proactive

New White Paper: Managing the Next Best Activity Decision

January 20, 2012

I have recently finished a new white paper on Managing the Next Best Activity Decision, sponsored by KXEN.
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 are developing [...]

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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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Operational Intelligence Panel

April 29, 2011

A panel of customers (TXU Energy, Pfizer, NY State Dept Taxation and Finance – one of my favorite Decision Management stories and included in this white paper for instance) discussed how to link processes to performance management with Daryl Plummer  of Gartner and the folks from ebizQ. No attempt to make a coherent story, just [...]

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Accenture’s new risk practice

May 13, 2010

I followed up with Steve Culp of Accenture about their announcement of a new Risk Management practice earlier this year. Obviously Accenture has been doing risk management for a long time but they have now brought together people who were already working in this space in different verticals and in their information systems practice as [...]

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Challenge or Opportunity: Take Control

April 12, 2010

First SAS Global Forum Executive Conference session with Jim Davis, CMO of SAS, talking about fact-based decisioning.
A good crisis is a terrible thing to waste
Jim asked the audience if they took the opportunity of the recent crisis to re-tool their business, to re-assess how to run the business. One of the key ways to do [...]

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The power of business analytics

March 24, 2010

Syndicated from Smart Data Collective
I recently presented at IBM’s CIO Leadership Exchange on the power of business analytics. With 300+ of IBM’s top CIO customers this was a great event and it is clear that CIOs the world over are keen to adopt business analytics. They recognize, I believe, that they are [...]

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New IBM study on business analytics and optimization

December 9, 2009

IBM today released a new report on the progress companies are making adopting business analytics and optimization. The paper is called “Smarter decisions for optimized performance” (love it) and focuses on how companies are using analytics and optimization to “breakaway” – a sports analogy such as where a cyclist breaks away from the pack not [...]

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Some thoughts on rules, decisions, agility and more

October 9, 2009

Syndicated from ebizQ
I got an interesting comment on my recent post about the top 4 concerns of CIOs.
Joanne makes a number of points in her comment that I thought should be addressed:
a business rules engine is not nearly enough. What is needed instead is a means to model manage and measure the impact of a [...]

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Predictive analytics turn uncertainty into usable probability

July 31, 2009

Syndicated from ebizQ
Following on from yesterday’s post on analytics, let’s talk about predictive analytics. Another phrase I picked up while working at FICO was this one:
Predictive analytics turn uncertainty about the future into usable probability
Again, I don’t know if the phrase originated there or was just in common usage but it always struck me as [...]

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Dashboards should do more than raise your blood pressure

April 24, 2009

Syndicated from BeyeNetwork
This headline came from a briefing I got from LucidEra about their spring release and was so good I just had to use it. Think about it – if all a dashboard does is stress you out and raise your blood pressure by telling you what’s wrong without giving you any help as [...]

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Driving customer loyalty in a disaggregated industry

March 12, 2009

Steve Zannos of NEW Customer Service Companies presented on customer loyalty in an industry with lots of third parties involved. NEW provides service support to companies who sell products and works with 30,000 independent service agents – everything from single technicians to large depots to national networks. They try to drive customer loyalty through this [...]

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Live from Warranty Chain Management 2009 – The Strategic Importance of Warranty

March 11, 2009

I am at the Warranty Chain Management conference this week and blogging more or less live. Despite the economy there are over 180 attendees as well as a solid core of sponsors. Marc McKenzie, Global Director of Corporate Warranty & Governance from Hewlett Packard gave the opening presentation on the strategic importance of warranty.
HP spends [...]

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Risk Management at Sun

October 28, 2008

Risk management is necessary at Sun as new products are constantly being introduced. Each time there are challenges getting information out to people. Also find the same problem repeatedly in different geographies and were challenged to share information about problems and solutions between teams. By 2001 they found over 300 user developed applications supporting risk [...]

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Here’s why decision management matters to mobile marketing

August 21, 2008

Ginger Conlon had a little piece on mobile marketing that caught my eye. This post highlighted the growing importance of mobile devices as both a customer support channel and as a marketing vehicle. I completely agree with this assessment but I think it means that, for both customer service and marketing, we will have to [...]

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Using Decision Management to power the call center of the future

August 19, 2008

Chris Skinner wrote a nice little piece on the Future Call Center over on the swift community. He had some nice examples, though he was focused on how the future call center might be using video. What struck me, though, was that decision making is critical to his example. Neither the avatar nor the video-linked [...]

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