Click here to close now.




















Welcome!

Agile Computing Authors: Samuel Scott, Elizabeth White, Gregor Petri, Carmen Gonzalez, Dennis Griffin

News Feed Item

QuestBack Predicts CMO's Will Crown the Customer as King in 2013

EFM and Social CRM Leader Forecasts that Feedback Will Get Holistic and Mobile Surveys Will Get Augmented and Voice-Activated

BRIDGEPORT, Connecticut, January 14, 2013 /PRNewswire/ --

QuestBack, a global leader in enterprise feedback management (EFM) and Social CRM, predicts that brands and marketing organizations will turn to technology to tap into customers more efficiently, effectively and more holistically in 2013. The availability of advanced, user-friendly mobile feedback solutions will make it possible for organizations to connect with their customers when and how they want, enabling them to optimize business value and compete with bigger market players. QuestBack's 2013 outlook forecasts that while quality customer feedback will remain a critical piece of the business strategy, organizations will realize a 360-approach, including employee feedback, will separate the good from the great.

     (Logo: http://photos.prnewswire.com/prnh/20120723/546197 )

 

QuestBack's predictions for 2013:

1. Employee feedback as the business strategy linchpin - A critical focus for organizations will be to incorporate employee feedback into customer satisfaction creating a more customer-centric organization. By linking internal feedback to external customer information sources, organizations will have a clearer view of issues and will be better equipped to identify the root cause and resolve them more quickly. To accomplish this, businesses will seek to link employee feedback to the customer experience. This will manifest itself in two ways; the extension of customer satisfaction KPI's across all lines of business and the deployment of tailored dashboard solutions that pull information from all brand stakeholders and empower quick, efficient reporting from the frontline to the boardroom.


2. Rise of the Chief Experience Officer - The title has been floating around the boardroom table for a few years now, but in 2013 organizations will get serious about getting a Chief Experience Officer on the payroll. As brands face stiffer competition and pressure elevates around consistently delivering coherent and satisfying product and service experiences to customers, businesses will seek ways to align teams, budgets and tear down organizational roadblocks to customer experience success.


3. Market research experiments with the "Siri-effect" - In an effort to capitalize on the 'next big thing' in mobility, marketers will seek to take feedback to the next level via voice-activated surveys. Fresh techniques inspired by Apple's Siri technology will help brands break down the barriers of survey fatigue and get in front of the notoriously tough-to-reach young male and business executive audience.


4. Gamification takes mobile feedback to the next level - Everyone is talking mobile these days, but most are not effectively executing mobile strategies to gather feedback. In 2013, businesses will look to adaptive layouts, with little or no manual intervention, as a way to achieve scalability across devices and platforms. They will strive to support the capabilities of target devices, rather than the other way around. For instance, we'll see a rise in customized graphics, like touch screen-enabled dials, replacing the boring check boxes of years past. This trend towards 'surveytainment' will provide a more entertaining feedback mechanism for customers, thereby increasing response rates.


5. Augmented reality and location-based awareness gain traction  - A critical focus for marketers will be getting to the right audience, at the right time and in the right place. In order to create actionable insight and drive customers to make purchasing decisions, organizations will look to new platforms to connect and innovate. This will include augmented reality, whereby a virtual world is created when customers look through their phone or location-based prompts on nearby deals, surveys and product feedback opportunities.

Quote

"In 2013 we fully expect organizations to face challenges and confusion as they struggle to understand how to cut through the noise and create quality connections with customers. Successful organizations will deploy technology solutions that help them gain a holistic, integrated view of their audience and empower them to get actionable insights on the customer's terms, via mobile, augmented reality, voice-activation, etc., rather than waiting for the customer to come to them." - Oliver Trabert, CTO, QuestBack

About QuestBack

QuestBack is a global leader in enterprise feedback management, customer experience management, Social CRM, and market research solutions. The company's SaaS-based feedback and dialogue solutions enable organizations to gain actionable insights and build stronger relationships with customers and employees. More than 5,000 global customers - including Volvo, Ernst & Young, Coca-Cola, Microsoft and Bosch - rely on QuestBack to increase customer and employee satisfaction through real-time feedback. Founded in 2000, QuestBack is headquartered in Oslo, Norway and privately held with 19 offices worldwide. For more information, visit http://www.questback.com.

Follow QuestBack on Twitter | Facebook | Friends of Feedback Blog

Media Contact:
Kim Karelis
LEWIS PR
Phone: +1-617-226-8840
Email: [email protected]


SOURCE QuestBack AS

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

@ThingsExpo Stories
Manufacturing connected IoT versions of traditional products requires more than multiple deep technology skills. It also requires a shift in mindset, to realize that connected, sensor-enabled “things” act more like services than what we usually think of as products. In his session at @ThingsExpo, David Friedman, CEO and co-founder of Ayla Networks, will discuss how when sensors start generating detailed real-world data about products and how they’re being used, smart manufacturers can use the data to create additional revenue streams, such as improved warranties or premium features. Or slash...
SYS-CON Events announced today that HPM Networks will exhibit at the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. For 20 years, HPM Networks has been integrating technology solutions that solve complex business challenges. HPM Networks has designed solutions for both SMB and enterprise customers throughout the San Francisco Bay Area.
All major researchers estimate there will be tens of billions devices - computers, smartphones, tablets, and sensors - connected to the Internet by 2020. This number will continue to grow at a rapid pace for the next several decades. With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo, November 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Learn what is going on, contribute to the discussions, and ensure that your enterprise is as "IoT-Ready" as it can be.
SYS-CON Events announced today that Pythian, a global IT services company specializing in helping companies leverage disruptive technologies to optimize revenue-generating systems, has been named “Bronze Sponsor” of SYS-CON's 17th Cloud Expo, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Founded in 1997, Pythian is a global IT services company that helps companies compete by adopting disruptive technologies such as cloud, Big Data, advanced analytics, and DevOps to advance innovation and increase agility. Specializing in designing, imple...
Too often with compelling new technologies market participants become overly enamored with that attractiveness of the technology and neglect underlying business drivers. This tendency, what some call the “newest shiny object syndrome,” is understandable given that virtually all of us are heavily engaged in technology. But it is also mistaken. Without concrete business cases driving its deployment, IoT, like many other technologies before it, will fade into obscurity.
With the proliferation of connected devices underpinning new Internet of Things systems, Brandon Schulz, Director of Luxoft IoT – Retail, will be looking at the transformation of the retail customer experience in brick and mortar stores in his session at @ThingsExpo. Questions he will address include: Will beacons drop to the wayside like QR codes, or be a proximity-based profit driver? How will the customer experience change in stores of all types when everything can be instrumented and analyzed? As an area of investment, how might a retail company move towards an innovation methodolo...
Contrary to mainstream media attention, the multiple possibilities of how consumer IoT will transform our everyday lives aren’t the only angle of this headline-gaining trend. There’s a huge opportunity for “industrial IoT” and “Smart Cities” to impact the world in the same capacity – especially during critical situations. For example, a community water dam that needs to release water can leverage embedded critical communications logic to alert the appropriate individuals, on the right device, as soon as they are needed to take action.
WebRTC services have already permeated corporate communications in the form of videoconferencing solutions. However, WebRTC has the potential of going beyond and catalyzing a new class of services providing more than calls with capabilities such as mass-scale real-time media broadcasting, enriched and augmented video, person-to-machine and machine-to-machine communications. In his session at @ThingsExpo, Luis Lopez, CEO of Kurento, will introduce the technologies required for implementing these ideas and some early experiments performed in the Kurento open source software community in areas ...
While many app developers are comfortable building apps for the smartphone, there is a whole new world out there. In his session at @ThingsExpo, Narayan Sainaney, Co-founder and CTO of Mojio, will discuss how the business case for connected car apps is growing and, with open platform companies having already done the heavy lifting, there really is no barrier to entry.
As more intelligent IoT applications shift into gear, they’re merging into the ever-increasing traffic flow of the Internet. It won’t be long before we experience bottlenecks, as IoT traffic peaks during rush hours. Organizations that are unprepared will find themselves by the side of the road unable to cross back into the fast lane. As billions of new devices begin to communicate and exchange data – will your infrastructure be scalable enough to handle this new interconnected world?
The Internet of Things is in the early stages of mainstream deployment but it promises to unlock value and rapidly transform how organizations manage, operationalize, and monetize their assets. IoT is a complex structure of hardware, sensors, applications, analytics and devices that need to be able to communicate geographically and across all functions. Once the data is collected from numerous endpoints, the challenge then becomes converting it into actionable insight.
SYS-CON Events announced today that Micron Technology, Inc., a global leader in advanced semiconductor systems, will exhibit at the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Micron’s broad portfolio of high-performance memory technologies – including DRAM, NAND and NOR Flash – is the basis for solid state drives, modules, multichip packages and other system solutions. Backed by more than 35 years of technology leadership, Micron's memory solutions enable the world's most innovative computing, consumer,...
With the Apple Watch making its way onto wrists all over the world, it’s only a matter of time before it becomes a staple in the workplace. In fact, Forrester reported that 68 percent of technology and business decision-makers characterize wearables as a top priority for 2015. Recognizing their business value early on, FinancialForce.com was the first to bring ERP to wearables, helping streamline communication across front and back office functions. In his session at @ThingsExpo, Kevin Roberts, GM of Platform at FinancialForce.com, will discuss the value of business applications on wearable ...
SYS-CON Events announced today that IceWarp will exhibit at the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. IceWarp, the leader of cloud and on-premise messaging, delivers secured email, chat, documents, conferencing and collaboration to today's mobile workforce, all in one unified interface
As more and more data is generated from a variety of connected devices, the need to get insights from this data and predict future behavior and trends is increasingly essential for businesses. Real-time stream processing is needed in a variety of different industries such as Manufacturing, Oil and Gas, Automobile, Finance, Online Retail, Smart Grids, and Healthcare. Azure Stream Analytics is a fully managed distributed stream computation service that provides low latency, scalable processing of streaming data in the cloud with an enterprise grade SLA. It features built-in integration with Azur...
17th Cloud Expo, taking place Nov 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy. Meanwhile, 94% of enterprises are using some form of XaaS – software, platform, and infrastructure as a service.
SYS-CON Events announced today the Containers & Microservices Bootcamp, being held November 3-4, 2015, in conjunction with 17th Cloud Expo, @ThingsExpo, and @DevOpsSummit at the Santa Clara Convention Center in Santa Clara, CA. This is your chance to get started with the latest technology in the industry. Combined with real-world scenarios and use cases, the Containers and Microservices Bootcamp, led by Janakiram MSV, a Microsoft Regional Director, will include presentations as well as hands-on demos and comprehensive walkthroughs.
SYS-CON Events announced today that the "Second Containers & Microservices Expo" will take place November 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Containers and microservices have become topics of intense interest throughout the cloud developer and enterprise IT communities.
Akana has announced the availability of the new Akana Healthcare Solution. The API-driven solution helps healthcare organizations accelerate their transition to being secure, digitally interoperable businesses. It leverages the Health Level Seven International Fast Healthcare Interoperability Resources (HL7 FHIR) standard to enable broader business use of medical data. Akana developed the Healthcare Solution in response to healthcare businesses that want to increase electronic, multi-device access to health records while reducing operating costs and complying with government regulations.
Containers are not new, but renewed commitments to performance, flexibility, and agility have propelled them to the top of the agenda today. By working without the need for virtualization and its overhead, containers are seen as the perfect way to deploy apps and services across multiple clouds. Containers can handle anything from file types to operating systems and services, including microservices. What are microservices? Unlike what the name implies, microservices are not necessarily small, but are focused on specific tasks. The ability for developers to deploy multiple containers – thous...