1) Larger companies tend to have more successful voice of the customer (VoC) initiatives compared to smaller companies.
2) It's important to understand who your customers are listening to and finding the most relevant sources of information before implementing VoC.
3) Executive sponsorship is critical for VoC success, with initiatives reporting directly to executives faring better than committees.
How We Did It: The Case of the Retail TweetersTeradata
BSI : Teradata is a fast-paced drama about a team of data warehousing and analytic specialists trained to solve business problems by examining data.
To watch BSI: Teradata Episode 2, visit our YouTube channel: http://www.youtube.com/watch?v=pVb8Dkd2mck
For more information on BSI, visit http://www.facebook.com/bsiTeradata
Attensity Customer Conversation White Paper Wp0509MaryBryan
This document discusses how companies can manage customer conversations in the digital age. The rise of social media has empowered consumers to share their opinions online, taking control of brands away from companies. To protect their brand equity, companies must understand both internal customer feedback and external conversations online. They can do this through tools that analyze customer data from various sources and enable action in response.
Screenshot of Attensity Respond 6.0, a new release of Attensity’s Respond application bringing social media to the contact center blog.attensity.com/?p=5582
Online product reviews have become a major influence on consumer purchasing decisions. Most consumers now research reviews online before making purchases. However, the vast number of reviews makes it difficult for companies to analyze. Opinion Insights uses advanced techniques to automatically analyze millions of reviews across thousands of websites to provide actionable competitive intelligence for companies. This includes identifying strengths, weaknesses, and sentiment trends to help companies improve products, increase customer satisfaction and gain market share.
Attensity360 is an important part of Attensity’s Customer Experience Management Suite.
It continuously monitors and analyzes social media conversations in review sites, blogs, forums (user forums, discussion forums, LinkedIn Answers, etc), Twitter, Facebook, YouTube videos, mainstream news and more.
In this slide deck, you will learn how to set up a topic group, set up topics, create reports, and create dashboards.
This January, we surveyed 60 CIOs, VPs and Directors of IT, BI, and Analytics about their BI agility. We were interested in learning how long it took them to get reports, what their backlogs looked like, and how many resources it took to build and revise enterprise reports. Here’s what we learned.
1) Larger companies tend to have more successful voice of the customer (VoC) initiatives compared to smaller companies.
2) It's important to understand who your customers are listening to and finding the most relevant sources of information before implementing VoC.
3) Executive sponsorship is critical for VoC success, with initiatives reporting directly to executives faring better than committees.
How We Did It: The Case of the Retail TweetersTeradata
BSI : Teradata is a fast-paced drama about a team of data warehousing and analytic specialists trained to solve business problems by examining data.
To watch BSI: Teradata Episode 2, visit our YouTube channel: http://www.youtube.com/watch?v=pVb8Dkd2mck
For more information on BSI, visit http://www.facebook.com/bsiTeradata
Attensity Customer Conversation White Paper Wp0509MaryBryan
This document discusses how companies can manage customer conversations in the digital age. The rise of social media has empowered consumers to share their opinions online, taking control of brands away from companies. To protect their brand equity, companies must understand both internal customer feedback and external conversations online. They can do this through tools that analyze customer data from various sources and enable action in response.
Screenshot of Attensity Respond 6.0, a new release of Attensity’s Respond application bringing social media to the contact center blog.attensity.com/?p=5582
Online product reviews have become a major influence on consumer purchasing decisions. Most consumers now research reviews online before making purchases. However, the vast number of reviews makes it difficult for companies to analyze. Opinion Insights uses advanced techniques to automatically analyze millions of reviews across thousands of websites to provide actionable competitive intelligence for companies. This includes identifying strengths, weaknesses, and sentiment trends to help companies improve products, increase customer satisfaction and gain market share.
Attensity360 is an important part of Attensity’s Customer Experience Management Suite.
It continuously monitors and analyzes social media conversations in review sites, blogs, forums (user forums, discussion forums, LinkedIn Answers, etc), Twitter, Facebook, YouTube videos, mainstream news and more.
In this slide deck, you will learn how to set up a topic group, set up topics, create reports, and create dashboards.
This January, we surveyed 60 CIOs, VPs and Directors of IT, BI, and Analytics about their BI agility. We were interested in learning how long it took them to get reports, what their backlogs looked like, and how many resources it took to build and revise enterprise reports. Here’s what we learned.
Attensity Media analysis of Oscars 2013 - social media volume pictured: Social media produced over 5 million messages from the beginning of the red carpet telecast to the announcement of the Best Picture winner. The largest spike occurred just after the announcement of the Best Picture award. http://blog.attensity.com/?p=5520
1. Social media engagement will become a joint effort between marketing and customer service teams, requiring expanded customer service teams to meet aggressive response time standards of 15 minutes or less around the clock.
2. Mobile social media usage will increase the need for real-time responses to customer issues beyond just digital interactions to address real-world experiences.
3. There will be a growing desire to standardize on a single social media tool to effectively monitor all channels, route communications, and report on key metrics.
Capgemini Social Media Management Attensity PresentationAttensity
Social media is all about creating a global network of real-time relationships with your business. In this complimentary webinar, Rohit Kapoor, Senior Director & Principal of Business Process Outsourcing at Capgemini, shares valuable insights, tools and strategies for using the latest developments in social media analytics and engagement.
Attensity & EMC Presents: Real-Time Social Media Analytics at EMCAttensity
EMC Corporation is a global leader in enabling businesses and service providers to transform their operations and deliver IT as a service. The company is on a social listening journey, with the goal of making social media engagement a part of the company’s core business processes. Join Keith Paul, Chief Listener at EMC, for this complimentary webinar to learn how the company is using social analytics solutions from Attensity to go beyond social monitoring to deliver detailed, real-time analysis of social customer conversations.
Accuracy Matters – Using Text Analytics to Drive the Cisco Customer ExperienceAttensity
Understand how business users at Cisco are using text analytics to derive highly accurate, detailed insights from unstructured customer conversation sources
Explore the ways Cisco uses text analytics to identify emerging opportunities and product/service issues that impact the entire organization
Discover how Cisco ties the customer experience to real metrics to gain business-critical customer experience insights
Real-World Challenges of Real-Time Social AnalyticsAttensity
In this 40 minute presentation, Attensity’s CTO, Ian Hersey, speaks about the challenges and critical benefits of real-time social media analytics. Real-world examples further illustrate the types of insights that natural-language-processing is capable of discovering.
Recorded at the 2012 Social Media Analytics Summit, some of the topics covered are:
- How people have become “human sensors” about all kinds of news
- The limitations of insights pulled from the Twitter stream
- The success of predictions based on social media data
- The application of natural language processing in social analytics
Catherine van Zuylen, Vice President of Global Product Management at Attensity talks about the future of text analytics at The Text Alalytics Summit West 2012
Capgemini Social Media Management PresentationAttensity
1) The document discusses social media engagement strategies for customer service and marketing. It outlines the importance of transparency and trust in building social media engagement.
2) Various social media engagement tactics are presented, including responding to customer issues, developing advocates, and measuring key metrics like sentiment.
3) The challenges of managing large amounts of social media data and identifying priority customer issues are discussed. A process for filtering noise and classifying conversations is proposed.
The webinar discussed how Attensity's Facebook analytics module allows companies to extract business insights from Facebook data. It demonstrated use cases of analyzing customer sentiment regarding marketing campaigns, mergers, and customer service for telecom companies. Attensity's solution offers drag-and-drop dashboards and reporting tools to easily analyze Facebook data and identify trends to improve brand management, customer retention, and marketing.
The Real Reasons Customers Churn PresentationAttensity
1) The webinar discussed how banks can analyze customer conversations to understand the real reasons for customer churn, as fees may not be the main driver. 2) Attensity's customer experience management platform can leverage both internal and external customer conversations across multiple channels at scale to provide analytics and actionable insights. 3) The demo showed how Attensity can categorize conversations, identify key issues, and provide alerts and reports to address customer satisfaction challenges in the banking industry.
Attensity Analyze 6.0 introduces new features for leveraging customer conversations as a business asset including over 100 out-of-the-box reports and dashboards, an improved ad-hoc exploration environment, advanced analytics, and portability enhancements. Key highlights include an ad hoc reporting wizard to easily create customized dashboards, over 350 installations worldwide, and new additions to Attensity's natural language processing capabilities like handling idioms and understanding new sub-concepts. The presentation provides an overview of Attensity Analyze 6.0 and instructions for ordering and migrating to the new version.
Attensity Media analysis of Oscars 2013 - social media volume pictured: Social media produced over 5 million messages from the beginning of the red carpet telecast to the announcement of the Best Picture winner. The largest spike occurred just after the announcement of the Best Picture award. http://blog.attensity.com/?p=5520
1. Social media engagement will become a joint effort between marketing and customer service teams, requiring expanded customer service teams to meet aggressive response time standards of 15 minutes or less around the clock.
2. Mobile social media usage will increase the need for real-time responses to customer issues beyond just digital interactions to address real-world experiences.
3. There will be a growing desire to standardize on a single social media tool to effectively monitor all channels, route communications, and report on key metrics.
Capgemini Social Media Management Attensity PresentationAttensity
Social media is all about creating a global network of real-time relationships with your business. In this complimentary webinar, Rohit Kapoor, Senior Director & Principal of Business Process Outsourcing at Capgemini, shares valuable insights, tools and strategies for using the latest developments in social media analytics and engagement.
Attensity & EMC Presents: Real-Time Social Media Analytics at EMCAttensity
EMC Corporation is a global leader in enabling businesses and service providers to transform their operations and deliver IT as a service. The company is on a social listening journey, with the goal of making social media engagement a part of the company’s core business processes. Join Keith Paul, Chief Listener at EMC, for this complimentary webinar to learn how the company is using social analytics solutions from Attensity to go beyond social monitoring to deliver detailed, real-time analysis of social customer conversations.
Accuracy Matters – Using Text Analytics to Drive the Cisco Customer ExperienceAttensity
Understand how business users at Cisco are using text analytics to derive highly accurate, detailed insights from unstructured customer conversation sources
Explore the ways Cisco uses text analytics to identify emerging opportunities and product/service issues that impact the entire organization
Discover how Cisco ties the customer experience to real metrics to gain business-critical customer experience insights
Real-World Challenges of Real-Time Social AnalyticsAttensity
In this 40 minute presentation, Attensity’s CTO, Ian Hersey, speaks about the challenges and critical benefits of real-time social media analytics. Real-world examples further illustrate the types of insights that natural-language-processing is capable of discovering.
Recorded at the 2012 Social Media Analytics Summit, some of the topics covered are:
- How people have become “human sensors” about all kinds of news
- The limitations of insights pulled from the Twitter stream
- The success of predictions based on social media data
- The application of natural language processing in social analytics
Catherine van Zuylen, Vice President of Global Product Management at Attensity talks about the future of text analytics at The Text Alalytics Summit West 2012
Capgemini Social Media Management PresentationAttensity
1) The document discusses social media engagement strategies for customer service and marketing. It outlines the importance of transparency and trust in building social media engagement.
2) Various social media engagement tactics are presented, including responding to customer issues, developing advocates, and measuring key metrics like sentiment.
3) The challenges of managing large amounts of social media data and identifying priority customer issues are discussed. A process for filtering noise and classifying conversations is proposed.
The webinar discussed how Attensity's Facebook analytics module allows companies to extract business insights from Facebook data. It demonstrated use cases of analyzing customer sentiment regarding marketing campaigns, mergers, and customer service for telecom companies. Attensity's solution offers drag-and-drop dashboards and reporting tools to easily analyze Facebook data and identify trends to improve brand management, customer retention, and marketing.
The Real Reasons Customers Churn PresentationAttensity
1) The webinar discussed how banks can analyze customer conversations to understand the real reasons for customer churn, as fees may not be the main driver. 2) Attensity's customer experience management platform can leverage both internal and external customer conversations across multiple channels at scale to provide analytics and actionable insights. 3) The demo showed how Attensity can categorize conversations, identify key issues, and provide alerts and reports to address customer satisfaction challenges in the banking industry.
Attensity Analyze 6.0 introduces new features for leveraging customer conversations as a business asset including over 100 out-of-the-box reports and dashboards, an improved ad-hoc exploration environment, advanced analytics, and portability enhancements. Key highlights include an ad hoc reporting wizard to easily create customized dashboards, over 350 installations worldwide, and new additions to Attensity's natural language processing capabilities like handling idioms and understanding new sub-concepts. The presentation provides an overview of Attensity Analyze 6.0 and instructions for ordering and migrating to the new version.
Attensity’s top 5 predictions for social media engagement trends in 2013 (part 1) | attensity blog
1. Attensity’s Top 5 Predictions for Social Media Engagement Trends in 2013 (Part 1) | Attensity Blog 12/20/12 10:08 AM
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screen_name=attensity) Emphasis on real-
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time, real-world engagement will be
prompted by mobile #socialmedia
More than ever before, consumers are Tweeting, Facebooking, and Google Plussing (well, maybe not so much of (http://twitter.com/search?
q=%23socialmedia) usage
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to share our top five predictions related to trends in social engagement in 2013. (http://t.co/xYuX8ekb) Our 2013
predictions. #scrm
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We’re sharing our first two predictions today, with the rest to be posted on Friday. 42 minutes ago
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1. Social media “ownership” will shift from being the exclusive domain of marketing to a joint partnership tweet_id=281812545327726592) · favorite
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between marketing and social care organizations. tweet_id=281812545327726592)
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Over the course of 2012, social media has moved from being a “broadcast” channel to being more about actual screen_name=attensity) What's in store for
customer engagement. More and more organizations are setting up Twitter handles and Facebook pages specifically #socialmedia (http://twitter.com/search?
q=%23socialmedia) engagement trends in
geared toward providing customer care via social channels. These “social care teams” are usually made up of a 2013? blog.attensity.com/?p=5276
company’s best and most knowledgeable customer service agents, who are able to act as multi-faceted “social ninjas” (http://t.co/xYuX8ekb) Our VP @catevz
(http://twitter.com/catevz) shares her top
to answer customers’ issues in a timely and friendly manner. predictions for the next year
yesterday
Due to this shift, we have seen more emphasis on incorporating traditional customer service best practices into the (https://twitter.com/attensity/status/28144304422453248
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another’s begins, and a desire to track ROI and agent productivity more closely. tweet_id=281443044224532480) · favorite
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We think 2013 will see an increasing recognition that social care is a 24/7 proposition, with a requirement to expand
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2. An emphasis on real-time, real-world engagement will be prompted by mobile social media usage. bestinbizawards.com/2012-winners-p…
(http://t.co/QuuQk8uN)
Consumers in 2012 looked to their mobile devices to share their customer service experiences more than ever before, 2 days ago
(https://twitter.com/attensity/status/28108399990291251
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staffing.
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major fast-food chain, requiring the same, swift response to this customer. 2013 will up the ante on the routing of Social Media Engagement Trends in
issues and response times, in order to affect these sorts of real-world interactions. 2013 (Part 1) (/?p=5276)
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