consumer

Beat the Clock with Decision Management

October 26, 2009

I saw this interesting article over the weekend – Beat the Clock « MIT Sloan Management Review.It discusses the power of time, especially consumer time, as a competitive weapon and is well worth a read. It seemed to me as I looked through it that decision management had a lot to offer. There were a [...]

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Enterprise Application 2.0

August 24, 2009

As organizations try to achieve agility, productivity and efficiency they often look to new technologies, new approaches to change the status quo. But when it comes to information systems, most large enterprises have an electronic backbone of legacy enterprise applications. Whether packaged or custom developed, these are “1.0″ enterprise applications. Or, more bluntly, dumb applications. [...]

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Decision Management Job – Head of Business Development USA

August 12, 2009

My friends at Marketelligent are looking for a head of business development for the US. Marketelligent is a Bangalore-based consulting firm providing a range of analytics services to global clients and across various domains – consumer banking, insurance, telecom, retail, manufacturing, travel, etc. Services provided include simple MIS and reporting all the way to [...]

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Recommendation Engines- not as Complicated as You Think

July 15, 2009

Some time ago I saw this interesting little post -Recommendation Engine Secrets We Don’t Want You to Know: It’s not as Complicated as We’d Have You Think – that made the point that:
Most recommendation engines use one of a handful of methods that are well understood
And they are correct, of course. Recommendation engines involve some [...]

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The answer to too much information and limited understanding is decision management (not experts)

July 7, 2009

Syndicated from BeyeNetwork
The Evidence Based Management blog had a post on Why experts are so often wrong that discusses a book by Philip Tetlock (Expert Political Judgment: How Good Is It? How Can We Know?)
In a world filled with expert predictions that are mostly incorrect, and filled with people who eagerly seek such predictions even [...]

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First Look – ID Analytics and MyIDScore

June 22, 2009

I got a briefing from ID Analytics recently – mostly to catch up on their new service for consumers My ID Score (https://myidscore.com).
ID Analytics has historically been focused on B2B services – helping companies identify applications that are potentially fraudulent. They have an ID Network that collects information from 6 of the top 10 credit [...]

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Everyone makes decisions – your systems should too

May 19, 2009

Syndicated from BeyeNetwork
Merv Adrian recently posted on Information Builders Prepares to Ramp It Up and this made me think of webFocus. Like Merv I recently spoke with Michael Corcoran and learned a little more about Information Builder’s attitude to decision making and information.
The webFocus page says “Because Everyone Makes Decisions” and pushing information access and [...]

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Taking the question out of questionable claims

March 11, 2009

Jeff Moore from General Electric and Greg Spraker from SAS (see my review of the SAS Warranty product here) spoke on using analytics to find and eliminate fraud in claims. GE’s appliance division dealt with paper claims prior to 2003 and randomly selecting claims for audit. Between 2003 and 2005 they increased the number of [...]

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An update on the warranty industry

March 11, 2009

Eric Arnum, editor of Warranty Week, gave an overview of the industry as a whole. Clearly the recession is taking its toll. Starting with new home builders it has spread to RV makers, auto makers, various retailers, GE and others. Warranty is important in many of these company’s challenges and some, like Hyundai, are trying [...]

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Live from Warranty Chain Management 2009 – The Strategic Importance of Warranty

March 11, 2009

I am at the Warranty Chain Management conference this week and blogging more or less live. Despite the economy there are over 180 attendees as well as a solid core of sponsors. Marc McKenzie, Global Director of Corporate Warranty & Governance from Hewlett Packard gave the opening presentation on the strategic importance of warranty.
HP spends [...]

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The unrealized power of data

February 20, 2009

Syndicated from Smart Data Collective
Andreas Weigend, former amazon.com Chief Scientist, gave a keynote on the unrealized power of data. He started with a historical perspective. In the 70s perhaps 10M used computers, mostly in the back office. By the 80s this had reached 100M and the front office. By the 90s the internet and search [...]

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Completing the visitor targeting cycle

February 19, 2009

Syndicated from Smart Data Collective
Thomas Rose-Bolden from TaxBrain and Joshua Koran of ValueClick presented on visitor targeting. Joshua started discussing targeting. Online marketers try to reach the right visitors in the right context with the right message. A good result for clicking on a banner ad is 1 out of 1,000 so the click through [...]

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The High ROI of Data Mining for Innovative Organizations

February 19, 2009

Syndicated from Smart Data Collective
John Elder presented a collection of case studies to showcase the ROI of data mining. John started by making the point that many of his case studies had technical success but not business success – an interesting statistic. John sees three major ways that predictive analytics can help – streamlining, eliminating [...]

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Hotwire.com Revenue Management

October 28, 2008

Darren Koch presented on Hotwire.com’s use of ILOG business rules in revenue management. Summary:

Ongoing segmentation and optimization help businesses serve customers
Smart testing + flexibility = better service = higher profits
Continues to show ROI that is increasing over time

Hotwire.com was founded in 1999 to help travel partners (who invested) sell excess inventory without driving down prices [...]

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Not just web personalization, extreme personalization

October 24, 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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Are your live agents helping or hurting you with customers?

October 17, 2008

Randy Saunders had a great post over on the Perfect Customer Experience -Can I please speak with a live agent? In it he has a great quote:
Forester’s study finds that 45 percent of consumers prefer to speak with a customer service agent to answer questions and resolve service issues, yet most walk away from customer [...]

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Live from the SOA Symposium – Opening Keynotes

October 7, 2008

The SOA Symposium started today in the AJAX Stadium in Amsterdam. The opening keynotes were actually in the Stadium itself – we all sat at the halfway line. Thomas Erl and Sandy Carter gave quick intros and I will add some comments later but I could not type so this is just a placeholder have [...]

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Thoughts from Chordiant’s Customer Advisory Board

October 6, 2008

Last week I was invited to attend Chordiant‘s European Customer Advisory Board. This session was held in lovely Munich in the middle of Oktoberfest and was both informative and a lot of fun. While I can’t share everything – some of it was for customers only – I thought you would appreciate what I could [...]

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Is Self-Service good or bad?

July 18, 2008

Ellen Goodman of the Boston Globe had a column “Self-serve and slave” (that I saw in the San Jose Mercury News as “In a self-serve nation, work gets dumped on us“) in which she rails against self-service and compares it to the outsourcing of work from paid employees to us consumers. As she says:
For every [...]

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The future of consumer banking needs EDM

July 11, 2008

Naumi Haque wrote this nice piece on The future of consumer banking and it struck me how many of the things she suggests, with which I agree, require a broad-based adoption of EDM.
For instance she suggests a single financial cockpit – she calls it a dashboard but she wants to be able to do things [...]

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