VRM

New Report: The 10 Rules to Promote Conversational Commerce

Quality customer care is at a crossroads. It is quite possible that all the investment in “Big Data” and analytics can crowd out genuine conversations between customer care professionals and their customers. At the same time, the growth of social networks, especially on always-on mobile devices threaten to make marketing messages and branding efforts irrelevant. This short document provides 10 rules for engaging customers more effectively.

Enterprises in Denial: Dealing with the Personal Data Deluge (Global Survey Results)

A remarkably high percentage number of C-level executives indicate their companies’ lack of a defined strategy to deal with all the “personal data” provided by customers and prospects through a multitude of channels. Yet they also tell us of their plans to incorporate that data into “understanding intent” and forging better communications links that promote loyalty, profitability and product refinement.

C3 Meets Internet Identity, VRM and Personal Data Ecosystems

Last Friday (April 29), in preparation for the Internet Identity Workshop (IIW), Opus Research (with a big assist from Judi Clark) made our new headquarters the venue for a “C3 Salon.” The topics under discussion addressed some of the “boil the ocean” challenges, like building Trust Fabrics, establishing exchanges that would treat personal information as “intangible assets” or “alternative currency” or building a general consensus around making sure that “purpose binding” and “context switching” are baked into all future data sharing schema.