I am a computer scientist working on Cloud and SOA systems, Integration Management, and Enterprise Architecture.
See my work profile / CV.
About me | Contact | My other blog
See my work profile / CV.
About me | Contact | My other blog
If you are looking for my blog, "Journey through a Burning Mind", you can find it here.
As Forrester is saying, US consumers tend to use social networks to describe and vent their frustration when it comes to poor customer service experience.
This of course is not new, and lends more weight to the approach some companies are taking, in trying to utilize social networks for their benefit. Primarily, the big impact may not necessarily come exploiting such social networks in the form were designed to be used (e.g. status updates, company internal communication, interactions with customers, etc.) although this is already happening and customer services may well interact with their frustrated (or otherwise) customers in this way.
Instead, significant emphasis will/should be placed on aggregating all relevant information from social channels, analysing and understanding the customers’ complaints and comments, and then reacting in a timely manner to address them. E.g. the release of new products more often than not generates quite some buzz and useful feedback that may get lost in the social network chaos. Learning how to tap into this wealth of information may prove decisive.
To keep competing at the edge, companies will soon realize they have to leverage all social and internet tools at their disposal, and social communication channels should become a vital weapon in their arsenal -question is: when will we start seeing this in a systemic manner and at a larger scale?
This of course is not new, and lends more weight to the approach some companies are taking, in trying to utilize social networks for their benefit. Primarily, the big impact may not necessarily come exploiting such social networks in the form were designed to be used (e.g. status updates, company internal communication, interactions with customers, etc.) although this is already happening and customer services may well interact with their frustrated (or otherwise) customers in this way.
Instead, significant emphasis will/should be placed on aggregating all relevant information from social channels, analysing and understanding the customers’ complaints and comments, and then reacting in a timely manner to address them. E.g. the release of new products more often than not generates quite some buzz and useful feedback that may get lost in the social network chaos. Learning how to tap into this wealth of information may prove decisive.
To keep competing at the edge, companies will soon realize they have to leverage all social and internet tools at their disposal, and social communication channels should become a vital weapon in their arsenal -question is: when will we start seeing this in a systemic manner and at a larger scale?
Alongside my colleagues at Fujitsu and colleagues from CA Technologies, we have published a paper on how to leverage the Symptoms Automation Framework (SAF) in order to align the high level business requirements of a Cloud consumer to low level operational responses of a Cloud provider.
The paper, which emphasizes the key focus of SAF currently, was published in the proceedings of the 2nd International Conference on Intelligent Networking and Collaborative Systems (INCoS 2010). Lots of dicsussion was generated in the conference presentation, mostly around SAF as the arbiter or manager of managers for integrating information and knowledge across domains, and providing automated responses to business events.
Similar discussions took place last month in an IBM conference (CASCON), in which a whole workshop (”Integrated Diagnosis and Root Cause Analysis“) pretty much evolved around SAF
There are efforts making use of SAF right now and we’re getting some very positive feedback!
The paper, which emphasizes the key focus of SAF currently, was published in the proceedings of the 2nd International Conference on Intelligent Networking and Collaborative Systems (INCoS 2010). Lots of dicsussion was generated in the conference presentation, mostly around SAF as the arbiter or manager of managers for integrating information and knowledge across domains, and providing automated responses to business events.
Similar discussions took place last month in an IBM conference (CASCON), in which a whole workshop (”Integrated Diagnosis and Root Cause Analysis“) pretty much evolved around SAF
There are efforts making use of SAF right now and we’re getting some very positive feedback!
After 5 years working with Prof.Vladimir Getov at the Distributed and Intelligent Systems group of the University of Westminster, the time has come to move on. From tomorrow I will be working as a Senior Researcher for Fujitsu Laboratories Europe with Dr. David Snelling. More details to come soon…
The GridCOMP project was concluded with great success at the end of last month, receiving glowing comments from the reviewers! The final year review was held in Pisa at the very end of January.
I have personally spent about a year and a half working in this project in the Distributed and Intelligent Systems (DIS) group of Westminster, so I was particularly happy to see it finish in such a way! We, at the DISGroup, were leading the workpackage responsible for the design and development of a complete integrated environment for grid application composition -termed GridIDE*.
Well done to everyone involved. I will miss lots of the people I met during the project, but hopefully we will reunite in the future one way or another!
—
Footnotes:
I have personally spent about a year and a half working in this project in the Distributed and Intelligent Systems (DIS) group of Westminster, so I was particularly happy to see it finish in such a way! We, at the DISGroup, were leading the workpackage responsible for the design and development of a complete integrated environment for grid application composition -termed GridIDE*.
Well done to everyone involved. I will miss lots of the people I met during the project, but hopefully we will reunite in the future one way or another!
—
Footnotes:
- * True, not a very original name, but then again imagination seems to be restricted in such contexts [↩]