For anyone engaged in analytical marketing, creating a 360-degree single customer view (SCV) is nudging the top of your ‘to do’ list. Why shouldn’t it be? Knowing a lot about your customers can never be a bad thing, surely? But is a holistic view really necessary? Before we go there,
In recent years, widespread use of sophisticated mathematical, statistical and deterministic models has allowed financial institutions to make strategic decisions with a new level of knowledge. At the same time, these models have led them towards additional needs: quantifying, measuring and managing model risk. On top of that, regulators have
In a previous blog, I wrote about the principle of “Progress, not perfection”, something I very much believe in and try to practice. This time I want to emphasize another principle which I believe can also be very powerful in business: “Disagree and Commit”. Credits to SAS leader Bob Messier
Organisations that are best at using analytics have moved on from simple process improvement to building new business models. The benefits are such that others are striving to join them. But the journey towards data-driven business models is not an easy one. A recent online discussion among SAS and partner
Why do you visit your local petrol station forecourt? Well, probably one reason is to buy fuel for your car, but there is no question that forecourts have changed. Twenty or thirty years ago, you would (more or less) only have been able to buy fuel, plus oil or bulbs
The world is already embarked on the so-called Fourth Industrial Revolution. This is likely to be hugely disruptive, and have a major impact on Society because it will change the way humans behave, are organized, and work, as well as the skills and competencies needed. It will also, however, have
The quote above is from Jason Handley, Director of Smart Grid Technology and Operations at Duke Energy. It says it all. Changing demands from customers and regulators requires utilities to think differently about every aspect of business – from what they offer to how they price and deliver it. Utilities
Fake news is in the news again. Both in the US and in Europe. Facebook recently announced that it was allowing Congressional scrutiny of advertisements bought by Russians during the 2016 US election, as part of an ongoing investigation. It is a hard path to walk. Facebook has faced criticism
Call centres — or contact centres, as they are now often known, to reflect the increasing number of channels for customer contact — are a vital part of the customer experience with many companies. In my previous note, I reviewed the path that got us to the modern contact centre.
And the essential ingredients that will. We all like to think we possess a good understanding of our customers, but as their needs and wants evolve, so must the level of insight we hold about them. If you did have a deeper and more expansive knowledge of each one of
