The document discusses using customer feedback to drive business actions. It recommends companies both lead conversations to understand customer experiences and follow online conversations to identify trends. Text analytics can help summarize large amounts of feedback data. Location-specific feedback is important for improving individual customer experiences. Companies need to take concrete actions at the local level to resolve issues identified from feedback.
This is the UK version of presentation for the Re-Imagining Customer Feedback to Drive Action” webinar. To view full webinar, please visit http://cem.empathica.com/Emp3rdPartyFeedbackWebinar. Explore the challenges operators are facing today and discuss how looking at the customer experience through a “social” lens may help you to see the big picture of feedback.
In this session you will learn:
How surveys and social media can drive great experiences
How an end-to-end view of all customer feedback can uncover systematic issues and trends
How focusing on key improvements and tailored actions can build new habits in your stores
To learn more about Customer Experience Management:
Product and services page http://www.empathica.com/products-services/
Resource center http://www.empathica.com/resources/
Blog http://www.empathica.com/blog/
Consumer insights reports http://www.empathica.com/consumer-insights/
Industry-specific expertise http://www.empathica.com/industries/
Connect with us:
Twitter http://twitter.com/EmpathicaCEM
Facebook http://www.facebook.com/EmpathicaCEM
LinkedIn http://www.linkedin.com/company/empathica
Optism Presentation IIR Mobile Marketing Conference - How Permission Mobile M...Optism
How Permission Mobile Marketing Powers Brand Engagement Presentation by Javier Maysonet, Director of Business Development, Alcatel-Lucent on March 20, 2012 in Miami, FL. Mobile marketing campaigns allow the opportunity for a high level of brand engagement.
This is the UK version of presentation for the Re-Imagining Customer Feedback to Drive Action” webinar. To view full webinar, please visit http://cem.empathica.com/Emp3rdPartyFeedbackWebinar. Explore the challenges operators are facing today and discuss how looking at the customer experience through a “social” lens may help you to see the big picture of feedback.
In this session you will learn:
How surveys and social media can drive great experiences
How an end-to-end view of all customer feedback can uncover systematic issues and trends
How focusing on key improvements and tailored actions can build new habits in your stores
To learn more about Customer Experience Management:
Product and services page http://www.empathica.com/products-services/
Resource center http://www.empathica.com/resources/
Blog http://www.empathica.com/blog/
Consumer insights reports http://www.empathica.com/consumer-insights/
Industry-specific expertise http://www.empathica.com/industries/
Connect with us:
Twitter http://twitter.com/EmpathicaCEM
Facebook http://www.facebook.com/EmpathicaCEM
LinkedIn http://www.linkedin.com/company/empathica
Optism Presentation IIR Mobile Marketing Conference - How Permission Mobile M...Optism
How Permission Mobile Marketing Powers Brand Engagement Presentation by Javier Maysonet, Director of Business Development, Alcatel-Lucent on March 20, 2012 in Miami, FL. Mobile marketing campaigns allow the opportunity for a high level of brand engagement.
Communicating The Value Proposition For New Products And Startups, Key Elemen...Phil Hendrix
Outlines 10 key elements that should be included in communicating the value proposition for new products and startups. Describes how incomplete, partial descriptions lead to overly optimistic estimates of market potential.
Dr. Phil Hendrix, immr
Development of a Business Model for the Implementation of a Sustainable Point...the nciia
The lack of clean water remains a critical public health challenge throughout the developing world, and developing viable, sustainable programs is part of this challenge. This presentation describes a business model that was developed in partnership with a Dominican Republic NGO through a NCIIA Sustainable Vision grant. The program incorporates elements of health promotion, social marketing, microfinance and local entrepreneurship to help the rural poor purchase point-of-use water filters. The presenters will share their experiences and lessons learned.
Throughout the modern world the customer service and contact centre environment is undergoing dramatic change. Against the backdrop of the strategic realisation that the Customer Experience has come to the fore and reached the top of the boardroom agenda, several major global and regional trends have emerged. In a two hour seminar session, internationally recognised industry analyst and contact centre consultant Rod Jones will outline the current South African contact centre industry and will paint a picture of the impact that global trends and how these have and will impact on the local industry.
GENBAND A2 Inteligent Messaging is tightly integrated into the GENBAND A2 Unified Communcations applications across desktop, IP phones, and mobile platform offering.
White paper - Reinventing the customer lifecyclePaul Kennedy
This paper by Paul Kennedy at Callcredit explores how adopting a defined programme of ongoing customer communications - rather than taking a product-led, campaign-by-campaign approach - can drive better customer engagement, improve retention rates and increase revenue flows
At the Voxeo Customer Summit 2010, Tobias Göbel explained the power of personalization in customer communication and how Voxeo's VoiceObjects environment can allow you to rapidly create personalized communication systems.
More information at:
http://www.voxeo.com/
http://www.voxeo.com/summit2010
Get social Do Business jeannemurray UN Women Natl ConfJeanne Murray
Presentation for: United Nations Women United States National Committee , annual conference.
Get Social, Do Business: Social networking helps people connect, share information, and collaborate more effectively. At IBM and other "social businesses", organizations have the ability to build relationships, service customers, and drive innovation faster than competitors. In this session you'll learn elements of a successful social business strategy: how you can apply social to your business.
Social Customer Service Lessons LearnedAndrew Maher
Delivered at the Call Center World in Berlin in February 2012. This is a collection of experiences made by myself and colleagues during the last 18 months while working with clients attempting to blend their social interactions with their customer service teams.
Communicating The Value Proposition For New Products And Startups, Key Elemen...Phil Hendrix
Outlines 10 key elements that should be included in communicating the value proposition for new products and startups. Describes how incomplete, partial descriptions lead to overly optimistic estimates of market potential.
Dr. Phil Hendrix, immr
Development of a Business Model for the Implementation of a Sustainable Point...the nciia
The lack of clean water remains a critical public health challenge throughout the developing world, and developing viable, sustainable programs is part of this challenge. This presentation describes a business model that was developed in partnership with a Dominican Republic NGO through a NCIIA Sustainable Vision grant. The program incorporates elements of health promotion, social marketing, microfinance and local entrepreneurship to help the rural poor purchase point-of-use water filters. The presenters will share their experiences and lessons learned.
Throughout the modern world the customer service and contact centre environment is undergoing dramatic change. Against the backdrop of the strategic realisation that the Customer Experience has come to the fore and reached the top of the boardroom agenda, several major global and regional trends have emerged. In a two hour seminar session, internationally recognised industry analyst and contact centre consultant Rod Jones will outline the current South African contact centre industry and will paint a picture of the impact that global trends and how these have and will impact on the local industry.
GENBAND A2 Inteligent Messaging is tightly integrated into the GENBAND A2 Unified Communcations applications across desktop, IP phones, and mobile platform offering.
White paper - Reinventing the customer lifecyclePaul Kennedy
This paper by Paul Kennedy at Callcredit explores how adopting a defined programme of ongoing customer communications - rather than taking a product-led, campaign-by-campaign approach - can drive better customer engagement, improve retention rates and increase revenue flows
At the Voxeo Customer Summit 2010, Tobias Göbel explained the power of personalization in customer communication and how Voxeo's VoiceObjects environment can allow you to rapidly create personalized communication systems.
More information at:
http://www.voxeo.com/
http://www.voxeo.com/summit2010
Get social Do Business jeannemurray UN Women Natl ConfJeanne Murray
Presentation for: United Nations Women United States National Committee , annual conference.
Get Social, Do Business: Social networking helps people connect, share information, and collaborate more effectively. At IBM and other "social businesses", organizations have the ability to build relationships, service customers, and drive innovation faster than competitors. In this session you'll learn elements of a successful social business strategy: how you can apply social to your business.
Social Customer Service Lessons LearnedAndrew Maher
Delivered at the Call Center World in Berlin in February 2012. This is a collection of experiences made by myself and colleagues during the last 18 months while working with clients attempting to blend their social interactions with their customer service teams.
1) Henry Ford's impact on the auto industry
2) Rivera Frescoes at the Detroit Institute of Art representing the auto industry of the period.
3) Frescoes were sponsored by the Ford family.
Enhancing monetisation potential from mobile location services: The case for ...Merlien Institute
Presented by Stanley Kee, Managing Director SEA, Gfk
at Market Research in the Mobile World Asia-Pacific
30-31 January 2013, Kuala Lumpur, Malaysia
This event is proudly organised by Merlien Institute
Check out our upcoming events by visiting http://www.mrmw.net
Purposeful Mobile: Thoughts on Mobile Research - ConfirmitMerlien Institute
Presented by Dave King, Executive Vice Preseident, Mobile Solutions - Confirmit
at Market Research in the Mobile World Asia-Pacific
30-31 January 2013, Kuala Lumpur, Malaysia
This event is proudly organised by Merlien Institute
Check out our upcoming events by visiting http://www.mrmw.net
What does social networking really mean for your company and your brand? If themessages your customers hear about you come mostly from you, then advertisingrules. But now that customers communicate with each other, more and more, it'sthe customer experience that counts. As transparency has become inevitable andcomplete, and all our customers can know essentially everything about all productofferings and pricing, how do we compete?
Customer operations In Utilities Conference 2013 - Delivering the next genera...Seb Reeve
Delivering the next generation service experience… today
x Learning from Financial Services and Communicating with 21st Century customers
x Intelligent systems to provide precise outcomes whilst making the customer experience effortless and natural
x Case studies from utilities and other sectors: insight into leading-edge customer solutions being deployed in the real-world today
x Providing a pragmatic balance between differentiation and cost efficiencies
http://marketforce.eu.com/events/energy/customer-operations-in-utilities
How to Improve E-commerce Revenue Through Improved usability and User ExperienceThe Internet Show ME 2011
Presentation on online usability and user experience and how to untalize this to enhance your e-commerce revenue.
For more information on this presentations visit The Internet Show ME 2011: http://www.terrapinn.com/exhibition/internet-show-middle-east/
Consumers engage more with retailers and brands that they trust. In this third of four presentations, you will learn what trust features you can add to your Social Commerce experience that will increase your conversion rates and your average order value.
EBriks Infotech an Inbound Marketing agency which provides User Experience and Interface design services which promises to bring the best sales conversions
In order to deliver an exceptional member experience, one that truly drives loyalty, credit unions must understand the experiences they are delivering today. Experiences are made up of big and small moments. They happen before the member even walks into the branch and continue long after the member leaves. In this 2011 NAFCU Annual Conference session you will understand what member experience is and how it drives loyalty. Plus, learn ways to immediately improve the member experience at your credit union.
Presented by Martie Woods, Chief Experience Officer, Deluxe Corporation
More info at http://www.nafcu.org/deluxe
Winning the zero moment of truth with word of mouthJason Dea
Today's consumers are bombarded with more advertising noise than ever before.
Increasingly it's they who are in control of which brands they do business with, not advertisers. Welcome to the zero moment of truth.
Make sure you're business wins that battle with great word of mouth.
Forewards customer referral programs for ecommerceJason Dea
Are you spending your marketing dollars on the most efficient channel of them all? Customer referrals, word of mouth, and advocate marketing programs have proven to be the most efficient and the most effective ways for businesses of all sizes to scale and grow. Forewards makes setting up a refer a friend program simple and effective for even the most resource strapped organizations.
Turn Your Passion Into a Business with ForewardsJason Dea
Referral marketing is the oldest trick in the book. Learn how to tap into the huge opportunity for growth through word of mouth online with Forewards referral marketing software.
Engaging millenials for financial servicesJason Dea
Webinar sponsored by Empathica discussing how the financial services industry can leverage great experiences to better engage with the Millennial generation
Find a great Infographic summary of some of the research here http://forewardsapp.com/blog/influence-millenials-drive-customer-referrals/
Elevating Tactical DDD Patterns Through Object CalisthenicsDorra BARTAGUIZ
After immersing yourself in the blue book and its red counterpart, attending DDD-focused conferences, and applying tactical patterns, you're left with a crucial question: How do I ensure my design is effective? Tactical patterns within Domain-Driven Design (DDD) serve as guiding principles for creating clear and manageable domain models. However, achieving success with these patterns requires additional guidance. Interestingly, we've observed that a set of constraints initially designed for training purposes remarkably aligns with effective pattern implementation, offering a more ‘mechanical’ approach. Let's explore together how Object Calisthenics can elevate the design of your tactical DDD patterns, offering concrete help for those venturing into DDD for the first time!
Dev Dives: Train smarter, not harder – active learning and UiPath LLMs for do...UiPathCommunity
💥 Speed, accuracy, and scaling – discover the superpowers of GenAI in action with UiPath Document Understanding and Communications Mining™:
See how to accelerate model training and optimize model performance with active learning
Learn about the latest enhancements to out-of-the-box document processing – with little to no training required
Get an exclusive demo of the new family of UiPath LLMs – GenAI models specialized for processing different types of documents and messages
This is a hands-on session specifically designed for automation developers and AI enthusiasts seeking to enhance their knowledge in leveraging the latest intelligent document processing capabilities offered by UiPath.
Speakers:
👨🏫 Andras Palfi, Senior Product Manager, UiPath
👩🏫 Lenka Dulovicova, Product Program Manager, UiPath
Software Delivery At the Speed of AI: Inflectra Invests In AI-Powered QualityInflectra
In this insightful webinar, Inflectra explores how artificial intelligence (AI) is transforming software development and testing. Discover how AI-powered tools are revolutionizing every stage of the software development lifecycle (SDLC), from design and prototyping to testing, deployment, and monitoring.
Learn about:
• The Future of Testing: How AI is shifting testing towards verification, analysis, and higher-level skills, while reducing repetitive tasks.
• Test Automation: How AI-powered test case generation, optimization, and self-healing tests are making testing more efficient and effective.
• Visual Testing: Explore the emerging capabilities of AI in visual testing and how it's set to revolutionize UI verification.
• Inflectra's AI Solutions: See demonstrations of Inflectra's cutting-edge AI tools like the ChatGPT plugin and Azure Open AI platform, designed to streamline your testing process.
Whether you're a developer, tester, or QA professional, this webinar will give you valuable insights into how AI is shaping the future of software delivery.
Slack (or Teams) Automation for Bonterra Impact Management (fka Social Soluti...Jeffrey Haguewood
Sidekick Solutions uses Bonterra Impact Management (fka Social Solutions Apricot) and automation solutions to integrate data for business workflows.
We believe integration and automation are essential to user experience and the promise of efficient work through technology. Automation is the critical ingredient to realizing that full vision. We develop integration products and services for Bonterra Case Management software to support the deployment of automations for a variety of use cases.
This video focuses on the notifications, alerts, and approval requests using Slack for Bonterra Impact Management. The solutions covered in this webinar can also be deployed for Microsoft Teams.
Interested in deploying notification automations for Bonterra Impact Management? Contact us at sales@sidekicksolutionsllc.com to discuss next steps.
Neuro-symbolic is not enough, we need neuro-*semantic*Frank van Harmelen
Neuro-symbolic (NeSy) AI is on the rise. However, simply machine learning on just any symbolic structure is not sufficient to really harvest the gains of NeSy. These will only be gained when the symbolic structures have an actual semantics. I give an operational definition of semantics as “predictable inference”.
All of this illustrated with link prediction over knowledge graphs, but the argument is general.
Builder.ai Founder Sachin Dev Duggal's Strategic Approach to Create an Innova...Ramesh Iyer
In today's fast-changing business world, Companies that adapt and embrace new ideas often need help to keep up with the competition. However, fostering a culture of innovation takes much work. It takes vision, leadership and willingness to take risks in the right proportion. Sachin Dev Duggal, co-founder of Builder.ai, has perfected the art of this balance, creating a company culture where creativity and growth are nurtured at each stage.
Kubernetes & AI - Beauty and the Beast !?! @KCD Istanbul 2024Tobias Schneck
As AI technology is pushing into IT I was wondering myself, as an “infrastructure container kubernetes guy”, how get this fancy AI technology get managed from an infrastructure operational view? Is it possible to apply our lovely cloud native principals as well? What benefit’s both technologies could bring to each other?
Let me take this questions and provide you a short journey through existing deployment models and use cases for AI software. On practical examples, we discuss what cloud/on-premise strategy we may need for applying it to our own infrastructure to get it to work from an enterprise perspective. I want to give an overview about infrastructure requirements and technologies, what could be beneficial or limiting your AI use cases in an enterprise environment. An interactive Demo will give you some insides, what approaches I got already working for real.
The Art of the Pitch: WordPress Relationships and SalesLaura Byrne
Clients don’t know what they don’t know. What web solutions are right for them? How does WordPress come into the picture? How do you make sure you understand scope and timeline? What do you do if sometime changes?
All these questions and more will be explored as we talk about matching clients’ needs with what your agency offers without pulling teeth or pulling your hair out. Practical tips, and strategies for successful relationship building that leads to closing the deal.
JMeter webinar - integration with InfluxDB and GrafanaRTTS
Watch this recorded webinar about real-time monitoring of application performance. See how to integrate Apache JMeter, the open-source leader in performance testing, with InfluxDB, the open-source time-series database, and Grafana, the open-source analytics and visualization application.
In this webinar, we will review the benefits of leveraging InfluxDB and Grafana when executing load tests and demonstrate how these tools are used to visualize performance metrics.
Length: 30 minutes
Session Overview
-------------------------------------------
During this webinar, we will cover the following topics while demonstrating the integrations of JMeter, InfluxDB and Grafana:
- What out-of-the-box solutions are available for real-time monitoring JMeter tests?
- What are the benefits of integrating InfluxDB and Grafana into the load testing stack?
- Which features are provided by Grafana?
- Demonstration of InfluxDB and Grafana using a practice web application
To view the webinar recording, go to:
https://www.rttsweb.com/jmeter-integration-webinar
GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using Deplo...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
Transcript: Selling digital books in 2024: Insights from industry leaders - T...BookNet Canada
The publishing industry has been selling digital audiobooks and ebooks for over a decade and has found its groove. What’s changed? What has stayed the same? Where do we go from here? Join a group of leading sales peers from across the industry for a conversation about the lessons learned since the popularization of digital books, best practices, digital book supply chain management, and more.
Link to video recording: https://bnctechforum.ca/sessions/selling-digital-books-in-2024-insights-from-industry-leaders/
Presented by BookNet Canada on May 28, 2024, with support from the Department of Canadian Heritage.
1. Re-Imagining Customer Feedback to
Drive Action
3rd Party Feedback and Text Analytics
Lee Kennedy
VP, Products
lkennedy@empathica.com
March 19, 2013
1
39. Sales (North America)
1-888-633-1633
sales@empathica.com
Sales (UK)
+44 (0) 121-632-2240
contactuk@empathica.com
Thank You
On Our Website
www.empathica.com/3rd-party-feedback
39
39
Editor's Notes
Social media and social review sites are growing at a rapid pace. Everybody knows about the growth of Facebook with over 1 Billion reported active users, likewise the other big player in social media, Twitter has also surpassed the 500 Million user mark.Forma social review perspective the landscape is equally impressive. Yelp currently has a database of over 30 Million reviews, and TripADvisor has over 50 Million reviews in their database.That’s a huge pool of potential consumer insights. The challenge is finding those needles of insights for your brand in the haystack of reviews.Not to forget the vast amount of data out there on brands in customer surveys and in the media.
This feedback and commentary being generated in social media isn’t just presenting restaurant owners with a challenge, but this activity is actually driving and changing customer behavior.Results of Empathica’s consumer insights research prove this. With 3 out of 4 respondents indicating that social media comments and reviews were influencing their restaurant dining decisions.Perhaps more interesting half of the respondents indicated that social media was their source for discovering and trying new brands.
So let’s try to make sense of this all by putting not only social media, but all your customer feedback into the right context.These days this social feedback along with existing more traditional sources of feedback such as customer surveys or even traditional PR and marketing activity seems to have created an almost endless pool of data for restaurant brands to keep track of.
At the bottom left hand side of this spectrum we have survey feedback. This is the kind of feedback that should be most familiar to any of you out there who have a guest experience program. This feedback includes scored survey responses along with open ended comments. This feedback is not only highly structured but can also be solicited in a fashion that is highly location specific.As we move across the spectrum of feedback, at the top right hand corner is highly unstructured and general feedback. This could include things like PR mentions on sites such as CNN or BBC.In the middle sits the type of feedback that we’re focusing on in today‘s session. This would be feedback and mentions on social media and social review sites. Some social media recommendations can make mention of a location name, or city. In the case of social review sites, these pieces of data are a requirement along with the added structure of a rank or score which often accompanies a completely unstructured free from review.
At the bottom left hand side of this spectrum we have survey feedback. This is the kind of feedback that should be most familiar to any of you out there who have a guest experience program. This feedback includes scored survey responses along with open ended comments. This feedback is not only highly structured but can also be solicited in a fashion that is highly location specific.As we move across the spectrum of feedback, at the top right hand corner is highly unstructured and general feedback. This could include things like PR mentions on sites such as CNN or BBC.In the middle sits the type of feedback that we’re focusing on in today‘s session. This would be feedback and mentions on social media and social review sites. Some social media recommendations can make mention of a location name, or city. In the case of social review sites, these pieces of data are a requirement along with the added structure of a rank or score which often accompanies a completely unstructured free from review.
The best way for operators to make sense of all the social feedback available to them is to filter out the noise first and simply present to them what is most applicable to them.In this case, by viewing that semi-structured feedback we discussed earlier (such as a review from a site such as Yelp) alongside structured survey feedback, a location manager can not only see the qualitative sentiment their restaurant has in cyberspace, but can see that review within the context of how they are doing according to their directly solicited feedback.It’s tempting to get caught up in responding to each individual piece of feedback. That puts you squarely in reactive mode. While its great to rescue a dissatisfied guest, that doesn’t actually deal with the cause of the problem. Something is still going wrong and it will keep happening until I do something to cause a change.The challenge with social media is to separate out rare events (the noise) from systemic issues (the signal).
As a location manager that means seeing integrated trends that are occurring across all my feedback channels. You don’t want managers trying to browse through multiple channels, using different tools, and trying to determine the patterns.You want simple. “Oh, look. Fries seems to be the biggest thing people are complaining about. Let’s see what they are saying.” I click “fries” to drill-down.
Now I can see all comments, from both semi-structured reviews and structured survey feedback, that contain negative sentiment about fries. I also see my Trends updated based on this new filter.I can immediately see that the most common word in relation to “negative fries” is “cold”. Filtering the comments, I can now look through everything that mentions cold fries, whether from survey comments, Facebook recommendations, or social reviews like Yelp.Now I’ve found a real issue occurring at my location – we seem to be serving quite a lot of cold fries. That’s something we can fix!
Now we’re going to take concrete action to improve the guest experience by making sure we stop serving cold fires. I want to make sure that fries are top-of-mind as the back-of-house are plating the food, so I add a new Action to our plan.