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Customer Experience

Customer Intelligence is a core focus for SAS. Over the last year, real-time next best action, optimization, marketing efficiency are driving investments in Customer Intelligence in the SAS customer base. More organizations have initiatives focused on improving the customer experience, integrating digital silos for a digital experience and big data. The Customer Intelligence product is designed [...]

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 [...]

Beth Smith and Fred Balboni kicked things off at the IBM Big Data & Analytics Summit. IBM has been making big investments in data, Big Data and analytics. Increasingly they see customers using data for competitive advantage in new ways, taking advantage of the cloud for development and deployment. In particular they see their customers using [...]

OnStar presented at PegaWorld on their use of Pega Decision Management (the old Chordiant product) for managing telematics to improve customer experience. OnStar handles 7M customers worldwide and about 4 calls per second. It has handled more than 780M customer interactions to date including 3.8M emergencies and nearly 10M remote door unlocks. OnStar began as a [...]

Rexer Data Mining Survey 2013

Karl Rexer just published his summary of this year's Rexer Data Mining survey. As always there's lots of good information but here are my favorite takeaways: As in our own work on Predictive Analytics in the Cloud, the survey fond that a focus on customers and on customer experience/engagement was top of mind. CRM/Marketing is [...]

First Look: NICE

As part of my ongoing series on Marketing Decision Management products I got an update from NICE about their real-time solutions. NICE was founded in 1986 and has 25,000 customers across 150 countries with nearly $1B in revenue. NICE’s focus is on helping their clients get closer to their customers. This involves knowing the customer [...]

First Look: [24]7

As part of our ongoing series on Marketing Decision Management solutions, I got an update from [24]7 recently. Based in Campbell, [24]7 was founded back in 2001 and is focused on helping companies deliver an intuitive customer experience. Still privately held, they were originally focused on managing contact centers, but for several years their primary [...]

First Look: Convergys

I got an update from Convergys on their real-time decisioning engine recently. Convergys is a services company with 75,000 customer management employees across 69 contact centers around the world. They provide contact center outsourcing, technologies for customer contact centers and customer experience analytics. Convergys’ technologies are designed to support contact centers, covering IVR, campaign management, [...]

I am giving a webinar about Oracle Real-Time Decisions on June 25 at 10am Pacific/1pm Eastern I will be joined by Nick Engelhardt of Oracle. We will discuss the benefits and applications of decision management and how decisions made using big data and analytics are transforming today’s dynamic customer experiences at the moment of impact. Topics will [...]

After a couple of customer conversations Stephen Gold of IBM came back on time to discuss Watson. I have blogged about Watson a couple of times (including this one on what Watson means for decision management).  Recently IBM has started working with clients around customer engagement, not least because it has become increasingly practical to [...]

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 [...]

First Look: Idio

As part of my ongoing series on Marketing Decision Management Solutions I got my first look at a new take on next best action systems the other day with the folks from Idio. Idio focuses on what they call “intelligent customer experiences through content.” They have what amounts to a real time decisioning platform focused [...]

As part of our series on Marketing Decision Management Solutions, I got an update on SAS Real-time Decision Manager. SAS Real-time Decision Manager is a complete solution that delivers decision capabilities around customer intelligence for marketing and I was last updated on it back in 2010. The solution provides a unified capability for making customer [...]

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 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 [...]

As part of our ongoing series on Marketing Decision Management solutions I recently got a briefing on some of IBM’s Marketing Solutions – specifically IBM Real-time Interaction Management. IBM’s Real-time Interaction Management offering is part of IBM’s Enterprise Marketing Management suite. This has been a real focus area for IBM in the last few years with [...]

I went to listen to the folks from Cardinal Health talking about their supply chain and their use of BPM, Decision Management and analytics. Cardinal Health delivers products to medical facilities with 60,000 sites delivered to daily, 86% of US hospitals use them and 30,000 employees are involved. Cardinal Health is focused on helping improve cost-effectiveness and quality of [...]

First Look: Aha! Update

I got an update from Aha! recently on their Aha! Analytics Platform. Aha! believes that organizations must embed and automate analytic disciplines at the operational level so that people running the business day to day can apply analytics. To deliver on this they have been expanding their analytic platform capabilities, supporting big data and more. [...]

Russ Cobb and Randy Guard came up to walk us through a day in the life of a marketing department: Problem identification by the CMO Discovery and segmentation by the marketing analyst Campaign design and execution by the campaign manager Optimization and social listening by the campaign manager and marketing analyst Results for the CMO Randy [...]

The Economist's Schumpeter had a nice piece this week on 'The magic of good service - Companies hope that “chief customer officers” will provide better service. Yeah, right'. The cynicism is theirs not mine. That said, cynicism about Chief Customer Officers actually improving customer service may be well founded. As the article points out a 2012 study said [...]