I just finished reading The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs and I can’t recommend it too highly.
This is a tremendous book laying out a systematic approach for better customer service. Predicated on the idea that customers want your product to “just [...]

One of the things I like to do on the blog is bring attention to those companies applying the principles of Enterprise Decision Management to deliver useful, smart enough systems. I recently came across Strategy DirectorTM from Stratagem Portfolio Services. This uses EDM to deliver analytics and strategy support for collections.
The product is built on [...]

Visual Numerics is a 100 person, privately held company that’s been around for a while - nearly 40 years - and yet is largely under the radar thanks to the size of other “analytics” companies. As the business world moves from BI to analytics it is sometimes finding that BI tools are really focused on [...]

Zementis has recently announced its ADAPA predictive analytics edition for the Amazon Elastic Compute Cloud. This essentially allows you to deploy PMML (Predictive Model Markup Language, an XML format for defining predictive analytic models) on the Amazon compute cloud. Based on their Enterprise Edition (which has PMML deployment, reporting and business rules (using Drools), this [...]

Just saw the announcement that Tibco is buying Insightful. Insightful has a range of data mining tools build on the open source R algorithms as well as some proprietary pieces. This means that Tibco now has a BPM environment, a rules/event processing one, Spotfire for visualization and data mining/predictive analytics development and deployment. In theory [...]

Tom Hudock had an interesting post - BI eclipsed by another technology - in which he linked to one of Neil’s great BI 2.0 articles. Tom argued that BI is being eclipsed by search-like interfaces and other more consumer-centric technologies. Like Tom I think that BI has come to mean, rightly or wrongly, reporting and [...]

I can’t blog this session live as John Rymer and Mike Gualtieri have asked me to participate. What follows is a combination of thoughts based on the presentation and post-presentation notes.
The theme of the presentation is that “The next frontier in business process management (BPM) and business rules is automating decisions within business processes”. If [...]

I spoke to Seth Grimes last week about an article he was writing that just published on Intelligent Enterprise -What BI Practitioners Can Learn From Operations Research. As I was reading the article I also noticed a response over on Michael Trick’s OR blog -Business Intelligence and Operations Research. Both Seth’s article and Michael’s response [...]

Time to listen to some analytic scientists with Larry Rosenberger (analytic Fellow) and Jeffrey Feinstein (Principal Scientist) of Fair Isaac talking about gaining insight by focusing on behavioral drivers. Larry went first and mentioned a presentation be gave at InterACT back in 2006. He had focused then on where ideas come from and talked [...]

Interesting session on the Mortgage Crisis next, subtitled “Implications for a Global Economy”. Joe Breeden of Strategic Analytics and Daniel Melo of Fair Isaac. Joe started by saying that this is the 3rd time this has happened in the last 16 years. And, as before, it’s not just about mortgage and it’s not just about [...]