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customer service

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 [...]

I am attending this year’s Building Business Capability conference and blogging sessions like this one from Jim Sinur of Aragon Research. I gave a tutorial earlier in the week on decision modeling with DMN and will be speaking later in the week with David Herring of Kaiser Permanente (and signing my new book, Available now! Real-World Decision Modeling [...]

It’s opening keynote time at IBM’s World of Watson 2016 and we kicked off with a video history of Watson from Jeopardy to today. Dr John Kelly of IBM got us started, emphasizing how rapidly interest in Watson has grown over the last year or two.  In August 2007, he says, a small team of researchers [...]

Continuing in the analyst program at IBM’s World of Watson event with Beth Smith, GM Offerings and Technology for IBM Watson, introducing some Watson elements for Conversation – one of the four C’s of Watson (Cloud, Content, Compute and Conversation). Watson, at its core, is about finding knowledge in noisy data at enormous scale. Watson listens to [...]

We are running our regularly scheduled, and highly reviewed, Introduction to Decision Management training again February 23-25, 10am-11:30am Pacific each time. Decision Management allows the effective automation of decision-making combined with increased business agility and greater effectiveness. Decision Management is a proven approach for adopting business rules and predictive analytics technology. Used with these technologies, [...]

Yseop Update

I got an update from Yseop recently, having last been briefed back in August 2013.Yseop has repackaged its capabilities into two products – Yseop Smart NLG (Natural Language Generation) and Yseop Smart Machine. Yseop Smart NLG is software that turns data into text and narrative, primarily working in finance, business analytics and business intelligence while [...]

I will be giving the Decision Management and Business Rules 101 class at BPM Institute’s New York event in November – Monday November 3 Decision Management and business rules allow the effective automation of decision-making combined with increased business agility. Adopting decision management and business rules technology improves customer service, enables 1:1 marketing, increases straight [...]

Brad Strock of PayPal presented on innovation. He laid out the three stages of money: Money 1.0 is what you might call traditional coinage and notes. Money 2.0 was the credit revolution with revolving debt, credit and debit cards etc. These have become the pre-eminent means of payment for many people. Money 3.0 is what PayPal [...]

Jeffrey Kuhn from BNY Mellon came up to talk about business transformation in the face of unprecedented and accelerating change. Technology is changing what is possible and allowing new competitors to emerge while offering new distruptors at every turn. We need, he says, to use these challenges to drive transformation in our organizations and this is [...]

Rob Walker kicked off day 2 of PegaWorld talking about Decision Management and the role of analytics in customer engagement. He began by talking about John Boyd and his theory of engagement – the OODA loop – Observe, Orient, Decide and Act (something I referenced in Decision Management Systems: A Practical Guide to Using Business Rules and [...]

Kerim Akgonul came up next to talk products, in particular Pega 7. Pega 7 was released last year and is being used around the world. Pega 7 focused on several elements: Visibility through the common case interface Speed and accuracy through automation of processes and decisions Speed and accuracy also of development, making it easier [...]

Next up an executive panel on digital transformation from the C-Suite with a CTO, a CIO and a CFO from Lloyds Bank, UnitedHealthcare and the FBI. UnitedHealthcare’s key element for digital transformation was a focus on members, consumers rather than on enterprise customers. For instance this means delivering customer service interactions that are not disjointed based on internal processes. [...]

We are running our “Decision Management and Decision Modeling” online in February. This 6-session online live training class will prepare you to be immediately effective in using the Decision Management approach and a modern, collaborative and standards-based approach to decision modeling.You will learn how to identify and prioritize the decisions that drive your success, see [...]

I am speaking at the Association of Strategic Alliance Professionals Silicon Valley event November 20 on “Collaborating on Customer Decisions; Left-hand Meets Right-hand” Do you ever sense a company’s left-hand doesn’t know what the right-hand is doing? Ever called customer service to learn they know less about a partnership than you do? Customer management has [...]

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 [...]

Just a quick note today on the power of Decision Management in customer service. I am on my health plan’s site, logged in and authenticated. I’m looking for some forms (because I have to fax a change in to them) but the site simply lists ALL the forms available. Why didn’t it DECIDE which forms [...]

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, [...]

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 [...]

Larry Rosenberger, FICO Research fellow, ex-FICO CEO and generally fascinating analytic thinker was up next to discuss analytics and the internet of things. For all the “speculative” in the title, Larry things the whole area of the internet of things is becoming more real and less speculative. Larry began by defining the internet of things. [...]

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 [...]