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customer centricity

I am giving a webinar on Rapid Deployment of Customer Next Best Action at 10am Pacific/1pm Eastern on November 2. Attend this free webinar to learn how you can quickly deploy next best action decisions that deliver the right marketing or customer service message to each customer, each time you interact with them. Learn from real world [...]

Many organizations have buried their operational decision making in business processes and information systems, making it hard to optimize how these decisions are made. This matters because more and more of the value created by business processes is associated with these kinds of decisions. As more processes are digitized and automated to keep pace with [...]

I am giving a webinar on How to Innovate Risk Management and Customer Centricity with Roger Burlton of the Process Renewal Group , February 17th at 11am Pacific. It’s a great chance to hear how to innovate risk management and customer processes with decision and process management, from two leading experts. Operational decision making is [...]

IBM announced Smarter Process last year, pulling a number of capabilities into a single story with a particular focus on customer centricity. This year IBM’s customers are very focused on growth – 60% of them say it is their top issue, up from 41% the year before. The Smarter Process team this year is focused [...]

Marketing is a great use case for Decision Management and we see this reflected in the  growing interest in using Decision Management Systems  to improve retention, increase cross-sell and up-sell, develop customers over time and improve customer satisfaction – key objectives of a successful marketing organization. In fact using analytics, especially predictive analytics, business rules [...]

I am giving a webinar at 10 am Pacific/1pm Eastern April 11, 2013 on Operational Customer Interaction Analytics with Aha! Software and Adundance Studios. A fundamental transformation in how customers and companies interact around products and services is underway as the social, mobile and informed customer expects personalized and relevant interactions at every touch point. Companies must [...]

Last week there was an exciting announcement, reflecting the growing interest in Decision Management and the rapid acceptance that decisions are something that companies and organizations must manage if they are to survive and thrive in the area of big data. I am delighted to announce that Decision Management Solutions, the company of which I [...]