CMO

HP transforms customer experience with social intelligence

A new solution from HP enables companies to use information from social media and unstructured data to optimize customer experiences, manage brand reputation, empower resources and drive innovation.

The new HP Social Intelligence Solution monitors and manage market sentiments, perceptions and trends that allows customers to win, keep and grow high-valued customers.  Additionally, organizations can use it to protect and enhance brand reputation.

“Companies have an endless supply of social media tools and information at their disposal, but they don’t yet know how to manage and exploit it to generate enterprise value,” said John McInerney, vice president, Strategic Enterprise Services, Enterprise Services, Asia Pacific and Japan, HP.

HP said social media channels and mobile technologies have fundamentally changed consumer behavior. Customer information traditionally collected by IT departments represents only a small proportion of what is available. By combining all of the data available, enterprises can drive significant competitive advantage and enterprise value.

The new suite of services offered by the new solution include:

Social Intelligence Strategy Alignment Workshop
- Assesses opportunities to exploit social media data sources and determine how business intelligence can be extended to achieve enterprise goals.

Social Intelligence Master Plan
- Identifies key enterprise drivers and provides a detailed plan for capturing and integrating social media data with existing structured customer data.

Social Intelligence Competency Center
– Enables clients to establish the organization, processes and governance structures needed to take advantage of information available through social media.

Social Intelligence Proof of Concept
– Demonstrates the impact and technical feasibility of capturing, integrating and extracting value from social media data.

Social Intelligence Solution Implementation
– Helps clients operationalize their social intelligence solution to generate deeper customer insight.

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