June 11, 2015
While social media platforms like Twitter and Facebook may get audiences to the door of a corporate website, online communities let them in, say experts.
May 15, 2015
The mistakes, best practices and tools that Facebook shares from its migration to Chef configuration management apply to your DevOps shop too.
March 27, 2015
Google is the latest of the tech giants hiring Wall Street hotshots. The CIO lesson? Partner with your CFO if you want to get ahead. Also in Searchlight: Facebook turns Messenger into an ecosystem; Twitter faces a gender bias lawsuit.
March 20, 2015
Facebook unveils a peer-to-peer payments tool on Messenger. Is it the next disruptor in the payments market? Also in Searchlight: Microsoft and Alibaba give biometrics a try; Yahoo says sayonara to passwords.
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Companies today know they can't get by with just a call center. And they know adding a website alone won't help much. They know where it's at: to improve customer experience, they'll also need a social media presence, a mobile app -- and they'll need to be reachable by text. A tall order, but nothing technology won't fix, right?
Wrong. Technology won't do a thing for them without a solid business strategy, writes Banafsheh Ghassemi in this chapter of The Multichannel Mandate e-book. That includes identifying the right mobile strategy, breaking down customer data siloes and exploring new technology such as mobile wallets and geolocation tools. Only then will companies be able to provide seamless customer service across communication channels -- serving customers on the phone, on social media and on the website -- without a rep asking them to repeat information they've already given. That, Ghassemi says, is the secret to beautiful customer relationships. Continue Reading
Internet content providers like Facebook and Google are already using SDN to improve hyperscale data center connectivity. But more could be done. Continue Reading
Facebook at Work is going where others have trod. Will the new enterprise social networking tool fare better than its predecessors? Continue Reading
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Weigh the pros and cons of technologies, products and projects you are considering.
Facebook at Work is a corporate social network tool positioned to rival Chatter, Yammer and other enterprise networking software. Can it succeed? Continue Reading
Hyperscale data center operators have radically altered their infrastructure with open network hardware that runs a range of operating systems. As this strategy trickles down into the enterprise, vendors are unveiling branded-but-open technology. Continue Reading
With approximately 1.3 billion users on Facebook alone and countless more on other social media sites, customers have never been more willing to submit personal information and comments about their increasingly high expectations -- as well as their experiences and problems. For companies, that means lots and lots of data. Unfortunately, many of them don’t yet understand what do with it.
In this chapter of the e-book The Risks and Rewards of Customer Experience Management, journalist Albert McKeon reports on the business practices at several organizations working to successfully improve the customer experience through data analysis. By analyzing user information, demographics and other personal information via social media, Moviepilot -- which requires users to sign in through their Facebook account -- says it now can better predict the viewing habits of its 20 million users. Next, McKeon tackles customer experience management in healthcare. Providers and other companies, such as international auditing firm KPMG, are aiming to help providers improve patient care through data analysis of treatment patterns, costs and medical outcomes. In the current healthcare climate, however, that’s a tall order. Before finishing up, McKeon offers up a few suggestions to ensure analytics success. Continue Reading
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Facebook and LinkedIn use graph databases for social applications. But enterprises should look into how a database like Titan can work with AWS. Continue Reading
The cloud computing market is growing and evolving at lightning speed. To keep up, follow five of the top cloud experts in 2015 on social media. Continue Reading
Employees nowadays want their business apps to work as smoothly as Facebook. It's making IT focus in on mobile user experience design. Continue Reading
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Team site functionality in SharePoint 2013 breaks down enterprise departmental boundaries and enhances team collaboration. Continue Reading
Email communications aren't dead, but social networking, cloud storage and collaboration tools have made it easier for employees to work together. Continue Reading
Learn more about the most common applications of PCIe solid-state cards today in this Expert Answer from independent storage expert Marc Staimer. Continue Reading