How consumer conversation will transform business

Achieving operational excellence series

How consumer conversation will transform business examines how new technologies and new methodologies are transforming a new source of consumer data — the customer's thoughts, intentions and innovative ideas obtained from conversations found in blogs, message boards, phone calls and other interactive media — into a dramatically deeper understanding of consumers.

We believe this granular, real-time view of unfiltered behaviours and attitudes has the potential to disrupt consumer-oriented businesses across numerous industries, including telecommunications, entertainment and media, retail, and consumer packaged goods. The white paper discusses specific strategies on how companies can achieve incremental improvements in business processes, technology, and organisational culture.