JT on EDM

Great comment from monkchips on twitter today:
the key to customer relationship management is to treat your clients as people rather than accounts. everything else follows from that.
Of course the challenge is how to make sure that all the people who work for you and all the systems your clients use do this. While you can [...]

I was chatting with someone the other day who shared a story of a European health insurer.  Their decision-making in claims looked only at the validity of the claim and nothing else. This of course created a situation where good (and very profitable customers) could be treated correctly but ineffectively - such as one member [...]

I just wrote an article for BPM Institute on The Technology of Business (Enterprise) Decision Management. It’s short but, if you want more, Neil and I are working on a multi-vendor study of the technology for decision management that we should have available really soon…

David Kim, MD of the Americas for Innovations Software Technology briefed me recently on the Bosch acquisition of the company. Innovations Software Technology was founded in 1997 and had grown to about 120 employees by September when it was acquired by the Bosch group.
Bosch is a $63B company (61% automotive, 13 %industrial, 26% consumer [...]

I thought I would wrap up with some closing thoughts for the week:

Lots of discussion of the importance of data - understanding it, integrating it, cleaning it and making the same data available to those reporting on it, doing analytics with it and running operational systems.
Interesting times in the rules market with recent acquisitions by [...]

Not really live this post as I am working from notes I took - after all I was on the panel and it’s hard to participate and blog at the same time. Joining me on the panel were Don Baisley of Microsoft, Ron Ross and Jim Sinur (of Gartner) - Neil had to leave. We [...]

David Griffith from CUNA Mutual Group talked about predictive analytics in a B2B environment. CUNA targets credit unions and cooperatives and their members with software and insurance products. CUNA Mutual needed to acquire new credit union accounts for direct insurance products - credit unions who sign up can offer a full range of insurance products [...]

Stuart Crawford from Fair Isaac’s R&D group presented on New Approaches to Creating, Simplifying and Visualizing Rules. While decision trees can be very clear, they can also become very complex. His group has been working on algorithms for simplifying decision trees. Because decision trees often have repeating sub-trees - pieces of the tree that are [...]

Two gentlemen from Deloitte presented Integrating Predictive Analytics and BRM to Improve Health Plan Member Experience. 80% of healthcare costs are incurred by 20% of members and traditionally the 20% get all the focus. Analytics and data mining get applied to claims, authorization, costs as a result. Segmentation focuses on the unprofitable and unhealthy. Increasingly [...]

Michele Edelman of Discover presented on Building Blocks of Decision Management: “Tools to Rule”. Michele spends a lot of time educating people inside Discover and her team use sources like McKinsey to show executives why EDM matters. For instance, a report on top 10 macro-economic trends:

Centers of economic activity will shift profoundly not just globally [...]