Entries by Walter Adamson

How next-gen Customer Experience will be driven by AI and Digital Transformation

We’re moving into a more holistic digital transformation era, which requires the threads of data, data analytics, and artificial intelligence to be strung together. And all these threads need to be focused on delivering a transformative customer experience which attracts, converts and retains customers. Current “digital transformation” is at the edge “Digital transformation” initiatives at […]

How To Get Social Insights Across The Enterprise

Right now the biggest demand from executives responsible for customer insights is how to collect social data and embed that social data in decision making across the enterprise. How do we enhance customer support with social insights embedded into customer data? How do we design and implement better customer experiences using embedded customer social insights? […]

Are you unwittingly heading your company into a Cambridge Analytica data privacy Armageddon?

Providing enterprise-value social media listening and insights is expensive for vendors of such products. Some cut corners, in the pursuit of lower costs, by resorting to “alternative” methods of social data acquisition. If your company uses such products, and you use this data, you have nowhere to hide should this be exposed. You have more […]

Effective customer experience requires integrated data-driven social strategies

There is no doubt that the biggest trend that we are seeing among our customers and prospects is the desire to manage social media more effectively. This means more efficiently and effectively internally, and more effectively in being able to build audiences and target customers with the more relevant information which enhances the customer experience. […]

Ending disjointed social data and disparate processes – enterprise social platforms

Software continues to evolve from point solutions into integrated suites. From the early days of SAP or Oracle or Salesforce they have acquired and extended their reach into further and further corners of their original domain whether that be CRM or ERP for example. They now offer integrated suites, or platforms. Social software is inevitably […]