SOCIAL MEDIA MONITORING AND SENTIMENT ANALYSIS SYSTEM

Size: px
Start display at page:

Download "SOCIAL MEDIA MONITORING AND SENTIMENT ANALYSIS SYSTEM"

Transcription

1 Kuwait National Assembly Media Department SOCIAL MEDIA MONITORING AND SENTIMENT ANALYSIS SYSTEM Dr. Salah Alnajem Associate Professor of Computational Linguistics and Natural Language Processing, Kuwait University Consultant, The Central Agency for Information Technology

2 From Vision, to Reality... We Make AGENDA it Happen The Power of Word Empowering KNA s Social Media Analytics Journey Social Media Analytics Framework The Proposed Solution Benefits of Social Media Analytics Systems Main Social Media KPIs Social Media Analytics in the Government Social Media Analytics in the U.N. Sample Screen Shots

3 From Vision, to Reality... We Make it Happen THE POWER OF WORD If you repeat a lie often enough, people will believe it Joseph Goebbels Reich Minister of Propaganda in Nazi Germany from 1933 to 1945

4 FROM VISION TO REALITY From Vision, to Reality... We Make it Happen KNA VISION Digital Media Department Transparent interactive engagement with citizens Proactivity and Disaster Management Increasing citizens E- Participation level in the decision making process Social Domain Knowledge Aggregated Data Provider ENABLERS Big Data Readiness Self Service Business Intelligence & Analytics KNA OBJECTIVES SMA and Sentiment Analysis Implement SM Strategy & Policy Measure & Analyze KPIs and Sentiment Performance and Reputation Management Research & Study

5 EMPOWERING KNA S SOCIAL MEDIA ANALYTICS JOURNEY Empowering KNA s Social Media Analytics Journey, Social Media Analysis Maturity Model Coverage Competitive Advantage What ROI are KNA getting on digital campaigns? Have KNA lowered risk? Is KNA achieving it s political and social goals? Social Scorecard What are people saying about KNA? about it s competitors? Basic Listening How do today s online mentions compare to previous period? same period 2 years ago? Attributed Listening Historic Analysis What are people saying about KNA members? Quality? services? reputation? Planning & Engagement Based on trends, where are conversations going? How can KNA plan to optimize impact? Who are the right influencers? Analytics Access & Reporting Degree of Intelligence

6 SOCIAL MEDIA ANALYTICS FRAMEWORK A Holistic View of the Solution from Data Collection to Dissemination Acquire Data Acquisition 1 Integrating data into centralized hosted cloud Analytics tools serving all types of users 3 Data Integration 4 Cleansing & Noise Filtering 5 Natural Language Processing Multichannel delivery 2 Process & Analyze Decide & Act

7 THE PROPOSED SOLUTION SATISFIES INFORMATION The Proposed Solution Satisfies Information Needs at all Levels within KNA NEEDS AT ALL LEVELS WITHIN KNA KNA Members KNA information consumers Report/Dashboard Developers Consumption Reporting Data KNA information consumers Social Media Analysts / Social Media Ambassadors Ad-Hoc Reporting / Engagement Computational Linguistics / NLP Specialists Taxonomy Development / Enrichment Unstructured Social Media Data Other onsite data hosted by KNA

8 ON DEMAND (CLOUD) SOCIAL MEDIA ANALYTICS No need for in-house software/hardware nor in-house analytical knowledge. Faster initial solution set-up. Ongoing solution development continuously adds new capabilities. 24/7 infrastructure support by the vendor hosting center (e.g., backup and software updates)

9 Benefits of Social Media Analytics Systems Monitor KNA reputation Improve the decision making process Crisis Management through identifying risks and issues proactively Identify existing and emerging influencers Benchmark and measure sentiment Spot citizens behavior and preferences Quickly identify citizen dissatisfaction at any stage Supporting the traditional surveys and Focus groups Social scorecards for tracking progress across social channels (e.g. Facebook, Twitter, YouTube) Improve the offered services and create new ones

10 Main Social Media KPIs Followers Reach (the number of users who read a post) Impressions (The number of times that the users read a specific post) Speakers (the number of users who talked about KNA or retweeted its posts) Influencers Sentiment Tone Keywords and Key phrases URLs

11 FORRESTER CLASSIFICATION OF LEADERS IN BIG DATA PREDICTIVE ANALYTICS SOLUTIONS Q Forrester classification Leader in Big Data Predictive Analytics Solutions Q Source: Forrester

12 SOCIAL MEDIA ANALYTICS IN GOVERNMENTS US Intelligence Agency Mission: Counter-terrorism Challenges: This U.S. intelligence agency needed to access and assess huge volumes of structured and unstructured social media data but struggled with identifying the most efficient way to bring social media into its analysis stream. Specifically, they needed: The ability to quickly identify, assess and communicate societal and cultural shifts relating to events and topics. A holistic view of geographic location of the social media sources, including its people and their sentiment related to relevant topics of interest. A dynamic and easy-to-use front end to the analysts that visually makes sense out of the enormous amount of social media. Solution: SAS Social Media Analytics Media Portal Business Impact: Identify cultural shifts in attitude based on conversations in social media. Quickly analyze relevant topics from the enormous amount of open source media. Easily correlate influential authors with key topics and followers to gauge sentiment. Give a more realistic view of social conversations with multilanguage support. Analyze both static and dynamic social media content.

13 SOCIAL MEDIA ANALYTICS IN GOVERNMENTS US Domestic Intelligence Agency Mission: Bio-surveillance, Early Warning and Situational Analysis Challenges: Need for early warning signs of a bioterrorist attack or epidemic. Need ability to identify outbreak and spread as well as understand causal factors, effects, and impacts Need ability to identify vulnerable populations and geographies and know where to apply resources to most critical situations Unable to access open source data in real time and find signals that are out of the norm Unable to perform deep analytics on social data Need ability to continuously fine-tune and add to complex taxonomy of terms Solution: SAS Social Media Analytics Media Portal Business Impact: Ability to get earlier warning of bioterrorist attack or epidemic using real time data and alerts Improved tactical decision-making by getting more real time ground intelligence and ability deploy resources for greatest impact Improved strategic decision-making based on insightful comparisons to competitors across attributes Social data available for incorporation into advanced analytics to find other terms to track, relationships and correlations Better understanding of cause and effect relationships such as impact of disasters on health

14 SOCIAL MEDIA ANALYTICS IN GOVERNMENTS UNITED NATIONS GLOBAL PULSE BUSINESS ISSUE Needed more reliable way to monitor and gauge public opinion and sentiment. Wanted to hear the voice of the people, dispel rumors and disinformation. SOLUTION SAS Social Media Analytics City of Heidelberg Germany RESULTS Better understand the broad trends in public sentiment expressed on platforms like Facebook, Flickr and Twitter. Informed citizens are less concerned with the big issues and more concerned with smaller local topics. Able to identify campaigns of disinformation early and can reassure the public with reliable information quickly.

15 Public sector: United Nations Global Pulse BUSINESS ISSUE SOCIAL MEDIA ANALYTICS IN U.N. UNITED NATIONS GLOBAL PULSE Can unemployment spikes can be predicted based on certain chatter topics? Desire to advance knowledge of the effects of changing employment conditions. UNITED NATIONS Use the information to offer real-time feedback for policymakers and improve their ability to manage disruptive events. SOLUTION SAS Social Media Analytics RESULTS An uptick in social media conversation on topics such as cutting back on groceries and other essentials or downgrading one s mode of transportation can predict an impending unemployment spike. After a spike, an increase in chatter about foreclosures, reduced spending for health care and canceled vacations can offer insights on the effects of a down economy. Better understanding of demographic characteristics based on social techniques such as mood scoring.

16 Unified Dashboard

17 Social Trends

18 Competitors

19 Influencers

20 Phrase Cloud

21 Real Time Sentiment Analysis

22 Real Time Sentiment Analysis We met a lot of people on excursions in the area that were unhappy with their hotels and were paying a lot for them. We stayed here in high season for $130/night, and it was completely luxurious. Modern rooms with great bathrooms and patios (although small TV), good food, professional service with perfect English--all you need. It's worth a few extra dollars to stay here vs. other places. The location is adequate. You can walk to the old city but it's still quiet at night. That said, there are places more centrally located. But we'd stay here again if we make it back to (Media Source: Trip Advisor) Document level: Brand level: -1 +8

23 GEO PLOTTING

24 SAS Social Media Analytics 6.3 ALERTS

25 THANKS

See how social media listening and engagement can help your business

See how social media listening and engagement can help your business See how social media listening and engagement can help your business In a socially connected world, engagement with your customers can happen anywhere or anytime. Microsoft Social Engagement puts powerful

More information

Elevate Customer Experience and Engagement in the New Digital World

Elevate Customer Experience and Engagement in the New Digital World Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,

More information

WHITE PAPER Turning Insight Into Action. The Journey to Social Media Intelligence

WHITE PAPER Turning Insight Into Action. The Journey to Social Media Intelligence WHITE PAPER Turning Insight Into Action The Journey to Social Media Intelligence Turning Insight Into Action The Journey to Social Media Intelligence From Data to Decisions Social media generates an enormous

More information

How to Use Boards for Competitive Intelligence

How to Use Boards for Competitive Intelligence How to Use Boards for Competitive Intelligence Boards are highly customized, interactive dashboards that ubervu via Hootsuite users can personalize to fit a specific task, job function or use case like

More information

Social Media Implementations

Social Media Implementations SEM Experience Analytics Social Media Implementations SEM Experience Analytics delivers real sentiment, meaning and trends within social media for many of the world s leading consumer brand companies.

More information

NICE MULTI-CHANNEL INTERACTION ANALYTICS

NICE MULTI-CHANNEL INTERACTION ANALYTICS NICE MULTI-CHANNEL INTERACTION ANALYTICS Revealing Customer Intent in Contact Center Communications CUSTOMER INTERACTIONS: The LIVE Voice of the Customer Every day, customer service departments handle

More information

Social Media ROI. First Priority for a Social Media Strategy: A Brand Audit Using a Social Media Monitoring Tool. Whitepaper

Social Media ROI. First Priority for a Social Media Strategy: A Brand Audit Using a Social Media Monitoring Tool. Whitepaper Whitepaper LET S TALK: Social Media ROI With Connie Bensen First Priority for a Social Media Strategy: A Brand Audit Using a Social Media Monitoring Tool 4th in the Social Media ROI Series Executive Summary:

More information

Social Business Intelligence For Retail Industry

Social Business Intelligence For Retail Industry Actionable Social Intelligence SOCIAL BUSINESS INTELLIGENCE FOR RETAIL INDUSTRY Leverage Voice of Customers, Competitors, and Competitor s Customers to Drive ROI Abstract Conversations on social media

More information

Gain Deep Brand and Customer Insight with Social Media Analytics

Gain Deep Brand and Customer Insight with Social Media Analytics SAP Brief Analytic Applications from SAP SAP Social Media Analytics Objectives Gain Deep Brand and Customer Insight with Social Media Analytics What do your customers really think? What do your customers

More information

ORACLE SOCIAL ENGAGEMENT AND MONITORING CLOUD SERVICE

ORACLE SOCIAL ENGAGEMENT AND MONITORING CLOUD SERVICE ORACLE SOCIAL ENGAGEMENT AND MONITORING CLOUD SERVICE INTELLIGENT SOCIAL LISTENING KEY FEATURES Cross-network publishing Post scheduling Message targeting Assignments and workflow Roles and teams Audit

More information

Web and Social Media Analytics

Web and Social Media Analytics Web and Social Media Analytics Course Description This workshop aims at giving the participants a practical background about Web and Social Media analytics. The workshop introduces Key Performance Indicators

More information

ORACLE SOCIAL ENGAGEMENT AND MONITORING CLOUD SERVICE

ORACLE SOCIAL ENGAGEMENT AND MONITORING CLOUD SERVICE ORACLE SOCIAL ENGAGEMENT AND MONITORING CLOUD SERVICE KEY FEATURES Global social media, web, and news feed data Market-leading listening quality Automatic categorization Configurable dashboards, drill-down

More information

SOCIAL LISTENING AND KPI MEASUREMENT Key Tips for Brands to Drive Their Social Media Performance

SOCIAL LISTENING AND KPI MEASUREMENT Key Tips for Brands to Drive Their Social Media Performance SOCIAL LISTENING AND KPI MEASUREMENT Key Tips for Brands to Drive Their Social Media Performance With social media marketing, the power is derived from being able to directly communicate with consumers

More information

Meltwater Buzz Social Suite. Anna Pieh-Jankowska

Meltwater Buzz Social Suite. Anna Pieh-Jankowska Meltwater Buzz Social Suite Anna Pieh-Jankowska June 2012 Meltwater Buzz Social Suite Turning Conversations into Customers 1 Listen +Engage Connect Meltwater Buzz Social Suite A powerful suite of tools

More information

GreenClics.com 2012. All rights reserved. Monitoring & Engaging the Green Social Web March 2013

GreenClics.com 2012. All rights reserved. Monitoring & Engaging the Green Social Web March 2013 Monitoring & Engaging the Green Social Web March 2013 About GreenClics.com What we do GreenClics.com is a Corporate Social Responsibility (CSR) & Social Media services company. We leverage advanced web-based

More information

Taking A Proactive Approach To Loyalty & Retention

Taking A Proactive Approach To Loyalty & Retention THE STATE OF Customer Analytics Taking A Proactive Approach To Loyalty & Retention By Kerry Doyle An Exclusive Research Report UBM TechWeb research conducted an online study of 339 marketing professionals

More information

Evaluate Digital Digital Marketing Strategy

Evaluate Digital Digital Marketing Strategy Evaluate Digital Digital Marketing Strategy Social Media Marketing Course Fall 2012 Lynchburg College School of Business and Economics Dr Ira Kaufman 2011 What is Effective? Determine the reach and effectiveness

More information

Beyond listening Driving better decisions with business intelligence from social sources

Beyond listening Driving better decisions with business intelligence from social sources Beyond listening Driving better decisions with business intelligence from social sources From insight to action with IBM Social Media Analytics State of the Union Opinions prevail on the Internet Social

More information

the beginner s guide to SOCIAL MEDIA METRICS

the beginner s guide to SOCIAL MEDIA METRICS the beginner s guide to SOCIAL MEDIA METRICS INTRO Social media can be an incredibly important business tool. Tracking the right social metrics around your industry, company, products, competition and

More information

THE STATE OF Social Media Analytics. How Leading Marketers Are Using Social Media Analytics

THE STATE OF Social Media Analytics. How Leading Marketers Are Using Social Media Analytics THE STATE OF Social Media Analytics May 2016 Getting to Know You: How Leading Marketers Are Using Social Media Analytics» Marketers are expanding their use of advanced social media analytics and combining

More information

SOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014

SOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014 SOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014 EXECUTIVE SUMMARY In this digital age, social media has quickly become one of the most important communication channels. The shift to online conversation

More information

Overview, Goals, & Introductions

Overview, Goals, & Introductions Improving the Retail Experience with Predictive Analytics www.spss.com/perspectives Overview, Goals, & Introductions Goal: To present the Retail Business Maturity Model Equip you with a plan of attack

More information

Direct-to-Company Feedback Implementations

Direct-to-Company Feedback Implementations SEM Experience Analytics Direct-to-Company Feedback Implementations SEM Experience Analytics Listening System for Direct-to-Company Feedback Implementations SEM Experience Analytics delivers real sentiment,

More information

SOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014

SOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014 SOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014 Our Understanding The rise of social media has transformed the way citizens engage with their government. Each day, nearly 2 billion people talk about and

More information

THE POWER OF INFLUENCE TAKING THE LUCK OUT OF WORD OF MOUTH

THE POWER OF INFLUENCE TAKING THE LUCK OUT OF WORD OF MOUTH THE POWER OF INFLUENCE INTRODUCTION Word-of-mouth marketing has always been a powerful driver of consumer behavior. Every experienced marketer knows that customers are more likely to base purchasing decisions

More information

IBM Social Media Analytics

IBM Social Media Analytics IBM Analyze social media data to improve business outcomes Highlights Grow your business by understanding consumer sentiment and optimizing marketing campaigns. Make better decisions and strategies across

More information

Best Practices Brochure. Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships

Best Practices Brochure. Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships Best Practices Brochure Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships Social CRM Companies must do more than participate in today s social environment. They must

More information

Your guide to creating a customer experience program that works

Your guide to creating a customer experience program that works Your guide to creating a customer experience program that works CONTENTS Customer Love Stories The Customer Experience Challenge Create Customer Love Stories in 4 Steps Total Voice of the Customer Customer

More information

Social Media Monitoring, Planning and Delivery

Social Media Monitoring, Planning and Delivery Social Media Monitoring, Planning and Delivery G-CLOUD 4 SERVICES September 2013 V2.0 Contents 1. Service Overview... 3 2. G-Cloud Compliance... 12 Page 2 of 12 1. Service Overview Introduction CDS provide

More information

Patient Relationship Management

Patient Relationship Management Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information

More information

Five Key Outcomes of Social CRM

Five Key Outcomes of Social CRM Five Key Outcomes of Social CRM A look at the business case Social CRM: more than monitoring Take a step back. When contemplating social media initiatives, it s easy to get tunnel vision. The evaluation

More information

Selecting the Right Social Media Monitoring Tools!

Selecting the Right Social Media Monitoring Tools! Selecting the Right Social Media Monitoring Tools! Exposing the real weaknesses and strengths of web and enterprise technology products Jarrod Gingras Analyst / Director of Advisory Services Real Story

More information

Aligning Your Strategic Initiatives with a Realistic Big Data Analytics Roadmap

Aligning Your Strategic Initiatives with a Realistic Big Data Analytics Roadmap Aligning Your Strategic Initiatives with a Realistic Big Data Analytics Roadmap 3 key strategic advantages, and a realistic roadmap for what you really need, and when 2012, Cognizant Topics to be discussed

More information

SMART CITIES THRIVE ON ADVANCED ANALYTICS AND INNOVATION JOS VAN DER VELDEN, ACADEMIC PROGRAM MANAGER

SMART CITIES THRIVE ON ADVANCED ANALYTICS AND INNOVATION JOS VAN DER VELDEN, ACADEMIC PROGRAM MANAGER SMART CITIES THRIVE ON ADVANCED ANALYTICS AND INNOVATION JOS VAN DER VELDEN, ACADEMIC PROGRAM MANAGER AGENDA INTRODUCTION Introduction About SAS SAS Business Analytics Examples Geo-C http://youtu.be/msk5kpwd1je

More information

Introducing the Workshops, Services and Insights for Alterian s Social Media Monitoring Solutions.

Introducing the Workshops, Services and Insights for Alterian s Social Media Monitoring Solutions. Introducing the Workshops, Services and Insights for Alterian s Social Media Monitoring Solutions. Workshops, Services and Insights for Alterian SM2 Alterian SM2 is a social media monitoring and analytics

More information

Sample Reporting. Analytics and Evaluation

Sample Reporting. Analytics and Evaluation Sample Reporting Analytics and Evaluation This sample publication is provided with the understanding that company names and related example reporting are solely illustrative and the content does not constitute

More information

Best Practices Brochure. Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships. Customer Care

Best Practices Brochure. Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships. Customer Care Best Practices Brochure Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships Customer Care Social CRM Companies must do more than participate in today s social environment.

More information

Applying Social Media Measurement to the Sales Funnel

Applying Social Media Measurement to the Sales Funnel 02 Sales By: Nichole Kelly - Social Media Measurement Coach In Partnership with HootSuite - Social Media Dashboard Review of Core Measurement Philosophies As we learned in the first section of this document,

More information

Customer Experience Management

Customer Experience Management Customer Experience Management Best Practices for Voice of the Customer (VoC) Programmes Jörg Höhner Senior Vice President Global Head of Automotive SPA Future Thinking The Evolution of Customer Satisfaction

More information

The Evolution of Cities

The Evolution of Cities Connected Cities The Evolution of Cities Systems of Intelligence Systems of Business Intelligence Mobile Engagement PCs Systems of Record Data Science Social Cloud Mainframe 1960's 1980's TODAY Disruptors

More information

Transforming customer service with business analytics

Transforming customer service with business analytics IBM Software Business Analytics Customer Service Transforming customer service with business analytics 2 Transforming customer service with business analytics Contents 2 Overview 2 Customer service is

More information

INTO SMART CRISIS PREVENTION

INTO SMART CRISIS PREVENTION TIP SHEET TURN SOCIAL INTELLIGENCE INTO SMART CRISIS PREVENTION Crisis management has completely changed in less than a decade. In 2003, a crisis happened when the press got wind of something that hurt

More information

JamiQ Social Media Monitoring Software

JamiQ Social Media Monitoring Software JamiQ Social Media Monitoring Software JamiQ's multilingual social media monitoring software helps businesses listen, measure, and gain insights from conversations taking place online. JamiQ makes cutting-edge

More information

WHITE PAPER MULTI-CHANNEL CAMPAIGNS IN A CONNECTED WORLD. Create and deploy IT solutions for business

WHITE PAPER MULTI-CHANNEL CAMPAIGNS IN A CONNECTED WORLD. Create and deploy IT solutions for business WHITE PAPER MULTI-CHANNEL CAMPAIGNS IN A CONNECTED WORLD White paper - Multi-Channel Campaigns in a Connected World - Prodware 1 Create and deploy IT solutions for business Navigating Multi-channel Marketing

More information

Social Studio for Nonprofits:

Social Studio for Nonprofits: social studio Social Studio for Nonprofits: Bringing You Closer to Your Constituents Listen. Publish. Engage. Care. Nonprofits today are expected to meet constituents on their channel of choice. Increasingly,

More information

WHITE PAPER. Social media analytics in the insurance industry

WHITE PAPER. Social media analytics in the insurance industry WHITE PAPER Social media analytics in the insurance industry Introduction Insurance is a high involvement product, as it is an expense. Consumers obtain information about insurance from advertisements,

More information

Achieving customer loyalty with customer analytics

Achieving customer loyalty with customer analytics IBM Software Business Analytics Customer Analytics Achieving customer loyalty with customer analytics 2 Achieving customer loyalty with customer analytics Contents 2 Overview 3 Using satisfaction to drive

More information

SOCIAL MEDIA ANALYTICS AND TOOLS 101

SOCIAL MEDIA ANALYTICS AND TOOLS 101 SOCIAL MEDIA ANALYTICS AND TOOLS 101 Ken Paterson VP Research Operations/ Director, Credit Advisory Service kpaterson@mercatoradvisorygroup.com 8 Clock Tower Place, Suite 420 Maynard, MA 01754 phone: 1(781)

More information

Predictive Analytics: Turn Information into Insights

Predictive Analytics: Turn Information into Insights Predictive Analytics: Turn Information into Insights Pallav Nuwal Business Manager; Predictive Analytics, India-South Asia pallav.nuwal@in.ibm.com +91.9820330224 Agenda IBM Predictive Analytics portfolio

More information

WHITE PAPER Social Media In Technology. A Unified Strategy for Success

WHITE PAPER Social Media In Technology. A Unified Strategy for Success WHITE PAPER Social Media In Technology A Unified Strategy for Success Social Media In Technology A Unified Strategy for Success Technology companies pride themselves on being early adopters of the newest

More information

Delivering Great Customer Experience. Řízení zákaznické zkušenosti aneb boj o zákazníka nejen na sociálních sítích 18.4.2013

Delivering Great Customer Experience. Řízení zákaznické zkušenosti aneb boj o zákazníka nejen na sociálních sítích 18.4.2013 1 Delivering Great Customer Experience Řízení zákaznické zkušenosti aneb boj o zákazníka nejen na sociálních sítích 18.4.2013 Daniel Burian CX Solution Architect 2 1 Proč vlastně? 3 Customer Advocacy In

More information

Multichannel Customer Listening and Social Media Analytics

Multichannel Customer Listening and Social Media Analytics ( Multichannel Customer Listening and Social Media Analytics KANA Experience Analytics Lite is a multichannel customer listening and social media analytics solution that delivers sentiment, meaning and

More information

Using Social Media to Grow Your Brand. www.parkerwhite.com life@parkerwhite.com we give brands life

Using Social Media to Grow Your Brand. www.parkerwhite.com life@parkerwhite.com we give brands life Using Social Media to Grow Your Brand www.parkerwhite.com life@parkerwhite.com we give brands life INTRODUCTION: Why Social Media? Social media is powerful because of its authenticity people take messages

More information

Maximize Social Media Effectiveness with Data Science. An Insurance Industry White Paper from Saama Technologies, Inc.

Maximize Social Media Effectiveness with Data Science. An Insurance Industry White Paper from Saama Technologies, Inc. Maximize Social Media Effectiveness with Data Science An Insurance Industry White Paper from Saama Technologies, Inc. February 2014 Table of Contents Executive Summary 1 Social Media for Insurance 2 Effective

More information

Social Media Analysis and Audience Engagement

Social Media Analysis and Audience Engagement Solution in Detail Media and Marketing Executive Summary Contact Us Social Media Analysis and Audience Engagement Analyze Social Media and Engage Customers Audience Engagement Consumer Experiences Social

More information

BEST PRACTICES FOR SOCIAL CUSTOMER SERVICE. ebook

BEST PRACTICES FOR SOCIAL CUSTOMER SERVICE. ebook BEST PRACTICES FOR SOCIAL CUSTOMER SERVICE ebook ADOPTION OF SOCIAL CUSTOMER CARE JUMPS What Department Owns Social Media Engagement? The debate over which internal department owns social media continues

More information

Pulsar TRAC. Big Social Data for Research. Made by Face

Pulsar TRAC. Big Social Data for Research. Made by Face Pulsar TRAC Big Social Data for Research Made by Face PULSAR TRAC is an advanced social intelligence platform designed for researchers and planners by researchers and planners. We have developed a robust

More information

USING DATA TO ENHANCE MARKETING EFFECTIVENESS. Anil Aggarwal CEO, Milestone Inc. anil@milestoneinternet.com @milestonemktg October 19, 2015

USING DATA TO ENHANCE MARKETING EFFECTIVENESS. Anil Aggarwal CEO, Milestone Inc. anil@milestoneinternet.com @milestonemktg October 19, 2015 USING DATA TO ENHANCE MARKETING EFFECTIVENESS Anil Aggarwal CEO, Milestone Inc. anil@milestoneinternet.com @milestonemktg October 19, 2015 About Milestone Digital Marketing Software and Services Unalytix

More information

IBM Social Media Analytics

IBM Social Media Analytics IBM Social Media Analytics Analyze social media data to better understand your customers and markets Highlights Understand consumer sentiment and optimize marketing campaigns. Improve the customer experience

More information

SYNTHESIO PRODUCT GUIDE THE EXPERIENCE RELEASE

SYNTHESIO PRODUCT GUIDE THE EXPERIENCE RELEASE OVERVIEW This guide details new features introduced in the October Experience Release, unveiled to current customers on October 15th, 2014 and the general public on October 30th, 2014. This release introduces

More information

EXPERTISE. Creative Design and Production Website Design, Franchisee micro-sites, Copywriting

EXPERTISE. Creative Design and Production Website Design, Franchisee micro-sites, Copywriting AT A GLANCE Who We Are We are the franchise growth specialists. We have a deep understanding of what works in Franchising today, based on our success in Franchise recruiting, marketing and operations with

More information

Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1

Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Table of Contents Introduction... 3 Problem... 3 Solution... 5 Speech Analytics... 5 Effectiveness of speech analytics...

More information

Microsoft Dynamics CRM for Financial Services. Making customers the heart of your business.

Microsoft Dynamics CRM for Financial Services. Making customers the heart of your business. Microsoft Dynamics CRM for Financial Services Making customers the heart of your business. In today s competitive financial services market the focus is the customer making sure the customer is at the

More information

A Strategic Approach to Customer Engagement Optimization. A Verint Systems White Paper

A Strategic Approach to Customer Engagement Optimization. A Verint Systems White Paper A Strategic Approach to Customer Engagement Optimization A Verint Systems White Paper Table of Contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical for business

More information

[ know me ] A Strategic Approach to Customer Engagement Optimization

[ know me ] A Strategic Approach to Customer Engagement Optimization [ know me ] A Strategic Approach to Customer Engagement Optimization A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical

More information

IBM G-Cloud - IBM Social Media Analytics Software as a Service

IBM G-Cloud - IBM Social Media Analytics Software as a Service IBM G-Cloud - IBM Social Media Analytics Software as a Service Service Definition 1 1. Summary 1.1 Service Description IBM Social Media Analytics Software as a Service is a powerful Cloud-based tool for

More information

A Look at Self Service BI with SAP Lumira Natasha Kishinevsky Dunn Solutions Group SESSION CODE: 1405

A Look at Self Service BI with SAP Lumira Natasha Kishinevsky Dunn Solutions Group SESSION CODE: 1405 A Look at Self Service BI with SAP Lumira Natasha Kishinevsky Dunn Solutions Group SESSION CODE: 1405 LEARNING POINTS How a business user analyzes data with Lumira Introduction to the SAP BI Lumira Connector

More information

Get Social, Sell Social Business

Get Social, Sell Social Business Get Social, Sell Social Business Stuart J. McRae Executive Collaboration & Social Business Evangelist IBM Collaboration Solutions ibm.co/smcrae stuart.mcrae@uk.ibm.com www.twitter.com/smcrae www.linkedin.com/in/stuartmcrae

More information

Top 5 Transformative Analytics Applications in Retail

Top 5 Transformative Analytics Applications in Retail Top 5 Transformative Analytics Applications in Retail Learn how you can boost your bottom line and acquire engaged, happy customers with actionable insight from the world s most comprehensive analytics

More information

Top 5 Analytics Applications in Financial Services

Top 5 Analytics Applications in Financial Services Top 5 Analytics Applications in Financial Services Learn how you can boost your bottom line, manage risk, and take action on your insights with the world s most comprehensive analytics platform. 5 game-changing

More information

GET CONNECTED. A new approach to patient experience

GET CONNECTED. A new approach to patient experience GET CONNECTED A new approach to patient experience ABOUT Healthwatch Torbay Healthwatch Torbay is clear about its goal - to ensure that the general public is heard and to make a difference by giving the

More information

Creating Business Value Through Social Media: Organization and Measurement

Creating Business Value Through Social Media: Organization and Measurement Creating Business Value Through Social Media: Organization and Measurement Maria Poveromo Director, Social Media, Adobe @mariapoveromo What We ll Cover How we got organized Empowering employees Measurement

More information

5 TIPS FOR SETTING MEASURABLE SOCIAL MEDIA GOALS

5 TIPS FOR SETTING MEASURABLE SOCIAL MEDIA GOALS TIP SHEET 5 TIPS FOR SETTING MEASURABLE SOCIAL MEDIA GOALS Social media participation has become a must for businesses today. A survey by CMO in February 2012 revealed that marketers expect to spend almost

More information

Application Performance Management

Application Performance Management Application Performance Management Intelligence for an Optimized WAN xo.com Application Performance Management Intelligence for an Optimized WAN Contents Abstract 3 Introduction 3 Business Drivers for

More information

SCALABLE ENTERPRISE CRM SERVICES

SCALABLE ENTERPRISE CRM SERVICES SCALABLE ENTERPRISE CRM SERVICES Scalable Systems Email: info@scalable-systems.com A majority of customer relationship management solutions have been designed and tested to solve yesterday's problems and

More information

Opportunities for Language Technologies in the Tourism Sector

Opportunities for Language Technologies in the Tourism Sector Opportunities for Language Technologies in the Tourism Sector EUROPEAN DATA FORUM: EXPLOITING DATA INTEGRATION Luxembourg, 16-17 November 2015 Carlos Romero Dexeus R&D&i Director Carlos.romero@segittur.es

More information

IMPLEMENTING A GLOBAL SOCIAL INTELLIGENCE PROGRAM AT SCALE

IMPLEMENTING A GLOBAL SOCIAL INTELLIGENCE PROGRAM AT SCALE IMPLEMENTING A GLOBAL SOCIAL INTELLIGENCE PROGRAM AT SCALE 1 2 3 4 5 6 7 Gauge the difference in social maturity across regions and brands Answer the So What question with your previous programs: analyze

More information

>>> SOCIAL MEDIA MARKETING ROI CHEATSHEET 40 WAYS TO MEASURE YOUR SOCIAL MEDIA ROI. we inspire people to take action

>>> SOCIAL MEDIA MARKETING ROI CHEATSHEET 40 WAYS TO MEASURE YOUR SOCIAL MEDIA ROI. we inspire people to take action >>> SOCIAL MEDIA MARKETING ROI CHEATSHEET 40 WAYS TO MEASURE YOUR SOCIAL MEDIA ROI we inspire people to take action OBJECTIVE KPI METRIC + REVENUE SALES LEADS CUSTOMERS WEBSITE CONVERSIONS - COSTS STAFF

More information

Decisyon/Engage. Connecting you to the voice of the market. Contacts. www.decisyon.com

Decisyon/Engage. Connecting you to the voice of the market. Contacts. www.decisyon.com Connecting you to the voice of the market Contacts www.decisyon.com Corporate Headquarters 795 Folsom Street, 1st Floor San Francisco, CA 94107 1 844-329-3972 European Office Viale P. L. Nervi Directional

More information

Extension of ERP for marketing: internal system + external communication Microsoft AX Dynamics. Prof.dr. Dalia Krikščiūnienė

Extension of ERP for marketing: internal system + external communication Microsoft AX Dynamics. Prof.dr. Dalia Krikščiūnienė Extension of ERP for marketing: internal system + external communication Microsoft AX Dynamics Prof.dr. Dalia Krikščiūnienė Microsoft AX Dynamics- marketing module ERP in cloud Industry trends for ERP

More information

Voice of the Customer: How to Move Beyond Listening to Action Merging Text Analytics with Data Mining and Predictive Analytics

Voice of the Customer: How to Move Beyond Listening to Action Merging Text Analytics with Data Mining and Predictive Analytics WHITEPAPER Voice of the Customer: How to Move Beyond Listening to Action Merging Text Analytics with Data Mining and Predictive Analytics Successful companies today both listen and understand what customers

More information

smart. uncommon. ideas.

smart. uncommon. ideas. smart. uncommon. ideas. Executive Overview Your brand needs friends with benefits. Content plus keywords equals more traffic. It s a widely recognized onsite formula to effectively boost your website s

More information

Driving Customer Experience Excellency: 360 Degree Voice of Customers Analytics. Tan Meng Teck Head of Contact Center Solution Sales Avaya APAC

Driving Customer Experience Excellency: 360 Degree Voice of Customers Analytics. Tan Meng Teck Head of Contact Center Solution Sales Avaya APAC Driving Customer Experience Excellency: 360 Degree Voice of Customers Analytics Tan Meng Teck Head of Contact Center Solution Sales Avaya APAC Industry and Consumer Trends Driving Change in the Market

More information

CLICK DIMENSIONS OR MICROSOFT MARKETING MODULE? WHAT TO DO, WHAT TO DO? CLICKDIMENSIONS VS. MICROSOFT MARKETING MODULE

CLICK DIMENSIONS OR MICROSOFT MARKETING MODULE? WHAT TO DO, WHAT TO DO? CLICKDIMENSIONS VS. MICROSOFT MARKETING MODULE CLICK DIMENSIONS OR MICROSOFT MARKETING MODULE? WHAT TO DO, WHAT TO DO? CLICKDIMENSIONS VS. MICROSOFT MARKETING MODULE 1 AS A MARKETING PROFESSIONAL... I know the importance of staying up-to-date on the

More information

Deepening the Customer Relationship with Social Media:

Deepening the Customer Relationship with Social Media: Social Media March 2015 Thought Leadership Whitepaper Deepening the Customer Relationship with Social Media: A Sutherland Perspective Page left intentionally blank Sutherland Global Services Social Media

More information

Delivering new insights and value to consumer products companies through big data

Delivering new insights and value to consumer products companies through big data IBM Software White Paper Consumer Products Delivering new insights and value to consumer products companies through big data 2 Delivering new insights and value to consumer products companies through big

More information

Decision Matrix: selecting a speech analytics vendor

Decision Matrix: selecting a speech analytics vendor SELECTING A SPEECH ANALYTICS VENDOR 1 Decision Matrix: selecting a speech analytics vendor An excerpt from Ovum s report, OVUM052492 Executive summary In a nutshell This Ovum report explores the dynamics

More information

Engage your customers

Engage your customers Business white paper Engage your customers HP Autonomy s Customer Experience Management market offering Table of contents 3 Introduction 3 The customer experience includes every interaction 3 Leveraging

More information

Customer Centric Banking. June 2014, IBU Banking, SAP

Customer Centric Banking. June 2014, IBU Banking, SAP Customer Centric Banking June 2014, IBU Banking, SAP EMPOWERED CUSTOMERS ARE 79% 53% 59% Digitally Connected of customers spend at least 50% of total shopping time researching brands online. Socially Networked

More information

The SAS Transformation Project Deploying SAS Customer Intelligence for a Single View of the Customer

The SAS Transformation Project Deploying SAS Customer Intelligence for a Single View of the Customer Paper 3353-2015 The SAS Transformation Project Deploying SAS Customer Intelligence for a Single View of the Customer ABSTRACT Pallavi Tyagi, Jack Miller and Navneet Tuteja, Slalom Consulting. Building

More information

Understanding Your Customer Journey by Extending Adobe Analytics with Big Data

Understanding Your Customer Journey by Extending Adobe Analytics with Big Data SOLUTION BRIEF Understanding Your Customer Journey by Extending Adobe Analytics with Big Data Business Challenge Today s digital marketing teams are overwhelmed by the volume and variety of customer interaction

More information

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience Using a Multichannel Strategy to Deliver an Exceptional Customer Experience 10 things to consider when building a multichannel strategy to improve the customer experience Jesús Hoyos CRM industry analyst,

More information

SAP Big Data Helping Government Run Like Never Before

SAP Big Data Helping Government Run Like Never Before SAP Big Data Helping Government Run Like Never Before 2005 2 2013 3 Big Data is Driving Innovation and Value for Public Sector Trends We See Ensure safe, sustainable communities Provide the next generation

More information

GUIDE CAMPAIGN MANAGEMENT BOARDS. How to Use Boards for. How to Set up a Board

GUIDE CAMPAIGN MANAGEMENT BOARDS. How to Use Boards for. How to Set up a Board How to Use Boards for CAMPAIGN MANAGEMENT BOARDS GUIDE How to Set up a Board BOARDS are highly customized, interactive dashboards that ubervu via Hootsuite users can personalize to fit a specific task,

More information

How to Retain Business Continuity with a Cloud-Based Emergency Notification System

How to Retain Business Continuity with a Cloud-Based Emergency Notification System How to Retain Business Continuity with a Cloud-Based Emergency Notification System Contents Introduction 1 Use Cases 2 Security and Reliability 5 Conclusion 6 Introduction It wasn t all that long ago when

More information

Enterprise Grade CRM on Cloud

Enterprise Grade CRM on Cloud www.efffiasoft.com TAKE YOUR BUSINESS TO THE NEXT LEVEL WITH EFFIASOFT S Enterprise Grade CRM on Cloud Customer Relationship Management A comprehensive, easy-to-use, customizable and integrated solution

More information

Sentiment Analysis on Big Data

Sentiment Analysis on Big Data SPAN White Paper!? Sentiment Analysis on Big Data Machine Learning Approach Several sources on the web provide deep insight about people s opinions on the products and services of various companies. Social

More information

Customer Experience Management

Customer Experience Management Customer Experience Management 10 tips for the successful development and execution of Chris Bland Research Director SPA Future Thinking Introduction, sometimes referred to as Customer Feedback Programmes,

More information

Using Google Analytics to Become a Better Marketer

Using Google Analytics to Become a Better Marketer Using Google Analytics to Become a Better Marketer Agenda The Five Stages of Travel (The Buying Process) Importance of Google Analytics Audience Reports Acquisition Reports Behavior Reports Analytics in

More information