Omnichannel – Myth, Reality or Utopia?
Omnichannel – is it a Myth, Reality or Utopia? Over the past 20 or so years the way products and services get sold and customer service as well as marketing get delivered changed dramatically. Gone are the times where a potential customer was addressed via a radio- or TV-spot or an ad printed in a newspaper, advertising mail in the mailbox … – well, it still happens, but the focus shifted dramatically. We started off from one single ‘channel’ – customer goes to the store and interacts with a person – and added an ever increasing number of additional ones, like the ones mentioned, plus many more. For retail businesses the store will not go away. Generally spoken, human interaction will stay important, probably increase in importance; human customer service will not vanish – but is likely to change … please hold this thought. In today’s omnichannel world we also have telephone, e-mail, web-delivered ads, mobile apps, branded and white-label communities, social media like Facebook, Instagram, Twitter, etc., knowledge bases in combination with self-service, chat, messenger applications like WhatsApp, FB Messenger, Snapchat, iMessage; chat supported by ‘machine intelligence’, exposed via so called chatbots, and what not. The list could virtually go on and on. This is all supported by and implemented on a platform that leverages integrated applications, which work on a joint, or at least consistent data model – with clean data – utilizing strong real-time analytics capabilities that powers both, customer segmentation and knowledge categorization for efficient search. And it delivers a great customer experience. In Real Life Uhhm, I am just awaking from my dream …...
Customer Experience – It is all in the Data. Really?
A while after my earlier discussion with Abinash Tripathy from Helpshift about the value for customer experience of bots in customer support he contacted me with some exciting news about what he and his team are doing now. Believe me, it is interesting – but read for yourself. Our conversation, of course, led on to another vivid discussion about things to come and things that in our opinions should come. The bottom line is that we live in a data driven, always on, real-time world, where prediction of events or the ability to suggest an action is becoming increasingly a differentiator … be it in a B2B- or a B2C world. Think of Rolls-Royce selling uptime of their engines, entire airplanes nearly continuously sending telemetry data “home”, or the massive amount of data that a Formula 1 car continually sends in order for the team to take proper real-time decisions. Any car already collects a lot of data – it just needs to get connected to allow for prediction of maintenance to prevent failures. Or think of entire power grids that are already instrumented in a way that allows the operator to predict a failure several days in advance, so that the affected element can get fixed before it fails. It is all in the data? The secret is in having the data. And in the algorithms, be they event- and rule based, or more sophisticated and using machine- or deep learning. Neither data nor algorithms alone are the goal. Because what is needed is actionable insight. Actionable insight emerges only if the right algorithms are applied to the...
Is a Twitter acquisition pending? A Snap Analysis
Back in June most of us got surprised by the news that Microsoft has acquired LinkedIn. Neither of us deemed this a bad move from a company point of view. There ae just too many potential synergies between MS Dynamics CRM, Office365, Azure on one side and LinkedIn, as the leading business network on the other. At that time many of us, including myself, were musing about when Twitter will be acquired, and by who. #MSFT acquired #LinkedIn – Twitter now the last source of global personal #data. Is it up for grabs? Who would buy? #AAPL? #Google? — Thomas Wieberneit (@twieberneit) June 16, 2016 thinking of it – @SAP might find Twitter a good match, looking at their recent offerings #bigdata #AI #analytics https://t.co/sgUpcLgRBK — Thomas Wieberneit (@twieberneit) June 16, 2016 My initial guesses have been Apple or Google, then suggesting SAP to have a look into it. Thinking of it I could have added Oracle, IBM and Salesforce or media companies including telcos into the mix. In brief, a lot of companies should be interested in the treasure pit of data, behavioral data, that Twitter holds. Why? There are multiple reasons. Twitter is the last remaining independent social media outside Facebook and the big Chinese ones that the big western companies will not get access to; Tencent, Alibaba, Momo, etc. are rather buying it themselves than being for sale (to a western company), Facebook doesn’t need to. Twitter has a profitability and growth challenge, but an interesting technology and, importantly, is a great source of real time information about a lot of topics, from business to consumer....