Walter Adamson
Walter Adamson
I help firms create optimal customer experiences by integrating social data, teams & processes with enterprise systems.
The much vaunted 360-view of the customer can be a bottomless pit without a clear data strategy. I help you deliver a greatly improved customer experience starting with a "45-degree" view of the customer, fully utilising social data analytics. I clarify your objectives and what data you need to service them, and guide you to operationalise "social at scale" to consistently deliver valuable customer experience at every social touch point.
Missing the mark – Bank 2012 Core Challenges and why they are not
IT News reports that ANZ CIO mulls 2012 challenges, competitors but I'm puzzled that the "challenges" appear so routinely operational. In a world which...
IBM’s social business journey – are Partners on the same train?
@tiffanywinman wrote a good post at the IBM Software Blog to celebrate Social Media Day. It's full of impressive statistics which show how far...
3 reasons Office365 helps Google Apps and vice-versa
After more than eight months of hype Microsoft's cloud-based productivity suite, Office 365, formally went live Tuesday with Microsoft launch events from New York...
Owning the customer relationship doesn’t mean owning the customer
Do companies honestly think that they can "own the customer" these days? I'm astounded to say that some behave as if they do, in...
Business model innovation yields Apple 100X growth
News is pouring out of the WorldWide Developers Conference but here are is simple snapshot of the numbers for Apple. Impressive all round: Over 25...
Social business powers Ninefold cloud while competitors fold
Social business strategy creates such a profound shift that the competitive effects can be devastating. But you don't usually see it so starkly, and...
2 Business Transformation Markers from Apple WWDC 2011
There's news galore about Apple's Worldwide Developer Conference announcements, but amongst the mountain of new feature analysis and reporting I see two transformational items...
Social media strategic, but no social media strategy – report
A recent HBR / SAS survey of how organisations are using social media is worth reading. Its analysis is biased towards SAS's interests in...
Cloud directions Facebook versus IBM, light-bulbs versus furnances
IBM and Facebook are not really fighting each other, just looking at the world from opposite ends of a telescope. Consider, IBM has to...
Is social business just better customer service?
Debate around the role of brands has been endless, and there is no end in sight. Is it all too complicated? Is a brand simply…
5 Takeaways from #Msft Global SMB Cloud Adoption Survey
Microsoft's new SMB cloud survey is impressive because of the coverage - almost 200 SMBs in each of 16 countries, having between 2 and...
3 Reasons Cloud Computing as Business Transformation is misunderstood
The BBC recently published an article which became popular in the buzz - Getting your business cloud-ready. This was often retweeted as "cloud taking...
3 Reasons to put Business back into Social Business
Three reasons to get "business" back into Social Business are: to manage its risk, complexity and cost as a major project initiative; to ensure...
Why sales enablement should not be in Marketing
At OutsideIn View Jennifer Doctor asked "how do product marketing professionals, ensure that our sales team is effective and ready to sell our new...
Social Shift: Brian Solis move to Altimeter signals consolidation in social media firms
Brian Solis has a Klout ranking of 78 and Klout generates this summary of his Twitter status: Brian Solis is a Celebrity You can't get...
Small business going zero-IT with Google Apps
I like TechWorld's article on how Mo's Mobiles, is using Google Apps to bypass the IT department — not that I have anything against...
Real company – no website – Hearsay goes all Facebook
It had to happen. When you go to Hearsay Corporation they proclaim "This is not our website" - and direct you to social media,...
Vodafone kills complaint form because too many complaints !!!
Would a company in crisis management choose to disable it's online customer contact because it is getting too many complaints? If the company is...
The ABC of Cloud Security
It's clear that security ranks high if not the highest in the general concerns about companies migrating to the cloud. This is despite reputable...
The Value of Hutch Carpenter’s Customer Feedback Innovation Model
Hutch Carpenter's Three Models For Applying Customer Feedback to Innovation is the best post on business innovation and social media feedback that I have...