I went to listen to the folks from Cardinal Health talking about their supply chain and their use of BPM, Decision Management and analytics. Cardinal Health delivers products to medical facilities with 60,000 sites delivered to daily, 86% of US hospitals use them and 30,000 employees are involved. Cardinal Health is focused on helping improve cost-effectiveness and quality of [...]
Customer Experience
I got an update from Aha! recently on their Aha! Analytics Platform. Aha! believes that organizations must embed and automate analytic disciplines at the operational level so that people running the business day to day can apply analytics. To deliver on this they have been expanding their analytic platform capabilities, supporting big data and more. [...]
Russ Cobb and Randy Guard came up to walk us through a day in the life of a marketing department: Problem identification by the CMO Discovery and segmentation by the marketing analyst Campaign design and execution by the campaign manager Optimization and social listening by the campaign manager and marketing analyst Results for the CMO Randy [...]
The Economist’s Schumpeter had a nice piece this week on ‘The magic of good service – Companies hope that “chief customer officers” will provide better service. Yeah, right’. The cynicism is theirs not mine. That said, cynicism about Chief Customer Officers actually improving customer service may be well founded. As the article points out a 2012 study said [...]
A quick bit of Decision Management Solutions news here on the blog today. We are delighted to announce that Gagan Saxena, previously the CIO of Apple Vacations, has joined Decision Management Solutions as VP of Consulting and one of our Principal Consultants. Gagan brings more than 20 years experience in enterprise architecture, reengineering, organizational change [...]
A few weeks ago Rob Brosnan wrote a nice piece on the Forrester blog – Is it time for Customer Decision Management? It’s a great piece and he described Customer Decision Management applications thus: Customer decision management applications are tools that tailor the content, products, offers, and next actions presented to individual customers based on [...]
This session is focusing on three specific functional areas – customer intelligence, financial crimes/fraud and risk management. Customer Intelligence The landscape of Customer Intelligence involves the growth of empowered consumers thanks to the proliferation of channels, the explosion of data and the evolving CMO role as they have to balance analytical and creative. SAS’s vision [...]
Jim Davis of SAS had an interesting post back in October – What do retail banking customers want?– in which he talked about the results of some consumer surveys and the banking industry’s response. The three results Jim discussed were clarity and fairness, easy access and quality customer experience. Interestingly I see all three of these [...]
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 [...]
Meri Gruber, VP Biz Dev here at Decision Management Solutions, had a post a little while ago that she recently tweeted – How many service reps does it take to change a light bulb or lose a customer? In it she makes the point that a company lost her business because the customer service department [...]
Most unfortunately, our webinar hosting provider Omnovia has lost the audio on our recorded webinars through last June. I will re-record the audio for the most popular webinars. Please “vote” for your favorites by emailing me (a tweet works, too, to @decisionmgt) your top 3 you would like re-recorded. I’ve given them numbers to make [...]
My friends at Corticon had an interesting press release today about a survey they just conducted – More Than 40 Percent of CIOs and CTOs Surveyed Plan to Automate Decision Management Processes. There were some interesting results in this. First, as their headline notes, we are starting to get some serious consideration of automated decision-making, [...]
Clario Analytics has been marketing cloud-based analytic solutions since 2008. The company has been going to market with a general purpose analytic platform – Clario Platform, offering predictive analytic model development in the cloud – across multiple verticals. In addition, they leveraged their deep experience in marketing optimization and developed Clario Stream, a marketing optimization [...]
Oracle Real-Time Decisions (RTD) is Oracle’s core Decision Management product and I have reviewed it before (see this First Look – Oracle RTD 3 and this one on the Oracle RTD Roadmap plus I have written a detailed Oracle RTD product review). With the release of “Oracle RTD Base Application Release 3.1” in May 2011 Oracle [...]
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 [...]
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 [...]
G-Stat is a privately held Israeli company focused on advanced analytical and data mining solutions. The founder of G-Stat began his career as an econometrician, focusing on large time-series data initially. Then he worked at the Bank of Israel in IT helping translate what the economists and others needed into information systems. He rapidly became [...]
Final IBM IMPACT session for me this year is If P&C Insurance talking about the role of process and rules in claims processing. If is the largest property and casualty insurer in the Nordic region and covers all sorts of risks across personal and commercial lines of business. Insurance Customer Satisfaction can seem like an [...]
As companies move to this more changeable, uncertain world that requires a coordinate extended enterprise, it is essential to manage decisions as well as processes – not by using process management to manage decisions but by managing decisions alongside processes. These operational decisions – micro decisions – are the front line in driving business agility [...]
I got a chance to catch up with Attensity after a long absence recently (I last blogged about Attensity in 2008). Attensity has been doing text analytics and customer experience monitoring for 10 years or more. Their approach includesfour steps – Listen, Analyze, Relate, Act (from a decision management perspective it is nice to see [...]
