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Verint System, Inc and Telligent announced a major new release of its Telligent Community™ solution. Among the latest advancements to the Telligent Community are the new community management tools and user experience capabilities, workflow enhancements, new content management and moderation functionality, and ongoing API investments, as well as solution availability in a Community as a Service (CaaS) model. These […]
Analyst Blog
Earlier in the week the EU and the USA 'hammered' out a framework that is supposed to replace the invalidated Safe Harbor agreement.
Analyst Blog
Cisco is buying red-hot IoT (Internet of things) startup Jasper for $1.4 billion, in a move that embodies the type of unions that will help define the IoT market moving forward. Here are the key details from Cisco's announcement:
Insight Blog
Wise.io, which delivers machine learning applications to help enterprises provide a better customer experience, announced the availability of Wise Auto Response, the first intelligent auto reply functionality for customer support organizations. Using machine learning to understand the intent of an incoming ticket and determine the best available response, Wise Auto Response automatically selects and applies the […]
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Jive Software, Inc. announced the latest release of its industry-leading internal and external community solutions, including a bold and beautiful redesign of its entire product portfolio. Additional features like peer-to-peer recognition, enhanced SEO, global translation capabilities and updates to Jive’s purpose-driven apps deliver a complete, engaging experience that drives brand affinity for external communities and […]
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IBM adds cloud services for database deployment, graph analysis, predictive analytics and data-enrichment, hoping to attract developers and data scientists to IBM Bluemix. … Continue reading →
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MuleSoft has crossed an important symbolic milestone, topping $100 million in revenue during its fiscal 2015, marking a growth rate of 92 percent. Valued at $1.5 billion, the startup says it also now has nearly 900 enterprise customers using its Anypoint Platform, which connects APIs, SaaS applications and on-premises software.
Insight Blog
When faced with a new competitive situation the phrase ‘Build, Partner or Acquire’ is often used to sum up the possible responses. But are the three options enough when faced with the challenges of a global interconnected, interactive Smart Services business? In a market place potentially powered by hundreds of thousands IoT players individual Smart services can such simple contained options work for Market Leaders? Or is there a new more appropriate option for this new business and technology model?
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The parade of acquisitions related to AI (artificial intelligence) keeps coming, with the latest being Microsoft's purchase of SwiftKey, maker of a highly popular software keyboard replacement for Android and iOS devices. Here's the announcement from SwiftKey founders Jon Reynolds and Ben Medlock:
Insight Blog
A few months ago I wrote a piece of research that broached the subject of the after market supply chain (The After Sales Supply Chain: New Tools for Customer Experience). This topic continues to grow in importance, especially for retailers. Why? Primarily due to the growing importance of the consumer’s voice within the retail supply chain. The saying “the customer is always right” has taken on a whole new degree of importance. These days retailers are starting to feel the impact of the informed customer in the after sales supply chain.The notion of “all sales are final” is rapidly becoming a dated concept. So what are retailers to do?
Analyst Blog
Capgemini University is recipient of the prestigious Brandon Hall Group Excellence Awards. It is being recognized for outstanding learning programs in two categories and for its contribution to developing innovative and business focused learning programs. Capgemini University was congratulated at the Brandon Hall annual Human Capital Management Excellence Conference. Now in its 21st year, the Brandon […]
Analyst Blog
Helpshift’s customer support platform for mobile shares proprietary data reveals the importance and impact of in-app support for the mobile industry. Helpshift’s team of data scientists polled the company’s entire install base of 1.3 billion devices, monitoring user behavior over the course of a six-month time period. Helpshift, a mobile support platform revealed new proprietary data that showed: […]
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Teradata announced a strategic partnership with Alation, Inc., the collaborative data company, to deliver a collaborative data catalog that brings trust in data to self-service analytics. What Does This Mean To You? Teradata will re-sell the Alation Data Catalog to Teradata customers and prospects struggling to achieve trust in data – in those data environments that have grown more […]
Analyst Blog
Be under no illusions – content marketing is hard work. It takes planning, resources and focus. But it is also one of the most rewarding forms of marketing that you can do professionally and individually. Not only does content marketing challenge you to clearly communicate – it often brings you up close and personal with […]
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How does Twitter make money? Good question. Many companies use it for Customer Service – as consumers have figured out it’s a great place to embrace a company into fixing a customer service issue that has not been resolved or just to get the brand’s attention. According to The Information, several investors in Silicon Valley are pulling together plans to buy or restructure the company. There have been conversations around an potential acquisition as some of the senior executives are changing guard, including the head of product and engineering, CEO Jack Dorsey, leaving last month.
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Audience Optimization is a new tool that reveals the hundreds of thousands of categories Facebook divides its users into, but also the number of people who belong to each one. The tool allows any official page manager to identify the “Preferred Audience” for a post by searching for and selecting interests relevant to the story. To […]
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In my first real marketing role, I felt like a complete fraud. I had stumbled into marketing and strategy while working for IBM and had the good fortune to work with a “startup” (whatever that was) developing a platform for online communities. I was simultaneously a product manager, sales exec, marketing director, tech support and […]
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Adobe officially closed its acquisition of the technology assets and accounts of the comScore Digital Analytix business. What this means for you: Adobe and comScore will work together to ensure that the business-critical workflows that Digital Analytix customers rely upon are not disrupted. They welcome all Digital Analytix customers into the Adobe family and will provide clients with the […]
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While the notion of package delivery via civilian drones may remain a fanciful notion to some, the reality is that drones may become a mainstream method of transport sooner rather than later.
Insight Blog
I remember back in 2008-2009 being asked whether social / digital / communities had any business value. To me it was instinctively obvious, but I got that it was not obvious to others. In wanting others to see what I saw, I I started down the road of creating ROI models for digital / social / online communities.In the report, you will find 6 general areas that online communities can contribute to the two things that are very important to business – either reducing costs or increasing revenue. You can download the excerpt and learn more about what I discovered.
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Chief analytics officers should be grounded in the business and deeply familiar with customer experience. From there, use more data, test, test, test and make the case for data-driven decisions. … Continue reading →
Analyst Blog
The Future of Digital Platforms Drive New EconomiesWhile the regulatory pressures have not subsided for the financial sector, concerns mount legacy financial and insurance providers as fin tech startups disrupt the existing landscape. The transformation of finance panel included insights from one mature disruptor among the panelists of traditional financial services providers (see Figure 1): ...
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