Tag Archives: insight
Forbes: CA Technologies’ Product Development is ‘Data Driven’
If there’s one company that could serve as a showcase for how better Insight into vast amounts of data can drive improvements throughout an organization, it’s CA Technologies. Coveo has been working with CA Technologies for several years to help them make sense of the massive amounts of information about its expanding and today, quickly [...]
What Trends Will Impact the Future of Customer Service?
I was recently asked this question during an interview with Jason Redlus, managing member and founder of the Argyle Executive Forum. We had a nice discussion about customer service organizations and the way they manage their information, knowledge, and people. Our conversation around the future of customer service touched on so many different, salient points [...]
Is a Lack of Insight Holding Back Your Organization?
Is your organization suffering from Enterprise Insight Deficit Disorder? There’s a good chance it is, and there’s an even better chance that lack of insight is hurting your company’s performance. Enterprise Insight Deficit is caused primarily by hoards of information distributed among multiple IT and organizational silos and in social media, making actionable Insight challenging [...]
Understanding the Evolution from Disparate Data to Informative Insights
Data, by its very nature, is difficult to find and to analyze because it’s stored in so many places, with no way to search through it or correlate it across systems to derive meaning from it. As a recent Fast Company interview with Coveo CEO Louis Têtu stated, people who could remember all of this [...]
Understanding the Building Blocks of Insight
Our latest eBook, “2012 Guide to an Insightfull Customer-Centric Organization,” helps organizations understand how to leverage the Insight inside their enterprise and social data and move towards a more customer-centric model of business. Over the next few weeks, I’ll share additional thoughts on each of the 10 steps that we advise companies follow to create [...]
Steps to Unstructured Data Nirvana
In my last blog we looked at the nature of mercurial data and identified two truths: 1. It is constantly changing; and 2. It exists in silos. Here, we will talk about what some companies are doing to use diverse and ubiquitous unstructured data to transform their businesses. Monitor. This is the first step that [...]
Embrace the Social Media Tsunami for Customer Service Success
Today’s support executives are awash in an ocean of data. The Technology Services Industry Association (TSIA) members receive, on average, over 51,000 support incidents a month, across phone, email, Web chat, and online incidents, each filled with critical information about products and services. CRM, incident management, and telephony systems track hundreds of metrics—the TSIA Support [...]
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 [...]