insofar as they deliver value to the business. So, like all technology companies, we have a problem: How do we get the business to hear about, understand, embrace and become the happy recipients of our value proposition?
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Tags: blog, business insight, disintermediation, Information Technology (IT), IT solutions, SaaS, value proposition
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Tuesday, February 21st, 2012
The artist James Turrell once said, “Light is not so much something that reveals, as it is itself the revelation.” This is such a profound statement. Given the influx of data and the spotlight on leveraging Big Data, I immediately paralleled light with information. If we were to sit and think about it, information in the right context, at the right time, is indeed light.
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Tags: Big Data, business intelligence, customer data, customer engagement, data usage, information insight, information organization, innovation, McKinsey
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Monday, February 13th, 2012
Technology has dramatically altered the world we live in. Network technologies in particular have played a central role in shaping the economies and societies of the twenty-first century.
One of the most important innovations in networking was, of course, the creation of the Internet—which allowed us to connect physical hosts anywhere and everywhere on the planet to each other. Once network operators were able to interconnect to each other using IP and other Internet standards, every available physical host was at least potentially available to every other physical host and to every authorized user.
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Tags: CERN partners, content socialization, contextual intelligence, enterprise, internet, metadata, network technologies, search navigation, Semantic Web, Tim Berners-Lee, World Wide Web
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Tuesday, February 7th, 2012
According to Annette Franz [@Annettefranz], “A key component of a VOC Initiative is getting the right feedback at the right time from the right customers. Then glean insights, create action plans, and drive it all back to the right departments and the right employees who take action at the right touch points at the right time.” This was the basis of a recent #CXO chat as we discussed, “Operationalize Insights to Drive Business” with guest Annette Franz, Seasoned Client Services (CX, VOC, SaaS) executive.
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Tags: #CXO tweet chats, analytics, Big Data, business insight, customer experience, customer insight, Information Optimization, operationalize insights, Voice of Customer (VOC)
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Monday, January 30th, 2012
A few weeks ago I heard a story of “extreme customer service.” Strangely enough, it wasn’t about a great experience but about a failed service experience. My friend absolutely loved a particular fast food chain and ordered the same thing every visit. On her last visit she was charged more than the listed price at the drive thru. Miffed, she pointed this out to the sales associate and then the supervisor on duty. But they both summarily dismissed her indicating that she was charged the new price. She then took measures to ensure the company heard her and fixed the issue. Twitter and FaceBook were immediately alerted. In fact, anytime she has a bad experience, or an exceptional one for that matter, she takes it social. In her words, “I will go to the extreme to get the service I deserve. I own my customer experience.” She expects a good customer experience and will take matters into her own hands to get it!
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Tags: customer experience, customer interactions, customer knowledge, customer service, customer-centric culture, social media
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Monday, January 23rd, 2012
Our businesses are relentlessly becoming more complex. We are engaging with an expanding network of contractors and partners to get our work done. We are utilizing more diverse channels to reach more customers. We are operating in more countries and in more languages, while we wrestle with more regulations and market variables.
In one sense, this complexity is a dangerous enemy. Complexity can increase the probability that some process somewhere will break or that somebody will do something wrong. Orders get screwed up. Customers get ticked off. Revenue goes out the window.
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Tags: collaboration, competitive advantage, complexity, information organization, information socialization, information technology, ROI, search, Velocity
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Monday, January 9th, 2012
Effective search is a difficult problem to solve for most organizations. The challenge of tackling complex interdependencies between source systems and trying to satisfy stakeholders with different search needs can be daunting. Unfortunately, poor search isn’t just an inconvenience, it’s a liability. The inability to find critical information when it’s needed most diminishes trust in systems impedes employee learning and leads to less than optimal decisions.
The good news is, these problems can be solved.
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Tags: clustering, concept searching, contextual intelligence, dynamic adaptability, enterprise search, entity extraction, information connectivity, Information Optimization, relevance, relevancy ranking, social interaction, text analytics
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Tuesday, January 3rd, 2012
Recently, I came across a great quote by Kerry Bodine of Forrester Research, Inc. where she said, “Companies need to start treating customer experience as a business discipline—not a bumper sticker.” It made me wonder if companies, as they start planning their strategy for 2012, are truly embracing what it means to build a customer-centric culture.
Working in the customer experience industry, weekly I meet with numerous Fortune 500 organizations. I am always surprised to hear comments like, “this year we are focusing on our customers first and foremost” or “we have just hired a new senior director to really lead our customer experience initiative.” For many of these companies, they are just starting to embark on the customer experience improvement journey. A 2011 study from the Temkin Group shows only 7% of companies think they are customer experience leaders while 61% of them want to be at the top in their industry in three years. The question I ask then is, “Why now?” Haven’t you always been concerned about your customers?
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Tags: customer experience, customer knowledge, customer satisfaction, customer-centric culture, empowering employees, increase revenue
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