customer

I am giving a live webinar on March 17, 2014 “Nurture Customer Loyalty With Personalized Messages and Channel Alignment.”  There’s a free 10-minute preview segment now available – View Free Preview   As more customers use more channels it’s challenging to deliver personalized, targeted messages across channels and over time. To meet this challenge, organizations should focus on the right [...]

We have been expanding recently, adding partners to help us deliver decision management to customers around the world. You can see the current list of partners here on Decision Management Solution’s website. To introduce these partners to you I am going to be conducting a series of interviews in the coming weeks. I am going [...]

I am giving a webinar on Nurture Customer Loyalty With Personalized Messages and Channel Alignment for the Association of Strategic Marketing on March 17 at 1:00pm Eastern More customers are using more channels and with the growth in mobile and other automated channels it’s challenging to deliver personalized, targeted messages across channels and over time. One-size-doesn’t-really-fit-anyone [...]

I have been thinking about insurance claims processing a lot recently and working with a client to apply decision modeling to focus predictive analytics effectively in the claims process so this week’s white paper is Next Generation Claims Systems with Decision Management Decision Management delivers next generation claims systems that act immediately, increase agility, consistency and [...]

Karl Rexer just published his summary of this year’s Rexer Data Mining survey. As always there’s lots of good information but here are my favorite takeaways: As in our own work on Predictive Analytics in the Cloud, the survey fond that a focus on customers and on customer experience/engagement was top of mind. CRM/Marketing is [...]

This week’s white paper of the week is “Responsive Customer Engagement in Banking:” Relevance, real-time and recency drive improved customer engagement. Banks are facing new competitive dynamics, increasing regulatory requirements, and more demanding customers. Building share of wallet with existing customers is critical to future growth. Banks must create responsive customer engagement by delivering relevant [...]

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 am speaking at the Association of Strategic Alliance Professionals Silicon Valley event November 20 on “Collaborating on Customer Decisions; Left-hand Meets Right-hand” Do you ever sense a company’s left-hand doesn’t know what the right-hand is doing? Ever called customer service to learn they know less about a partnership than you do? Customer management has [...]

I presented on 5 Benefits of Customer Decision Management at Teradata Partners this year. Here are the slides: Contact me if you have questions about how to apply customer decision management in your company.

I am speaking at the Insurance Analytics Symposium this week so I thought I would post a link to a white paper relevant to the insurance industry – Next Generation Claims Systems with Decision Management. Decision Management delivers next generation claims systems that act immediately, increase agility, consistency and accuracy, improve customer satisfaction, speed response and [...]

As part of my ongoing series on Marketing Decision Management solutions I got an update from Lattice Engines recently. Lattice is focused on data-driven (analytic)business applications. The solutions combine “big data” with sophisticated predictive analytics to help companies market and sell more intelligently. Lattice was founded in 2006 and delivered their first application (a sales [...]

This is the last week for our 2013 survey on Predictive Analytics in the Cloud – Use Cases, Trends and Big Data.  Please go right now and take the survey here – it’s quick , anonymous and you have a chance to win a $100 Amazon gift card. There’s been tremendous growth cloud and predictive analytics both [...]

I am giving a webinar with Teradata Aprimo on “Ignite your ROI with real-time customer engagement,” October 15 at 11:30am Eastern An interactive discussion about cutting-edge digital messaging and real-time offer decisioning using a data-driven marketing approach. We’ll demonstrate how using data from your existing customer interactions can improve response in real-time, with multi-channel synchronization. [...]

We would really like your input for our 2013 survey on Predictive Analytics in the Cloud – Use Cases, Trends and Big Data. Back in 2011 we did a survey and associated research on the use of predictive analytics in the cloud. While it may not seem like that long ago, back then predictive analytics was [...]

Wrapping up, the key to intelligent processes is treating decisions as peers. Decisions may require a human but an intelligent process will automate those that can be automated. Even when a decision cannot be completely automated an intelligent process will load share between automated components and users. Even when a case exceeds the ability of the system [...]

So what is an Intelligent Process? An intelligent process is a dynamic, flexible and transparent process focused squarely on the consumer that continually improves and adapts. This has several elements: Customer Centric Putting the consumer at the heart of a process is central to making it more intelligent. This requires more flexibility and a focus [...]

For all the undoubted benefits of a process approach, many of the processes being modeled and implemented by organizations are not very “intelligent.” Many processes are mechanical and repetitive, often relying too much on human decision-makers. They are internally focused, driven by the organization’s own view of its transactions and structure. Relying on these processes [...]

I am giving a webinar with Anuj Marfatia of IBM on September 26 at 1pm ET on Dispelling the top 3 myths for utilizing business analytics to improve organizational processes. Many organizations are focusing on their Operations to reduce costs. Operations aligns processes, an organization’s lifeblood, to ensure customer expectations are met. In order to [...]

I am participating with Mark Mastop of Blueriq in an all-day Masterclass on Intelligent processes: the way to more service and less administration, September 11 in  ’s-Hertogenbosch, The Netherlands. Many businesses and government agencies model their business using a process-based approach. Whilst this is a step in the right direction, they still often come up against barriers. [...]