Category Archives: Enterprise Search 2.0
Uncovering Actionable Intelligence to Eliminate the Insight Deficit
It’s no secret that data is growing in size and complexity; even more importantly, the vast majority of this data is unstructured, making it difficult to categorize, understand and manipulate. It cannot be housed in traditional databases and it cannot be understood as a whole. This information is siloed, by systems, departments, geographies, and type. [...]
The Great Divide: Customer Expectations vs. Customer Service Delivery
Today’s consumers, whether B2B or B2C, are much more informed than ever before about the products and services they are buying. This newly found awareness based on product information, industry and peer reviews, and multiple social channels, has given consumers this sense of trust that if others “like me” purchased or bought this product, and [...]
I’ll Take My Customer 360 Info “To Go” Please
According to Gartner Research, the field service market encompasses 20 million mobile field service workers worldwide. Field service workers are a company’s “feet on the street”, represent the company’s brand, and are an extension of the customer service organization. They’re ultimately expected to provide great service and have an accurate, holistic view of the customer [...]
What Does Decision Support Have to Do with Revenue and Customer Satisfaction?
Inefficiency is when something gets done with more money, time and resources than it should. Ineffectiveness is when something should be done differently to yield better results. In both cases, typically the actors don’t know better, or don’t have the requisite knowledge and information to act optimally, and the results show. For sales it means [...]
BI vs. Analytics: Making Dynamic Analytics Representative of True Business Intelligence (Part 2)
As I mentioned in my previous blog post (part 1 of BI vs. Analytics), the amount of information impacting business operations continues to grow, as markets change and the rate of adoption of new technologies increases. So what’s the next step in making sense of all this data, quickly and efficiently? The answer is combining [...]
360 Degree Views. We’ve Heard that Before, But is Anyone Actually Delivering It?
I am sure you have heard it all before: Customer 360° views, Account 360° views and Project 360° views. But has anyone actually delivered on this promise? I am not going to try and sell you that there’s a product out there that can do all this, but what I do want to bring to [...]
Customer Service Is Social – But What’s Social?
The word social has taken on so many meanings in the past few years that the word itself can create confusion. Try tying it to the value to be created and you’ve added more confusion. Let’s define it by its basic elements: Social = the wisdom of crowds Social is about trust, trusted sources, verified [...]
Joint Research with the TSIA – Enterprise Search 2.0 Powered Analytics: Transform Data into Actionable Knowledge
If you needed further evidence that customer support operations are overwhelmed by data, look no further than the joint research paper released today by the Technology Services Industry Association (TSIA) and Coveo entitled, “Enterprise Search 2.0-Powered Analytics: Transforming Data into Actionable Knowledge.” New data revealed within the report includes this eye-opening statistic: TSIA members receive, [...]
BI vs. Analytics: Understanding the Role of Each in Making Informed Decisions (Part 1)
Information impacting business operations is diverse, complex and growing at staggering rates. Due to unrelenting competition, changing markets, and accelerating rates of adoption for new technology, there is a tremendous strain on IT and business infrastructures. Accessibility to actionable knowledge continually sparks the debate between business intelligence and analytics, questioning the roles each of them [...]
The “Intentional Approach” to Technology Adoption Part 6: Using Technology Adoption Theory
Maximizing adoption requires understanding the motivations of different groups of users and tailoring your deployment messages and materials to address their perspectives. These groups are summarized in Table 1. Technology adoption guru Geoffrey Moore suggests that the best way to drive broad adoption is to begin with the group at the top of this table, [...]
