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Leverage customer opinion with social analytics

‎05-13-2013 01:13 PM - edited ‎09-30-2015 06:56 AM


By Anne Harding, HP ES Marketing


Social media conversations affect your enterprise in countless ways, but capturing that data is a challenge. The secret is not just listening in, but also converting the Big Data to 1:1 customer analytics and applying it to customer experience operations for better understanding of and engagement with customers.


Your customers are talking about you. Every day, they’re sharing opinions and comments with their friends through social media, product review sites, chat rooms, surveys, and hundreds of millions of blogs. It’s a wealth of information that could position you to engage customers in context, quickly respond to market opportunity, and stay a step ahead of the competition.


The challenge is that all this valuable insight is human information—created by people doing everything from texting and tweeting to generating audio and video. For the most part, it’s made up of ideas, which can’t be placed into character-string matching databases or spreadsheets the way traditional data can.


“It’s more than just getting a handle on the volume and velocity of Big Data,” says customer engagement expert Dennis DeGregor, Worldwide Enterprise Customer Services Executive for HP. “It’s implementing clever analytics and technology–enabled processes that convert those abstract, unstructured data patterns. This turns information from the social sphere into actionable 1:1 customer treatments across service, sales and marketing, call centers, and self-service channels.”


In his session, What Social and Mobile Experience is Your Company Delivering? (BB3292), Dennis will discuss how operational social CRM can improve communications, understanding, and engagement with customers by integrating social media with traditional contact center channels and leveraging analytics to sift through Big Data. The session will also cover the ways “B-SMAC” capabilities—Big Data, Social, Mobility, Analytics, and Cloud—can be integrated into the contact center for a next generation customer experience.


hyperlinks.pngSession IDBB3292 | What Social and Mobile Experience is Your Company Delivering?

Date – 12 June 2013 | Time – 1:30-2:30 PM | Location – San Polo 3406


“It’s all part of the journey of building a better enterprise,” says Dennis. “But it goes beyond implementing the right application, though you certainly need that. The underlying complexity of these IT strategies will demand a set of information approaches, architectures, and business science disciplines like nothing we have seen in the past two decades. And, most importantly, the nexus of Big Data, social, mobile analytics and cloud technology capabilities must be integrated at the customer touchpoints for maximum business lift.”


“HP helps our clients with this integration challenge every day,” he says. “We want to advance the way you use technology to stay ahead of the curve. And make the most of all available data.”



Strategic discussion areas:

  • Capturing the data opportunity within social media
  • Converting Big Data to small, useful data by applying analytics
  • Doing it instantly so information supports real-time activities and enterprise decisions to solidify the relationship with post sales and support services, communications about the brand, rewards programs and more.




Dennis DeGregor, Worldwide Customer Executive for HP


Dennis is known in the industry as an innovator in customer engagement management and a recognized thought leader on social-centric and next generation development and deployment. His work in producing superior customer metrics has been the subject of case studies in Gartner publications, The Harvard Business Review, and Computerworld Magazine. Dennis is the recipient of the Smithsonian Institute Time Capsule Award for customer-centric innovation and is the author of the breakthrough book The Customer-Transparent Enterprise. He is currently the Worldwide Customer Executive for HP with oversight of global multi-channel operations including 114 contact centers in 34 countries supporting 30,000 agents and 51 languages.


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