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, [...]
multi-channel
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 [...]
I got an update from Zoot recently about their zDecision product (having last been briefed back in 2012). First, a quick update on Zoot: They are focused almost entirely in the financial services industry, especially on lenders. Their products are designed to be very flexible and so support the kind of out of the box [...]
IBM has made significant investments in the mobile market in recent years. Various acquisitions and internal development efforts have resulted in a portfolio of product and service offerings under the banner of IBM MobileFirst. IBM recently summarized the state of the mobile market and its MobileFirst portfolio for analysts. It’s worth noting up front that [...]
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. [...]
I got an update from Convergys on their real-time decisioning engine recently. Convergys is a services company with 75,000 customer management employees across 69 contact centers around the world. They provide contact center outsourcing, technologies for customer contact centers and customer experience analytics. Convergys’ technologies are designed to support contact centers, covering IVR, campaign management, [...]
A little while back I blogged about Customer Data Platforms and their role in coordinating multiple channels when trying to develop customer-centric marketing solutions. More recently I caught up with Provenir – a company I know from its risk-centric decisioning platform – and with the team behind their new customer listening product. I plan to blog about the [...]
As part of the ongoing blog series on Marketing Decision Management Solutions I got an update from SAP on Real-Time Offer Management. This is based on an acquisition made at the end of 2006 of a real time recommendation technology developed for the CRM market, with early adoption mainly by the competitive service industries – [...]
Next session for me at FICO World is one focused on where customer decisioning is going. John Rymer of Forrester began by presenting some of the major trends found in a recent Forrester survey conducted for FICO: Customer modeling is getting much more sophisticated as companies try and understand large numbers of customers more precisely [...]
I am attending FICO World and blogging some sessions. First up is one presented by Doug Clare and Sally Taylor-Schoff talking about the impact of showrooming on financial services. Showrooming, of course, is the practice of examining a product in a physical location and then buying it online. Consumers have more and more apps to [...]
As we start the series let’s begin with a set of what I consider to be critical elements in a Marketing Decision Management solution. These are not a complete set of everything a solution might do but a set of critical elements from my (decision management) perspective. A suitable marketing solution is: Multi-channel, supporting inbound [...]
Marketing is a great use case for Decision Management and we see this reflected in the growing interest in using Decision Management Systems to improve retention, increase cross-sell and up-sell, develop customers over time and improve customer satisfaction – key objectives of a successful marketing organization. In fact using analytics, especially predictive analytics, business rules [...]
Pegasystems had good years in 2011 and 2012 they say, with Q4 2012 being particularly strong and good results from their decision management products. They have over 2,000 employees as they go into their 30th year and are targeting $500M this year. Pegasystems maintains its focus on a platform business with a number of specific [...]
Several years ago I did some work with Silverlink – speaking at a series of roadshows for their product – and I got an update recently. Silverlink focuses on helping healthcare organizations engage their members more effectively with personalized, multi-channel outreach. Silverlink works with health plans and pharmacy benefit managers to get their members to [...]
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 [...]
Medio started in 2004 with a mobile-first focus on predictive analytics for customer engagement and monetization. Since then they have grown to over 80 people with a cloud-based solution designed to help companies boost engagement and monetization opportunities with their customers on mobile and other IP-connected devices. Medio specializes in personalized real-time information and recommendations [...]
Last week there was an exciting announcement, reflecting the growing interest in Decision Management and the rapid acceptance that decisions are something that companies and organizations must manage if they are to survive and thrive in the area of big data. I am delighted to announce that Decision Management Solutions, the company of which I [...]
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 [...]
Zoot was founded in 1990 and has been providing hosted decision management solutions since 1992. With a focus on financial services, Zoot’s clients include 3 of the top 5 U.S. banks and they work with clients of all sizes and across all lines of business. Instant credit decisioning is one of their critical offerings, but [...]
Retailing today had an interesting article – “Best Buy, Sears, Target tops in cross-channel performance” – about the importance and challenges of becoming a cross-channel retailer. I was struck by the potential of Decision Management Systems to improve cross-channel experiences in a couple of key areas: 60% had inconsistency across in-store and online promotions; Obviously [...]
