Follow thy Customer « Structured Thoughts
Nice post with a link to story about customized ads being delivered to shoppers as they shop - EDM in action
(tags: customer experience loyalty)

I saw this post on CustomerThink - Automation Overkill - in which Ginny Wiedower correctly points out that automation of customer treatment can result in an impersonal feel and that customers appreciate the “warm fuzzies” that come from personal interactions. While I don’t disagree with her, there are two things worth considering. Firstly, as I [...]

Ian Graham of Trireme reviewed Smart (enough) Systems for the British Computer Society’s magazine IT Now. You can read the online review here.

For those of you who get TDWI’s BI Journal, the most recent issue has an except from Smart (Enough) Systems titled “Inside Enterprise Decision Management“

As I consider business rules a form of model-driven architecture, I thought I would share this new LinkedIn Group from Joahn den Haan
http://www.linkedin.com/e/gis/50539/04809C3A2E89
The idea is to form a group of folks interested in MDA on LinkedIn so, if you are interested, go ahead and request membership.

Well, it’s a wrap. That’s the end of the Customer Experience posts.
Enterprise Decision Management, EDM, can be an effective tool in delivering on a true 21st Century customer experience – personalized and cost-effective customer service that builds loyalty and gets calls resolved quickly, even when they are not “calls” at all. EDM delivers value across [...]

While the primary focus of applying EDM to customer service should not be cost containment or reduction, there is still a role for EDM in managing costs. For instance:

With 25% churn and complex IT systems, training costs are a huge problem for call centers.
By automating decisions EDM can reduce the complexity and thus cost of [...]

What is a Smart (Enough) Business Anyway?
First issue of my new column on DM Review
(tags: dmreview column james taylor smart enough business smartenoughsystems)

Personalizing your business is one of those things that never really seems to go out of style and that remains one of the most powerful ways to use EDM. Making a system respond in a reasonable yet personal way to a consumer or other customer is widely, and correctly, seen as a way to bring [...]

Business Intelligence Mega-Trends
Interesting set of 5 trends all beginning with I. Several of them reinforce the value of extending an old-style BI approach to include EDM.
(tags: BI 2.0 trends edm)

You Have Been Replaced by a Robot! | CustomerThink
fun title for an interesting little customer service piece. Unlike the author, I don’t think you need to [...]