Contribute to Altimeter’s Report on Employee Engagement and Advocacy

Three types of employee engagement

Altimeter recently published a new report on Digital Transformation that highlights the central role that customer experience plays. A key factor to creating and delivering a great customer experience is the ability of a company's workforce to modernize, use new technology platforms to connect with each other and customers, and most importantly, adopt a new mindset of openness and transparency. To that end, my colleague Jon Cifuentes and I are working on a new Altimeter report on how … [Read more...]

Redefining Marketing: What it Means to be a Modern Marketer

Modern Marketer

Marketing has changed substantially in the past few decades. With the proliferation of CRM, ecommerce, cookies, loyalty programs, etc. marketers have more customer data than ever. And just in the past few years, the widespread adoption of social and mobile technologies has brought more complexity, yet also the potential for even greater insight into the customer journey. The result of this goes beyond an update in marketing tactics, but a redefinition of marketing. Wikipedia tells us that, … [Read more...]

Battle of the Marketing Clouds

Battle_of_Gibraltar

IBM officially joined the Marketing Cloud battle today, with the news that it is acquiring marketing automation vendor SilverPop. This expands IBM’s  capabilities to scale personalized customer engagement beyond Unica—certainly in email, but across all digital channels. (IBM is no stranger to marketing software, but they've really not been a contender in this category) IBM confidently announced on the call that the other vendors were clearly following their lead in building the technology … [Read more...]

New Research: Understanding the Digital Customer Experience Drives Investment in Digital Transformation

The Three Elements of Digital Transformation

“Digital transformation” isn’t a trendy moniker to signify an increase in technology investment. It’s a renewed focus on the customer and the human side of business. In Altimeter Group’s latest research, we uncovered that digital transformation is a re-alignment of, or new investment in, technology and business models with a pointed purpose: to more effectively engage digital consumers at every touchpoint in the customer experience lifecycle. Understanding the digital customer experience … [Read more...]

New Report, New Service Offerings for Social Data

Screen Shot 2014-03-17 at 8.09.13 PM

Late last year, I started wondering about social media command centers. Salesforce had launched one, as had Brandwatch, but I wondered: were they really still relevant? Were companies investing in command center deployments, or had interest subsided since their heyday in 2010? I started talking to clients and vendors to take a pulse on how people were thinking about command centers, what they looked like, what were the use cases, and how they were calculating value. I looked at several … [Read more...]

Wildfire is dead. Long live Wildfire?

When Google bought Wildfire for $350M, it took many by surprise. What did Google want with a Social Relationship Management company? Google is in the ad business, not the SRM business. Last year Google announced it was integrating Wildfire’s technology into DoubleClick, and Wildfire dropped off the radar as a social business tool since then. So yesterday’s announcement that Wildfire Social Marketing Suite was being sunsetted was not a shock. Why the acquisition in the first place? Social … [Read more...]

Smart Spam? Security Concerns Around the Internet of Things

BIdata_IoTSecurity

Your refrigerator has a message for you -- and no, it’s not that you need more orange juice-- it’s an ad for belly fat pills. Thanks, Refrigerator. This post was originally posted on Wearable World News. The original can be found here. Recently computer security company, Proofpoint discovered a cyber attack (malware) campaign in which some 25% of compromised computers were smart devices, including home routers, webcams, home entertainment centers, burglar alarms, and yes—refrigerators. … [Read more...]

Interoperability: The Challenge Facing the Internet of Things

At the most basic level, the Internet of Things (IoT) is connectivity between people, processes and things. While this is as vast as it sounds—spanning all industries, the enterprise, and consumers — one of the central-most challenges facing IoT is the enablement of seamless interoperability between each connection. This post will explore the challenge interoperability poses to IoT, where we are today, and where we’re headed. Addressing this challenge is essential to unlocking the full potential … [Read more...]

What is Sprinklr getting with the acquisition of Dachis Group?

Two things: 1. To stay competitive with (or arguably ahead of) the giants in the social world—Salesforce, Adobe, and Oracle—Sprinklr needed to build out its analytics capabilities. While Dachis started as a services company, they’ve been more focused on software for measuring, benchmarking, and optimizing social efforts since the beginning of 2012. In a call about the acquisition with Sprinklr CEO Ragy Thomas, he said: This was a client-driven acquisition. We built an inside-out platform and … [Read more...]

Altimeter Analysts at SXSW 2014

It's almost that time of year again: Altimeter's analysts are mapping SXSW plans and schedules. Making the trip to Austin this year are Brian Solis, Susan Etlinger and Rebecca Lieb. We're attending to meet old friends and make new ones, research industry trends, connect with our clients, and track new companies and technologies in the sectors we cover as analysts. We're also speaking at a variety of events - that schedule is below.  Look for us at events and parties, or request a … [Read more...]