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Week of April 9, 2018
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Editor’s Note
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Chris Murphy
Data-Driven Music
Can you use product usage data to spot great new product ideas and head off problems before customers even know about them? Sound United, which makes HEOS wireless speakers and other audio products, is getting those kinds of results from its cloud-based customer experience suite.

Here’s one example: users name their speakers in the HEOS online app used to manage their speaker system, and the most common approach is to name them based on their location. When the product team noticed that many of customers had a speaker named Bathroom, they saw an opportunity to create a new offering. They replaced the speaker’s cloth covering with a metal grille and made the device smaller and white-colored to better fit common bathroom space and décor. That device is now the best-selling speaker in the HEOS line.

Learn more about how Sound United taps usage data to deliver great products and proactive customer service in Data-Driven Music.

— Chris Murphy, Oracle director of cloud content
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