Posts Tagged ‘Information Optimization’
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.
(more…)
Tags: customer knowledge, customer service, customers, CXO, Information Optimization, information organization, unstructured data
Posted in information optimized | No Comments »
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.
(more…)
Tags: business insight, customer experience, customer service, CXO, Information Optimization
Posted in information optimized | 1 Comment »
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.
(more…)
Tags: customer care, high-ROI applications, Information Optimization, information strategy, legal discovery, market insight, regulatory compliance
Posted in information optimized | No Comments »
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.
(more…)
Tags: content retrieval, Information Optimization, living document, metadata
Posted in information optimized | 1 Comment »
Monday, February 14th, 2011
Some people enjoy creating content. They like to turn their ideas into blog entries, white papers and PowerPoints. These people get a certain personal gratification from seeing their insights in print—and they understand how the promulgation of those ideas can benefit the company.
Other people are much more reticent about turning their knowledge into content. They may not feel comfortable writing, or they may want to control how and when their ideas are used. Some also have a sense that they are surrendering something of personal value when they share their best ideas with others.
(more…)
Tags: business insight, capture information, Information Optimization, information-driven organizations, knowledge capture
Posted in information optimized | 10 Comments »
Monday, January 31st, 2011
Ever wonder what’s happening on the other end of the line when a customer service representative puts you on hold? Is the “CSR” taking another call? Filing her nails? Asking the guy in the next cube the answer to your question? What about when you’re told “our computer system is slow today” or you can hear frantic typing in the background? Then there’s my all-time favorite, which is explaining your issue to several different people before getting assistance. Are these ways to punish you for calling 800 before thoroughly reading the manual or searching the support forum?
(more…)
Tags: Call Center Week Summit, call resolution, contact centers, CRM, CSR, Customer Experience Optimization, customer service, Information Optimization, information sources
Posted in information optimized | 1 Comment »
Monday, January 24th, 2011
Things are always in the last place you look. That’s because once you find them, you stop looking.
Conversely, the things you spend the most time looking for are things that aren’t there. That’s because you don’t stop looking for them until your patience and/or hope are exhausted.
This is an important consideration when it comes to Information Optimization, because—as much as we may be inclined to think in ideal terms—sometimes the information we’re looking for doesn’t actually exist. It may exist in some form somewhere. But it doesn’t exist in any document anywhere in the enterprise. And, believe it or not, it may not even be readily accessible online.
(more…)
Tags: clustered results, information discovery, Information Optimization, non-discovery, productivity, relevancy
Posted in information optimized | No Comments »
Saturday, January 1st, 2011
As the economy began the slow process of recovery in the latter half of 2010, uptake of Information Optimization (IO) skyrocketed. And IO is gaining even greater market momentum as we enter 2011. Here’s why:
1) We all have to do more with fewer people. While we would all like to do more hiring, we also have to exercise reasonable caution. So everyone is holding off on staffing up. As a result, we have to do what we can do make everyone more productive. IO directly answers this need by making it easier for everyone to work smarter every day.
(more…)
Tags: 2011, CRM, information glut, Information Optimization
Posted in information optimized | 1 Comment »
|
|
