The WSJ had a little piece today on personalization - Personalized Emails Are Creepy, Not Effective based on a study done some time ago but still very relevant in today’s market where companies are being told to personalize (including by me). Here are three quotes I think summarize the problem:
[there is a negative] response to [...]

Reading 1:1 today I saw a great story about Gulf Bank called Overcoming Customer Interaction Roadblocks. This bank has a problem because it’s customers can’t get mail. How does it address this? By using it’s ATMs as a delivery device for messages! Putting relevant, timely, personalized information on the ATM when you use it. No [...]

Dan Oneufer talked about the use of Intalio BPMS in Pennsylvania. The Pennsylvania Justice Network has been established a long time and manages many aspects of the state justice system. However the counties are not well integrated into this network. Allegheny County, his example, is about 10% of the state and pretty rural. It has [...]

I have just finished presenting on the last of a series of roadshows for Silverlink. I was one of a series of presenters for their Think Different seminars. I presented with Kinney Zalesne (author of Microtrends: The Small Forces Behind Tomorrow’s Big Changes), Liz Boehm (Healthcare analyst at Forrester) and Fred Jubitz (recently of American [...]

One of the most fun things we did in the book was write about real success stories. We used an “Old Way” v “EDM Way” model for these. In the past I have written some blog posts using a similar style and today I have a new one.
Old Way
An online pharmacy (that the country trusts, [...]

Ken Vollmer kicked off the last day of the event with a view from the field - a survey on BPM that Forrester did at the end of 2007. The theme is that “BPM has already achieved mainstream status inside of most enterprises but we still have a long way to go to achieve the [...]

Two articles caught my eye yesterday - Robert Nascenzi wrote an article “Real-Time Segmentation Levels the Playing Field” over on Destination CRM while Jeremy Nedelka wrote “The Ultimate Personalized Marketing” over on 1:1. Both articles focusing me in on what I have called “extreme personalization”. Jeremy’s article was a cute story about a school targeting [...]

Ted Iacobuzio of TowerGroup gave the closing keynote, expanding on the survey results Fair Isaac announced today. More than 100 of the InterACT attendees took the survey - clearly this is top of mind. Some highlights:

Lenders appreciate the need for integrated customer information and multi-product decisioning
Lenders are not all at the same speed in implementation
Respondents [...]

A collections session next with folks from Adeptra, Fair Isaac and GE Money talking about GE’s vision for virtual collections. The collections environment is extremely bad this year with massive growth in the need for collection agents. Delinquencies are up, problems are up, consumers are stressed. Scores are worsening (credit profiles are worse), payments are [...]

Wednesday begins with Antonio Paulo Conde from Citibank Brazil talking about an enterprise decision engine for originations in their retail bank.  Measuring and understanding the risk of new financial products is important and became more so as the sales teams gained more negotiation power. To address this Citibank used Blaze Advisor to build an originations [...]