Posts Tagged ‘NextGen’

Research Summary: Economic Trends Exacerbate Digital Business Disruption And Digital Transformation (The Futurist Framework Part 3)

Constellation Applies A Futurist Framework To Guide 2014 Outlook and Beyond

Constellation’s research team uses a tried and true futurist framework that looks at the political, economic, societal, technological, environmental and legislative (PESTEL) shifts ahead (see Figure 1). The PESTEL model is used to synthesize the major trends and provides guidance on how Constellation approaches its seven key business themes over the next 2 to 3 years in:

  1. Consumerization of Technology and the New C-Suite
  2. Data to Decisions
  3. Digital Marketing Transformation
  4. Future of Work
  5. Matrix Commerce
  6. Next-Generation Customer Experience
  7. Technology Optimization and Innovation

The strategic assumptions from Constellation’s 2014 PESTEL framework form the basis for the business theme-led research.  Over the next 36 months, research from each business theme will factor these trends into the overall research agenda.  The goal in 2014 is to help clients not only navigate, but also dominate digital disruption.

In part 1, the focus was on the technological trends.

In part 2, the focus is on societal trends.

Download the report snapshot

See the February 27, 2014 webinar

Figure 1. PESTEL Approach Provides a Futurist Framework For Business Themes and Planning


Economic Trends Exacerbate Digital Business Disruption

Still reeling from the impact of the global financial crisis of 2008, Western economies have printed their way out of shock by providing short-term liquidity. Of grave concern, inflation appears around the corner as high debt loads stunt growth. Meanwhile, China and the resource-rich regions such as Africa, the Middle East, Canada and Australia continue their export-led and infrastructure-fueled economic growth. Brazil, Russia, India and China (the BRICs) as well as South Africa continue to grow their economies through direct foreign investment while Malaysia, Indonesia, Nigeria and Turkey (the MINTs) emerge onto the global economic scene. Five economic trends shape the prioritization of investments in digital disruption (see Figure 2):

Figure 2. Economic Trends Exacerbate Digital Business Disruption More…

Event Report: Marketo Moves From Revenue Management To Customer Engagement Platform #MKTGNation14

Marketo Moves Beyond Revenue To Customer Engagement Platform


A growing realization that funnels are dead again (and again) in sales, marketing, service, and commerce drives a big shift in the digital business disruption.  In front of 6000 customers, prospects, influencers, and employees, Marketo’s CEO Phil Fernandez put to bed some myths about the mix of Marketo’s key customer industries, showcased significant customer success stories, and announced new product features including the new customer engagement platform.  An analysis of the news from Marketing Nation 2014 in San Francisco includes:

  • Launch Of A New Customer Engagement Platform. The new Engagement Platform includes three signature features: Real-Time Personalization, Marketing Calendar, and Search Engine Optimization.  Real-Time Personalization enables a campaign to personalize across multiple channels including email, web, and mobile.   Marketing Calendar provides an interactive visual interface to manage campaigns.  Search Engine Optimization includes tools to analyze keyword rankings, suggest new key words, and optimize web page rankings.

    Point of View (POV):
    The shift from revenue management and marketing automation to a broader scope of customer engagement is critical.  Customers expect category leaders such as Marketo to anticipate customer needs and set vision.  The shift to digital transformation requires brands and organizations to design traditional marketing activities as part of a larger customer experience continuum.  Real-time personalization plays a key role in ensuring relevancy across channels.  The Marketing Calendar improves collaboration among internal and external teams.  The SEO optimization is one of many tools required to optimize existing campaigns and programs.  In speaking to over 50 customers at the event,  the general consensus was that the new product announcements would move Marketo from one-trick departmental pony to broader CMO platform.
  • Partnership with Axciom To Deliver Mass Personalization At Scale. Marketo announced a partnership between the new customer engagement platform and Axciom’s Audience Operating System (AOS).  AOS brings a rich stack that includes an applications layer, audience operations layer, and data layer to help organizations engage in a single view of customers across multiple channels.  Using Acxiom’s AbiliTag™ Real-Time Insight organizations can take relevant segmentation information to craft personalized marketing messages.

    (POV):
    Customer engagement systems must deliver massive contextual relevancy at scale, create role-tailored communication styles, deliver bionic user experiences, and move at the right time More…

News Analysis: Vertical Solutions Extends Customer Experience And Field Service Footprint With Three Partnerships

Vertical Solutions Partnerships Showcase Why Complex Field Service Is A Critical Glue Between ERP and CRM In Improving Customer Experience


Announced March 4th, 2014 at the Microsoft Convergence event, Vertical Solutions, made three significant partnerships with Blue Horseshoe Solutions, Cincom, and Vidcie.  The Cincinnati, Ohio based customer experience software vendor provides cloud contact center and service management solutions that bridge the worlds of physical goods with customer experience.  The analysis of the three announcements show:

  • Where after market sales and service creates a strategic differentiator for Cincom. Cincom signed a reseller partnership with Vertical Solutions for integrated Field Service Management and Maintenance Repair Operations.  Cincom is a global Microsoft ISV for manufacturing. The partnership allows Cincom to resell VSI’s Service Lifecycle Management Solution with Cincom’s Business Suite for Microsoft Dynamics AX.

    Point of View (POV):
    In the current digital business transformation, manufacturers realize that product margins can no longer sustain growth.  While service revenues, warranty management, and installation can provide additional revenues, organizations must move from selling products to keeping brand promises.  Post sales service is a key component to ensuring that the brand promise is kept for manufacturers.
  • Why supply chain and post sales service should team up to improve customer experience in the Blue Horseshoe partnership. Blue Horseshoe provides a Supply Chain Suite for Microsoft Dynamics AX.  The partnership ties customer support, field service and mobile environments with logistics, supply chain, transportation management, advanced warehousing, and order completion.

    (POV):
    While the Blue Horseshoe solution provides a robust capability in supply chain, Vertical Solutions provides post sales and complex field service requirements.  These requirements enable customers to deliver on the complete order management cycle.  In speaking with several Blue Horseshoe and Microsoft Dynamics AX customers, they have a need to reduce warranty costs and improve customer satisfaction through improved first visit resolution programs.  Constellation believes that customers do not care what department resolves the issue, just that the issue is resolved across the continuum of customer engagement.
  • How video streaming can provide real-time access to experts through the Vidcie partnership. The partnership with Vidcie allows customers to integrate video streaming technology into the VSI enterprise Service Lifecycle Management solution VServiceManagement.  Vidcie is a Silicon Valley based hands free live streaming, mobile, and wearable technology provider.  Vidcie is More…

Event Report: #AdobeSummit Celebrates Digital Marketing From Creative To Commerce

Market Leaders And Fast Followers Celebrate Over A Decade Of Digital Marketing Vision

In 2004, Omniture founder Josh James, an avid skier, held the first Summit atop the Snowbird Ski Resort for 270 early adopters and converted.  Fast forward eleven years to 2014, an estimated 5600+ customers, partners, influencers, and prospects gathered at the Salt Palace in Salt Lake City, Utah, March 25th to March 28th, 2014, in search of reinvention in digital marketing (see Figure 1).  Since that time, Adobe Summit has emerged as a must attend event for those looking at the entire digital experience from creative to commerce.  Despite the size, this year’s event remained equally intimate.  At almost every venue, restaurant, or session, attendees remarked on how easy it was to meet people and discover, connect, and engage on the future of digital marketing.

Figure 1. Adobe CEO, Shantanu Narayen Opening The General Session on the Need for Reinvention In Marketing

Source: Adobe

Adobe Summit 2014 Announcements Focus On Needs Versus Wants

New product enhancements, a new release, and a few key partnerships highlight advancements in Marketing Cloud which includes a number of organically developed products and acquisitions of Omniture, Day Software, Efficient Frontier, and Neolane.  Today, the Adobe Marketing Cloud includes Adobe Social, Adobe Analytics, Adobe Target, Adobe Experience Manager, Adobe Media Optimizer, and Adobe Campaign (see Figure 2).  This year’s announcements reflect a need to improve integration among the acquisitions and deliver core needs versus nice to have capabilities.  Main announcements from this year’s summit include:

Figure 2. The Six Components Of The Adobe Marketing Cloud

Source: Adobe

  • Adobe Marketing Cloud Core Services Improve Suite Value.  Adobe announced new cores services for Marketing Cloud.  These services include a key master marketing profile, shared assets, marketing mix planning, identity, contextual activation, tag management, integration, and collaboration.

    Point of view (POV):
    The core marketing services are much needed to bring not only the acquisitions together, but also future partner integrations.  The Master Marketing Profile allows marketers to aggregate profiles information from multiple sources.  Shared assets put the power of the Adobe Creative Suite to work allowing marketers to create once use everywhere.  Marketing mix planning enables marketers to tie together attribution, analytics, media planning and execution to analytics and campaign activation.  The new identity capabilities are a good start, but much more will be required to support commerce apps entering a digital business world where trust is the new currency and transparency must balance privacy.

Event Report: The Storify From #AdobeSummit

Market Leaders And Fast Followers Celebrate A Decade Of Digital Marketing Vision

In 2004, Omniture founder Josh James, an avid skier, held the first Summit atop the Snowbird Ski Resort for 270 early adopters and converted.  Fast forward eleven years to 2014, an estimated 7000 customers, partners, influencers, and prospects gathered at the Salt Palace in Salt Lake City, Utah March 25th to March 28th, 2014 in search of reinvention in digital marketing (see Figure 1).  Since that time, Adobe Summit has emerged as a must attend event for those looking at the entire digital experience from creative to commerce.  Despite the size, this year’s event remained equally intimate.  At almost every venue, restaurant, or session, attendees remarked on how easy it was to meet people and discover, connect, and engage on the future of digital marketing.

Enclosed is the Storify of Tweets from #AdobeSummit:

Figure 1. Storify from #AdobeSummit


More…

News Analysis: Gainsight Spring 2014 Release Targets Large Enterprises Making The Transition To #DigitalBiz

Customer Success Management Pioneer Adds Key Functionality For March 2014 Release

On March 18th, Mountain View, CA based Gainsight announced the Spring 2014 release of its customerssuccess management platform.  Led by CEO Nick Mehta, the cloud software vendor has received over $29M in funding from key investors such as Bain Capital, Battery Ventures, Capital Innovators, Cultivation Capital, Silicon Valley Bank, and Summit Partners.  In addition to the latest release, the company added two industry veterans Sherif Botros from SAP as Chief Data Scientist and Puja Ramani from Facebook as Director of Product Management and Analytics.

Five key features designed for the largest of enterprises were announced for the Gainsight Spring 2014 release and include:

  • Support for sponsor tracking with LinkedIn and InsideView. New feature takes contacts listed in a client’s CRM system and monitors status changes in InsideView and Linkedin.  Known as Gainsight Sponsor Tracking, the feature also adds relevant news, events, and CRM intelligence.  These additional, external data points factor into a holistic customer health score that includes usage, support, engagement, and and other relationship health metrics.

    Point of View (POV):
    A top root cause for churn is an executive sponsor’s departure.  The automated system serves as an early warning indicator when status changes for key contacts to help provide the advantage of time and insight when protecting renewals and future upsell.  The feature also locates potential advocate or customers to on board.
  • Delivery of a Salesforce1 mobile app .  The Gainsight Salesforce1 Mobile App integrates natively with Salesforce (see Figure 1).   The Gainsight offering allows users access on Android and iOS phones and tablets.  Alerts, tasks, customer health data, and survey feedback are integrated with Salesforce system data.

    (POV):
    Mobility tops this year’s list of key enabling digital technologies in almost every Constellation survey.   Customers can take advantage of in-between and wait times to update customer health and fill notes via the application.  Many existing customers expect that this feature will improve team productivity from 10 to 25%.

Figure 1. Gainsight Delivers a Native Integration To Salesforce1

  • Release of  Gainsight Success Snapshots. As a new data visualization publishing feature, the solution helps clients build and publish data filled presentations, executive updates, and QBR reports.  Users can populate presentations with customer queries or templated reports.

    (POV):
    Customers seek not only good reporting tools, but also consumer grade user experience and ease of use. Data visualization tools play a key role in effectively democratizing the data to decision process among stakeholders championing customer success.

Research Summary: Five Societal Shifts Showcase The Digital Divide Ahead (The Futurist Framework Part 2)

Constellation Applies A Futurist Framework To Guide 2014 Outlook and Beyond

Constellation’s research team uses a tried and true futurist framework that looks at the political, economic, societal, technological, environmental and legislative (PESTEL) shifts ahead (see Figure 1). The PESTEL model is used to synthesize the major trends and provides guidance on how Constellation approaches its seven key business themes over the next 2 to 3 years in:

  1. Consumerization of Technology and the New C-Suite
  2. Data to Decisions
  3. Digital Marketing Transformation
  4. Future of Work
  5. Matrix Commerce
  6. Next-Generation Customer Experience
  7. Technology Optimization and Innovation

The strategic assumptions from Constellation’s 2014 PESTEL framework form the basis for the business theme-led research.  Over the next 36 months, research from each business theme will factor these trends into the overall research agenda.  The goal in 2014 is to help clients not only navigate, but also dominate digital disruption.

In part 1, the focus was on the technological trends.

In part 2, the focus is on societal.

Download the report snapshot

See the February 27, 2014 webinar

Figure 1. PESTEL Approach Provides a Futurist Framework For Business Themes and Planning

Societal (S) Shifts Showcase the Digital Divide Ahead

Generational shifts by age and by digital proficiency will show up in force in 2014. A generation of millennials no longer seeks the same objectives as previous generations.  Lack of upward mobility and opportunity sow the seeds for societal disruption.  Furthermore, a fear of government intrusion along with a need for government programs creates a bipolar view on the role of government.  Hence, organizations must adapt to an ever-changing array of future business models based on dynamic demographic and psycho-graphic preferences.  The following five broad societal movements shape how individuals behave and play a strong role in influencing business model adoption (see Figure 2):

Figure 2.  Societal Shifts Showcase the Digital Divide Ahead


  1. Access trumps ownership in a sharing economy. From car sharing in the late 1990s, to vacation rentals to collaborative financing, the sharing economy has been inching its way into the forefront of the consumer’s mind.  Since, thought leaders such as Rachel Botsman, Lisa Gansky and Anne-Sophie Novel, have been chronicling the forces, underlying trends and players behind the movement.  Key success factors in this new business model require the identification of underutilized assets, optimization of value through time slicing of access, trading on the goodwill and generosity of others and building a reputation economy.  A sharing economy model is not for every industry, yet this trend may affect how products and services companies shift their offerings and business models in the next three to five years.
  2. Five generations of customers and workers driven by digital proficiency, not age. When discussing the future of work, most people  immediately jump to the discussion of millennials, Generation Y, Generation X, Baby Boomers, post war, etc.  However, under a shift to digital business, the generations are defined differently.  This segmentation describes how proficient people are with digital technologies and digital culture.  The five generations include digital natives, digital immigrants, digital voyeurs, digital holdouts and the digital disengaged.
  3. More…

Research Summary: Sneak Peaks From Constellation’s Futurist Framework And 2014 Outlook On Digital Disruption

Accelerated Pace of Change Creates the Perfect Storm for Dominating Digital Disruption

The 2014 trends are out. The big predictions have been made.  Yet what does it all mean as most organizations anticipate another unpredictable year?  Since 2000, 52 percent of the companies in the Fortune 500 have either gone bankrupt, been acquired or ceased to exist (Figure 1).  The pace of change has increased, competition has intensified and business models have been disrupted.  The only certainty is that change will accelerate.

Figure 1. Digital Disruption Has Demolished 52% of the Fortune 500 Since 2000


In fact, the digitalization of business is a key factor in this accelerated pace of change.  Information flows faster.  Most parties enjoy greater transparency, yet the digital divide makes transparency patchy.  Every node reacts more quickly.  The speed of execution as a differentiator has resulted in agility in delivering disrupting business models. Market leaders shift from selling products and services to promising outcomes and experiences.

Market leaders and fast followers want to know what trends will affect customer demand. How will these trends affect hiring decisions?  Are there new and emerging technologies that will power disruptive business models?  What factors will help organizations dominate digital disruption?  How does one stay safe in a world of digital exhaust?  What networks matter?  Who are my competitors, collaborators and co-innovators? How does one make sense of the disparate and often contradictory trends pointed out by experts, pundits and analysts?

Constellation Applies A Futurist Framework To Guide 2014 Outlook and Beyond

Constellation’s research team uses a tried and true futurist framework that looks at the political, economic, societal, technological, environmental and legislative (PESTEL) shifts ahead (see Figure 2). The PESTEL model is used to synthesize the major trends and provides guidance on how Constellation approaches its seven key business themes over the next 2 to 3 years in:

  1. Consumerization of Technology and the New C-Suite
  2. Data to Decisions
  3. Digital Marketing Transformation
  4. Future of Work
  5. Matrix Commerce
  6. Next-Generation Customer Experience
  7. Technology Optimization and Innovation

The strategic assumptions from Constellation’s 2014 PESTEL framework form the basis for the business theme-led research.  Over the next 36 months, research from each business theme will factor these trends into the overall research agenda.  The goal in 2014 is to help clients not only navigate, but also dominate digital disruption.

Download the report snapshot

Register for the Webinar February 27, 2014

More…

News Analysis: Microsoft Dynamics CRM Acquires Parature For Customer Service Capabilities

Dynamics CRM Gains Key Technology and Team To Take Existing Customer Care Assets To Next Level


On January 7th, 2014, The Microsoft Dynamics CRM team announced a definitive agreement to acquire Herndon, VA based Parature for an undisclosed sum.  This acquisition is Microsoft Dynamic’s CRM’s largest to date. Parature is an East Coast software start-up success story founded in 2000 by five Cornell students including Duke Chung.  Originally named Cyracle Technologies, the company’s first product addressed the live chat market.  Current CEO, Ching-Ho Fung, the first angel behind Blackboard, provided the initial angel investment in 2001.  Parature’s key investors include Valhalla Partners, Sierra Ventures, and Accel Partners.  The acquisition is significant for both Parature and Microsoft Dynamics Customers because:

  • Parature fills in a key gap in the Microsoft Dynamics CRM offering. Microsoft CRM currently has a customer care offering that delivers core customer service with case management, universal queuing and routing, and light scheduling and field service.  Parature provides key self-service knowledge base software, core customer service,  live chat, mobile access, survey and feedback capabilities, social monitoring, and Facebook portal capabilities to the Microsoft service offering.

    Point of View (POV):
    Microsoft’s core strengths have come from the sales automation product and the tight integration with Office.  Since 2012, with the arrival of Corporate Vice President, Bob Stutz, the Dynamics CRM team has sought to round out the rest of the customer experience offering.   (Note: Bob Stutz was a key force in the development of Siebel CRM and SAP CRM.)  The acquisition of Marketing Pilot provided a key building block for marketing automation.  This acquisition of Parature adds to General Manager Jujhar Singh’s investments in customer care.  Dynamics CRM customers gain the knowledge base functionality in Parature, which is the crown jewel.  This knowledge base was recently rearchitected and one of the most modern in the industry.  Parature customers will gain greater investment in the customer service and support product line with deeper integrations to a full customer experience suite.
  • Parature adds 70 million end users to the Microsoft Dynamics CRM ecosystem. The company has built a strong foothold in key industries such as education, gaming, high-tech, non-profit associations, online media, public sector, and travel.  Major brands include Ask.com, Asure Software, ATRA, Brenau University, BuilderMT, CompTIA, e-MDs, EPA, Florida Atlantic University, Hitachi Data Systems, IBM, IGN Entertainment, iWin, NASA SEWP, PlayFirst, SoftChalk, Threadless, Top Down Systems, TMA Resources, and Travel Lodge UK.

    (POV):
    Parature’s relentless focus on customer success has led to tremendous growth.  In 2013, Parature doubled its end user count from 35 million in 2011 to 70 million.  Microsoft’s team will More…

News Analysis: Verint Announces Intent To Acquire Kana For $514M

Verint Adds to Vovici and Contact Center Assets To Expand Customer Engagement Offerings


On January 6th, Melville, NY based Verint® Systems announced a $514M intent to acquire Sunnyvale, CA, KANA Software.  Verint is a software vendor with a core in analytical software.  Verint’s core offerings provide enterprise intelligence and security intelligence.  The acquisition is significant in the market because:

  • Big data and analytics meet customer experience. Verint expects to expand its customer engagement optimization offering with the acquisition of Kana.  Verint’s core capabilites, Vovici’s voice of the customer assets, and Kana’s multichannel customer experience solutions allow customers to move from data to information to insight to action or decisions.

    Point of View (POV):
    Bringing intelligence into customer experience adds context and relevancy. This combination is a key step in moving from systems of engagement to systems of mass personalization at scale.  Constellation expects more acquisitions that combine the 5 pillars of digital business – social, mobile, cloud, big data and analytics, and unified communications.
  • Verint gains key customers and industries. Verint’s key customer base of 10,000 customers gets 900 new customers in six key industires.  Kana’s base includes a variety of marquee brands and public sector agencies in the mid market to enterprise space.  Business service customers include Hyatt, Starwood, USPS, and Priceline.com.  Communications and media customers include O2, Comcast, Cox, Quest, Talk Talk Group, Telekom Austria, Telus, Time Warner Cable,  Tracfone, Virgin Mobile, and Vodafone.  Financial services customers include Admiral, Bank Leumi, Capital One, Chase, Citigroup, Domestic and General HSBC, ING, Barclays,  Standard Bank, and VHI.  Retail and wholesale clients include American Greetings, Avon, Carglass, Conrad, Foot Locker, Hanes More…

News Analysis: Sitecore Acquires Commerce Server In Quest Towards Customer Experience Management

Commerce Server Finds Its Logical Home

On Wednesday November 20th, 2013, Copenhagen, Denmark based Sitecore acquired Ottawa, Canada based commerceserver.net for an undisclosed price.  Originally known as the Microsoft Siteserver and Commerce Server 2000, the product was orphaned by Microsoft,  then Ascentium, the key development partner were given the rights to further develop and market the product.  Adding to the lore, Ascentium changed their name to SMITH in the Fall of 2012 and the product group was rebranded to commerceserver.net.

Sitecore’s acquisition continues a consolidation trend in the Matrix Commerce market where vendors are aggregating technologies to support a buyer centric approach to customer experience.  Constellation believes customers should pay attention because Sitecore:

  • Signals seriousness to deliver on end to end customer experience. Sitecore’s portfolio includes its core web content management offerings and an emerging set of digital marketing assets.  Commerce Server adds key B2C functionality for hard goods, digital goods, and web based services; B2B capabilities in trading communities and e-procurement; complex B2X scenarios; and personalized portals.

    Point of View (POV):
    Addition of commerceserver.net fills one key hole in Sitecore’s customer experience management portfolio.  Customers and prospects can expect additional acquisitions from the new management team.   In fact, the company has brought in heavy hitters such as a new CRO and CMO over the past 12 months.  Constellation believes that Sitecore is serious in completing key holes in the end to end customer experience story and moving up the stack to support a range of small to large enterprise customers.  In fact, Commerce Sever 10 scales up to support 220,000o orders/day on a 12 hour peak, 60 million user profiles, 10 million item catalogs, 100,000 catalogs and virtual catalogs, and hosting support for 100 active, 1000 provisioned.  Constellation believes the acquistion places Sitecore in the direct battle with Adobe, IBM, Oracle, and SAP for customer experience and commerce.
  • Ensures Commerce Server a friendly and natural home. Commerce Server brings its core Microsoft heritage.  Dependencies include Microsoft SQL Server, .NET,  Commerce Server Staging (CSS), and Component Object Model.  Commerce Server also plays well with other Microsoft server stack components including Biz Talk Server and Microsoft Office SharePoint Server.  Sitecore’s software is built on a Microsoft.NET platform.  Deployable in Microsoft Azure, the core CMS can use Oracle or Microsoft for the database and content can be stored in either .NET or XML objects.

    (POV):
    Customers should find relief that the Commerce Server assets return back to a product centric company.  While SMITH (formerly known as Ascentium), a digital experience agency, served as a reasonable owner and even delivered the latest version 10 release, software cultures and services business models often clash.  Why? The research and development investment required to take products to market work against the resource utilization and project focus required for successful services.  Constellation will measure integration success by how well the team builds and accelerates the original major release plans (see Figure 1).
  • Gains critical ecosystem assets. Commerce Server brings 3000 customers and 25 partners around the world.  Partners range from 17 enterprise providers, hosting providers, training, ISV, and consultants. Key industries for Commerce Server include retail, manufacturing, and e-government.  Sitecore brings over 3000 customers, 1000 certified business partners in 50 countries, 8,000 certified developers, and 17,000 active members in the developer ecosystem.

    (POV):
    Prior to the acquisition, Commerce Server product holes included content management, search, analytics, campaign management, and other key customer experience management capabilities.  Sitecore fills many of these product gaps and adds a larger ecosystem.  Customers can expect significant cross-training among the partners as they integrate the Commerce Server assets into their portfolios.

Figure 1. The Pre SiteCore Acquisition Commerce Server Road Map More…

Trends: Real World Lessons In Optimizing The Customer Service Experience From Kana Connect

Workshop On Optimizing Your Customer Service Experience Identifies Eight Strategies
At the 2013 Kana Connect event from September 15th to 17th, 2013 in New Orleans, I had the pleasure of co-leading a workshop with Scott Hays a Sr. Director, Product Marketing for KANA Software.  The goal of the session was to explore eight strategies to improve customer experience. 

By now, you are well aware that “experience counts.” Your customers’ loyalty and future purchases hang in the balance. In this session, we’ll explore the key things you can do to make sure their experiences are positive. Ray Wang from Constellation Research and Scott Hays from KANA guide an interactive workshop to invigorate your future initiatives.

Speaker(s): Scott Hays, Ray Wang, Constellation Research

The event began with a overview of  Constellation 9C’s of customer engagement  and then an overview of the eight ways to optimize your customer service experience.  Teams were broken up to documen current state and to rank future state.  Teams were told to identify the top three ways among these eight strategies:

  1. Effortless and personalized
  2. Channel convenience
  3. Channel consistency
  4. Social media
  5. Unified agent desktop
  6. Agent knowledge
  7. Process-driven
  8. Internationalization

Results Show Future Focus on Channel Consistency, Social Media, and Effortless and Personalized

Given the Kana customer base, current state priorities of agent knowledge, process driven, and channel convenience came as little surprise to the participants.  In fact, most workshop attendees have had More…