Posts Tagged ‘Information Optimization’
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.
Search-based applications enter the findability fray promising to shape enterprise search in a manner uniquely suited to tame the information explosion challenge. These applications have the inherent ability to aggregate information from multiple systems while applying contextually relevant domain knowledge, allowing them to answer questions not readily available from any single source system.
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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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Monday, December 12th, 2011
One of the most unfortunate casualties of the current economic downturn is the diminished ability and willingness of business leaders to think seriously and practically about the future. When you’re facing crises in revenue and margins today, there is a natural disinclination to think much about tomorrow. After all, if you don’t survive the present, it doesn’t much matter what’s going to happen in the long term.
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Tags: Big Data, business performance, collaboration, competitive advantage, customer satisfaction, data growth, economic value, Information Optimization, knowledge management, social media
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Monday, November 21st, 2011
When asked to identify the greatest barriers to improving multichannel customer experience, “Thirty-four percent of respondents identified difficulty unifying different sources of customer data.” This would indeed be a barrier as understanding your customers’ needs is intrinsic to delivering an exceptional customer experience. To understand the customer, organizations must take each morsel of information left at touch-points across the organization and weave them together to create the customer’s story. The need for information optimization and big data applications then becomes vital. I had the honor of being in the hot seat as we explored this topic at one of our tweet chats. Here is a glimpse into our discussion:
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Tags: Big Data, CRM, customer experience, Customer Facing Professionals (CFPs), customer insight, customer knowledge, ERP, Information Optimization, leverage information, WCMS
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Monday, November 14th, 2011
Recently I heard a sales representative say, “We use a CRM and I didn’t visit it once to prepare for my sales meeting.” Interesting, yes? The sales rep went on to say that he would probably enter details about the meeting later in the CRM system—not to improve how he interacted with the customer but so that his manager could view the outcome of the meeting. Unfortunately, many organizations have Customer Facing Professionals (CFPs) with this mindset. A big piece in this equation is understanding what creates this mindset and solving it.
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Tags: business culture, business intelligence, CRM, Customer Experience Professionals Association (CXPA), Customer Facing Professionals (CFPs), customer insight, customer interaction, Information Optimization, information organization, sales representatives
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Monday, October 31st, 2011
Everyone is talking about “big data” yet we each have a slightly different view of what it means and its impact. One thing we all can agree on is that we must devise strategies to handle and leverage the “Forty percent projected yearly growth of global data.”
One of the things I have heard is, “Well, we have a lot of information scattered throughout, so if we put everything we own in a single, distributed processing system like Hadoop—which is meant to house massive amount of information efficiently—we can start making sense of it.” I want to shake my head, “No, no, no!”
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Tags: Big Data, contextual intelligence, customer insight, data growth, global data, Hadoop, Information Optimization, information organization, variability of data, variety of data, velocity of data, volume of data
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Monday, September 19th, 2011
While researching whether or not to pay extra for Orchestra seats, I read an insightful value statement, “You see the show from the perspective the playwright and director saw it. You are seeing the show the way it was created to be seen.” As a product manager, this got me thinking about whether our customers experience the full value of our products they way we had envisioned. How can I help ensure that my customers always have an orchestra seat as they leverage our solutions? And moreover how can I ensure that my own organization is seeing our customers when we develop our products and our brand message?
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Tags: brand messaging, customer data, customer experience, Information Optimization, solution provider
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Monday, August 15th, 2011
I had the distinct pleasure of speaking on a recent CXPA webinar “Gaining Customer Insights from Unstructured Data” along with CXPA co-founder and chair Bruce Temkin and Jason Schneider, vice president of enterprise sales at Clarabridge. One thing that resonated was Jason’s comment that “the marriage of structured and unstructured data is the point of ultimate action for an organization.”
I would have to concur. The challenge many businesses face today though is that the information needed to support customers is scattered throughout the company. Sales professionals, account management and customer support professionals have to log into 10 or more different applications trying to find information to help customers. According to Harris Interactive, even once information is found, 44% of customers claim that they received the wrong information. Added to this challenge is the phenomenal growth of unstructured data from internal blogs, content management systems, and customer survey responses as well as data captured outside the firewall from social media.
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Tags: customer knowledge, customer service, customers, CXO, Information Optimization, information organization, unstructured data
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Tuesday, June 28th, 2011
Staring at the departure monitor in JFK airport, I notice my flight has just been delayed another two hours. I am returning—well, trying to return—home after attending Forrester’s Customer Experience Forum held in Manhattan the past two days. Overall, I enjoyed my time learning how organizations are changing their cultures and corporate missions to be more customer centric. Despite appreciating the insight from the analysts and leading industry executives—I feel overwhelmed with mixed emotions as I sit in this excessively crowded airport terminal.
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Tags: business insight, customer experience, customer service, CXO, Information Optimization
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Monday, April 25th, 2011
Those of you who read this blog regularly know that I often write about very specific business applications for Vivisimo’s Information Optimization (IO) technology. It is good and fitting that I do this, because IO has such powerful, high-ROI applications across so many aspects of business—including customer care, market insight, regulatory compliance and legal discovery.
But while there is a lot of value in the specific applications of IO that improve business performance in concrete, quantifiable ways, it is also worthwhile to consider the broader implications of adopting IO.
Confidence is a key attribute of any company’s culture. Salespeople have to be confident in the superiority of their company’s products and services. Finance managers have to have confidence in their numbers. And executives have to have confidence in their tactical and strategic decisions.
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Tags: customer care, high-ROI applications, Information Optimization, information strategy, legal discovery, market insight, regulatory compliance
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Monday, February 21st, 2011
Information Optimization (IO) isn’t just a matter of getting the right content to the right people at the right time—although that’s certainly very important. It’s also a matter of getting that content to people in the right form with the right metadata.
Consider, for example, the case of a government agency issuing a new regulatory mandate that is relevant to your company. Obviously, you’re going to want everyone at your company to know how that mandate will affect them. One way to do this is to write a separate memo to each different business function (product management, sales, HR, etc.) explaining what their particular new responsibilities and constraints are. Typically, these memos would each come from the heads of each department.
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Tags: content retrieval, Information Optimization, living document, metadata
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