Analytics Driving Customer Experience
By Mike.Hallett-Oracle on Mar 14, 2013
“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:
- Oracle Social Engagement & Monitoring Cloud Service
- Oracle Customer Experience
- Oracle Real-Time Decisions
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.