Tag Archives: insight deficit
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 [...]
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. [...]
Customers and Customer Service Teams Are Not Asking for Knowledge Management; They’re Asking for Knowledge Insight
…and companies focused on delivering Knowledge Insight get much greater return. I recently spoke with 1to1 Magazine editor Ginger Conlon about the importance of actionable insight within customer service departments and provided a few examples of how this helps deliver considerable ROI. Injecting actionable insight into the process of resolving customer issues is a goal [...]
Transparency: A Critical Component to Good Customer Service. Do You Have It?
I have been in the customer service business for more than two decades and the same discussions continue to rage on and on about customer service – “Look how great Southwest Airlines is,” and “Look how poor Comcast is,” and on and on with new examples of outstanding and poor customer service evolving every few [...]