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There was an interesting little article on the Institute of Financial Operations site last week – In relentless pursuit of productivity: Index tracks traits of best-in-breed AP operations. This reported on some results from the Accounts Payable Productivity Index study. What struck me about this was the role of automated decision-making (using business rules) among [...]

Four themes in business visualization: Consumer-oriented BI Walk up and use, understanding through visualization, self-service Deriving value from big data Analytics and visualization that scales with in-memory Approachable analytics Integration into the user’s world Outlook, Office, mobile The new product (coming in March) has four components: Environment Manager for setup and monitoring Visual Analytics Explorer for [...]

First Look – Quiterian

Quiterian is now Actuate BIRT Analytics Quiterian is a Spanish company with offices in the US, Mexico and Europe. Quiterian Analytics aims to be complementary to traditional tools for reporting by helping companies get more value from their data sooner. In particular they aim to help companies anticipate the future by providing simple to use predictive [...]

KXEN has been building out a series of elements over the past few years – InfiniteInsight™Explorer to create a semantic layer to manage your data layer and create/manage an analytic dataset; InfiniteInsight™ Modeler to automate the process of building predictive analytic models; InfiniteInsight™Scorer to deploy the results of models; and InfiniteInsight™ Factory to “industrialize” or [...]

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 [...]

I had no slides for my session but I thought I would post my notes or outline: I have just written a new book called Decision Management Systems about a class of system not widely deployed in organizations. They’re not new systems – I have been talking about them and helping people build them for [...]

First Look – Portrait Software

Portrait Software, now part of Pitney Bowes Business Insight – has a tag line of “Make every interaction count” so, with my focus on micro decisions, I wanted to get an update. Since the early days of Quadstone (acquired by Portrait some years ago) the focus of this team has been to help people get [...]

First Look – Predixion

Predixion Software launched their new product – Predixion Insight – this week and I got a pre-launch briefing.  Founded in 2009 based in Southern California and Redmond (development team is ex-Microsoft and the chairman is ex-Datallegro), their focus is on self-service predictive analytics, delivered through the cloud and accessible via Excel.  Information workers are the [...]

Teradata in the cloud

Dan Graham and Mike Riordan presented on Teradata’s cloud strategy. They began with a quick reminder that a cloud involves on-demand self-service, broad network access, resource pooling, rapid elasticity and pay per use. Teradata is currently testing and developing for clouds and virtualization – Teradata Express. They are working with amazon.com’s web services team for [...]

Marc Schroeder presented on Teradata’s customer management portfolio – Teradata Relationship Manager (TRM).  Clearly the move to multi-channel, customer-centric customer relati0nships and the growth in data and behavioral data particularly are driving new demands in customer relationship software. Vision: Maximize customer profitability by enabling a comprehensive interactive marketing environment that manages intelligent customer dialogs, leverages [...]

First Look – Convergys

While I was attending the Business Rules Forum a few weeks back I got my first chance to learn about Convergys. A major sponsor of the event, Convergys is focused on improving the customer experience and customer relationships using decisioning technologies. Building on a history in customer care and billing, Convergys is now a nearly [...]

I was pointed to a post today on the topic of customer service (Another Day, Another Customer-Service Nightmare on the EconoWhiner) that pointed out that companies need to provide quality service and quality customer service if they’re going to survive an economic downturn as severe as this one? Now I am not going to pick [...]

Randy Saunders had a great post over on the Perfect Customer Experience –Can I please speak with a live agent? In it he has a great quote: Forester’s study finds that 45 percent of consumers prefer to speak with a customer service agent to answer questions and resolve service issues, yet most walk away from [...]

An old colleague of mine, Vaughn Merlin, had a really interesting post this week When Strategy Becomes Continuous. It’s a great post and he makes three key points: IT strategy is not the point – it’s all about business strategy. Much ‘strategy’ effort is not very strategic. Strategy formulation and execution are too loosely coupled. [...]

Is Self-Service good or bad?

Ellen Goodman of the Boston Globe had a column “Self-serve and slave” (that I saw in the San Jose Mercury News as “In a self-serve nation, work gets dumped on us“) in which she rails against self-service and compares it to the outsourcing of work from paid employees to us consumers. As she says: For [...]

Chordiant announced Recommendation Advisor 6.1 today, a “real-time conversation and interaction management solution”. This Next-Best-Action engine is built on Chordiant’s Decision Management platform and designed to both improve self-service channels and support call center staff.   It uses rules and analytics to make the best recommendation and dynamically adapts during a conversation, for instance if [...]

[amazonify]0470189088:right[/amazonify][amazonify]0470189088::text::::The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs[/amazonify] I just finished reading The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs and I can’t recommend it too highly. This is a tremendous [...]

Jeff Hammond’s theme for this presentation is that as enterprise experiment with web 2.0 some successful adoption patterns are emerging. There are three ways to look at web 2.0: Enabling technologies Flex, Air, Silverlight, XML, Ajax, cloud computing Core applications Blogs, wikis, social networks, tagging, rss, mashups built on these core technologies Behavior shifts Information [...]

After lunch I joined the Insurance track and listened to Don Light of Celent (who wrote this nice paper some time ago) and Mike Gordon of Fair Isaac. Mike started and his first slide was headlined “survival of the fittest” which seems like the right headline! There is clearly a lot on in insurance these [...]

Evening of Monday night and its party time in the solutions area of IMPACT. Once again the wonderful string quartet were strutting their electric stuff and the food and drinks were good. I spent my time speaking to the few folks present who were really interested in decisioning (Chordiant, ILOG, select IBMers) and then went [...]