Thursday Mar 14, 2013

Analytics Driving Customer Experience

“Customer Experience” is the other (hype) term I keep hearing everywhere these days, so here are just a few pointers to some of the interesting stuff Oracle is doing in this area and how it relates to our world of analytics.

It seems as if everyone is talking about the critical nature of measuring the effectiveness and return-on-investment of social media. Brands need to know exactly which specific data is available from Facebook, and all the other the other “social” media out there on the internet, how it can be used, and what it can deliver. So here is a short but sweet article on How Brands Can Optimize Social Strategies with Analytics.

“If you have 100,000 fans but all you know about them is that they appear to like your brand, you might be in trouble. Extracting data out of your social media efforts and analyzing it helps you pin down who cares about your brand, how they are interacting with your brand through Facebook, and how to get fans to not just like but love your brand. Analytics is the way to understand what drives your fans so they can move from passive likes to active engagement.”

Oracle acquired Vitrue in 2012 and this has injected a strong component into our overall CX (Customer Experience) story, e.g. see for example:

And then we have Endeca Discovery, which also plays in this world, and adds even more value by letting you combine this “Social” data and text from external sources (such as from DataSift), with any information internally sourced from within an organisation (e.g. from ERP, CRM and other systems). This combining of both internal and external data is where Endeca’s unique model-free analytics and text linking capabilities work their magic to deliver such powerful insights to Marketing, Sales, and Service professionals.

BI&EPM in Focus March 2013

EPM/BI Oracle News

Reminder: For your diary - the 2013 EMEA BI&EPM Partner Forum is scheduled to take place in Milan from Tuesday 11/06/2013 through to Friday 14/06/2013 (4 days).

Customers

Enterprise Performance Management

  • Oracle is Leader in the recently published Gartner Magic Quadrant for Corporate Performance Management Suites 2013

  • EPM Channel Magazine: EPM View Interviews John O'Rourke on the Future of EPM (link)

  • Support Webcast - Mar 21, 27: EPM Log Hide and Seek (with generic Oracle tools) (link)

  • Mar 26: Best Practices for Your Oracle EPM Road Map: Building Your 3 Year Plan (interrel) (link)

  • New Video: Transforming a day in the life of a CFO (link)

  • Whitepaper: Oracle Hyperion Project Financial Planning: Aligning Financial and Project Plans (link)

  • EPM blog: Bridging the Gap between Project Mgmt and the CFO Office (link)

  • Support Patching & Maintenance Advisor: Enterprise Performance Management (EPM) 11.1.2.x (link)

Business  Intelligence

  • Mar 20: Solve the Mystery of Employee Sentiment (link)

  • UK Oracle User Group Attends Oracle Business Analytics Summit

  • Webcast Replay: “Unlock the Value of ERP Data and Report with Confidence” featuring special guest speakers from B/E Aerospace and Perficient (link)

  • Whitepaper: Getting Real About Big Data: Build Versus Buy (link)

  • Do you want to learn how you can manage your business smarter and faster with the Oracle Exalytics In-Memory Machine?  Read the Oracle Exalytics - Analytics without Limits? interactive eBook now (link)

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