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customer-centric

Ginni Rometty kicked off day two of the IBM Interconnect conference, with a pitch that cloud is changing IT, business and indeed society. Cloud, and the IBM Cloud in particular, she says will allow a new generation of business and change the world. Cloud is already 17% of IBM's business and clearly Ginni sees this [...]

Neil Ward-Dutton of MWD Advisors kicked off the day at IBM's Process Summit talking about digital transformation and business processes.  Neil began with a key point - that "Digital Transformation" is more than just hype but that it is also a complicated and multi-faceted concept. Companies are being digitally disrupted because the internet and mobile [...]

We have a set of online training coming up in July: Introduction to Decision Management to introduce the key concepts and terminology of Decision Management and provide a framework for successful business rules and analytic projects Decision Modeling with DMN to learn how to model requirements using the Decision Model and Notation standard, the cornerstone technique for [...]

Ray Wang of Constellation Research published a report early this year "The Elements of Business Architecture for Digital Transformation." In the report Ray identifies some interesting boardroom priorities (this is just some of them): Consistent Customer Experience Mass automation Insights-driven business models Cost-effective regulatory compliance All of these are reasons given by our clients as they invest [...]

I am speaking at IBM Insight on Customer-Centric Enterprises Leverage IBM ODM Advanced to React Accurately to Risks and Opportunities at 1:45pm Pacific in Mariners B. Business rules combined with predictive analytics address a proven solution to a wide array of traditional business problems where micro decisions are to be made about individual customers at well [...]

IBM recently introduced a Predictive Customer Intelligence solution. Like the counter fraud solution earlier, this is one of IBM's multi-product and services signature solutions. The focus of this solution is the increasing need to be truly customer-centric, focusing marketing on individual customers not on segments or campaigns, not on pre-existing mental models or ideas. This matters [...]

Since I last wrote about 11 Ants they have increasingly focused on retail analytics to help retailers make the most of their transactional data and loyalty program data. 11 Ants new Retail Analytics Platform is designed to address a number of initiatives in retail – integrating customer behavior deeply into metrics, being consistently customer-centric across [...]

Marie Wieck came back to discuss how to create the kind of composable business  IBM discussed on day 1. It's critical, she says, to keep customers at the center and drive a new process from this. It's key to use data to make better decisions, and it's important to have the kind of scalable infrastructure [...]

A few extra items on IBM's mobile strategy from a panel here at IMPACT: IBM's Worklight Platform is continuing to evolve (see this review of their MobileFirst portfolio) with a focus both on providing great middleware for native apps and support for hybrid applications. Recent improvements include QA tools, running the Worklight foundation in the [...]

I am giving a webinar on Nurture Customer Loyalty With Personalized Messages and Channel Alignment for the Association of Strategic Marketing on March 17 at 1:00pm Eastern More customers are using more channels and with the growth in mobile and other automated channels it's challenging to deliver personalized, targeted messages across channels and over time. One-size-doesn't-really-fit-anyone [...]

I recently got an introduction to the Provenir Big Data Listening and Engagement platform. Provenir is a cloud-based platform that serves as an omni-channel engagement hub, allowing brands to proactively listen for real-time events and comments across Big Data and leverage these moments to orchestrate real-time customer journeys for individual customers. It accomplishes this by [...]

We recently released The Decision Management Manifesto. In a post last week I explained why we did this. This week I want to talk about a couple of the key elements of the manifesto – its focus on putting Decisions first and its emphasis on Decision Modeling. We have helped many customers adopt business rules [...]

A little while back I blogged about Customer Data Platforms and their role in coordinating multiple channels when trying to develop customer-centric marketing solutions. More recently I caught up with Provenir - a company I know from its risk-centric decisioning platform - and with the team behind their new customer listening product. I plan to blog about the [...]

Fred Balboni came up next. Fred, of course, was early in IBM's Business Analytics and Optimization service line with its unique focus on analytics. This service line has grown to 9,000 consultants and has conducted thousands of - 30,000 - analytics engagements. Fred began with a little history. ERP, he says, took about 20 years [...]

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 [...]

I got a chance to catch up with FICO’s Marketing products as part of our ongoing blog series on Marketing Decision Management solutions. FICO has been transitioning from using its tools to build custom marketing solutions to delivering a complete solution specifically for marketing. They also acquired Entiera about a year ago and have integrated [...]

I am attending FICO World and blogging some sessions. First up is one presented by Doug Clare and Sally Taylor-Schoff talking about the impact of showrooming on financial services. Showrooming, of course, is the practice of examining a product in a physical location and then buying it online. Consumers have more and more apps to [...]

Day 2 at IBM IMPACT kicked off with another IBM keynote. Dave Farrell got it started telling us that IBM got record attendance this year and that customers will be talking about how "business in motion" has helped them. First up is Jim King of BMI - a licensing and rights management company in the [...]

Dave Millen came up to talk about the Process and Decision Management updates under the umbrella of Smarter Process. Big Data, cloud, social and mobile is driving change in the Smarter Process portfolio. In particular it means that process efficiency is no longer enough to guarantee success - you need processes that are effective also. [...]

Ford and IBM kicked off IBM IMPACT 2013 with a discussion of the amount of code (and the number of sensors) in a modern car to control everything from safety systems, self parking and more. This means that Ford has to get good at developing software, and software suitable for use in the car as [...]