Moves by TransUnion and Experian in the ID&V and Fraud space demonstrate continued investment in new security technologies and modalities, and also signal time for credit bureaus to disrupt themselves through distributed architectures.
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.
British Gov’t Coaxes Utilities, Banks, Card Issuers to Make Personal Data Available
The British Government’s Department for Business, Innovation and Skills formally launched a program called MiData to make sure that personal data “should be released back” to customers or prospects when requested.
Webcast: Transforming Customer Engagement to Positive Customer Advocacy
Opus Research’s Dan Miller will introduce and moderate a presentation by Jennifer Rufati, Head of Customer Operations Customer Service Centres at Australia’s Westpac Bank.
Hot Off the Virtual Press, “Rethinking Customer Service: The Call Center as Corporate Information Hub”
TheSocialCustomer.com has issued a report entitled “Rethinking Customer Service: The Call Center as Information Hub.” I contribute a section about new roles for Customer Service Reps (CSRs) in support of Conversational Commerce.
McKinsey Report Provides Only One Side of the VRM+CRM Story
The McKinsey & Company Global Institute just issued a report entitled “Big Data: The Next Frontier for Innovation, Competition, and Poductivity.”
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.
The SugarCon Connection: Conversational Commerce Meets Classic CRM
Doc Searls, Drummond Reed and I participated in the closing keynote and panel at Sugarcon 2011, which is SugarCRM’s annual customer and developer conference.
Orange SF Spotlight Event Delves into the “Future of Shopping”
Orange-San Francisco kept the conversations on “Conversational Commerce” very lively by holding a “Spotlight on The Future of Shopping” on March 8.