Esteban Kolsky
Esteban Kolsky is the founder and principal of thinkJar, a Customer Strategy consulting and think tank organization helping vendors and user successfully become better, more open, and more collaborative organizations. More information about thinkJar
A Model for Anticipatory Analytics
I hope you read my last post about what’s wrong with Predictive Analytics – that’s the basis for this post. I would like to explain how Anticipatory Analytics should work – and give you an idea of what the value is. This is, in essence, what predictive analytics should’ve been in generation 1.0, and how […]
Fixing The Suckiness of Predictive Analytics
You have been so nice to respond to my publishing of “old” work that was never shown that I want to continue doing that. What follows is the first of a three part series (when you are breaking down a 3-4 page writeup into pieces three parts seems to be about ideal). I was tasked […]
How SAP Missed An Opportunity
Hello, it’s me again. Your Friendly SAP — foe? If you follow me you know that I admire the technical prowess of SAP, but despise about twice as much their marketing “acumen” (there are no other words that are politically correct and fit nicely between quotation marks). I wrote about it in more detail in […]
Stop Talking About Digital Transformation
What? I mean, what???? Seriously? Just last year two of my seven posts (yeah, didn’t do that well writing in my blog last year – but been working to remedy that by posting links to my other writings around the world – but I digress) were about digital transformation. I have been talking about digital […]
The Silent Rise of Chat in Customer Service Adoption
Continuing on the delivery of the early insights into the third version of the customer service adoption and usage study we are conducting with our friends at KANA, A Verint Company (the summary of early findings is here, and the findings on social can be found here, mobile here, and operationalization of customer service here) […]
The Operationalization of Customer Service
Continuing on the delivery of the early insights into the third version of the customer service adoption and usage study we are conducting with our friends at KANA, A Verint Company (the summary of early findings is here, and the findings on social can be found here, and mobile here) I’d like to explore a … Continue reading The Operationalization of Customer Service →
The Emergence of Mobile Customer Service
Continuing the series of blog posts examining the early results of the customer service channels adoption and usage study generously sponsored by KANA, A Verint Company (read the summary here, the previous entry on social here, and watch this blog for the next entry in a week) I want to address some of the findings […]
The Baffling Advances of Social Customer Service
I shared with you the first of four top-level insights gathered via the research I conduct every year (thanks to the sponsorship of my friends at KANA, a Verint company). If you have not read them, you can read the high level entry here. I am today going to start sharing the first of four […]
Channel Adoption and Usage Study in Customer Service: Third Year
As I promised earlier this year, I conducted the third run of the channel adoption and usage study (focused on customer service) that my friends at KANA, a Verint Company, continue to generously sponsor. Truth be told, it took a little longer than expected to get to the right number of answers, but we did […]
Platforms: What FinancialForce, Xactly, and Hubspot Understand
Platforms – can’t live with them… pass the potatoes. I know, we all hate platforms. The crux of the problem is explaining what a platform is and how it works, I can write for ages about the details and go into nitpicking details – and never publish. The closest I got to it was the […]
