New Report, New Service Offerings for Social Data

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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...]

Smart Spam? Security Concerns Around the Internet of Things

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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...]

Trends to Watch in 2014 from Altimeter Group

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As we launch into 2014, the analysts at Altimeter each pulled together a compilation of trends and issues they are watching closely this year. Below is a link to each post as well as a synopsis of some of the top themes we are exploring. As you read through each post, you’ll see that there are commonalities and overlap. This isn’t a surprise, as we have multiple people researching different aspects of customer experience, big data, innovation, and digital marketing. The diversity of thought and … [Read more...]

2014 Trends: Organizing Around the Social Customer

Customer attention will continue to fragment in 2014, making it harder than ever for brands to engage with customers. But it will also be the year in which brands capitalize on a largely untapped opportunity presented by social media—applying social signals to enhance targeting and personalization in existing customer engagement channels such as email and advertising. Here are six trends that relate to this theme: 1. The promise of Social CRM will finally be fulfilled. Social Media Management … [Read more...]

Social Data Market Momentum: It’s not about the firehose

In the past year, social data has continued to wend its way into organizations of all types, from large enterprise to small business to media and entertainment and the public sector. We've seen use cases far past marketing into product and service quality, entertainment programming, customer service, fraud detection and a host of other examples. Yet the idea of social data as an asset that requires real enterprise rigor--quality control, curation and integration with other data sources----is … [Read more...]

Twitter’s IPO: An Analysis of Opportunities And Threats

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Co-written with: Susan Etlinger, Rebecca Lieb, Andrew Jones, Linda Saindon, Brian Solis, and Ed Terpening The not-so-long awaited Twitter S-1 is out and now the intense scrutiny begins. At the heart of the analysis is what drives Twitter’s growth and value -- both today and in the future. As the last of the “Big Three” social networks (LinkedIn, Facebook, Twitter) to go public, retail investors’ interest in a Twitter filing will likely be intense. But while there is a lot of opportunity in … [Read more...]

It’s Time To Get Smart About Social Data Intelligence

by Susan Etlinger I spend a lot of time reading and thinking about social data: what it is, what it isn't, how to measure it, where it's going. But even the best strategy for collecting, analyzing and interpreting social data is just a set of pretty charts unless it is connected in a meaningful way to business objectives and, as importantly, actual business data. In the past year, we've seen social media proliferate throughout the organization. The average enterprise-class company has 178 … [Read more...]