Posts Tagged ‘Attensity’

Friday’s Features: Using Attensity Analyze 6.0 To Compare Customer Sentiment For @united @southwestair @virginamerica

A Travelers’ Tale of Two Airlines (@united vs @southwestair)

A hurried shower, followed by a hastily packed bag.  Then, the race to the taxi stand (Figure 1).  Should be easy to get a cab at 5:45 am in Las Vegas, right? Only the late night crew roll into a casino this late or early in the morning on a Tuesday.  Who’d be flying out so early?  So much for that theory.  A line forms 50 deep outside. Eveyone is half asleep, and headed to McCarran – Las Vegas airport from Caesar’s Palace at 5:30 am.  I figure Southwest 2286 takes off at 6:25 am, should be plenty of time.  I keep consoling myself.  At 5:50, I get into my cab. I instruct the driver not to take the freeway and to go local.

Figure 1. Just Another Day At The Las Vegas Taxi Stand

I get to the self-service kiosk to check in. I get the dreaded <DING!>.  I’m told my bag will be checked late and it could risk being sent on a later flight.  At 6:00, I’ve missed all normal cut-off windows.  Most airlines cut you off at 30 minutes prior and I am really late.  I’m ready to accept my fate.  I’m ready to be told to get on the next flight.  Strangely enough, the gate agent notices that I’m late and does everything to hurry me on-board.  She tells me that there is a chance my bag won’t make it but they’ll do their best.  She kindly reminds me check-in is 30 minutes prior and suggests I take another security entrance to improve my odds of passing through TSA in time.  She also lets me know that she’s told the gate agent I may be late.  I finally get through TSA and get to the gate with 2 minutes to spare.  The aircraft door isn’t closed. In fact, it’s open and waiting for me to board. I hop on, pass out, and arrive in San Jose.  In some modern day miracle, the bag also has arrived with me.  I thank the travel gods.

Flash back one week earlier, the same morning sequence occurs in Las Vegas.  This time with rental car in tow, I head to the rental car return center at 4:00am for a 5:30 am flight.  A staffing issue occurs with the “consolidated rental center transportation” and no buses arrive until 4:30 am.  I think to myself, I still have time.  I rush to catch United Airlines 479 to San Francisco.  The bus arrives at 4:45 am.  I rush to the kiosk and arrive for check-in at 4:47 am.  The kiosk tells me to see an agent. I wait another 3 minutes in the uber premium line (a.k.a. Global Services).   The agent looks at my ticket and tells me in a stern and disapproving voice, I have to wait for the next flight which is at 11:49 am.

I flash my Global Services card in a last ditch attempt for empathy.  The agent tells me that policy is policy.  United can’t check me in as I miss the cut-off.  She tells me that I should know better and come to the airport earlier.  The Las Vegas airport is so big, the bag would never get to the plane on time.  They won’t let me take off without my bag.   There’s no point in arguing at this point. I have a speech at 11:00 am to get to.  I rush over to the Southwest counter to find the next flight.  The agent asks me what’s wrong. I tell her I need to get on the 6:30 am.  She says, no problem.  I give her all the details and she issues me a ticket in 5 minutes.  I make it to the keynote but I’m very bitter about United and how they have treated me.  I was a happy Continental flyer before the merger, you can read all about it here.

Social Data Quantifies Qualitative Experiences – United Ranks Last Among The Three Carriers

By now, most folks have seen what happened when “United Breaks Guitars“, the tale of an awful customer experience for Dave Carroll who had his guitar broken.  When the airline failed to take responsibility, he took to the web.   With over 11.9M views as of this blog post, this social media epic fail epitomizes what happens when companies ignore their customers and shirk responsibility for resolving legitimate complaints.  But what happens when an airline completely chooses to ignore social media as a channel? Do customers go away? Do they just jump to another channel?  Are these social analytics tools reflective of the general customer base?

Using Attensity Analyze 6.0, a comparison was made among the three airlines.  We selected two best in class low cost carriers (i.e. Southwest Airlines and Virgin America) and United Airlines to answer this question (Figure 1).  Analyze 6.0 took 12,863 public comments from Facebook, Twitter, blogs, forums (user forums, discussion forums, LinkedIn Answers, etc) YouTube videos, mainstream news and more to gather this data (see Figure 2).

Figure 1. Twitter Accounts For The Three Airlines

Figure 2.  Attensity’s Analyze 6.0 In Action With Feedback Analysis On Three Select Airlines More…

Monday’s Musings: A Working Vendor Landscape For Social Business

Confusion Persists In The Social Business Market

As with any new disruptive technology, the social business solution landscape faces a dynamic, confusing, and converging market. As vendors seek to grab mind share and market share, customers and prospects remain confused as to what are the right business problems to address with social business. However, rampant confusion among users hampers efforts to solve business issues. Three key factors accelerate this level of confusion:

  1. Early adopter market. Constantly changing conditions force customers to alter original plans as executive sponsorship fluctuates from intense to pensive and back to intense in short cycles. Projects remain secretive for competitive advantage reasons. Consequently, prospects lack strong case studies to build off of despite peer groups, adoption networks. Prospects seek metrics that matter and relevant use cases.
  2. Consumerization of IT. With increased social media penetration, success in consumer grade products highlight the potential for enterprise adoption. However, most enterprise class products remain one to two generations behind in achieving similar capabilities. As business users gravitate towards simple, scalable, and sexy attributes; IT departments seek to rein in shadow IT efforts with safety, security, and sustainability requirements.
  3. Marketing mayhem. Fast paced markets always generate hype in marketing messages. Hence, legacy collaboration, community platform, CRM, unified communications, integration platform, and office productivity vendors seek to reposition themselves and address the emerging and trendy social business use cases customers seek.

Social Business Vendors Converge Towards Business Value Sweet Spot

The vendor landscape for social business market represents a diverse and broad collection of solutions.  Vendors approach the market from multiple heritage points, technologies, and markets.  Four key criteria cut across two axes (see Figure 1):

  1. External facing vs internal facing.  External facing includes customers, partners, and suppliers.  Internal facing include employees and trusted networks within the corporate firewall.
  2. Platforms and infrastructure vs purpose built solutions.  Platforms and infrastructure referred to core technology solutions.  Purpose built solutions address specific applications.

Figure 1. Social Business Vendors Converge Towards Business Value Sweet Spot (Working Draft)

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Research Report: How The Five Pillars Of Consumer Tech Influence Enterprise Innovation

Most Enterprise Software Vendors Fail To Deliver Innovation

Despite hundreds of billions wasted on failed research and development projects, most market influencers would agree that enterprise software vendors have produced a dearth of innovation over the past decade.  Vendors often cite UI re-skins, major functionality additions, integration of acquisitions, technology re-platforms, and weak attempts at faking cloud computing as innovations.  In fact, let’s call it what it is.  Only a handful of enterprise software vendors have truly innovated.   Many enterprise software vendors are fast followers.  Most are innovation laggards living off fat maintenance revenue streams.  Ask any product strategist where they gain their inspiration and they will all cite advancements in consumer technology; and not peer enterprise competitors.

Innovative Enterprises Push Forward Mostly On Their Own

During this year’s Information Week 500 event, conversations with over 50 leading business technology leaders highlighted the growing gap in innovation.  These next gen leaders demonstrated how they were turning to consumer tech advancements to influence their custom development efforts; and/or seeking emerging vendors with innovative offerings.

For example, Bill Martin, the CIO of Royal Caribbean showed how design thinking coupled with real-time analytics and on-board mobility could improve the cruise experience on the largest ship ever built.  Shawn Kleim, Director of Development at WetSeal, provided proof points on mobility and social convergence in driving retail sales and eCommerce in the highly competitive teen apparel market.  Dave Bent, Senior VP of eBusiness services and CIO of United Stationers, proved how a company could deliver cloud services to partners and create competitive advantage across a value chain.

A number of CIO’s showcased how they were taking advantage of the cloud with SaaS apps and private clouds. Others discussed their efforts to optimize costs using third party maintenance to pay for innovation.  The common lessons learned – most did not expect to gain market advantage from their existing and legacy vendors.  Innovations came from the consumer tech side and next generation solution providers.  Consumer tech advancements influenced business driven technology advancements.

Software And Tech Vendors Rush To Incorporate The Five Pillars Of Consumer Tech

Ten elements drive key design points for next generation apps.  These design points showcase how advancements in consumer tech now permeate the enterprise.  Design thinking concepts drive dynamic user experiences, business process focus, and community connectedness.  Based on existing research, deep dives into major vendor road maps, and validation with clients, five pillars of consumer tech have emerged as the foundation for future inspiration in the enterprise (see Figure 1):

Figure 1.  Five Pillars Of Consumer Tech Will Influence Enterprise Software Throughout The Next Decade

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Vendor Event: Attensity Engage

Title: Vendor Event: Attensity Engage

Location:
Computer History Museum
1401 North Shoreline Boulevard
Mountain View, California 94043

Start Date: 2010-11-09
End Date:
2010-11-10

Description:

The Attensity Engage User Conference provides a forum to exchange ideas, successes, best practices and challenges in Customer Experience Management. You’ll learn how to transform your enterprise into a customer-centric enterprise, leveraging social media, Voice of the Customer analytics, and web self-service, with insights from colleagues in marketing, customer service and information technology, together with industry luminaries and Attensity experts.

Keynote speakers include Michael Fauscette, Group Vice President, Software Business Solutions at IDC, and Ray Wang, Partner at Altimeter Group. They will discuss how organizations can encourage better, more effective customer interaction and leverage the collective intelligence of their broader customer community by increasing the intimacy between their companies and their prospects and customers.

The Attensity Engage User Conference will combine real-world case studies from leading experts at companies like Wells Fargo and Whirlpool Corporation, along with other presentations and breakout sessions led by fellow members of the Attensity user community and Attensity partners, as well as technical breakout and sneak preview sessions led by Attensity engineers and senior consultants that will take a deep dive into topics of particular interest to attendees.

Official Event Page: Register here

Disclosure

Although we work closely with many mega software vendors, we want you to trust us.  Attensity is a client of Insider Associates, LLC and Altimeter Group.  For the full disclosure policy please refer here.

Copyright © 2010 R Wang and Insider Associates, LLC. All rights reserved.

News Analysis: Biz360 Acquisition Signals Attensity Group’s Move Into Social CRM

eService Meets Social Media Monitoring, A Natural Evolution To SCRM

On April 28th, Attensity Group, an eService and semantic analytics provider announced its acquisition of Biz360, a social media monitoring (SMM) and community platform player.  Conversations with Attensity’s CMO, Michelle DeHaaf, highlight the importance of listening platforms in Attensity’s overall social CRM (customer relationship management) and overall CRM strategy.  Key themes in this announcement include filling in more of the SCRM footprint by:

  • Building on a social media monitoring foundation. With a significant base of listening options in media, consumer opinion, and online conversations, Biz360 delivers one of the largest listening posts in the market.  Other overlapping core assets from Biz360 include its natural language processing (NLP) engine that measures sentiment, identifies conversations, and determines buzz.  Attensity should find synergies with its customer/text analytics, research & discovery, and intelligence applications.

    Point of View (POV):
    The heart of social CRM begins with social customer insights or F1. Organizations focusing on the 5M’s (i.e. monitoring, mapping, management, middleware, and measurement) start with SMM tools to monitor, map, and measure online channels.  Attensity now has the capability to tie SMM to its core technologies in semantic engines, BPM tools, text analysis, knowledge management, and content management.  Should the integration go smoothly, customers will benefit from a Social CRM offering that ties back to CRM processes, delivers actionable insight, and delivers meaningful customer engagement in the support and marketing use cases.
  • Leveraging a previous partnership with Biz360. Existing partnership with Biz360 will continue with the integration of the listening platform into the summer release of Engagement 2.0.  Future plans include deeper integration into the knowledge base.

    POV:
    Customers can expect Attensity to continue to expand the Biz360 SaaS platform to include more semantic capabilities for analysis, sentiment, response, and knowledge management.  The SaaS deliver model of Attensity360 should provide customers with more rapid time to market innovations from the merger.

The Bottom Line For Buyers – Expect One Step Closer to SCRM

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