customer treatment

Customer Intelligence is a core focus for SAS. Over the last year, real-time next best action, optimization, marketing efficiency are driving investments in Customer Intelligence in the SAS customer base. More organizations have initiatives focused on improving the customer experience, integrating digital silos for a digital experience and big data. The Customer Intelligence product is designed [...]

This week’s white paper is an oldie but goodie – The Case for Centralized Customer Decisioning An Imperative for Every Channel, Every Interaction Marketing understands customers better than any other single group, and should own customer treatment decisions. As marketers strive for a genuine dialogue with their customers, an interactive and personalized experience that builds brand [...]

This week’s white paper is Putting Predictive Analytics to Work We have recently updated this white paper on using Decision Management to make your operational systems analytical and improve customer treatment. Applying predictive analytics to operational decision making is the next wave of business innovation. Operational decisions drive interactions and determine the actions taken by [...]

I recently got an introduction to the Provenir Big Data Listening and Engagement platform. Provenir is a cloud-based platform that serves as an omni-channel engagement hub, allowing brands to proactively listen for real-time events and comments across Big Data and leverage these moments to orchestrate real-time customer journeys for individual customers. It accomplishes this by [...]

I got an update on Marketswitch Optimization as part of my series on marketing decision management solutions. Experian positions Marketswitch Optimization for the most advanced stage of decisioning– as clients move from profiling and segmenting their customers, to predictive scoring and business rules to optimization. They see some interesting numbers for improvement through this lifecycle [...]

Decision optimizer is one of FICO’s Decision Management Tools and is designed to address some specific challenges in customer decisioning, particularly that there are often competing objectives and very large numbers of customers (and thus customer decisions) involved. Combine this with the many possible action combinations, uncertainty about what customers might do, as well as [...]

I last got an update from KXEN when they launched InfiniteInsight Genius. Since then they have been rolling out cloud-based analytic applications built around their core modeling engine. In particular they have launched a new product, KXEN’s Predictive Offers, their second cloud-based predictive analytic application. KXEN has historically been focused on B2C companies, especially large [...]

I saw this list of Top 10 CIO Business and Technology Priorities in 2013 from Gartner the other day and it caught my eye. In particular I was struck by the potential for Decision Management to impact both business and technology priorities on this list. Obviously one can tie almost anything to a priority like “Increasing [...]

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 [...]

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 [...]

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 [...]

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 [...]

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 [...]

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 [...]

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 [...]

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 [...]

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 [...]

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 [...]