Ray Wang: Why engagement matters in an era of customer experience

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Published on Wed, 19 Sep 2012 13:00:00 +0000 Indexed on 2012/09/19 15:47 UTC
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Why engagement matters in an era of customer experience

R "Ray" Wang
Principal Analyst & CEO, Constellation Research

Mobile enterprise, social business, cloud computing, advanced analytics, and unified communications are converging. Armed with the art of the possible, innovators are seeking to apply disruptive consumer technologies to enterprise class uses — call it the consumerization of IT in the enterprise. The likely results include new methods of furthering relationships, crafting longer term engagement, and creating transformational business models. It's part of a shift from transactional systems to engagement systems.

These transactional systems have been around since the 1950s. You know them as ERP, finance and accounting systems, or even payroll. These systems are designed for massive computational scale; users find them rigid and techie. Meanwhile, we've moved to new engagement systems such as Facebook and Twitter in the consumer world. The rich usability and intuitive design reflect how users want to work — and now users are coming to expect the same paradigms and designs in their enterprise world.

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Ray is a prolific contributor to his own blog as well as others. For a sneak peak at Ray's thoughts on engagement, take a look at this quick teaser on Avoiding Social Media Fatigue Through Engagement

Or perhaps you might agree with Ray on Dealing With The Real Problem In Social Business Adoption – The People!

Check out Ray's post on the Harvard Business Review Blog to get his perspective on "How to Engage Your Customers and Employees."

For a daily dose of Ray - follow him on Twitter: @rwang0

But MOST IMPORTANTLY.... Don't miss the opportunity to join leading industry analyst, R "Ray" Wang of Constellation Research in the latest webcast of the Oracle Social Business Thought Leaders Series as he explains how to apply the 9 C's of Engagement for both your customers and employees.

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