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Posted by Zach Hofer-Shall on April 12, 2011
As much as I believe in the power of social media data, I've always stood by the fact that if you just monitor social media, you'll only learn about social media. If you want to learn about your customers, you'll have to look at them across all of their varied communication channels.
With this concept in mind, today NM Incite and Clarabridge announced they are joining forces — and data — through an integration partnership. The strategic alliance gives customers the ability to feed NM Incite's social data through Clarabridge's text analytics platform, run sentiment analysis, and combine it with other voice of the customer (VoC) data. This partnership signifies two important areas for Customer Intelligence professionals:
This announcement comes just a few days after more social data news — Kana's acquisition of Overtone (PDF warning). Overtone made an impressive transition from an enterprise text analytics vendor to a social-focused listening platform over the last few years and will give Kana a social-boost to its customer service software. The strength Overtone brings Kana, relates to both bullets above: Overtone has experience combining social and customer data, processed through its proven text analysis methodology.
For the rest of us, this means yet another busy week in the social data world. Congrats to Kana, Overtone, NM Incite, and Clarabridge. I'm looking forward to what happens next.
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