interaction

A survey in CIO magazine on IT leaders’ thinking in the current crisis revealed that a plurality (37%) chose digital transformation as their first priority to help the business persevere through the current disruption. Moreover, a full 61% of respondents agreed with the statement that the effects of the pandemic are actually accelerating digital transformation [...]

The new normal of COVID-19 is going to need customer relationships to be built and sustained remotely.

The COVID-19 Coronavirus has upended the world economy – and your business. While the impacts to date have been dramatic, we have to face the fact that this is the beginning of a new normal – a world in which this virus circulates. This will have short- and medium-term consequences for your business regardless of [...]

Neuro-ID TM started about 7 years ago with the premise that by monitoring how people use their keyboards and mice one could identify the confidence level of the person filling out the form. And that this could be done without any personally identifiable information. They developed a Neuro Confidence ScoreTM  (Neuro-CS TM) which they have [...]

I am giving a webinar on Success in Customer Next Best Action: Decision Modeling, Rules and Analytics Thursday, May 18, 2017 10:00 AM PDT Digitizing, personalizing and improving customer interactions is critical to business growth, customer retention and market engagement. Executives want to ensure that every interaction with every customer adds value – they want [...]

Ginni Rometty kicked off day two of the IBM Interconnect conference, with a pitch that cloud is changing IT, business and indeed society. Cloud, and the IBM Cloud in particular, she says will allow a new generation of business and change the world. Cloud is already 17% of IBM’s business and clearly Ginni sees this [...]

Continuing in the analyst program at IBM’s World of Watson event with Beth Smith, GM Offerings and Technology for IBM Watson, introducing some Watson elements for Conversation – one of the four C’s of Watson (Cloud, Content, Compute and Conversation). Watson, at its core, is about finding knowledge in noisy data at enormous scale. Watson listens to [...]

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 [...]

Next up was a discussion of the Teradata Marketing applications with a presentation from MGM Resorts. I wrote about their marketing solutions back in 2013. These solutions have evolved and include in-house and acquired technology like Market Helm, Aprimo and others. These solutions are designed to bring cross-channel consistency and customer specificity. Individualization, real-time interaction, [...]

Last week OpenText acquired Actuate and their CEO, Mark Barrenechea, blogged about the acquisition. As Mark says “analytics are a hot technology” so mergers and acquisitions in the analytic space are to be expected. With OpenText‘s focus on Enterprise Information Management and its strong content management capabilities, an analytics firm like Actuate makes good sense. OpenText already had content management, business process [...]

I blogged a little about the tech preview of IBM’s Operational Decision Manager – Advanced product when I was at IMPACT and I recently got a full briefing on the new ODM Advanced release. ODM Advanced has been under development for about 2 years with early access for customers back in late 2013 and technology [...]

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 [...]

My final session of the event is George Mathew’s General Session on the product and its roadmap. George recapped Alteryx’s laser focus on data analysts – who make up a big chunk of the audience here – and their focus on making the next best decision. It’s great to see the focus on decision-making not just [...]

Continuing the IBM Big Data and Analytics event we come to Watson. Watson is designed to understand natural language, human-style communication. Watson then trawls through a potentially very large amount of material to create and score some hypotheses as answers for these questions and returns them. With each interaction it also learns what works, what the better answer [...]

McKinsey came on stage talking about digitization. They see that different industries are at different points in the digital disruption. New trends begin and early adopters grow, start transforming mainstream companies and then a tipping point is reached where some incumbents die. So, for instance, disruption of retail banking is just starting while traditional media/video stores, for instance, [...]

Rob Walker kicked off day 2 of PegaWorld talking about Decision Management and the role of analytics in customer engagement. He began by talking about John Boyd and his theory of engagement – the OODA loop – Observe, Orient, Decide and Act (something I referenced in Decision Management Systems: A Practical Guide to Using Business Rules and [...]

OnStar presented at PegaWorld on their use of Pega Decision Management (the old Chordiant product) for managing telematics to improve customer experience. OnStar handles 7M customers worldwide and about 4 calls per second. It has handled more than 780M customer interactions to date including 3.8M emergencies and nearly 10M remote door unlocks. OnStar began as a [...]

Kerim Akgonul came up next to talk products, in particular Pega 7. Pega 7 was released last year and is being used around the world. Pega 7 focused on several elements: Visibility through the common case interface Speed and accuracy through automation of processes and decisions Speed and accuracy also of development, making it easier [...]

Next up an executive panel on digital transformation from the C-Suite with a CTO, a CIO and a CFO from Lloyds Bank, UnitedHealthcare and the FBI. UnitedHealthcare’s key element for digital transformation was a focus on members, consumers rather than on enterprise customers. For instance this means delivering customer service interactions that are not disjointed based on internal processes. [...]