There is a virtualisation revolution happening in networks, as communication services providers increasingly turn to automation to deliver ongoing cost savings. 5G is also just around the corner and will place increasing demands on networks. As a result, there are a number of changes on the horizon. The first is
In my first post I looked at the role of analytics in policing and how analytics could and should be used to benefit modern policing. However, a key point that can be forgotten is analytics is only as good as the data it is based on. It’s vital to have
If you want to get to grips with the topic of customer intelligence, who better to ask than David Cosgrave, who leads the SAS® Customer Intelligence team in South EMEA? Over the last few years, David has written a number of articles, and contributed to several others, on the subject
Marketing is going through a period of fundamental change, where things are very different than 10 years ago. Customers have higher expectations for their interactions – whether by phone, online or in person. They also want increasingly personalized experiences and offers. Fortunately, the vast majority are also willing to provide
With analytics, brands can see the world as their customers do ‒ and shape real-time customer interactions accordingly. And according to latest Harvard Business Review Analytics Services Report, Real-Time Analytics: The Key to Unlocking Customer Insights & Driving the Customer Experience, real-time analytics is a critical enabler. The report is
In what Forrester describes as “the age of the customer,” customer experience has become the decisive differentiator between brands. Consumers want fast, easy access to information and personalised experiences unique to them. Knowing your customers’ preferences, habits and behaviours needs to be a top priority for every company. However, a
Retailers don’t need to be reminded about the importance of customer experience. It’s critical – and that’s been true since the dawn of retail. But the nature of that experience has been changing at a rapid clip in recent years, due in large part to well-documented shifts in technology and
What does it take to get customer experience right? We can probably all agree that it starts with data, and that means good data. Data holds clues about what your customers want, how they feel, how they like to engage with your brand, how often they want to be in
We asked banking leaders. Here’s a sneak peek of our findings in advance of our June 12 webinar How important is customer experience in banking today? Very. It's the number one business challenge banks face, surpassing even regulatory compliance, because it links directly to revenue. And the stakes are only
The General Data Protection Regulation, or GDPR, comes into force on 25 May 2018. It has been a topic of considerable interest recently, and particularly its likely effect on individual sectors or business areas such as marketing and sales. Software manufacturers and consulting companies have been developing and launching solutions
I have cought up with Dr. Volker Stümpflen, Head of Data Strategy and Operations at Mediengruppe RTL, to talk about the use of real-time analytics. He is primarily responsible for the development and expansion of data science activities and the realisation and monetisation of specially analysed data models with a focus on
Each of us is defined and shaped by a combination of our experience and our genetic makeup. The precise balance of nature and nurture is not clear, but it is probably fair to say that as we get older, experience may become more important. This is crucial to being able
Did you know that whether you own a car, and the colour of your car, can give some very interesting insights into whether you will pay your taxes? This may sound unlikely, but recent work with a European national tax office using some highly detailed data found some fascinating connections.
It is estimated that that many companies now hold over 80% of their data in an unstructured form. In other words, not as numbers or code, but free text. This textual data arises from social media, customer comments, call center notes, books, emails, messages and the like, and holds enormous
Industry 4.0 has become a watchword for manufacturers, but I’m not sure the implications are clear to many. Hyperconnected customers are the fundamental premise of Industry 4.0 and they expect more than good quality. They expect their manufacturers to also behave like retailers and service providers. Real-time and predictive engagement
Real-time analytics is, at its most basic, being able to present the right offer at the right time. And it’s the ultimate competitive differentiator in today’s age of highly valued customer experiences. Marketers need to understand why this capability is so important to customers, and how to implement this kind
I have to confess: when it comes to Christmas, I'm a "real man". I do everything at the last minute, and certainly do not risk starting too soon… And that's exactly how it was last year, when I realized that it was Christmas Eve, and I still had no gifts
Real-time customer experience is a vital driver of growth. Acting in real-time, armed with the most up-to-date information about your customer, can hugely improve customer experience. Many of SAS’s customers have generated significant competitive advantage from trying to align closer with the real-life experiences of their customers. But how many
Predictive modelling solutions typically rely on the availability of good quality data and subsequent models which are estimated in advance using historical data. For example, a credit scoring framework to predict propensity of customer default requires the use of clean processed transactional and demographic data. Datasets used for this type
To make faster and more accurate decisions for better results is an everyday battle to management in organizations. Those who use data wisely will be the winners. Becoming a data driven organization is the key, but it often requires a change of mindset and stepping out of the old habits.
