Customer Experience

Webinar: Oracle Real-Time Decisions

June 13, 2013

[ June 25, 2013; 10:00 am to 11:00 am. ] 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 include:

Combining [...]

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IBM Watson Engagement Advisor #BDA13

June 5, 2013

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 [...]

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Business Value of Big Data and Analytics #BDA13

June 5, 2013

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 to [...]

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First Look: Idio

June 3, 2013

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 [...]

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First Look: SAS Real-time Decision Manager

May 29, 2013

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 [...]

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The Era of Intimate Customer Decisioning #ficoworld

May 2, 2013

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 – [...]

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Amazoned: How Financial Services can react to showrooming #ficoworld

May 1, 2013

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 [...]

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First Look: IBM Real-time Interaction Management

April 30, 2013

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 [...]

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Improving Customer Experience in a Turbulent Supply Chain #ibmimpact

April 29, 2013

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 [...]

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First Look: Aha! Update

March 25, 2013

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.
The [...]

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Marketing and Customer Analytics #sassb

March 4, 2013

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 started demonstrating his iPad dashboard driven [...]

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What The Economist doesn’t know about the magic of customer service

September 28, 2012

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 that [...]

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Gagan Saxena joins Decision Management Solutions

July 25, 2012

A quick bit of Decision Management Solutions news here on the blog today. We are delighted to announce that Gagan Saxena, previously the CIO of Apple Vacations, has joined Decision Management Solutions as VP of Consulting and one of our Principal Consultants. Gagan brings more than 20 years experience in enterprise architecture, reengineering, organizational change [...]

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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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