Posts tagged as:

personalization

Here’s how to improve your personas with analytics

June 5, 2008

Some time ago the folks over at the Analytical Engine had a post about Data Driven Persona Development. I loved the way they described taking a very qualitative approach – persona development – and adding some analytic rigor to it. Given my interest in using analytics for segmentation and in developing different websites/experiences for different [...]

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Bringing IT from the Back Office to the Boardroom

May 21, 2008

Marta Foster from Proctor and Gamble gave this presentation. Marta has been at P&G for 30 years and is now in charge of their IT operations. P&G is well known and is the largest consumer products company in the world with over $80B in sales. They have 138,000 employees, 200 brands in 160 countries and [...]

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Here’s how you can deliver extreme personalization

May 2, 2008

Two articles caught my eye yesterday – Robert Nascenzi wrote an article “Real-Time Segmentation Levels the Playing Field” over on Destination CRM while Jeremy Nedelka wrote “The Ultimate Personalized Marketing” over on 1:1. Both articles focusing me in on what I have called “extreme personalization”. Jeremy’s article was a cute story about a school targeting [...]

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Live from InterACT – Changing the game

April 30, 2008

A collections session next with folks from Adeptra, Fair Isaac and GE Money talking about GE’s vision for virtual collections. The collections environment is extremely bad this year with massive growth in the need for collection agents. Delinquencies are up, problems are up, consumers are stressed. Scores are worsening (credit profiles are worse), payments are [...]

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Live from InterACT – Design for People, Build for Change

April 29, 2008

Back on this blog for John Rymer of Forrester talking about dynamic business applications (about which I have blogged before) and how the next generation of systems will be designed for people and built for change. John began by showing a video of a broker’s desktop demonstration built by Adobe and some partners. Brokers are [...]

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Analytics and the Oakland A’s (not that kind of analytics)

April 22, 2008

The Oakland Athletics Score with Mobile Coupons headlined an article about this new approach to delivering coupons. Reading this it seemed to me that this was an opportunity for the Oakland A’s, well known for their use of analytics in player selection, to bring analytics to bear on the marketing operations.
Mobile coupons are constrained in [...]

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Is your ATM a sales channel yet? And should it be?

April 4, 2008

My friends over on the Diamond Analytics blog posted an update to an old post today where they talked about some recent instances where the ATM is being used as a sales channel. Ron Shevlin had a good comment on the original post about the appropriateness of the channel given queues, screens etc. so I [...]

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First Look – ThinkAnalytics

March 31, 2008

I spent some time with Peter Docherty of ThinkAnalytics recently, talking about their decisioning product. ThinkAnalytics grew out of K.wiz, a small team focused on the automation of the data mining process. The team had experience in data mining, real-time telecoms monitoring and data compression. They delivered an open, component-based platform with the intent to [...]

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Here’s another perspective on customer experience management

March 7, 2008

This week seems to be my week for customer service lists. Earlier I posted Using decision management to hang on to your customers – a response to a list in a post on CRM Daily. Today I saw a nice post on Jim Berkowitz’s site – Gartner Outlines 7 Initiatives to Improve Customer Experience that [...]

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Using EDM to personalize your business

January 17, 2008

Personalizing your business is one of those things that never really seems to go out of style and that remains one of the most powerful ways to use EDM. Making a system respond in a reasonable yet personal way to a consumer or other customer is widely, and correctly, seen as a way to bring [...]

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EDM and a 21st Century Customer Experience

January 14, 2008

Improving customer experience while adapting to the realities of the 21st century is going to be a critical skill for organizations. Customers expectations are rising, demographics are changing, business is more complex and yet the pressure to reduce costs continues unabated. There are many ways in which organizations should think about the customer experience. One [...]

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Book Review – Chocolates on the pillow aren’t enough

May 8, 2007

Chocolates on the Pillow Aren’t Enough: Reinventing The Customer Experience
I have just finished Jonathan Tisch’s book Chocolates on the Pillow Aren’t Enough: Reinventing The Customer Experience.The author is Loews Hotels chairman and CEO and is clearly very knowledgeable about the customer experience and how to improve it.
The book has two main sections – a problem/solution [...]

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Book Review – Competing on Analytics

February 26, 2007

Competing on Analytics: The New Science of Winning by Tom Davenport and Jeanne Harris
Tom and Jeanne have written a new book (building on a paper they wrote some time ago) about what they call “analytic competitors”, that is to say companies that use their analytic prowess not just to enhance their operations but as their [...]

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