Customer Experience

The power of Customer Decision Management

March 12, 2012

A few weeks ago Rob Brosnan wrote a nice piece on the Forrester blog – Is it time for Customer Decision Management? It’s a great piece and he described Customer Decision Management applications thus:
Customer decision management applications are tools that tailor the content, products, offers, and next actions presented to individual customers based on analytical [...]

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Business Analytics in Action at SAS

February 27, 2012

This session is focusing on three specific functional areas – customer intelligence, financial crimes/fraud and risk management.

Customer Intelligence
The landscape of Customer Intelligence involves the growth of empowered consumers thanks to the proliferation of channels, the explosion of data and the evolving CMO role as they have to balance analytical and creative. SAS’s vision is to [...]

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Giving retail banking customers what they want

January 2, 2012

Jim Davis of SAS had an interesting post back in October - What do retail banking customers want?- in which he talked about the results of some consumer surveys and the banking industry’s response. The three results Jim discussed were clarity and fairness, easy access and quality customer experience. Interestingly I see all three of these [...]

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Webinar: Managing the Next Best Activity Decision with Predictive Analytics

December 21, 2011

[ January 24, 2012; 11:00 am to 12:00 pm. ] I am giving a webinar with KXEN on January 24th at 11am Pacific/2pm Eastern on Next Best Activity decisions
Every interaction with your customers is an opportunity to build your relationship. It could be a personalized marketing offer or proactive customer service. To make sure this interaction maximizes the value of your customer relationship, many organizations [...]

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Eliminating bias and valuing customers with Decision Management Systems

November 14, 2011

Meri Gruber, VP Biz Dev here at Decision Management Solutions, had a post a little while ago that she recently tweeted – How many service reps does it take to change a light bulb or lose a customer? In it she makes the point that a company lost her business because the customer service department [...]

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Your Vote Please! Which Webinars to Re-Record

October 6, 2011

Most unfortunately, our webinar hosting provider Omnovia has lost the audio on our recorded webinars through last June. I will re-record the audio for the most popular webinars. Please “vote” for your favorites by emailing me (a tweet works, too, to @decisionmgt) your top 3 you would like re-recorded. I’ve given them numbers to make [...]

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CIOs are getting serious about business rules and decision management

August 18, 2011

My friends at Corticon had an interesting press release today about a survey they just conducted – More Than 40 Percent of CIOs and CTOs Surveyed Plan to Automate Decision Management Processes. There were some interesting results in this. First, as their headline notes, we are starting to get some serious consideration of automated decision-making, [...]

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First Look – Clario Core

July 26, 2011

Clario Analytics has been marketing cloud-based analytic solutions since 2008. The company has been going to market with a general purpose analytic platform – Clario Platform, offering predictive analytic model development in the cloud – across multiple verticals. In addition, they leveraged their deep experience in marketing optimization and developed Clario Stream, a marketing optimization [...]

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First Look – Oracle Real-Time Decisions Manager

June 6, 2011

Oracle Real-Time Decisions (RTD) is Oracle’s core Decision Management product and I have reviewed it before (see this First Look – Oracle RTD 3 and this one on the Oracle RTD Roadmap). With the release of “Oracle RTD Base Application Release 3.1” in May 2011 Oracle introduced their new “Decision Manager” application. Oracle RTD now [...]

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The Essential CIO and Decision Management

May 18, 2011

IBM recently surveyed CIOs as part of their ongoing CxO research. This was the second time they did this – 2009 was the first. They just released the results of their analysis of the 3,000 interviews they conducted in 71 countries. The results are summarized in the body of the post along with some Decision [...]

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Using Decision Management to make sure your agents can handle any call

May 17, 2011

I got an invite to a webinar on this topic the other day. The invite had some questions for you to ask yourself about your call center agents and how effective they would be if:

They could act the way you wanted them to every time
They didn’t have to have post-its or cheat sheets
They didn’t need [...]

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First Look – G Stat

April 21, 2011

G-Stat is a privately held Israeli company focused on advanced analytical and data mining solutions. The founder of G-Stat began his career as an econometrician, focusing on large time-series data initially. Then he worked at the Bank of Israel in IT helping translate what the economists and others needed into information systems. He rapidly became [...]

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Increasing customer satisfaction in claims processing with rules and process

April 12, 2011

Final IBM IMPACT session for me this year is If P&C Insurance talking about the role of process and rules in claims processing. If is the largest property and casualty insurer in the Nordic region and covers all sorts of risks across personal and commercial lines of business. Insurance Customer Satisfaction can seem like an [...]

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Decision Management: Orchestrating Consistent Enterprise-Wide Decisions

April 11, 2011

As companies move to this more changeable, uncertain world that requires a coordinate extended enterprise, it is essential to manage decisions as well as processes – not by using process management to manage decisions but by managing decisions alongside processes. These operational decisions – micro decisions – are the front line in driving business agility [...]

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First Look – Attensity 5.5

February 16, 2011

I got a chance to catch up with Attensity after a long absence recently (I last blogged about Attensity in 2008). Attensity has been doing text analytics and customer experience monitoring for 10 years or more. Their approach includesfour steps –  Listen, Analyze, Relate, Act (from a decision management perspective it is nice to see [...]

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First Look – Market Helm

January 11, 2011

Helm Interaction Management is a new company, founded in 2009, and focused on solutions related to inbound marketing and customer interaction management.  Helm has developed a suite of inbound marketing products designed specifically for the cloud. With Market Helm™ business users can quickly create and deploy very targeted messages into any customer- or agent-facing application.
Helm [...]

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First Look – SAS Customer Intelligence

January 4, 2011

I got a quick update from the customer intelligence folks at SAS recently. Customer Intelligence is SAS’ largest solution line (with dedicated sales, marketing and engineering) and they are projecting to have a record year in 2010. SAS describes their SAS  Customer Intelligence Suite as providing three core benefits for organizations, each based on a [...]

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Update – KXEN

December 14, 2010

It has been nearly two years since I got a briefing from KXEN (see my KXEN First Look here) so I was glad to get an update recently. KXEN was founded in 1998 and is a VC funded, privately held company headquartered in San Francisco. Their revenue is evenly split 45/45 between Europe and America [...]

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First Look – Portrait Software

October 19, 2010

Portrait Software, now part of Pitney Bowes Business Insight – has a tag line of “Make every interaction count” so, with my focus on micro decisions, I wanted to get an update. Since the early days of Quadstone (acquired by Portrait some years ago) the focus of this team has been to help people get [...]

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Customer intimacy #bas2010

September 29, 2010

Customer intimacy is a hot topic these days. Customers are getting more complex because not only are they using multiple channels but because they have multiple online personalities – work, home, on behalf of a parent or child and so on. The fact that consumers trust each other (78%) but not ads (13% trust for [...]

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