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ATM

Next session for me at FICO World is one focused on where customer decisioning is going. John Rymer of Forrester began by presenting some of the major trends found in a recent Forrester survey conducted for FICO: Customer modeling is getting much more sophisticated as companies try and understand large numbers of customers more precisely [...]

Jim Davis of SAS had an interesting post back in October – What do retail banking customers want?– in which he talked about the results of some consumer surveys and the banking industry’s response. The three results Jim discussed were clarity and fairness, easy access and quality customer experience. Interestingly I see all three of these [...]

National Australia Bank group (a 15 year Teradata customer) presented on their use of Teradata for multi-channel marketing. NAB has 10.9M customers worldwide and about 38,000 staff. Brock Lynch, from the marketing group within the retail bank, gave an overview of their analytical CRM approach. NAB sees its analytical CRM assets as: Complete customer data [...]

There has been a lot of twittering between some of my colleagues (@CMatignon, @mgualtieri, @johnrrymer, @NeilRaden) around rules, decisioning and CEP. As such I thought I would write a quick blog post on the topic as it seems to me that the reason for confusion and for some of the back and forth I see [...]

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 [...]

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 [...]

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 [...]

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 [...]

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 [...]