7th
January
2009
Tom Davenport had an interesting post for 2009 – The Year Ahead: Make Better Decisions – and it prompted me to highlight a couple of things you should definitely be planning to do in 2009.
Make a list of the key decisions that drive your business
Conduct a decision audit, or hire me to, so you know [...]
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posted by James Taylor in Analytics, Business Rules, Data Mining, Decision Management |
24th
October
2008
Tim Walters of Forrester had an interesting post this week – Is Web Personalization Now A Matter Of “Thurvival”? in which he emphasized that, even in a downturn, getting better at web personalization has a payoff. Now I think personalization is a good thing and the evidence that it results in more engagement, better results [...]
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posted by James Taylor in Decision Management |
18th
August
2008
David Rance had a nice piece on CustomerThink called Great Service Has to Be Institutionalized if It Is to Become the Norm. In this post he identifies decision making as important, which I think is true. Now his focus is on culture (very important) but mine is different. What if you used your systems to [...]
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posted by James Taylor in Decision Management |
2nd
July
2008
Reading 1:1 today I saw a great story about Gulf Bank called Overcoming Customer Interaction Roadblocks. This bank has a problem because it’s customers can’t get mail. How does it address this? By using it’s ATMs as a delivery device for messages! Putting relevant, timely, personalized information on the ATM when you use it. No [...]
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posted by James Taylor in Decision Management |
4th
April
2008
My friends over on the Diamond Analytics blog posted an update to an old post today where they talked about some recent instances where the ATM is being used as a sales channel. Ron Shevlin had a good comment on the original post about the appropriateness of the channel given queues, screens etc. so I [...]
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posted by James Taylor in Analytics, Business Rules, Decision Management |