Turbotodd

Ruminations on tech, the digital media, and some golf thrown in for good measure.

Posts Tagged ‘business insight

Unleash Your Intelligence With Cognos 10

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At this afternoon’s Business Analytics session, IBM Software Business Analytics’ general manager Rob Ashe introduced Cognos 10, new software that combines the most sophisticated business analytics and optimization capabilities for today’s evolving workforce.

For the first time, the new offerings combine social networking and collaboration capabilities for the burgeoning mobile workforce, expected to reach more than 1.19 billion by 2013, bringing informed decision-making to people on the front lines.

Call it the democratization of informed decision making.

With this news, IBM is bringing business analytics capabilities to the masses with a new look and feel that more closely mirrors people’s every day use of technology including support for new mobile devices and integrated social networking capabilities for faster, more collaborative decision-making.

The new software takes analytics out of the traditional format of reports and charts to a more interactive design and broader analysis and insight making it easier by providing built-in images and videos to guide business users.

They can now gain instant insight with analytics in an easy to use format anytime, anywhere on their mobile devices.  These new capabilities will have a profound impact on the way all business users interact with their teams, partners, managers and customers around the globe.

Rob Ashe and his team demonstrated some of these new capabilities in the afternoon Business Analytics keynote, providing some very cool demos and an explosive (literally) introduction of the long awaited Cognos 10.

Rob Ashe, General Manager, Business Analytics, IBM Software, prepares to "unbox" the long-awaited Cognos 10 onstage at Information on Demand 2010.

Goin’ Mobile: New Analytics Software Brings Speed to Insight with Social Collaboration and Mobile

Spurred by the growth of mobile transactions, expected to grow by 40 times by 2015, the increase in the rate and pace of data is accelerating the IT opportunity around business analytics and optimization.  When combined with the unprecedented growth of the mobile workforce, this presents an opportunity for businesses to embrace the borderless office and extract intelligence to better interact with customers.

A recent IBM study with 1,900 CFOs globally revealed analytics-driven organizations had 33% more revenue growth with 32% more return on capital invested.

To address these changing market dynamics, IBM announced a set of new business analytics capabilities in the form of Cognos 10.

Cognos 10 is a new version of Cognos software that brings together the power of social collaboration and analytics for business users to gain real-time intelligence in a single, user-friendly interface  — online or through mobile devices such as iPad, iPhones and BlackBerries.

Today, with the launch of Cognos 10, IBM is delivering the most significant analytics offering since the acquisition of Cognos, one of the largest acquisitions in IBM history.

For the first time, this new software brings together the power of social collaboration with Lotus Connections software and business analytics with Cognos in one unified experience with intuitive navigation capabilities and simplified user experience.

This removes the frustration of having to interrupt user train of thought resulting from the need to switch between views to get the right information. The software supports the natural path of seamless views from browsing to investigation to decision making.

End-User Driven Analytics

This new software provides business users with an integrated view of historical information with real-time updates to give users a complete picture of their business.

Now, business users can benefit from accessing information with a range of views from simple real-time information to advanced predictive “what if” analysis.
The integrated social networking capabilities with analytics allow the employees to interact with each other in real time in communities, wikis and blogs.

This combination fuels the exchange of ideas and knowledge that naturally occurs in the decision-making process, but is typically lost in meeting notes, manual processes and emails.  Users can now initiate activities, engage others with their expertise, post messages, files, links, and discuss or review opinions – all in real time for faster, more accurate decision making.

The new Cognos 10 dashboard empowers the end user decision maker to manipulate their reports and make informed business decisions. No visit to the IT back office required (unless you just like making those visits.)

For example, a regional sales manager can spot a spike in sales in a popular pair of shoes with the store manager and marketing team in real time to identify the cause and brainstorm to resolve the issues around managing supply and demand.

Another scenario: Doctors can spot trends for patient treatment of certain diseases, share insight with other doctors, and agree on a preventative course of action and treatment with a team of doctors, all without having to change a single view with this in-depth information.

And yet another: A brand manager sees product sales declining and needs to discuss the issue with the store manager, production department, and marketing team – all at the same time. The manager can instantly set up a decision network to connect the right people and information to share insights and capture annotations.

Rob Ashe explained in his keynote that this was most exhaustive overhaul of the Cognos platform ever, and, appropriately enough, was driven largely by customer feedback and insight.

IBM continues to expand its multi-billion dollar investment in the business analytics and optimization market.

Over the past five years, IBM has invested more than $14 billion in 24 analytics acquisitions. Today, more than 7,000 IBM business consultants are dedicated to analytics.

Written by turbotodd

October 25, 2010 at 10:32 pm

Hertz and IBM: Catching The Voice Of The Customer

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At the Information on Demand event here in Las Vegas today, IBM announced that the Hertz Corporation and Mindshare Technologies, a leading provider of enterprise feedback solutions, are using IBM analytics software to examine customer survey data including text messages to better identify car and equipment rental performance levels for pinpointing and making the necessary adjustments to improve customer satisfaction levels.

That, and no more running through airports.

Hertz has partnered with IBM to use "Voice of the Customer" data, gathered from social media data, to gain new insights and improve the car rental customer experience.

As the world’s largest airport car rental brand with more than 8,300 locations in 146 countries, Hertz continually receives feedback from customers. To retain its competitive edge, the feedback is analyzed so that real-time identification of issues and rapid problem solving solutions can be deployed.

Using IBM Content Analytics software together with a sentiment-based tagging solution from IBM business partner, Mindshare Technologies, Hertz introduced a “Voice of the Customer” analytics systems that automatically captures customer experiences in real-time, transforming the information into actionable intelligence.

Hertz: Putting Front Line Employees Into The Decision-Making Driver’s Seat

Using a series of linguistic rules, Hertz’s “Voice of the Customer” system categorizes comments received via email and online with descriptive terms such as “Vehicle Cleanliness,” “Staff Courtesy,” and “Mechanical Issues.”

The system also flags customers who request a callback from a manager or those who mention #1 Club Gold, Hertz’s customer loyalty program (and of which I am a longtime member).

In the ultra-competitive world of vehicle and equipment rental, Hertz recognizes that understanding customer feedback and adapting the business accordingly is what drives market share and success.

But, most of this information is trapped inside free-form customer feedback surveys.  Prior to working with IBM and Mindshare Technologies, Hertz location managers read each customer comment submitted online via email or by phone and then manually categorized it for basic reporting and analysis.

This approach proved to be labor-intensive and inconsistent, as comments were categorized based on a manager’s personal interpretation.

IBM content analytics software has improved the accuracy and speed of the tagging and analyzing process, almost double what had been achieved manually, and setting the stage for more reliable analytics.

Free from manually tagging comments, Hertz field managers can now focus their attention on performing deep-dive analysis on the information, and allowing them to quickly identify trends or issues and adjusting operational service levels accordingly.

For you social media advocates, you know the Internet and new social media technologies have made consumers more connected, empowered, and yes, even demanding.

Like it or not, the average user is three times more likely to trust peer opinions over retailer advertising, underlining the importance for retailers to tap new technologies that pay close attention to what customers are saying.

This effort with Hertz reflects IBM’s focus on helping new customers get the most out of their information using analytics.

IBM recently created a new Business Analytics & Optimization services organization, with 7,000 consultants who can help clients get up and running with deep analytics capabilities.

IBM has invested more than $14 billion in the analytics space in the last four years with more than 24 acquisitions.

Blogger’s Addendum: The following video provides an excellent overview of the IBM and Mindshare “Voice of the Customer” solution they partnered on with Hertz:

Written by turbotodd

October 25, 2010 at 6:07 pm

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