interaction

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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First Look – General Intelletics

November 30, 2010

I met General Intelletics at the recent Building Business Capability conference. The founder has been working in artificial intelligence and configurators for about 10 years. One of his clients wanted to put together an insurance program for a gold mine in Turkey – total premiums of about $4M/year. He found that there are no real [...]

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Analytics and the art of selling

November 23, 2010

I saw this interesting McKinsey piece recently – Rediscovering the art of selling – McKinsey Quarterly – Retail & Consumer Goods – Strategy & Analysis – and I was struck by the value of analytics in this context. What retailers really need to do, according to McKinsey, is focus on hiring sales people with personality, [...]

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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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Oracle Real Time Decisions in e-commerce #oow10

September 20, 2010

I am attending a few sessions at Oracle OpenWorld this week and the first one is an overview of Oracle Real-Time Decisions (RTD) in e-commerce. I have reviewed RTD 3.0 before. The context for using RTD is that consumers are harder to reach, satisfy and retain – their behavior evolves more quickly, there is more [...]

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First Look – Kana

August 24, 2010

I got an update from Kana this week. Kana, for those of you that don’t know, is a product/solution company focused on helping enterprises with their customer service experience – what they call Service Experience Management. Kana has over 600 B2C customers across banking, telecommunications, retail as well as high-tech, travel, manufacturing etc. They are [...]

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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 [...]

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First Look – IBM/SPSS Decision Management and Modeler

May 19, 2010

I received an update from IBM recently on IBM SPSS Decision Management 6 and IBM SPSS Modeler 14. IBM  sees organizations with many different data sources (inside and outside) that are moving from a traditional approach focused on reporting to one that involves “predict and act” – real-time, fact-driven decision making at the point of [...]

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Silverlink update

April 21, 2010

I did some work with Silverlink some time ago and was really impressed by their use of decision management to improve the communication of health plans and others in the healthcare space with members and patients. I got a chance to catch up with them recently to discuss progress and their use of adaptive control [...]

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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 [...]

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First Look – Convergys

November 30, 2009

While I was attending the Business Rules Forum a few weeks back I got my first chance to learn about Convergys. A major sponsor of the event, Convergys is focused on improving the customer experience and customer relationships using decisioning technologies. Building on a history in customer care and billing, Convergys is now a nearly [...]

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Context-Aware computing needs Decision Management

November 6, 2009

Syndicated from ebizQ
In a press release just over a month ago, Gartner said that Context-Aware Computing will provide significant competitive advantage. As the press releases says:
Gartner defines context-aware computing as the concept of leveraging information about the end user to improve the quality of the interaction. Emerging context-enriched services will use location, presence, social attributes, [...]

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How can decision management help with customer engagement?

July 30, 2009

Shantanu Narayen of Adobe recently said “Engagement is the new business mandate” and when Denise Shiffman (author of The Age of Engage) spoke at a recent CMO summit she added:
As I talk to customers, partners, and employees, it becomes increasingly clear to me that the health of a company relies on the extent to which [...]

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First Look – SPSS PASW Decision Management Solutions

May 1, 2009

SPSS Inc. likes to say they focus on helping customers capture all the information they need, predict outcomes and then, using their Decision Management products, act on these insights by embedding analytic results into business processes. Within this family, the PASW Decision Management tools add actions, business rules, to analytics to enable action to be [...]

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First Look – Unica

April 10, 2009

A little while ago I got an update from Unica. While Unica may seem like a slightly tangential topic for me it actually is not. Not only do I think that many efforts to adopt decision management start with customer marketing decisions (Unica’s focus as part of Enterprise Marketing Management) but Unica has done a [...]

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When the customer knocks you need decision management not operational BI

March 10, 2009

Syndicated from ebizQ
A friend passed on an article titled “When the customer knocks” in which Scott Arnett of Pitney Bowes discussed the power of data to improve customer interactions. Nothing there to cause me to blog you would think. Except that Scott, like too many in the Business Intelligence community, fails to acknowledge that using [...]

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The unrealized power of data

February 20, 2009

Syndicated from Smart Data Collective
Andreas Weigend, former amazon.com Chief Scientist, gave a keynote on the unrealized power of data. He started with a historical perspective. In the 70s perhaps 10M used computers, mostly in the back office. By the 80s this had reached 100M and the front office. By the 90s the internet and search [...]

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New Challenges for creating predictive analytic models

February 20, 2009

Syndicated from Smart Data Collective
Khosrow Hassibi of KXEN and Will Tangalos of Wells Fargo presented together on the challenges of predictive analytics in the real world and on Wells Fargo as an example of how some of these challenges can be met. Khosrow began with an overview of the basic predictive analytic tasks:

Understand the business [...]

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Focusing on decisions to improve the software end product

January 30, 2009

The Forrester Blog For Application Development & Program Management Professionals had a post on a 21st Century Software Development Process that reminded me of one of my favorite topics – the need for programmers, especially Agile programmers, to get on…

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