Last week I had the unfortunate experience of trying to deal with American Airlines regarding some travel arrangements via its Advantage help desk. I literally spent hours on the phone trying to get to the right person. I won’t bore you with the details of my experience, however I did want to talk about how… Continue reading Closing the loop in customer experience management: When it doesn’t work
Tag: social media analytics
SAP moves to social media analysis with NetBase partnership
Today, SAP and NetBase announced that SAP will resell NetBase solutions as the SAP® Social Media Analytics application by NetBase. What does this mean? According to the announcement: “SAP Social Media Analytics is a cloud-based solution that is able to process more than 95 million social media posts per day. It uses an advanced natural… Continue reading SAP moves to social media analysis with NetBase partnership
Fern Halper's data makes the world go 'round 