consumer

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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Don’t be creepy when you personalize

July 3, 2008

The WSJ had a little piece today on personalization – Personalized Emails Are Creepy, Not Effective based on a study done some time ago but still very relevant in today’s market where companies are being told to personalize (including by me). Here are three quotes I think summarize the problem:
[there is a negative] response to [...]

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Live from InterACT – Closing Keynote

April 30, 2008

Ted Iacobuzio of TowerGroup gave the closing keynote, expanding on the survey results Fair Isaac announced today. More than 100 of the InterACT attendees took the survey – clearly this is top of mind. Some highlights:

Lenders appreciate the need for integrated customer information and multi-product decisioning
Lenders are not all at the same speed in implementation
Respondents [...]

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Live from InterACT – Changing the game

April 30, 2008

A collections session next with folks from Adeptra, Fair Isaac and GE Money talking about GE’s vision for virtual collections. The collections environment is extremely bad this year with massive growth in the need for collection agents. Delinquencies are up, problems are up, consumers are stressed. Scores are worsening (credit profiles are worse), payments are [...]

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Live from InterACT – The Mortgage Crisis

April 29, 2008

Interesting session on the Mortgage Crisis next, subtitled “Implications for a Global Economy”. Joe Breeden of Strategic Analytics and Daniel Melo of Fair Isaac. Joe started by saying that this is the 3rd time this has happened in the last 16 years. And, as before, it’s not just about mortgage and it’s not just about [...]

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Here’s how one company is using EDM to improve healthcare

March 4, 2008

Silverlink is an interesting company whose approach is to apply science to drive healthcare behaviors in a scalable manner. They made some announcements today at the Health 2.0 conference. I recently got a chance to speak with the CEO (Stan Nowak) and his team. Silverlink has 50 healthcare clients representing 150 million lives (including 9 [...]

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