I’m beginning to think that 2012 is the year of the customer. We’ve seen a huge increase in customer experience initiatives coming out of the financial services and insurance industry this year. As we’re working with these companies to help them through this journey, you can almost forget that you
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In my role at SAS I have the great fortune to meet with business intelligence and analytic (BI&A) teams all across the United States to share and discuss best practices and pain points, particularly around the ability to execute and operationalize insight internally and externally throughout the organization. In these
This week I attended the inaugural Insurance and Finance SAS User Group conference at the SAS Headquarters in Cary, NC. The two-day conference was well attended by 80 members of our insurance and financial services customer community, and attendees were treated to a variety of presentations focused on these industry
Happy New Year, everyone! It’s that wonderful time of the year when people start anew and we all start making promises to ourselves about the things we want to accomplish in the year ahead. If you’re looking for some ways to ramp up your personal and professional expertise this year,
I started working with a large financial services customer recently that’s implementing an enterprise-level strategic analytic application. If they’re successful, these analytics will be a game changer for this organization. Unfortunately, I can’t discuss what they’re implementing, but the analytics enable a key business strategy, and this initiative has the
Not long ago, one of my colleagues wrote a blog post entitled, How to wake up dormant customers, which discusses the challenges in being customer centric – where you want to treat all customers well, and your best customers better. It made me think about the key tenet of Six Sigma
Since I started getting more involved in process improvement, I’ve started to look differently at how we work and interact with each other, information, knowledge and technologies. In analytics, I typically see processes represented in two ways: From a systems perspective and from a functional perspective. The problem with the
Tomorrow I was going to go visit one of our insurance clients. I was really looking forward to the meeting – a chance to share experiences with a strategic analytic team. Unfortunately, I got an e-mail from the team’s administrative assistant: “I’m sorry, but so-and-so needs to cancel. An important
Sometimes when you change a couple of words around, you can end up with an entirely new concept. In a conversation with a co-worker around analytic roles and responsibilities, she noted that we shouldn’t be talking about “business intelligence analysts,” but discussing ways to create “intelligent business analysts.” Brilliant!! One
I’ve been hanging out in Canada again, eh? Just last week, I snuck over the border to meet with some of our insurance customers in the Greater Toronto Area (affectionately known as “GTA”). This was my fifth trip this year and I’m pleased to say that not only have I