Using Text Analytics to Derive Customer Service Management Benefits from Unstructured Data

Deriving value from structured data is now commonplace. The value of unstructured textual data, however, remains mostly untapped and often unrecognized. This article describes the text analytics journeys of three organizations in the customer service management area. Based on their experiences, we provide four lessons that can guide other organizations as they embark on their text analytics journeys.Click here for podcast summary (mp3)Click here for free 2-page executive summary (pdf)Click here for free presentation slides (pptx

Impliance: A Next Generation Information Management Appliance

ably successful in building a large market and adapting to the changes of the last three decades, its impact on the broader market of information management is surprisingly limited. If we were to design an information management system from scratch, based upon today's requirements and hardware capabilities, would it look anything like today's database systems?" In this paper, we introduce Impliance, a next-generation information management system consisting of hardware and software components integrated to form an easy-to-administer appliance that can store, retrieve, and analyze all types of structured, semi-structured, and unstructured information. We first summarize the trends that will shape information management for the foreseeable future. Those trends imply three major requirements for Impliance: (1) to be able to store, manage, and uniformly query all data, not just structured records; (2) to be able to scale out as the volume of this data grows; and (3) to be simple and robust in operation. We then describe four key ideas that are uniquely combined in Impliance to address these requirements, namely the ideas of: (a) integrating software and off-the-shelf hardware into a generic information appliance; (b) automatically discovering, organizing, and managing all data - unstructured as well as structured - in a uniform way; (c) achieving scale-out by exploiting simple, massive parallel processing, and (d) virtualizing compute and storage resources to unify, simplify, and streamline the management of Impliance. Impliance is an ambitious, long-term effort to define simpler, more robust, and more scalable information systems for tomorrow's enterprises.Comment: This article is published under a Creative Commons License Agreement (http://creativecommons.org/licenses/by/2.5/.) You may copy, distribute, display, and perform the work, make derivative works and make commercial use of the work, but, you must attribute the work to the author and CIDR 2007. 3rd Biennial Conference on Innovative Data Systems Research (CIDR) January 710, 2007, Asilomar, California, US

Big Data Analytic Framework for Organizational Leverage

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The Next Wave of CRM Innovation: Implications for Research, Teaching, and Practice

Globalization and customers’ ever-changing needs have created a hyper-competitive market. As a result, customer relationship management (CRM) has become a core topic of interest among both practitioners and academics. Further, over the years, with the advancements in the technology landscape, such as digital technologies, CRM has improved in myriad ways. This paper summarizes a panel discussion on CRM innovations held at the 2016 Pacific Asia Conference on Information Systems (PACIS 2016) in Chiyai, Taiwan. The panel discussed CRM fundamentals and how traditional CRM systems work in organizations. Then, the panel focused on the advancement in technology landscape such as big data, analytics, Internet of things, and artificial intelligence and how such technologies have transformed innovations in the CRM landscape. Finally, the panel highlighted the limitations in the current CRM curricula in the universities and how the curriculum today needs to reflect such advancements to enhance the union between the CRM curricula and the industry needs. Further, this paper provides future research ideas for academia and contributes to research interests on CRM in general

The Efficacy of the “Big Data” Syndrome and Organizational Information Governance

This paper addresses the challenge of big data for the design of organisations in governance. Big data refers to the availability to organisations of massive amounts of heterogeneous and continuously updated information. Practitioners agree that the availability of such information creates challenges and opportunities for organiations that have never been seen before. The article presented here takes up this challenge and discusses avenues for future research and practice on organsiation design in the era of big data. The importance of digital technologies for social and economic developments and a growing focus on data collection and privacy concerns have made the internet a salient and visible issue in global politics. Surprisingly, little research has explored questions about the relations between business, governance and the internet. Government organisations are feverishly exploring ways of taking advantage of the big data phenomenon. This paper seeks to expand our knowledge of the intersections between business management, global governance and the digital domain

Social media competitive analysis and text mining: a case study in digital marketing in the hospitality industry

Objectives The main objectives of this study were to explore the effectiveness of using text mining to analyse the consumer generated content from online hotel reviews. Specifically, this study focuses on demonstrating the helpfulness of such tools in the case of Original Sokos Hotel Vaakuna Helsinki and Scandic Marski in Finland. By analyzing the current trends and patterns of the online reviews of the two hotels, the objective of the study is to understand the extent to which text mining can improve marketing decisions and thus bring value to consumers. Summary The tourism and hospitality industry has changed tremendously due to the emergence of online review platforms such as TripAdvisor.com. This study applies text mining analytics to conduct a content analysis on the social media content provided by hotel guests on these platforms. To gain competitive insights from the data, topic classification and sentiment analysis are used. Conclusions The findings of the research illustrate how topics and related sentiment can be identified from the online content. Although there are several similarities between the data regarding online discussion, the text mining analysis also identified some differences, which have the potential to contribute to gaining competitive intelligence in the industry. Overall, the study illustrates how simple text mining software, which requires little resources from firms can provide beneficial information about the market to hotels in international business

An Empirical Investigation of Big Data Analytics: The Financial Performance of Users versus Vendors

In the age of digitisation and globalisation, businesses have shifted online and are investing in big data analytics (BDA) to respond to changing market conditions and sustain their performance. Our study shifts the focus from the adoption of BDA to the impact of BDA on financial performance. We explore the financial performance of both BDA-vendors (business-to-business) and BDA-clients (business-to-customer). We distinguish between the five BDA-technologies (big-data-as-a-service (BDaaS), descriptive, diagnostic, predictive, and prescriptive analytics) and discuss them individually. Further, we use four perspectives (internal business process, learning and growth, customer, and finance) and discuss the significance of how each of the five BDA-technologies affect the performance measures of these four perspectives. We also present the analysis of employee engagement, average turnover, average net income, and average net assets for BDA-clients and BDA-vendors. Our study also explores the effect of the COVID-19 pandemic on business continuity for both BDA-vendors and BDA-clients

Understanding the Structure of Agile Software Development Using Text Analytics: A Preliminary Analysis

The tenets of agile software development (ASD) were formulated over fifteen years ago. Since then, a number of methods and best practices have emerged, which, in turn, have spawned many research ideas. This study attempts to chronicle the evolution of thought in agile software development by using text analytics, an approach that is becoming invaluable in our efforts to understand unstructured text. Specifically, we use text analytics to unravel latent semantic relationships within the agile domain in order to get a sense of where we started, where we are today, and what to anticipate in the future