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Enterprise Feedback Management

What’s the Future of Feedback? Stay Tuned…

What’s the Future of Feedback? Stay Tuned…

By Esteban Kolsky on July 2, 2014

Back in 2001 – while an incredible talented, young, and successful Gartner analyst – I wrote a research note introducing  the concept of Customer Feedback Systems. In it I wrote about how feedback was poorly done as stand-alone surveys or outsourced entirely to market research firms (that in turn took too long to deliver insights) […]

Posted in Featured Posts, Trends & Concepts | Tagged Enterprise Feedback Management, ffedback, gartner

News Analysis: Verint Announces Intent To Acquire Kana For $514M

News Analysis: Verint Announces Intent To Acquire Kana For $514M

By R "Ray" Wang on January 7, 2014

Verint Adds to Vovici and Contact Center Assets To Expand Customer Engagement Offerings On January 6th, Melville, NY based Verint® Systems announced a $514M intent to acquire Sunnyvale, CA, KANA Software.  Verint is a software vendor with a core in analytical software.  Verint’s core offerings provide enterprise intelligence and security intelligence.  The acquisition is significant […]

Posted in Business | Tagged $KANA, acquisition, acquisitions, Admiral, American Greetings, analytics, Apps Strategy, Avon, Bank Leumi, Barclays, Big Data, BigData, Broward County, business intelligence, Capital One, Carglass, Chase, Chesire West and Chester, Chief Customer Officer, Chief Digital Officer, Chief Marketing Officer, Chief Service Officer, CIO, Citigroup, City of Boston, City of San Antonio, City of South Perth, City of Staffordshire, City of Toronto, Cloud, Comcast, Conrad, Constellation Research, Contact Center, Cox, CRM, CustExp, customer engagement, Customer Experience, customer experience management, customer relationship management, customer service, CXP, Data to Decisions, Data2Decisions, Digital Business, Digital Disruption, Domestic and General HSBC, EFM, enterprise, enterprise applications, enterprise apps, Enterprise apps strategy, Enterprise Business Apps, Enterprise Feedback Management, enterprise software, enterprise strategy, Foot Locker, Hanes Brands, Hyatt, ikea, ING, JCPenney, Kana Software, Macy's, Martha Stewart, mergers, Mergers And Acquisitions, News Analysis, Next Gen Customer, Next Gen Customer Experience, Next Gen CXP, NextGen, NextGenCXP, o2, Priceline.com, Quest, R "Ray" Wang;, Redcats, rwang0, Sears, social business, Social CRM, Software Insider, SoftwareInsider, Standard Bank, Starwood, Talk Talk Group, Telekom Austria, Telus, Time Warner Cable, Tracfone, UK HM Revenue and Customs, USPS, vendor strategy, Verint, VHI, Virgin Mobile, VOC, vodafone, Voice of the Customer, Vovici, walmart

EFM? Far From Dead, Thanks for Asking…

EFM? Far From Dead, Thanks for Asking…

By Esteban Kolsky on June 19, 2011

In 2001 I wrote a paper for Gartner introducing Customer Feedback Systems (it is available from Gartner if you are a client, it is under Archive, but easy to find – ping me if you want more details). In that paper I made the point that asking customers how they felt about specific experiences or […]

Posted in Featured Posts, Technology / Software | Tagged Customer Experience, EFM, Enterprise Feedback Management, gartner | 2 Responses

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