Closing the loop in customer experience management: When it doesn’t work

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

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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