It’s not uncommon for people in the tech world to create a new term when they feel like an old one has lost its lustre.
But in the case of “social intelligence”, we really are referring to the next generation of how social data informs your enterprise far beyond “brand watching”, listening or monitoring.
What’s so different?
We all know how social media has revolutionized the web. In fact, you could argue that social media now is the web, since the construct of social pervades nearly every corner. The static web is all but extinct.
So we’ve taken the unfiltered, dynamic voices of the web and amplified them exponentially.
The difference between “now” and “then” is a function of two important things: 1) scale; and 2) customer relevance.
How Data Has Grown Up
When people talk “Big Data”, what they’re really referring to is the huge masses of unstructured data that comes from the complex social interactions that make up the web today. It’s impossible to just run that kind of data through a spreadsheet.
Sysomos processes several terabytes of data in a day, and that adds up to several petabytes of data in a year, and it is ever-increasing as the universe of the web continues to expand.
Applying the sophisticated math and science to make sense of that data and deliver something meaningful and actionable in a dashboard is no small feat, and Sysomos is one of the few companies in the world that is working with data at this scale.
So when we talk about Intelligence, we truly mean moving the needle from simply finding “hits” on a mention of a keyword to understanding the historic patterns in the data and using that information to not only predict what could happen next through predictive analytics, but get in front of future events.
Why is being predictive so darned important?
Customer needs have evolved far beyond just needing a response to a tweet (though we still have work to do to make that a mainstream best practice, but that’s for another post).
Frankly, the real promise of social – the one we all talked about back in 2006 or so – hasn’t really been fulfilled.
We promised that social would create for customers a more personalized, relevant, real-time world.
Now, data science like we’re doing at Sysomos is finally allowing us to deliver on that promise by observing and analyzing patterns in information, behaviours, preferences…and helping companies deliver exactly the right content, offer, or product in the moment when someone needs it, where it’s most appropriate.
It’s not just about listening anymore.
Social intelligence brings about an age of understanding influence, measuring community dynamics, predicting future outcomes, and applying those learnings to create mass relevance through products, experiences, and business operations in real-time.
We can not only become the early warning system for business threats and opportunities, but the engine for customer advocacy inside the business.
We can pinpoint the trends AND use that information to help access the “dark” side of social, including the silent majority of people that never publish content but use the web to inform their buying decisions and lifestyles.
And most importantly of all, delivering this level of customer experience and relevance means that we help future-proof companies. We are arming them with the information they need to constantly skate to where the puck is moving, make smart pivots, stay the course when warranted, and shape a business dynamically around the ever-more sophisticated and connected consumer.
That’s a heck of a lot more than the “show me when someone mentions my brand” stuff we started with.
The future is here, and it’s a socially intelligent one.
Are you ready to meet it?
If you’d like to get a taste of what Sysomos’ social intelligence solutions like MAP and Heartbeat can do to move beyond brand mentions and create relevance for your customers, sign up for a demo of the smart, new Sysomos today.