Mattersight Announces Three New Customer Pilots Leveraging Company’s …
CHICAGO, IL, Apr 26, 2012 (MARKETWIRE via COMTEX) –
Mattersight Corporation
/quotes/zigman/5313242/quotes/nls/matr MATR
+2.95%
today announced the signing
of pilot contracts with three new customers, all leveraging
Mattersight’s patented process for applying behavioral models to
customer interactions. The first new customer is one of the top five
hotel groups in the world and the other two new customers are among
the largest private sector universities in the United States. One of
these pilot contracts was signed in Q1 and the other two pilot
contracts were signed in Q2. All three customers represent new logos
to Mattersight and the company estimates that these accounts have
approximately 12,000 total seats to which Behavioral Analytics could
be targeted.
Mattersight’s Behavioral Analytics service identifies the recurring
language patterns and linguistic markers that characterize human
interaction patterns and advertise the ways in which people prefer to
be interacted with by automatically analyzing every second of every
captured interaction, using millions of proprietary algorithms and
unique behavioral models. The output of this analysis is hundreds of
contextually accurate data attributes, such as personality, distress,
attitude and sentiment, empathy, and engagement. The resulting
analytics provide the basis for deep insight into the current and
future behaviors, expectations, and performance of both customers and
employees. Using this data, Mattersight will be partnering with the
two private sector universities to drive significant business value
by:
— Predicting future behaviors and outcomes of current and prospective
students
— Enhancing the performance of admissions advisors
— Improving the admissions process
Mattersight will be partnering with the top hotel group to:
-- Increase customer satisfaction, guest experience and brand loyalty
-- Improve the efficiency and effectiveness of customer service
representatives
These pilots will leverage Mattersight's strong competencies and
expertise in managing big data when applying its behavioral model
algorithms. Every day, Mattersight captures over 70 trillion data
attributes, applies over 2 million algorithms, executes over 250
billion computations, and processes over 350 TB of data in order to
provide its customers with new and contextually accurate information
to understand their customers and improve their operations.
"We are pleased to announce these new customers and the validation
they give to Behavioral Analytics, and our unique behavioral model
applications and algorithms," said Kelly Conway, Mattersight's
President and CEO.
To learn more about Mattersight and the Behavioral Analytics service,
visit
www.Mattersight.com .
About Mattersight
Mattersight is a leader in enterprise analytics focused on customer
and employee interactions and behaviors. Mattersight's Behavioral
Analytics service captures and analyzes customer and employee
interactions, employee desktop data and other contextual information
to improve operational performance and predict future customer and
employee outcomes. Mattersight's analytics are based on millions of
proprietary algorithms and the application of unique behavioral
models. The company's SaaS+ delivery model combines analytics in the
cloud with deep customer partnerships to drive significant business
value. Mattersight's applications are used by leading companies in
Healthcare, Insurance, Financial Services, Telecommunications, Cable,
Utilities and Government. See What Matters(TM) by visiting
www.Mattersight.com .
Contact
David Gustafson
Vice President of Marketing and Product Management
(847) 582-7016
David.Gustafson@Mattersight.com
SOURCE: Mattersight Corporation
mailto:David.Gustafson@Mattersight.com
Copyright 2012 Marketwire, Inc., All rights reserved.
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MATR
Mattersight Corp.
US
: U.S.: Nasdaq
$
8.73
+0.25
+2.95%
Volume: 1,000
May 9, 2012 10:04a
P/E RatioN/A
Dividend YieldN/A
Market Cap$171.75 million
Rev. per Employee$130,471
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Cooperative interactions in the West Nile virus mutant swarm
RNA viruses including arthropod-borne viruses (arboviruses) exist as highly genetically diverse mutant swarms within individual hosts. A more complete understanding of the phenotypic correlates of these diverse swarms is needed in order to equate RNA swarm breadth and composition to specific adaptive and evolutionary outcomes.
Results:
Here, we determined clonal fitness landscapes of mosquito cell-adapted West Nile virus (WNV) and assessed how altering the capacity for interactions among variants affects mutant swarm dynamics and swarm fitness.
Our results demonstrate that although there is significant mutational robustness in the WNV swarm, genetic diversity also corresponds to substantial phenotypic diversity in terms of relative fitness in vitro. In addition, our data demonstrate that increasing levels of co-infection can lead to widespread strain complementation, which acts to maintain high levels of phenotypic and genetic diversity and potentially slow selection for individual variants.
Lastly, we show that cooperative interactions may lead to swarm fitness levels which exceed the relative fitness levels of any individual genotype.
Conclusions:
These studies demonstrate the profound effects variant interactions can have on arbovirus evolution and adaptation, and provide a baseline by which to study the impact of this phenomenon in natural systems.
Author: Alexander T CiotaDylan J EhrbarGreta A Van SlykeGraham G WillseyLaura D Kramer
Credits/Source: BMC Evolutionary Biology 2012, 12:58
Published on: 2012-04-27
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Rapid Interactions Tool, eActivity, Integrated into ePath Learning ASAP
NEW LONDON, Conn., April 16, 2012 /PRNewswire via COMTEX/ –
ePath Learning, Inc., a leader in cloud-based learning services, announced the integration of eActivity into its learning management service, ePath Learning ASAP.
eActivity allows users to create interactive eLearning activities without the need for Flash or Flash programming. In three simple steps, users can create custom Flash activities and add them into their eLearning programs, presentations or websites. Integrating eActivity into ePath Learning’s online learning management service enables users of all skill levels to easily make their online courses more engaging. The integration adds new functionality to eActivity, including a media library to store activities, audio capabilities, and collaborative access for creating, editing and sharing interactions.
According to Dudley Molina, CEO & President, ePath Learning, “We are excited to release a fully integrated eActivity within our LMS. We continue looking for ways to assist our clients in creating the best training programs possible by leveraging technology to reduce development time and cost. eActivity accomplishes this by putting the power of Flash activities into our client’s hands, without the need for expensive software or specialized developers.”
ePath Learning will continue to offer eActivity as a standalone service, in addition to the integrated version within ASAP. Rollout of an enhanced version of the standalone is expected later this month. A subscription to the integrated version provides all course builder and administrative users access to the full functionality of eActivity within the learning management service, ePath Learning ASAP.
About ePath Learning
ePath Learning, Inc. is a leader in cloud-based learning services. ePath Learning ASAP is a cloud-based learning management service that combines the content authoring features of an LCMS with the management functionality of an LMS into one, easy to use service available anytime, anywhere on any web browser. ePath Learning eSource is a private, secure, social network for the enterprise. ePath Learning also offers course development and conversion services through its award winning Pro Services team. ASAP gives organizations of any size an easy, cost-effective way to create, manage, measure and deliver learning content and training programs online.
Call us today at 908 722-6622, or go online to
www.ePathLearning.com .
*ePath Learning is a registered trademark and ePath Learning ASAP, eActivity and eSource are service marks of ePath Learning, Inc. Flash is a registered trademark of Adobe Systems, Inc.
Contact:Donna Lord860-444-6989 x16dlord@epathlearning.com
SOURCE ePath Learning, Inc.
Copyright (C) 2012 PR Newswire. All rights reserved
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A brief guide to neuroscience
What is neuroscience?
It is the study of the nervous system and, most notably, the brain. There are several areas of interest: neurobiology looks at the chemistry of cells and their interactions; cognitive neuroscience looks at how the brain supports psychological processes; and computational neuroscience aims to create computer models of the brain to test theories. Questions could include anything from why certain proteins appear in neurons to how the brain supports consciousness.
It seems to be a boom area in science at the moment, why?
The discovery of the first effective psychiatric drugs in the 1950s and 60s made neuroscience both useful and profitable and drug companies have poured billions into the area ever since. In the 70s, neuropsychologists studying brain-injured patients discovered that the mind seemed to be divided unevenly across the brain, suggesting the exciting possibility of an innate structure to the self. The birth of functional brain imaging in the 90s allowed us to see, at least vaguely, the brain in action and the images fuelled a massive popular interest.
A lot of neuroscience appears focused on brain processes we would never notice. How much brain activity is involved in powering the unconscious?
Probably a great deal, although the concept of the unconscious is a slippery one. What we experience consciously depends both on the context and what else the brain is doing. A brain function may go completely unnoticed in one situation but will lead to a distinct and noticeable experience in another. Recent studies on people waking from anaesthesia have put paid to the idea that almost all brain activity is unconscious. Massive amounts of neural activity are needed to keep us aware of the world. Probably, like an orchestra, not every component can be individually picked out, but almost all are needed to produce the final experience.
We see a lot stories illustrated with fMRI brain scans. What does this measure?
fMRI stands for functional magnetic resonance imaging and, to cut a long story short, measures where oxygen-rich blood accumulates in the brain, while the subsequent statistical analysis attempts to say how reliably these changes in blood flow are associated with the specific mental task being tested. As the more active areas need more oxygen, measuring oxygenated blood is a way of inferring where more work is being done.
What are the limitations of fMRI scans?
Firstly, blood flow isnt a brilliant guide to brain activity – it tends to unevenly lag behind neural activity. Secondly, fMRI doesnt have the same sensitivity across the whole brain, meaning some areas may seem less active when theyre not. But the most important limitation comes from difficulties with using statistics to analyse the massive amount of data the technique produces. Different statistical techniques can produce different results. All brain scan images need more than a little interpretation and, sometimes, a pinch of salt.
Neuroscientists have helped devise cochlear implants and devices to ameliorate the symptoms to Parkinsons disease. What other advances might we expect in this area?
One area looks particularly promising. Optogenetics involves genetically altering brain cells to be sensitive to light and then using fibre optic cables to stimulate them. Although its only been tested in animals, there are high hopes for its use in treating a range of neurological disorders.
Some people complain that neuroscience is turning psychology into a biological discipline – what are they getting at?
Its an argument about what we should value when explaining human experience and behaviour, and whether describing everything in terms of cellular interactions actually loses some of the phenomenon were trying to understand. If thats not clear, ask yourself: is love still love when you can only talk about molecules?
05.2.12Experimental Drug Eases Autistic Behaviors in Mice
By Jenifer Goodwin
HealthDay Reporter
WEDNESDAY, April 25 (HealthDay News) — An experimental drug reduced two signature characteristics of autism — repetitive behavior and abnormal social interactions — in laboratory mice, new research finds.
The drug, GRN-529, targets glutamate, a major neurotransmitter found throughout the brain thats involved with activating neurons, or brain cells. Researchers believe the compound works through a specific glutamate receptor (mGluR5) and decreases glutamate activity.
Researchers bred mice to have the hallmarks of autism — including unusual social interactions, impaired communication and repetitive self-grooming — and injected them with GRN-529.
Almost immediately, the mice showed fewer repetitive behaviors and more normal social interactions, although their communication was still not typical.
These findings offer encouragement that research focused on developing medicines for core symptoms of autism are gaining momentum, said study co-author Robert Ring, vice president for translational research for Autism Speaks, an autism research and advocacy organization.
Experts caution, however, that although studies in animals can be useful, the results of animal studies often dont hold up in humans.
The study is in the April 25 issue of the journal Science Translational Medicine.
Autism is a neurodevelopmental disorder characterized by problems with social interaction, verbal and nonverbal communication, and restricted interests and behaviors. An estimated one in 88 US children has autism, according to the US Centers for Disease Control and Prevention.
Until recently, experts believed that the core symptoms of neurodevelopmental disorders such as autism and Fragile X syndrome, a genetic disorder that shares many of the same symptoms as autism, couldnt be treated well with medications, because the underlying abnormalities were hardwired into the brain during fetal development, according to background information in the study.
But now that dogma is being challenged, said study co-author Daniel Smith, a senior research scientist at Pfizer Worldwide Research and Development.
Studies have suggested that some genes involved with autism play a role in the formation of brain synapses throughout childhood, and even into adulthood. That has led researchers to hunt for compounds that could alter how those genes function.
In Fragile X, for example, research suggests that excessive glutamate signaling may underlie the condition, and clinical trials are already underway by Novartis, Seaside Therapeutics and Roche to test other compounds that inhibit glutamate activity, Ring said.
Because Fragile X symptoms overlap with autism symptoms, we hypothesized this same mechanism might affect autism patients from populations other than Fragile X, Smith said.
In an accompanying journal editorial, Baltazar Gomez-Mancilla, executive director of translational medicine neuroscience at Novartis, wrote that GRN-529 reduced repetitive behavior and partially reversed lack of sociability in a mouse model of autism.
And yet this is only early stage, preclinical research that will help advance the understanding of molecular mechanisms involving the mGluR5 receptor and generate more avenues for research, Gomez-Mancilla said.
It is too early to speculate as to whether or not autism spectrum disorders can be reversed by small molecules, Gomez-Mancilla said.
Gomez-Mancilla wrote that this trial and previous work on mGluR5 inhibitors support further clinical trials. If the trials show the drugs are effective, a major question would be whether children should receive the drugs when diagnosed or if adults would also benefit.
Dr. Jeremy Veenstra-VanderWeele, an assistant professor of psychiatry, pediatrics and pharmacology at Vanderbilt University in Nashville, Tenn., said other considerations exist. Mice dont have to learn much throughout their lifetimes to engage in normal mouse activities, whereas humans need to learn a ton in order to function typically in a social setting, he said. We dont know how well interventions that normalize social interest at a defined point in time will impact actual social function.
05.1.12NICE Announces Finalists for 2012 Customer Excellence Awards to be Awarded at …
RUTHERFORD, New Jersey, April 24, 2012 /PRNewswire via COMTEX/ –
NICE
/quotes/zigman/59313/quotes/nls/nice NICE
+2.05%
, announced the finalists of the 2012 NICE Customer Excellence Awards after a popular online vote. All of the finalists will present their compelling stories at Interactions 2012, the annual NICE Global Customer Conference, where attendees will participate in a second round of votes on-site to select a winner for each category.
The NICE Customer Excellence Awards recognize 12 companies for excellence in Enterprise Implementation, Business Impact, and Compliance Implementation. Applications were evaluated by NICE User Group (NUG) members worldwide from contact centers in a wide variety of industries.
The finalists of this year’s awards are as follows:
Enterprise Implementation Excellence: Contax, Itaú, Liberty Mutual Insurance
Business Impact Excellence: Alliance Data Retail Services, American Airlines, Bell Canada, Fidelity Information Services, Go Daddy
Compliance Implementation Excellence: American Airlines, American Express, Banco Carrefour
In addition, DHL Express Russia will be recognized as having the European Contact Center of Distinction.
The Enterprise Implementation Excellence Award recognizes customers with innovative implementations of NICE Enterprise solutions during 2011, which display best practices including roll-out efficiency, product/solution adoption, and agent and supervisory staff training. The Business Impact Excellence Award recognizes customers using NICE Enterprise solutions or services to drive measurable improvements supporting their business goals. The Compliance Implementation Excellence Award recognizes customers utilizing NICE solutions to manage and achieve their compliance requirements while balancing cost of ownership and risk exposure.
Interactions 2012, NICE’s annual Global Customer Conference held in cooperation with the NICE User Group (NUG) Community, will be taking place from April 30 – May 3 at The Gaylord Opryland(TM) Resort & Convention Center in Nashville, TN. The event brings together more than 1,500 customers and industry leaders to network, share best practices and learn about exciting new industry trends and solutions for their organization. For more information on Interactions 2012, visit
http://www.nice.com/summit/interactions2011/home.php .
“The list of customers and their accomplishments is very impressive,” said Yochai Rozenblat, President of NICE Americas. “We are proud of their exceptional achievements in leveraging customer interactions to optimize business performance, and I look forward to hearing their stories in person during Interactions 2012. This year’s customer conference will once again provide NICE and our customers a great opportunity to share how we work together to deliver excellence in customer service and satisfaction.”
About NICE
NICE
/quotes/zigman/59313/quotes/nls/nice NICE
+2.05%
is the worldwide leader of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
http://www.nice.com .
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Systems. All other marks are trademarks of their respective owners. For a full list of NICE Systems’ marks, please see:
http://www.nice.com/nice-trademarks .
Forward-Looking Statements
This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including the statements by Messer Rozenblat, are based on the current expectations of the management of NICE-Systems Ltd. (the Company) only, and are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of the global economic environment on the Company’s customer base (particularly financial services firms) and the resulting uncertainties; changes in technology and market requirements; decline in demand for the Company’s products; inability to timely develop and introduce new technologies, products and applications; difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; pressure on pricing resulting from competition; and inability to maintain certain marketing and distribution arrangements. For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company’s reports filed from time to time with the Securities and Exchange Commission, including the Company’s Annual Report on Form 20-F. The forward-looking statements contained in this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by law.
Corporate Media Contact
Erik Snider, +1-877-245-7448, erik.snider@nice.com
Investors
Marty Cohen, +1-212-574-3635, ir@nice.com, ET
Anat Earon-Heilborn +972-9-775-3798, ir@nice.com, CET
SOURCE NICE Systems Ltd.
Copyright (C) 2012 PR Newswire. All rights reserved
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NICE-Systems Ltd. ADS
US
: U.S.: Nasdaq
$
38.42
+0.77
+2.05%
Volume: 169,982
April 30, 2012 4:00p
P/E Ratio42.23
Dividend YieldN/A
Market Cap$2.39 billion
Rev. per EmployeeN/A
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Add to portfolio
NICE
NICE-Systems Ltd. ADS
US
: U.S.: Nasdaq
$
38.42
+0.77
+2.05%
Volume: 169,982
April 30, 2012 4:00p
P/E Ratio42.23
Dividend YieldN/A
Market Cap$2.39 billion
Rev. per EmployeeN/A
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Simple solutions for bird/human problems
This time of year is when those unfortunate interactions are most likely to occur because birds are defending territories and raising their young. This is also the season when I start getting emails and phone calls from folks displeased by these interactions.
In the interest of better avian-human relations, I am listing the five worst bird-human encounters, and some brief suggestions on how to solve them as simply as possible without harming the bird.
Problem 1: Birds attacking your vehicles side view mirrors. The Record reported a few years back that woodpeckers were breaking car mirrors in several towns across North Jersey. About the same time, a Baltimore oriole was pecking away at a side view mirror on my wifes car, and pooping on the car door for good measure.
In all these instances, male birds saw their reflection in a car mirror and thought that another male was invading their territory. Their response was to drive out the intruder. This may not have been the brightest move, but explain that to the bird.
My solution was to put brown paper bags over the side view mirrors when my wife parked in the driveway, and after a week or two the oriole no longer saw the need to defend his turf.
Problem 2: Northern cardinals and other birds pecking at your home windows. This is a variation on Problem 1. The simplest advice this time of year is to keep your curtains closed and let your windows get a bit dirty to reduce the reflection.
Problem 3: Robins nesting over your door or another inappropriate spot. If you are not a live-and-let-live person, its best to remove the nest as soon as a robin starts building it. Dont be surprised if the robin will keep trying several times before getting the message. They can be very determined, and not very bright.
Problem 4: House sparrows building a nest in your window air conditioner or a vent. This can be annoying because these are noisy early birds, and problematic because you dont want clogged vents.
If the sparrows havent laid eggs yet, remove any nesting materials, fill in all crevices around the air conditioner unit and put screens over vents. If eggs or young are present, wait until they fledge, then immediately remove the nest and install the deterrents before the sparrows start a second brood.
04.29.12Interactions Corporation named ‘Cool Vendor’ by Leading Analyst Firm
BOSTON, April 24, 2012 /PRNewswire via COMTEX/ –
Interactions Corporation, provider of the most natural, conversational automated systems for customer care, has been named ‘Cool Vendor’ in the Cool Vendors in CRM Customer Service and Social, 2012 report by Gartner, Inc. on April 16th, 2012. According to the report, “Heads of customer service worldwide are demanding improvements to customer service, yet underlying applications often lack the flexibility to respond to changes in customer demands. Gartner looks at the new crop of customer service and social vendors.”
“We are honored to be recognized by Gartner as a Cool Vendor for CRM Customer Service and Social,” said Mike Iacobucci, CEO, Interactions. “We believe this recognition is a testament to the innovation that we bring to the industry and the commitment to quality that we have with our customers, their customer care initiatives, and ultimately, their callers. This recognition is evidence of the integrity of the company that we have built.”
Interactions builds and deploys automated Virtual Assistant applications that utilize industry-leading natural language technology, engaging callers in a manner that directly mirrors a live conversation.
Interactions will be holding a complimentary webinar entitled “How IVR is reshaping Revenue Generating Contact Centers” on April 25th at 2:00PM EDT. REGISTER TODAY.
ABOUT INTERACTIONS: Interactions Corporation enables companies to more effectively interact with their customers. Our patented technology for automated voice and other interactive systems delivers an unprecedented level of understanding that engages customers in a productive, natural conversation. The company serves a growing customer roster of industry-leading brands from its corporate headquarters near Boston, Mass., with additional facilities in Indiana and Texas. Learn more at
www.interactions.net .
DISCLAIMER: Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
MEDIA CONTACTS:
For Interactions Corporation: Dan Fox 508-507-9561 dfox@interactions.net
SOURCE Interactions Corporation
Copyright (C) 2012 PR Newswire. All rights reserved
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Delivering Inspiring Customer Interactions takes More than CRM
Those of you who know my evangelistic tendencies vis a vis CRM solutions may be shocked at the title of this week’s blog. What? Could Leaper be suggesting that CRM is not in itself the be-all and end-all?
No, it’s not. I rather like to think of CRM as the embrace-all, the make-sense-of-all. It’s a tool for bringing together both the standing pools and rushing streams of data and enabling you to see and seize the opportunities that occur in so many places and at so many often overlooked moments.
The Center of Things
I’ve written before about using CRM to deliver highly personalized services, and to enhance customer intimacy. Ideally, we aim to meet customers with precisely the right offer, delivered at precisely the right time, and at precisely the right price and conditions. CRM solutions can facilitate this, but only if the right information is coming into the solution. Moreover, it can facilitate this only if it can sort through and connect all that information and expose the opportunities that you seek.
The more raw data you have coming into your CRM solution, the more possibilities there are to expose opportunities. The more powerful and intelligent your CRM solution, the more likely it is to be able to see and seize the opportunities that are out there.
What kind of data are we talking about? That depends on your business and your customers. The history of your interactions with your clients–what they’ve purchased, with whom they’ve interacted, the history of on-time payments and the like–that’s simply a given. It’s what you bring into the CRM solution on top of that that provides you with new insights and opportunities. That might be feeds from social networks; it might be the record of particular customer preferences or quirks; it might be something completely external: long range weather forecasts, stock and commodities prices, or something else entirely.
Indeed, the datastreams into your CRM solution might include all these things and more.
Moving Away from the Center
Needless to say, you’ll require a high-performance CRM solution to ingest and process all this information. You also must have tools that are sophisticated enough to discover correlations and connections among huge amounts of information–and to do it quickly.
But just as important as the processing power at the center of your CRM solution is the movement of relevant information away from that center. If your CRM solution is over there and if the personnel who could be acting upon the opportunities are over here, you may as well not even have a CRM solution. You need to make sure that the people and systems in a position to seize the opportunities have the information they need to do so.
Previously, I mentioned that Virgin Atlantic would impress me to no end if it simply took the next step and went from being able to provide me with the milk and ice that I always request at take-off to remembering my preference for that beverage and offering it to me proactively.
Clearly, Virgin Atlantic could capture and store that nugget of information into its CRM solution if it wanted to. But if it stays in there, it does them no good. The real trick is to make sure that said nugget of information is in the mind of the cabin attendant when the attendant is making the rounds of the cabin for drink orders.
Does that present itself as an iPad app that interacts with the CRM solution? As a proactive prompt in a Bluetooth headset that is tied in with a location sensor in the plane? How that information gets to the cabin attendant is a matter for the clever people at Virgin Atlantic, but the real opportunity to delight me arises by getting that information to the attendant on my flight.
And that’s why delivering inspiring customer interactions takes more than CRM. Inspiring customer interactions may depend on a huge volume of information, coming from a wide range of both traditional and non-traditional sources. Even more importantly, inspiring customer interactions require an information infrastructure that can push the opportunities from the CRM solution out to the person or system that can seize that opportunity most effectively.
Here at SAP, that’s where our technology innovation is taking us. The HANA in-memory Big Data solution enables us to help clients make sense of all the datastreams they use and to find those golden nuggets of information that can lead to an inspired customer interaction. We’re coupling that with innovations in mobile, leveraging our Sybase know-how to ensure that those nuggets get to the people who can capitalize on this information–at the right time and in the right circumstances. Keep a look-out for the new SAP Customer Briefing app that we’re developing for the B2B market. Why? I’ve been playing with it–and it showcases like nothing else how we can deliver truly engaging CRM to meet the needs of today’s organizations.
###
04.29.12The shape of things, illuminated: Metamaterials, surface topology and light …
(Phys.org) — Finding new connections between different disciplines leads to new and sometimes useful ideas. That’s exactly what happened when scientists in the Department of Physics, Queens College, City University of New York (CUNY), in collaboration with City College of CUNY, Purdue University and University of Alberta, leveraged mathematical topology to create an artificially nanostructured anisotropic (exhibiting properties with different values when measured along axes in different directions) metamaterial that can be switched from a non-conductive dielectric state to a medium that behaves like metal in one direction and like a dielectric another. The metamaterial’s optical properties was mapped onto a topological transformation of an ellipsoidal surface into an hyperboloid and transitioning from one to the other dramatically increases the photon density, resulting in dramatic increase in the light intensity inside the material. The researchers state that by allowing topologically-based manipulation of light-matter interactions, these types of metamaterials could lead to a wide range of photonic applications in solar cells, light emitting diodes, displays, and quantum computing and communications.
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