customer treatment

Analytics: The widening divide. An IBM/MIT Sloan study

November 8, 2011

I listened in to IBM’s call about their recent analytics study conducted with MIT Sloan – The Widening Divide (available from www.ibm.com/thewideningdivide). This is the second year for the analytics study and surveyed 4,500 people from 30 industries and 120 countries – a very broad view. Three key results:

The competitive advantage created by analytics is [...]

Read the full article →

Decision Management Orchestrating Consistent Enterprise-wide Decisions #iod11

October 25, 2011

Erick Brethenoux, Pierre-Henri Clouin and Asit Dan presented on IBM’s Decision Management approach – a nice chance to see both the Business Analytics and WebSphere bits of IBM talking about the same problem. CEOs consistently tell IBM that volatility, uncertainty and complexity are continuing issues. CIOs with a mandate to transform the business are responding [...]

Read the full article →

Smarter Customer Analytics and Decision Management with IBM

June 2, 2011

We got a quick overview of SPSS Decision Management (see my post on SPSS DM 6 or indeed the whole blog for my view of this). SPSS Decision Management combines predictive analytics, business rules and optimization/simulation to optimize high volume decisions like “should I search this car at the border” or “should I investigate this [...]

Read the full article →

IBM Analytics customer stories

June 1, 2011

A number of customers participated in a panel of analytics success stories. Each one was interesting and powerful in its own right and each prompted a Decision Management suggestion for someone at that stage in developing and deploying analytics.
Argos Risk is a web-based online subscription risk management service. Argos offers actionable risk insight for business [...]

Read the full article →

IBM’s Big Data Platform and Decision Management

May 24, 2011

IBM has recently announced a new strategy for bringing Big Data to the enterprise. In particular this includes InfoSphere Streams v2 (announced April 12) and InfoSphere BigInsights 1.1 announced today. Big Data is an issue, of course, largely because the amount of data available to organizations is growing rapidly. Surveys show that many managers already [...]

Read the full article →

Transforming your business with analytics – a series

May 23, 2011

I want to share with you the collective wisdom of over 50 companies that have transformed their business using analytics. These companies tackled core business issues like customer retention, marketing, patient care, student achievement, and customer centricity in industries as varied as Retail, Telecommunications, Healthcare, Education, Government, Insurance and Banking.
Tomorrow I will kick off a [...]

Read the full article →

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 [...]

Read the full article →

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 [...]

Read the full article →

Extracting and designing a cross-channel decision in Insurance – an example

May 11, 2011

Some weeks back I wrote a series of posts on the role of Decision Management in Insurance. One post was called multi-channel distribution and customer communication and outlined how Decision Services that automate customer decisions improve customer treatment in a multi-channel world by improving their accuracy, timeliness and consistency.
The diagram at left shows how this [...]

Read the full article →

Some thoughts on using analytics about your staff to improve customer treatment

May 9, 2011

Some time ago I wrote piece about Talent Analytics. After some discussions with them I realized that my thinking about talent or HR analytics has been too limited. Sure, I have seen how it might help with the kind of recruiting, team management and merger assessments that Talent Analytics does. But Talent Analytics made the [...]

Read the full article →

5 ways predictive analytics cuts enterprise risk

March 14, 2011

Eric Siegel opened Predictive Analytics World with a view of using predictive analytics in enterprise risk management. Eric began by giving some examples of “macro” risk – single, catastrophic risk events. But his focus, and the focus of predictive analytics, is on “micro” risk – risk-based micro decisions in my terminology. These are risk decisions [...]

Read the full article →

Decision Management and Insurance – multi-channel distribution and customer communication

February 22, 2011

Insurers face an explosion of direct sales channels: websites, mobile and call centers, with the rapidly evolving world of social media opening up even more opportunities. Driving consistent customer treatments and profitable direct sales across dynamic distribution channels, while effectively managing risk, is a huge challenge. As Deb pointed out, linking all customer communication together [...]

Read the full article →

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 [...]

Read the full article →

Fall webinar series announced

August 30, 2010

I just scheduled and announced four new webinars for this fall:

Simplifying over-complex processes
Delivering customer centricity across multiple channels, multiple platforms
Implementing analytics? You need business rules
Decision analytics – more than BI and web analytics

You can find all my upcoming events in the Events Calendar.

Read the full article →

Webinar – Delivering customer centricity across multiple channels, multiple platforms

August 30, 2010

Organizations have multiple channels for interacting with their customers. Each channel has its own platform for valid technical reasons. And each line of business has its own systems while customer data is spread across multiple databases. To deliver customer centricity, organizations need to connect these elements effectively. At the heart of effective customer interactions are [...]

Read the full article →

Improving customer interactions one decision at a time

August 24, 2010

Syndicated from ebizQ
William Band at Forrester (@waband) recently tweeted that his next research project was:
When to use CRM apps vs BPM tools to improve customer interactions? Pros & Cons of each?
I replied that companies should be sure to manage customer treatment decisions too and he asked me to expand on that thought.
Every [...]

Read the full article →

Decision engines in financial services

April 26, 2010

This is a piece I wrote for Chris Pratt’s quarterly financial institutions newsletter
The use of technology to automate and manage decisions, especially high volume decisions essential to day-to-day operational execution, is expanding rapidly. Beginning with the consumer credit business, use of decision engines and decision management has spread to all aspects of financial services [...]

Read the full article →

Thoughts on Pega acquiring Chordiant

March 15, 2010

The news today is that Pegasystems (rules-based business process management) is acquiring Chordiant (decision-centric CRM). This is interesting news as it merges a company (Chordiant) with a very decision-centric/decision services separate from process mindset with one (Pega) that has mixed rules and process together much more.
Chordiant have been one of my companies to watch for [...]

Read the full article →

First Look – TRIAD 8.5 and Decision Graph

February 15, 2010

TRIAD 8.5 has just been released and is the latest version of FICO’s combined account manager and customer manager platform for financial services companies (its focus is on accounts/customers where credit risk is a critical issue). I got an update recently focused on Decision Graph. Decision Graph is  one of the new capabilities. Decision Graph [...]

Read the full article →

First Look – SAS Real Time Decision Manager

January 19, 2010

SAS Real-Time Decision Manager (RDM) is designed for inbound communications, complementing outbound communication solutions. It aims at real-time delivery of decisions and recommendations during a customer interaction to optimize that interaction to improve revenue, growth and retention. For example, in retail banking, a customer might come in with a new job with very different income [...]

Read the full article →

← Previous Entries