Predictive Marketing for Banking

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Predictive Marketing for Banking"

Transcription

1 Tony Firmani Predictive Analytics Solution Architect Predictive Marketing for Banking Business Analytics software

2 Session Overview Data Drives Decisions Applying Predictive Analytics Throughout Entire Customer Lifecycle Q&A 2 2

3 DATA DRIVES DECISIONS 3

4 For CEOs It s About Greater Customer Intimacy 88% 82% 85% of CEOs will focus on getting closer to their customers in next 5 years of CEOs want to better understand customer needs of CEOs require more visibility into their businesses Businesses are focused on understanding their customers to drive more/greater business value with their marketing spend 4

5 Clients do not trust banks to offer products and services that are in clients best interests Trust Gap Client Opinion: Providers offer products in the firm s best interest (Percentage of Survey Respondents 1 ) Provider Opinion: Providers offer products in the firm s best interest (Percentage of Survey Respondents 1 ) Strongly agree Americas Neutral EMEA AP n = 762 Strongly disagree n = % 60% 50% 40% 30% 20% 10% 0% 0% 10% 20% 30% 40% 50% 60% 70% Note: 1 Question asked: To what extent do you agree / disagree with the following statements about trust, Please rank on a scale of 1-6 where 1=strongly disagree and 6=strongly agree, Investment firms are likely to offer products & services in the investment firm s own best interest IBM / CFA Survey 2008; IBM Institute for Business Value analysis 5

6 Lack of information and current pace of business forces organizations to be overly dependent on intuition Nearly half said no Do you have sufficient information to do your job? 8% 39% Less extent How do you make business decisions? Personal experience and intuition 5% 15% Analytically derived 9% 28% Collective Experience 14% 35% 54% 46% Intuition dominates 43% 43% 7% Large extent Source: EIU launch survey for IBM BAO, 2009 Question 1: How often have you made major decisions with incomplete information or information you don t trust? Question 2: To what extent do you make business decisions based on the following factors? 25% 19% Guestimation has worked up to a point (arguably we ve passed it) 9% 6 6

7 Customer Intimacy Means Evolving Improving process and analytics goes hand in hand Business Operations Maturity How the business applies information to achieve its goals Policies Business Processes Organization Task integration Process automation and workflow Adhoc Business process integration and collaboration Foundational Spreadsheets Competitive Data warehouses, governance and production reporting Differentiating Master data management, dashboards and scorecards Breakaway Real-time analytical Impact Predictions, contextual business rules and patterns Source: Breaking Away with Business Analytics and Optimization:, Q Information and Analytics Maturity How the business manages information and learns from it

8 Data at the heart of Predictive Analytics High-value, dynamic - source of competitive differentiation Interaction data - / chat transcripts - Call center notes - Web Click-streams - In person dialogues Attitudinal data - Opinions - Preferences - Needs & Desires - Social Media Descriptive data - Attributes - Characteristics - Self-declared info - (Geo)demographics Behavioral data - Trades - Transactions - Payment history - Usage history 8 8 Traditional

9 What is Social Media Analytics? SMA is the use of insight, derived through social listening and predictive analytic techniques, and embedded within business processes, that enable an organization to more effectively interact with consumers by leveraging the collective intelligence of the global consumer community. 9

10 What does SMA allow customer to achieve? Grow their Business Understand their customer needs to target new offers and products more cost-effectively through different social media channels and then use SMA insight to predict impact of these introductions Enhance their Reputation Evaluate their corporate reputation and make evidence-based messaging decisions that target the right stakeholders at the right time and then use SMA insight to predict the impact on reputation Improve their Customer Care Respond more quickly with accurate, timely and relevant insight into customer requests to ensure a consistent brand experience across all channels and then use SMA insight to predict impacts on customer satisfaction Creating Relationships. Building Advocacy. Improving Loyalty 10

11 Predictive Analytics Predict impact of positive/negative sentiment on current business KPI s and future social media activities Predict impact on sentiment of messaging decisions with analysis into consumer and stakeholder sentiment; Predict impact of changes in perception of your corporate reputation, potential reactions to campaigns and business KPI s such as revenue, customer service levels, customer satisfaction Use predictive analytics to identify and target new social media channels to drive greater advocacy of your products and services with key influencers based on predictive analysis of sentiment Predict the effectiveness of your campaigns messages and their impact on consumers purchasing decisions, as well as the resonance and believability of their promise. Financial Data Customer Service Data Sales Data Marketing Data Third-party Data Association Clustering Classification Forecasting Produce Scores & Predictive Models Recommendations Impact of sentiment on KPI s Integrate with Social Media Optimization SMA Data Define decision optimization Scoring Business Rules Deploy Decision Make expert knowledge explicit Models Update Expert Knowledge Process Automation & Process Management & Control Optimization Monitor & manage analytics Automate prediction & process Perform Root-Cause deployment process Analysis Capture Predict Act Deploy Integrate Feedback SMA Execute Perform Social Media Campaign Prevent Pro-active manage reputation 11

12 APPLYING PREDICTIVE ANALYTICS DELIVERS THROUGHOUT ENTIRE CUSTOMER LIFECYCLE 12

13 How Banks Can Use Customer Data and Analytics Differentiate Positioning & Offers Improve Acquisition Gain Customer Insights Manage Churn, Cross-Sell Manage Risk Track Performance How to identify and define the right offer and positioning? How to leverage insights to acquire right customers? How to develop customers insights? How to grow the portfolio profitably? How to monitor and control Credit Risk? What KPIs/ reports are needed to effectively track business performance? How to establish potential market opportunity? What value proposition will help capture the potential? How to take the offers to market effectively? How to identify & acquire good customers? How to boost my acquisition efforts? How to understand customer usage and spend patterns? Based on what parameters should customers be segmented? What data is required? Who are the highvalue customers? How to retain these customers? What is the right product to crosssell/up-sell and to whom? How to improve underwriting? How to minimize credit loss while achieving growth? How to improve collection efficiency? How to integrate data in One-view mode? How to track risk performance? How to track campaigns performance? What KPIs / reports are required? 13

14 Smarter Planet Means Moving Away from the Broad Brush Impacting Customers Uniquely Throughout the Lifecycle One to One Research & Purchase Product Advocate Product Purchase More The Broad Brush Get Customer Service Use Product 14

15 Customer Intimacy Means Different Focus at Each Stage Marketing Social Intelligence Dialog Research & Purchase Product Advocate Product Purchase More Selection & Acquisition Sales Extension Feedback Get Customer Service Feedback Management Support Use Product Retention Support/Services 15

16 This Approach Supports Customer Lifecycle Management Needs Customer Life Cycle Management Segmentation Acquisition Portfolio Management Loyalty Management Retention /Attrition Enhance the understanding of customer base and market through inwardoutward (multivariate) segmentation Improve approval rate with application scorecard & acquisition through analytics led campaigns Deepen relationship with customers through up-sell / cross-sell of relevant products Loyalty programs and right campaigns to increase stickiness to the bank Retention campaigns to stem voluntary attrition Differentiate Positioning & Offers Improve Acquisition Gain Customer Insights Prevent Churn, Cross-Sell Risk Analytics Manage Risk Application/Behavior Scorecard and Strategy Collections Scorecard and management Recovery Scorecard and management Risk Strategy Manage risk across customer life-cycle Performance Management Track Performance Executive Dashboard to track all essential Business KPIs 16

17 Smarter Banks Outperform with Analytics Changes in industry require new disciplines and tools Variety Lack of insight Inability to predict Volume Volume Velocity Velocity Variety Inability to predict Volume Velocity Inefficient access Lack of insight Inefficient access Velocity Variety Sense and respond Instinct and intuition Skilled analytics experts Back office Automated Predict and act Real-time, fact-driven Everyone Point of impact Optimized 17

18 The Predictive Advantage Predict & Act Transformational Deployment of Predictive Models: Real-time Decision Management Optimized Outcomes Based Upon Objectives Deliver Cross-Sell Recommendations Dynamic Pricing Based Upon Risk and Profitability Models Insight Driven Predictive Analytics: Customer Segmentation Market Basket Analysis New Branch / Market Analysis Customer and Investment Risk Sense & Respond Traditional BI and Conventional Analysis: Branch Performance Profit and Loss Analysis Ad Hoc Analysis Product Performance 18

19 Business Scenario: With millions of customers, how do you identify which customers are valuable and how to increase the profitability of each customer on an individual level? 19

20 Business Scenario: 20 With millions of customers, how do you identify which customers are valuable and how to increase the profitability of each customer on an individual level? Customer Data - Demographics - Account Activity - Product Holdings - Channel Activity - Information Requests - Complaints 2010 IBM Corporation -

21 Business Scenario: High Profitability Med Profitability 21 Low Profitability With millions of customers, how do you identify which customers are valuable and how to increase the profitability of each customer on an individual level? Segmentation Segment customers based upon profitability measurements Customer Data - Demographics - Account Activity - Product Holdings - Channel Activity - Information Requests - Complaints 2010 IBM Corporation -

22 Business Scenario: High Profitability Med Profitability 22 Low Profitability With millions of customers, how do you identify which customers are valuable and how to increase the profitability of each customer on an individual level? Monitor & Measure Segmentation Segment customers based upon profitability measurements Customer Data - Demographics - Account Activity - Product Holdings - Channel Activity - Information Requests - Complaints 2010 IBM Corporation -

23 Business Scenario: Predictive Models Predict which products or services customers are most likely to accept 23 With millions of customers, how do you identify which customers are valuable and how to increase the profitability of each customer on an individual level? Monitor & Measure Segmentation Segment customers based upon profitability measurements Customer Data - Demographics - Account Activity - Product Holdings - Channel Activity - Information Requests - Complaints 2010 IBM Corporation -

24 Business Scenario: Decision Management Optimize offers based upon profitability and response predictions Predictive Models Predict which products or services customers are most likely to accept 24 With millions of customers, how do you identify which customers are valuable and how to increase the profitability of each customer on an individual level? Monitor & Measure Segmentation Segment customers based upon profitability measurements Customer Data - Demographics - Account Activity - Product Holdings - Channel Activity - Information Requests - Complaints 2010 IBM Corporation -

25 Business Scenario: Customer Interaction Deliver prioritized recommendations that drive increased profitability and are optimal for the customer Increase 25 With millions of customers, how do you identify which customers are valuable and how to increase the profitability of each customer on an individual level? Decision Management Optimize offers based upon profitability, risk and response predictions Monitor & Measure Predictive Models Predict which products or services customers are most likely to accept Segmentation Segment customers based upon profitability measurements Customer Data - Demographics - Account Activity - Product Holdings - Channel Activity - Information Requests - Complaints 2010 IBM Corporation -

26 Business Scenario: Customer Interaction Deliver prioritized recommendations that drive increased profitability and are optimal for the customer Increase 26 With millions of customers, how do you identify which customers are valuable and how to increase the profitability of each customer on an individual level? Decision Management Optimize offers based upon profitability, risk and response predictions Monitor & Measure Predictive Models Predict which products or services customers are most likely to accept Segmentation Segment customers based upon profitability measurements Customer Data - Demographics - Account Activity - Product Holdings - Channel Activity - Information Requests - Complaints 2010 IBM Corporation -

27 You need to the answer now or you lose Customer Leveraging Each Customer Contact as a Sales Opportunity Cross-sell? <context data> Potential Campaign Valid in this case? Predicted Profitability Response Probability Expected Value A No B Yes 90 54% 49 Yes 85 62% 64 C <customer data> 27

28 Customer Intimacy Moves Beyond Sales and Marketing Enhance Customer Understanding Customer Churn Marketing Spend Sales Productivity Optimize Real-Time Decisions Trading Advantage Client Interactions Customer Experience Foster Collaborative Decisions Customer Service Channel Management Research and Sales Enable Enterprise Visibility Risk Management Social Business Strategy Alignment 28

29 Key steps for achieving success Pick your spot Biggest and highest value opportunity Start with questions Prove the value Embed insights Add capabilities Continuous Value Delivery Information agenda 29 Source: Analytics: The New Path to Value, a joint MIT Sloan Management Review and IBM Institute of Business Value study. Copyright Massachusetts Institute of Technology 2010."

30 Questions? Thank You 30 30

IBM Business Analytics and Optimization The Path to Breakaway Performance

IBM Business Analytics and Optimization The Path to Breakaway Performance Oliver Oursin Worldwide Product, Business Intelligence and EMEA Presales Executive - IBM Business Analytics IBM Business Analytics and Optimization The Path to Breakaway Performance Portorož, November

More information

Increasing Marketing ROI with Customer Analytics. 2013 IBM Corporation

Increasing Marketing ROI with Customer Analytics. 2013 IBM Corporation Increasing Marketing ROI with Customer Analytics 1 The agenda The Marketer s Evolving Role Data/Analytics Based Decisions Customer Analytics to Increase ROI ROI in Action 2 The Marketer s Evolving Role:

More information

Vlassis Papapanagis Operations Director PREDICTA Group. Using Analytics to predict Customer s Behavior

Vlassis Papapanagis Operations Director PREDICTA Group. Using Analytics to predict Customer s Behavior Vlassis Papapanagis Operations Director PREDICTA Group Using Analytics to predict Customer s Behavior Today s organizations are facing many DISRUPTIVE FORCES fueling the need for analytics The emergence

More information

Insurance customer retention and growth

Insurance customer retention and growth IBM Software Group White Paper Insurance Insurance customer retention and growth Leveraging business analytics to retain existing customers and cross-sell and up-sell insurance policies 2 Insurance customer

More information

Social Business Analytics

Social Business Analytics IBM Software Business Analytics Social Analytics Social Business Analytics Gaining business value from social media 2 Social Business Analytics Contents 2 Overview 3 Analytics as a competitive advantage

More information

Using Business Analytics to transform the business. Oliver Oursin Worldwide Predictive & Business Intelligence Executive

Using Business Analytics to transform the business. Oliver Oursin Worldwide Predictive & Business Intelligence Executive Using Business Analytics to transform the business Oliver Oursin Worldwide Predictive & Business Intelligence Executive Watson answered a grand challenge Can we design a computing system that rivals a

More information

Using Analytics to Drive Customer Profitability Dr Colin Linsky WW Predictive Analytics Retail Leader IBM SPSS Industry Solutions Team

Using Analytics to Drive Customer Profitability Dr Colin Linsky WW Predictive Analytics Retail Leader IBM SPSS Industry Solutions Team Using Analytics to Drive Customer Profitability Dr Colin Linsky WW Predictive Analytics Retail Leader IBM SPSS Industry Solutions Team 2012 IBM Corporation Agenda Business Analytics The Competitive Advantage

More information

Introduction to Predictive Analytics: SPSS Modeler

Introduction to Predictive Analytics: SPSS Modeler Introduction to Predictive Analytics: SPSS Modeler John Antonucci, Sr. BDM Katrina Adams Ph.D. Welcome! The Webinar will begin at 12:00 pm EST LPA Events Calendar Upcoming Webinars Today - Introduction

More information

Taking A Proactive Approach To Loyalty & Retention

Taking A Proactive Approach To Loyalty & Retention THE STATE OF Customer Analytics Taking A Proactive Approach To Loyalty & Retention By Kerry Doyle An Exclusive Research Report UBM TechWeb research conducted an online study of 339 marketing professionals

More information

Achieving customer loyalty with customer analytics

Achieving customer loyalty with customer analytics IBM Software Business Analytics Customer Analytics Achieving customer loyalty with customer analytics 2 Achieving customer loyalty with customer analytics Contents 2 Overview 3 Using satisfaction to drive

More information

Elevate Customer Experience and Engagement in the New Digital World

Elevate Customer Experience and Engagement in the New Digital World Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,

More information

The case for Centralized Customer Decisioning

The case for Centralized Customer Decisioning IBM Software Thought Leadership White Paper July 2011 The case for Centralized Customer Decisioning A white paper written by James Taylor, Decision Management Solutions. This paper was produced in part

More information

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and

More information

Leveraging Information For Smarter Business Outcomes With IBM Information Management Software

Leveraging Information For Smarter Business Outcomes With IBM Information Management Software Leveraging Information For Smarter Business Outcomes With IBM Information Management Software Tony Mignardi WW Information Management Sales IBM Software Group April 1 2009 Agenda Our Smarter Planet and

More information

Leading the way with Information-Led Transformation. Mark Register, Vice President Information Management Software, IBM AP

Leading the way with Information-Led Transformation. Mark Register, Vice President Information Management Software, IBM AP Leading the way with Information-Led Transformation Mark Register, Vice President Information Management Software, IBM AP 1 Today s Topics Our Smarter Planet and the Information Challenge Accelerating

More information

IBM Predictive Analytics Solutions

IBM Predictive Analytics Solutions IBM Predictive Analytics Solutions Koenraad De Cock Wannes Rosius 2014 IBM Corporation 2014 IBM Corporation 1 Agenda Overzicht van de IBM oplossingen De Academische- vs de Business-wereld, een reflectie

More information

SPSS Predictive Analytics: Customer Intimacy on a Smarter Planet

SPSS Predictive Analytics: Customer Intimacy on a Smarter Planet Ben Stonehouse, SPSS Predictive Analytics Solutions IBM Business Analytics SPSS Predictive Analytics: Customer Intimacy on a Smarter Planet Business Analytics software What does Smarter Planet Mean to

More information

Overview, Goals, & Introductions

Overview, Goals, & Introductions Improving the Retail Experience with Predictive Analytics www.spss.com/perspectives Overview, Goals, & Introductions Goal: To present the Retail Business Maturity Model Equip you with a plan of attack

More information

BIG DATA & ANALYTICS ACQUIRE, GROW & RETAIN CUSTOMERS: The Business Imperative for INSIDESSS. December 2013. Introduction Page 2

BIG DATA & ANALYTICS ACQUIRE, GROW & RETAIN CUSTOMERS: The Business Imperative for INSIDESSS. December 2013. Introduction Page 2 ACQUIRE, GROW & RETAIN CUSTOMERS: The Business Imperative for BIG DATA & ANALYTICS INSIDESSS Introduction Page 2 The Four Benefits Page 3 Make Your Business Big Data & Analytics Driven Page 4 Acquire Page

More information

Pacemaker: How Data Analysis and Synthesis Manages the Lifeblood of Business

Pacemaker: How Data Analysis and Synthesis Manages the Lifeblood of Business CASRO Annual Conference October 12 2010 Pacemaker: How Data Analysis and Synthesis Manages the Lifeblood of Business Deepak Advani VP Predictive Analytics, IBM Editable Text Editable Text Editable Text

More information

SAP BusinessObjects. Solutions for Large Enterprises & SME s

SAP BusinessObjects. Solutions for Large Enterprises & SME s SAP BusinessObjects Solutions for Large Enterprises & SME s Since 1993, we have been using our BI experience to ensure you buy the right licences at the lowest price, thus helping to deliver the best and

More information

Combining the Power of Predictive Analytics with IBM Cognos Business Intelligence

Combining the Power of Predictive Analytics with IBM Cognos Business Intelligence Combining the Power of Predictive Analytics with IBM Cognos Business Intelligence Michael Helbraun Predictive Analytics Solutions Architect IBM Business Analytics www.spss.com/perspectives Agenda The changing

More information

The Convergence of Data and Analytics in the Corporate World

The Convergence of Data and Analytics in the Corporate World The Convergence of Data and Analytics in the Corporate World Is it possible to draw parallels between commercial experience and tax applications? Jack Noonan President & Chief Executive Officer SPSS Inc.

More information

Sponsored by. Contact Center Analytics Empower Enterprises

Sponsored by. Contact Center Analytics Empower Enterprises Sponsored by Contact Center Analytics Empower Enterprises Table of Contents Executive Summary... 1 The Changing Mission of Contact Centers... 1 Contact Center Goals... 1 Contact Center Analytics... 2 What

More information

Technology and Trends for Smarter Business Analytics

Technology and Trends for Smarter Business Analytics Don Campbell Chief Technology Officer, Business Analytics, IBM Technology and Trends for Smarter Business Analytics Business Analytics software Where organizations are focusing Business Analytics Enhance

More information

Predictive Customer Intelligence

Predictive Customer Intelligence Sogeti 2015 Damiaan Zwietering zwietering@nl.ibm.com Predictive Customer Intelligence Customer expectations are driving companies towards being customer centric Find me Using visualization and analytics

More information

Transforming customer service with business analytics

Transforming customer service with business analytics IBM Software Business Analytics Customer Service Transforming customer service with business analytics 2 Transforming customer service with business analytics Contents 2 Overview 2 Customer service is

More information

Using SAS Enterprise Miner for Analytical CRM in Finance

Using SAS Enterprise Miner for Analytical CRM in Finance Using SAS Enterprise Miner for Analytical CRM in Finance Sascha Schubert SAS EMEA Agenda Trends in Finance Industry Analytical CRM Case Study: Customer Attrition in Banking Future Outlook Trends in Finance

More information

NICE Systems and Avaya provide businesses with Insight from Interactions

NICE Systems and Avaya provide businesses with Insight from Interactions IP Telephony Contact Centers Mobility Services OVERVIEW NICE Systems and Avaya provide businesses with Insight from Interactions Supports Avaya Communication Manager Application Enablement Services (AES)

More information

Voice. listen, understand and respond. enherent. wish, choice, or opinion. openly or formally expressed. May 2010. - Merriam Webster. www.enherent.

Voice. listen, understand and respond. enherent. wish, choice, or opinion. openly or formally expressed. May 2010. - Merriam Webster. www.enherent. Voice wish, choice, or opinion openly or formally expressed - Merriam Webster listen, understand and respond May 2010 2010 Corp. All rights reserved. www..com Overwhelming Dialog Consumers are leading

More information

Data Analytical Framework for Customer Centric Solutions

Data Analytical Framework for Customer Centric Solutions Data Analytical Framework for Customer Centric Solutions Customer Savviness Index Low Medium High Data Management Descriptive Analytics Diagnostic Analytics Predictive Analytics Prescriptive Analytics

More information

Customer Service First. Delivering a Consistently, Improved Service

Customer Service First. Delivering a Consistently, Improved Service Customer Service First Delivering a Consistently, Improved Service Amazing service means every interaction matters 67% of consumers use web self service to find answers to their questions Happier agents

More information

Maximize customer value and reduce costs and risk

Maximize customer value and reduce costs and risk Maximize customer value and reduce costs and risk companies around the world face the same challenges: How can they lower costs while increasing profitability? Improve efficiency? Identify, attract and

More information

Drive optimized customer interaction at the point of contact, based on predicted outcomes and behavior to achieve desired results.

Drive optimized customer interaction at the point of contact, based on predicted outcomes and behavior to achieve desired results. 1 Drive optimized customer interaction at the point of contact, based on predicted outcomes and behavior to achieve desired results. 2 3 Today s customers live out loud Age of the Empowered Customer Organizations

More information

NICE MULTI-CHANNEL INTERACTION ANALYTICS

NICE MULTI-CHANNEL INTERACTION ANALYTICS NICE MULTI-CHANNEL INTERACTION ANALYTICS Revealing Customer Intent in Contact Center Communications CUSTOMER INTERACTIONS: The LIVE Voice of the Customer Every day, customer service departments handle

More information

Delivering a Smarter Shopping Experience with Predictive Analytics:

Delivering a Smarter Shopping Experience with Predictive Analytics: IBM Software Business Analytics Retail Delivering a Smarter Shopping Experience with Predictive Analytics: Innovative Retail Strategies Delivering a Smarter Shopping Experience with Predictive Analytics:

More information

Three proven methods to achieve a higher ROI from data mining

Three proven methods to achieve a higher ROI from data mining IBM SPSS Modeler Three proven methods to achieve a higher ROI from data mining Take your business results to the next level Highlights: Incorporate additional types of data in your predictive models By

More information

Marketing Dashboards & Causal Modeling

Marketing Dashboards & Causal Modeling Marketing Dashboards & Causal Modeling 1105 Burlingame Avenue Burlingame CA 94010 650.685.4400 main 650.685.4401 fax www.firewhite.com 2004. This presentation and all derivative works are copyrighted to

More information

LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE

LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE The Four Essentials of a Customer Experience Program www.nice.com WHERE CX PROGRAMS STUMBLE Many companies recognize the value of a customer experience (CX) program,

More information

Five Predictive Imperatives for Maximizing Customer Value

Five Predictive Imperatives for Maximizing Customer Value Five Predictive Imperatives for Maximizing Customer Value Applying predictive analytics to enhance customer relationship management Contents: 1 Customers rule the economy 1 Many CRM initiatives are failing

More information

9 Reasons Your Product Needs. Better Analytics. A Visual Guide

9 Reasons Your Product Needs. Better Analytics. A Visual Guide 9 Reasons Your Product Needs Better Analytics 02 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 A Visual Guide Better Analytics for Your Users Table of Contents Introduction... 2 As a product

More information

Predictive Analytics: Turn Information into Insights

Predictive Analytics: Turn Information into Insights Predictive Analytics: Turn Information into Insights Pallav Nuwal Business Manager; Predictive Analytics, India-South Asia pallav.nuwal@in.ibm.com +91.9820330224 Agenda IBM Predictive Analytics portfolio

More information

IBM Customer Experience Suite and Predictive Analytics

IBM Customer Experience Suite and Predictive Analytics IBM Customer Experience Suite and Predictive Analytics Introduction to the IBM Customer Experience Suite In order to help customers meet their exceptional web experience goals in the most efficient and

More information

Decisioning for Telecom Customer Intimacy. Experian Telecom Analytics

Decisioning for Telecom Customer Intimacy. Experian Telecom Analytics Decisioning for Telecom Customer Intimacy Experian Telecom Analytics Turning disruption into opportunity The traditional telecom business model is being disrupted by a variety of pressures from heightened

More information

Predictive Analytics in an hour: a no-nonsense quick guide

Predictive Analytics in an hour: a no-nonsense quick guide Predictive Analytics in an hour: a no-nonsense quick guide Jarlath Quinn Analytics Consultant Rachel Clinton Business Development www.sv-europe.com FAQ s Is this session being recorded? No Can I get a

More information

SUSTAINING COMPETITIVE DIFFERENTIATION

SUSTAINING COMPETITIVE DIFFERENTIATION SUSTAINING COMPETITIVE DIFFERENTIATION Maintaining a competitive edge in customer experience requires proactive vigilance and the ability to take quick, effective, and unified action E M C P e r s pec

More information

Title. The Customer Experience Imperative

Title. The Customer Experience Imperative Delivering Positive Student Experiences Daniel Harrison Director, Higher Education - Australia Title 2007 RightNow Technologies, Inc. The Customer Experience Imperative 99% are likely to recommend your

More information

In this new world, everything is changing CEOs identify technology factors as the greatest external influence on their organizations. Instrumented Int

In this new world, everything is changing CEOs identify technology factors as the greatest external influence on their organizations. Instrumented Int Forward-Looking Business Intelligence Know the past, understand the present, shape your future Justin Churcher IBM BI CTP 2014 IBM Corporation 2014 IBM Corporation 1 In this new world, everything is changing

More information

IBM Unica and Cincom Synchrony : A Smarter Partnership

IBM Unica and Cincom Synchrony : A Smarter Partnership DATA SHEET Smarter Commerce for Smarter Customers Today s customers are deciding when and where the buying process begins, when it ends, who will be part of it, what order it will follow and how all elements

More information

Solve your toughest challenges with data mining

Solve your toughest challenges with data mining IBM Software IBM SPSS Modeler Solve your toughest challenges with data mining Use predictive intelligence to make good decisions faster Solve your toughest challenges with data mining Imagine if you could

More information

Knowing the customer: this time it s personal. How analytics can help banks achieve superior CRM, secure growth and drive high performance

Knowing the customer: this time it s personal. How analytics can help banks achieve superior CRM, secure growth and drive high performance Knowing the customer: this time it s personal How analytics can help banks achieve superior CRM, secure growth and drive high performance Table of Contents Introduction How advanced analytics changes customer

More information

Predictive Analytics for Donor Management

Predictive Analytics for Donor Management IBM Software Business Analytics IBM SPSS Predictive Analytics Predictive Analytics for Donor Management Predictive Analytics for Donor Management Contents 2 Overview 3 The challenges of donor management

More information

Cloud CRM. Scalable solutions for enterprise deployment

Cloud CRM. Scalable solutions for enterprise deployment Cloud CRM Scalable solutions for enterprise deployment Simplicity in a complex world Finding, attracting, winning and retaining customers is the lifeblood of every business. But building a scalable, integrated

More information

Growing Customer Value, One Unique Customer at a Time

Growing Customer Value, One Unique Customer at a Time Increasing Customer Value for Insurers How Predictive Analytics Can Help Insurance Organizations Maximize Customer Growth Opportunities www.spss.com/perspectives Introduction Trends Influencing Insurers

More information

Analytical CRM solution for Banking industry

Analytical CRM solution for Banking industry Analytical CRM solution for Banking industry Harbinger TechAxes PVT. LTD. 2005 Insights about What are the reasons and freq. for a customer contact? What are my product holding patterns? Which of my are

More information

Predictive Analytics in an hour: a no-nonsense quick guide

Predictive Analytics in an hour: a no-nonsense quick guide Predictive Analytics in an hour: a no-nonsense quick guide Jarlath Quinn Analytics Consultant Rachel Clinton Business Development www.sv-europe.com FAQ s Is this session being recorded? Yes Can I get a

More information

Improving Inside Sales Production with Automation

Improving Inside Sales Production with Automation Improving Inside Sales Production with Automation Improving Inside Sales Production with Automation A recent Noble Systems survey of Inside Sales Teams revealed that while one-half of the organizations

More information

[Big]-Data Analytics for Businesses SESSION 1

[Big]-Data Analytics for Businesses SESSION 1 Theos Evgeniou; Professor of Decision Sciences [Big]-Data Analytics for Businesses SESSION 1 Five Key Takeaways 1. It is now possible to make evidence based, data driven decisions in increasingly more

More information

Transforming Financial Services Sector with Dynamic CRM

Transforming Financial Services Sector with Dynamic CRM Transforming Financial Services Sector with Dynamic CRM Financial Services industry sector is in the midst of paradigm shift. Since the financial crisis, traditionally, revenue challenges have been a cyclical

More information

QlikView for media. Delivering Unprecedented Customer Intelligence

QlikView for media. Delivering Unprecedented Customer Intelligence QlikView for media Delivering Unprecedented Customer Intelligence QLIKVIEW FOR MEDIA: DELIVERING UNPRECEDENTED CUSTOMER INTELLIGENCE Collaboration, visibility and effiiciency: necessities for efficient

More information

Solve Your Toughest Challenges with Data Mining

Solve Your Toughest Challenges with Data Mining IBM Software Business Analytics IBM SPSS Modeler Solve Your Toughest Challenges with Data Mining Use predictive intelligence to make good decisions faster Solve Your Toughest Challenges with Data Mining

More information

Customer Needs Management and Oracle Product Lifecycle Analytics

Customer Needs Management and Oracle Product Lifecycle Analytics Customer Needs Management and Oracle Product Lifecycle Analytics Marc Charmetant Oracle EMEA Keywords: Innovation, Customer Needs Management, Requirements Management, Intelligence, Analytics, KPI, Dashboards,

More information

5 Steps to Optimizing Customer Value in Insurance

5 Steps to Optimizing Customer Value in Insurance 5 Steps to Optimizing Customer Value in Insurance LEVERAGING PREDICTIVE ANALYTICS TO ENGAGE YOUR CUSTOMER Tom King Senior Director, Industry Principal Insurance PEGASYSTEMS Despite the lure of customer

More information

Predictive Analytics for Database Marketing

Predictive Analytics for Database Marketing Predictive Analytics for Database Marketing Jarlath Quinn Analytics Consultant Rachel Clinton Business Development www.sv-europe.com FAQ s Is this session being recorded? Yes Can I get a copy of the slides?

More information

Advanced Analytics. The Way Forward for Businesses. Dr. Sujatha R Upadhyaya

Advanced Analytics. The Way Forward for Businesses. Dr. Sujatha R Upadhyaya Advanced Analytics The Way Forward for Businesses Dr. Sujatha R Upadhyaya Nov 2009 Advanced Analytics Adding Value to Every Business In this tough and competitive market, businesses are fighting to gain

More information

Banking on Business Intelligence (BI)

Banking on Business Intelligence (BI) Banking on Business Intelligence (BI) Building a business case for the Kenyan Banking Sector The new banking environment in Kenya is all about differentiating banking products, increased choices, security

More information

IBM Cognos Business Intelligence

IBM Cognos Business Intelligence Click to add text IBM Cognos Business Intelligence Business Analytics software IBM Business Analytics Portfolio 2 Organizations today operate with blind spots Incomplete Information 1 in 3 managers frequently

More information

Capitalizing on the power of big data for retail

Capitalizing on the power of big data for retail IBM Software Big Data Retail Capitalizing on the power of big data for retail Adopt new approaches to keep customers engaged, maintain a competitive edge and maximize profitability 2 Capitalizing on the

More information

NGDATA 2014 Consumer Banking Survey. Research Brief

NGDATA 2014 Consumer Banking Survey. Research Brief Research Brief Overview This survey was designed to assess U.S. consumer experiences with banks, and to gain insight into consumer views on loyalty, channels through which they interact with their banks,

More information

IBM Business Analytics software for Insurance

IBM Business Analytics software for Insurance IBM Business Analytics software for Insurance Nischal Kapoor Global Insurance Leader - APAC 2 Non-Life Insurance in Thailand Rising vehicle sales and mandatory motor third-party insurance supported the

More information

Continuous Customer Dialogues

Continuous Customer Dialogues Continuous Customer Dialogues STRATEGIES FOR GROWTH AND LOYALTY IN MULTI-CHANNEL CUSTOMER-ORIENTED ORGANIZATIONS whitepaper TABLE OF CONTENTS: PAGE Overview...3 The Continuous Customer Dialogue Vision...4

More information

CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES

CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES Chapter 1: Introduction to CRM Selected definitions of CRM 1 CRM is an information industry term for methodologies, software, and usually Internet

More information

The Future of Marketing Elana Anderson Vice President, Enterprise Marketing Management

The Future of Marketing Elana Anderson Vice President, Enterprise Marketing Management The Future of Marketing Elana Anderson Vice President, Enterprise Marketing Management Our world is undergoing a profound change driven by technology New forms of interaction 2.4B people on line 2.1B smartphones

More information

Solve your toughest challenges with data mining

Solve your toughest challenges with data mining IBM Software Business Analytics IBM SPSS Modeler Solve your toughest challenges with data mining Use predictive intelligence to make good decisions faster 2 Solve your toughest challenges with data mining

More information

The Top 10 Secrets to Using Data Mining to Succeed at CRM

The Top 10 Secrets to Using Data Mining to Succeed at CRM The Top 10 Secrets to Using Data Mining to Succeed at CRM Discover proven strategies and best practices Highlights: Plan and execute successful data mining projects. Understand the roles and responsibilities

More information

DISCOVER MERCHANT PREDICTOR MODEL

DISCOVER MERCHANT PREDICTOR MODEL DISCOVER MERCHANT PREDICTOR MODEL A Proactive Approach to Merchant Retention Welcome to Different. A High-Level View of Merchant Attrition It s a well-known axiom of business that it costs a lot more to

More information

Multichannel Customer Listening and Social Media Analytics

Multichannel Customer Listening and Social Media Analytics ( Multichannel Customer Listening and Social Media Analytics KANA Experience Analytics Lite is a multichannel customer listening and social media analytics solution that delivers sentiment, meaning and

More information

Minimize customer churn with analytics

Minimize customer churn with analytics IBM Software Business Analytics Telecommunications Minimize customer churn with analytics Understand who s likely to churn and take action with IBM software 2 Minimize customer churn with analytics Contents

More information

> Cognizant Analytics for Banking & Financial Services Firms

> Cognizant Analytics for Banking & Financial Services Firms > Cognizant for Banking & Financial Services Firms Actionable insights help banks and financial services firms in digital transformation Challenges facing the industry Economic turmoil, demanding customers,

More information

IBM Social Media Analytics

IBM Social Media Analytics IBM Analyze social media data to improve business outcomes Highlights Grow your business by understanding consumer sentiment and optimizing marketing campaigns. Make better decisions and strategies across

More information

ORACLE SALES ANALYTICS

ORACLE SALES ANALYTICS ORACLE SALES ANALYTICS KEY FEATURES & BENEFITS FOR BUSINESS USERS Analyze pipeline opportunities to determine actions required to meet sales targets Determine which products and customer segments generate

More information

Customer Analytics: A Powerful Source of Competitive Advantage for Midsize Organizations

Customer Analytics: A Powerful Source of Competitive Advantage for Midsize Organizations Issue 2 Customer Analytics: A Powerful Source of Competitive Advantage for Midsize Organizations 1 Introduction 2 Finding the Value in Customer Data 4 From the Gartner Files: A Customer Service Analytics

More information

57% 30% 5.4 Stakeholders 53% 97% Customers are. Reps only retain. Average B2B purchase decisions have

57% 30% 5.4 Stakeholders 53% 97% Customers are. Reps only retain. Average B2B purchase decisions have Average B2B purchase decisions have 5.4 Stakeholders Customers are 57% through the buying process before they talk to the supplier Reps only retain 30% of training information within 1 week Cold calls

More information

Predictive Analytics Enters the Mainstream

Predictive Analytics Enters the Mainstream Ventana Research: Predictive Analytics Enters the Mainstream Predictive Analytics Enters the Mainstream Taking Advantage of Trends to Gain Competitive Advantage White Paper Sponsored by 1 Ventana Research

More information

Workforce Optimization

Workforce Optimization Workforce Optimization What if your organization could improve everything about how it delivers customer service? What if you could serve customers better and more cost effectively while mining valuable

More information

Business Performance Management

Business Performance Management Business Performance Management Beth T. Smith Vice President, IBM Business Performance Management Agenda Business performance management market Business performance management from IBM Why IBM for business

More information

Three Ways to Improve Claims Management with Business Analytics

Three Ways to Improve Claims Management with Business Analytics IBM Software Business Analytics Insurance Three Ways to Improve Claims Management with Business Analytics Three Ways to Improve Claims Management Overview Filing a claim is perhaps the single most important

More information

Turning Big Data into a Big Opportunity

Turning Big Data into a Big Opportunity Customer-Centricity in a World of Data: Turning Big Data into a Big Opportunity Richard Maraschi Business Analytics Solutions Leader IBM Global Media & Entertainment Joe Wikert General Manager & Publisher

More information

Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1

Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Table of Contents Introduction... 3 Problem... 3 Solution... 5 Speech Analytics... 5 Effectiveness of speech analytics...

More information

Delivering Customer Value Faster With Big Data Analytics

Delivering Customer Value Faster With Big Data Analytics Delivering Customer Value Faster With Big Data Analytics Tackle the challenges of Big Data and real-time analytics with a cloud-based Decision Management Ecosystem James Taylor CEO Customer data is more

More information

BANKING ON CUSTOMER BEHAVIOR

BANKING ON CUSTOMER BEHAVIOR BANKING ON CUSTOMER BEHAVIOR How customer data analytics are helping banks grow revenue, improve products, and reduce risk In the face of changing economies and regulatory pressures, retail banks are looking

More information

SAS Real-Time Decision Manager

SAS Real-Time Decision Manager Decision-Driven Marketing maximizing customer engagement Featuring as an example: SAS Real-Time Decision Manager Authors: Deb Smallwood, Founder Published Date: August 2014 This perspective is based on

More information

Welcome to ICMI s Customer Relationship Management Study

Welcome to ICMI s Customer Relationship Management Study Welcome to ICMI s Customer Relationship Management Study Course We will begin the session shortly. Today s Agenda CRM objectives Supporting call center objectives CRM strategies The call center s value

More information

Capabilities overview. Retail Banking: A Transformational Model for Growth Using a Customer-Centric Approach

Capabilities overview. Retail Banking: A Transformational Model for Growth Using a Customer-Centric Approach Capabilities overview Retail Banking: A Transformational Model for Growth Using a Customer-Centric Approach Capabilities Overview It s a New World The retail banking industry is in the midst of a seismic

More information

Decisioning for Telecom Customer Intimacy. Experian Telecom Analytics

Decisioning for Telecom Customer Intimacy. Experian Telecom Analytics Decisioning for Telecom Customer Intimacy Experian Telecom Analytics Turning disruption into opportunity The traditional telecom business model is being disrupted by a variety of pressures. From heightened

More information

Customer Experience Management

Customer Experience Management Customer Experience Management Best Practices for Voice of the Customer (VoC) Programmes Jörg Höhner Senior Vice President Global Head of Automotive SPA Future Thinking The Evolution of Customer Satisfaction

More information

Predicting & Preventing Banking Customer Churn by Unlocking Big Data

Predicting & Preventing Banking Customer Churn by Unlocking Big Data Predicting & Preventing Banking Customer Churn by Unlocking Big Data Customer Churn: A Key Performance Indicator for Banks In 2012, 50% of customers, globally, either changed their banks or were planning

More information

DEVELOP INSIGHT DRIVEN CUSTOMER EXPERIENCES USING BIG DATA AND ADAVANCED ANALYTICS

DEVELOP INSIGHT DRIVEN CUSTOMER EXPERIENCES USING BIG DATA AND ADAVANCED ANALYTICS DEVELOP INSIGHT DRIVEN CUSTOMER EXPERIENCES USING BIG DATA AND ADAVANCED ANALYTICS by Dave Nash and Mazen Ghalayini; Contributions by Valentin Grasparil This whitepaper is the second in a 3-part series

More information

ramyam E x p e r i e n c e Y o u r C u s t o m e r s D e l i g h t Ramyam is a Customer Experience Management Company Intelligence Lab

ramyam E x p e r i e n c e Y o u r C u s t o m e r s D e l i g h t Ramyam is a Customer Experience Management Company Intelligence Lab ramyam Intelligence Lab E x p e r i e n c e Y o u r C u s t o m e r s D e l i g h t Ramyam is a Customer Experience Management Company enliven CEM An enterprise grade Customer Experience Management Solu

More information

A Strategic Approach to Customer Engagement Optimization. A Verint Systems White Paper

A Strategic Approach to Customer Engagement Optimization. A Verint Systems White Paper A Strategic Approach to Customer Engagement Optimization A Verint Systems White Paper Table of Contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical for business

More information