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Giannetto Speaking at Gartner Catalyst Conference – San Diego 8/11 & 8/12

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cat2015
David Giannetto will address the #GartnerCAT on both 8/11 & 8/12 in San Diego

David Giannetto, author of Big Social Mobile and SVP of Salient Management Company, will be address attendees at this premier Gartner event in a main session on 8/12 and a select group of senior exectives from the fortune 2000 in an invitation-only session on 8/11. The topic–how business intelligence and analytics applications are missing the true needs of management decision support–is a topic Giannetto has commented on many times in the past.

“The difference between information for analyics sake and information that can be used to drive the performance of an organization is the foundation of my work all the way back to my first book,” says Giannetto. “I’m sometimes amazed that even after a decade the main ingredients of success we discussed in the Power Grid–things that were progressive at the time–are largely and often unfulfilled by most of today’s information-based technology.” Perhaps as testament to this point, J. Wiley & Sons has just released The Performance Power Grid  in a second edition. “The duel sessions at Gartner’s Calatylst Conference is a great way to deliver this message to a broader audience (in the general session) and then have some deeper, more meaningful conversation (in the invitation-only session) with a select group of today’s leaders seeking to utilize information as the backbone of their organization’s decision-making process.”

To join David Giannetto, the Salient team, and conference attendees in San Diego visit the Gartner event website.

About the catalyst Conference: This event provides practical solutions, actionable advice & principled objectivity in ways you won’t find anywhere else. Technically focused & committed to pragmatic, how-to content, Gartner Catalyst Conference is designed to leave you with a blueprint for project planning & execution.

@salientmgmtcomp, @dgiannetto, @gartner_inc, #GartnerCAT

 

David Giannetto comments on Improving the Customer & Mobile’s Influence

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software-advice-logoDavid Giannetto in new Software Advice whitepaper on improving the customer experience

Big Social Mobile author David Giannetto sat down with Software Advice’s Craig Borowski to discuss the latest trends in “customer experience” improvement efforts, and the impact mobile has had on it. The discussion centered around the problems with the current definition of “omni-channel” and how creating what Giannetto has labelled and “omni-experience”–the unification of customer experience during every interaction across both the digital and  physical landscape–is creating significantly greater results for an organization.

Improve the Customer Experience
Through Better Mobile Support
IndustryView | 2015

Report Overview:

The customer experience, or “CX,” has become critically important in consumer purchase decisions. It is determined largely by the quality of the experience customers have when they look for product information and seek support—tasks they increasingly use mobile devices for. In this report, Software Advice investigates the degree to which U.S. consumers seek support through mobile, what kinds of CX problems they encounter and how companies can avoid these problems by better utilizing software.

Key Findings:

  1. Sixty-three percent of U.S. adults use mobile devices at least several times per month to seek customer support.
  2. Tech “early-adopters” aren’t the only ones who use mobile devices to seek service: even those who say they are “never first to buy new tech products” still seek mobile support more than once per month.
  3. Ninety percent have had poor experiences seeking customer support on mobile. Companies can mitigate this problem by creating a website with responsive design and using self-service information management.

Read the entire report on Software Advice’s website HERE.

Direct Link: http://www.softwareadvice.com/crm/industryview/mobile-support-report-2015/

About Software Advice: Software AdviceTM is a trusted resource for software buyers. We provide detailed reviews and research on thousands of software applications. Our team of software advisors provides free telephone consultations to help buyers build a shortlist of systems that will meet their needs. Software Advice is a Gartner company. Gartner (NYSE: IT) is the world’s leading information technology research and advisory company.