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Analytics News & Analysis

Q3/Q4 Planning: Top Marketing Technology, Social Business Conferences & Events (13-Aug-14)

Our industry event planner gives you the heads-up on what key industry events are coming around the corner. If we've missed something, don't hesitate to add your event to the list. (You can also view the full calendar here.)

You're Invited: Adobe and Razorfish Present Always-On Marketing

Join CMSWire and Adobe/Razorfish on August 26. In this one-hour webinar, learn how to become an AOM and why 80% of marketers fail.
 

> Register Now

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Why BI's Late Movers are Big Data's Early Adopters

Big Data, 2014-12-August-Leading-the-Band.jpgThe explosion in popularity of new business intelligence platforms and data warehouse technologies throughout the 1990s was well documented. But while companies in a broad range of industries including financial services, high-tech and retail were quick to embrace the newfound ability to analyze past business performance, most universities, hospitals and pharmaceutical companies remained quietly on the sidelines.

Two decades later, another major wave of technological innovation is sweeping over the IT landscape in the form of modern big data analytics solutions. Only this time, the script has been flipped.

Aimia Ups Its Customer Analytics Line With New Partnership

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Looking to strengthen its analytics capabilities, Aimia today announced it will invest in Fractal Analytics as part of a "long-term partnership."

The Montreal, Quebec-based loyalty management company said it hopes to augment its 4,300-person workforce with the "best in class" analytics team from Fractal, a 14-year-old company best known for its flagship product, Customer Genomics. Fractal has about 700 employees and plans to add another 300 by year end.

"This strategic partnership gives Aimia dedicated access to specialized and  scarce top talent as our global analytics business continues to grow," said Eric Monteiro, Aimia's chief strategy and analytics officer. "Fractal brings a mature and experienced team of sophisticated analytics professionals to meet the complex needs of our clients."

Adatao's Big Dreams for Big Data

Big Data, 2014-12-August-Soap-Bubble.jpgIf I had a dollar for every time I’ve written about a company that promises to deliver “big data for all” or “big data no data scientist required” or some variation thereof, I’d be rich.

OK, maybe not rich, but I could foot the bill for a pretty nice dinner.

Big promises and big ambitions aren’t a bad thing. After all, if technology vendors are hard at work trying to make data driven insights accessible to more people, then maybe everyone from medical researchers to retailers to school teachers will be able to leverage big data to make the world a better place, right?

Second Survey Finds Slipping Confidence in Tech Sales

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For months, the question asked softly around Silicon Valley has been: Is this another tech bubble?

With restaurants filled with well-paid tech workers and home prices soaring into the stratosphere, such doubts are usually shrugged off with a phrase that hasn't been heard much around the San Francisco Bay Area since the spring of 2000: "It's different this time."

Yes, it is different. Significantly, Silicon Valley giants, unlike the tiny start-ups of the dot-com era, are highly profitable, and some have billions of dollars in cash. However, the outlook for technology rests on a highly complex economic and geopolitical landscape, and that has been shaken recently by the potential for Russian intervention in Ukraine, the strikes by ISIS in Iraq, Israel's actions in Gaza and new fears about the debts of some European governments.

Since setting a new high a month ago, the tech-heavy Nasdaq Composite Index, like much of the broader market, has fallen back in choppy trading. And, in just the past week, two independent studies have found new signs of doubt that technology sales, while still growing, will reach levels expected when 2014 began.

Are You Following the Money in Digital Analytics?

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As someone who has been involved in digital — web — analytics since it was an early practice in 1996, I’ve always been acutely aware of the challenge of mapping metrics or analyses to real world measures such as revenue or cost savings.

And I’ve always contended that you need to think in these terms if you want the analysis of your digital channel to be relevant to your organizations.

I took this so far as to open my 2005 book, The Executive’s Guide to Web Site Measurement and Testing with this: Money makes the web-go-round.

How Vendors Learn to Play the Gartner Game

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We've never mastered the art of the crystal ball here at CMSWire. So don't expect us to tell you who will ultimately prevail in the newly filed lawsuit that pits NetScout Systems against the Gartner Group.

NetScout, a Westford, Mass.-based computer performance management provider, filed the lawsuit last week over allegations of "corporate defamation" arising out of the business research practices of Stamford-based Gartner.

NetScout doesn't like being called a "challenger" rather than "leader" in one of Gartner's Magic Quadrant industry reports — especially because it thinks its ranking is based, in part, by its unwillingness to "pay to play."

Magical thinking? Maybe. But this isn't the first time Gartner has been sued by one of the vendors it ranks, and there's no reason to expect it will be the last.

Vendor Sues Gartner Over Magic Quadrant 'Pay to Play' Model

customer experience, Vendor Lawsuit: Gartner's Magic Quadrant Is 'Pay to Play' ModelA computer performance management provider seeks monetary damages in a lawsuit filed this week against Gartner Inc. after the IT research giant named the vendor a "challenger" and not a "leader" in one of its Magic Quadrant industry reports.

NetScout Systems, based in Westford, Mass., filed the lawsuit in Connecticut Superior Court Tuesday under the Connecticut Unfair Trade Practices Act for "corporate defamation arising out of Gartner’s information technology research business practices."

"Gartner is not independent, objective or unbiased," NetScout claimed in its lawsuit, "and its business model is extortionate by its very nature. Its substantial success is due to the worst kept secret in the IT industry: Gartner has a 'pay-to-play' business model that by its design rewards Gartner clients who spend substantial sums on its various services by ranking them favorably in its influential Magic Quadrant research reports and punishes technology companies that choose not to spend substantial sums on Gartner services." 

NetScout reported in its lawsuit it has not paid Gartner for consulting services in the past five years.

What Customers Want from Contact Centers - and How to Deliver It

When speaking with a customer service agent on the phone, most customers want swift, accurate answers and a human experience. These are the findings of a new online survey conducted by Harris Poll on behalf of NICE.

According to the poll, 59 percent of respondents say they most value having issues resolved efficiently and correctly when contacting a company via phone. The poll also uncovered that 23 percent of customers would rather have a real conversation with a person rather than listening to an agent reciting a script.

Surprisingly, being put on hold and waiting to transfer to another representative were of significantly less importance, with 6 percent citing hold time as most important, and 3 percent citing transfers – as long as the customer received a quick, correct answer to their problem.

In short, the survey reveals that what customers really want from your contact center is excellent customer service – and they want it fast.

Social, Analytics and Smartphones Driving IT Spending Growth

While smartphones remain the top dogs in IT spending, the research firm IDC reports analytics, collaborative applications and data management will help drive stronger spending through the end of 2014.

The firm forecasts worldwide IT growth of 4.1 percent in US dollars. It notes that without smartphones, the number would be just 2.8 percent (in US dollars).

"Aside from smartphones, the strongest growth will come from software, including rapidly expanding markets such as data analytics, data management and collaborative applications including enterprise social networks," the firm noted.

Q3/Q4 Planning: Top Marketing Technology, Social Business Conferences & Events (6-Aug-14)

Our industry event planner gives you the heads-up on what key industry events are coming around the corner. If we've missed something, don't hesitate to add your event to the list. (You can also view the full calendar here.)

You're Invited: How to Personalize Website Content

Join CMSWire and Clickability on August 21. In this one-hour webinar, learn how to take effective steps to target content to individual website visitors.
 

> Register Now

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Big Data is Here: How About Actionable Insights? [Infographic]

By now everyone from your kid’s baseball coach to the Avon lady representative can give you an earful about how (big) data and analytics lead to better decisions. But if that’s the case, why are so many of us seeing so many lousy offers?

A few years ago we might have been able to argue that retailers, and other marketers, thought that big data was just a bunch of hype that didn’t actually lead to better returns. But we’ve come a long way since then.

IBM Focuses on 'Talent and Change'

Tools or no tools, we've been talking about people and talent being a hot commodity. IBM believes it has tools that can lead to the right people -- and keep those people happy

The Armonk, N.Y.-based software giant just released cloud-based software and a new "talent and change" consulting practice. IBM's goal is to help organizations use analytics and behavioral science to identify top talent.  

Part of the IBM Kenexa software offering, it is delivered through the IBM Smarter Workforce initiative.

"The offering bundles bring together new and existing software and services from across IBM's Smarter Workforce portfolio including our social collaboration, analytics, workforce science, digital experience, consulting and of course Kenexa's talent assessment and recruitment capabilities," said Zahir Ladhani, ‎IBM's vice president of its Smarter Workforce. "Delivered through the cloud and supported by the new Talent and Change consulting practice, they're designed to make it faster and easier for clients to implement and scale workforce solutions across the organization."

Salesforce Adds Mapping and Data Features to Journey Builder

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Salesforce announced plans for a new drag-and-drop mapping option to Journey Builder today, one of several new features that should make the tool more user friendly for marketers.

The new tool gives users a canvas that they can use to map the customer journey across channels such as social media, web, mobile and desktop devices.

Salesforce also added a Journey Triggers function based on predictive analytics that can automatically send special offers and other content based on shifts in customer behavior. The idea is to nudge consumers back onto the purchase path if they abandon a shopping cart, leave a web page or indicate a change in product affinity.

Getting Big Data Smart with Nara Logics, Solix, Actian

“Big Data” and “Small Returns” are two labels you won’t find together in marketing literature all that often. But the reality is that’s exactly what many companies are finding as they venture onto the pastures of computing’s third platform.

The role of technology companies -- when they're not innovating -- is to make their clients’ journeys less painful and more valuable. We’re spotlighting three very different companies, Solix, Nara Logics and Actian, that seem to be rising to that challenge.

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