When it comes to analytics, many organizations focus on using analytic insight to improve executive decision making. Yet there is often an even greater opportunity when using analytics to improve operational decision making. Operational decisions about a single customer or transaction are made by call centers, local staff, and automated systems. These decisions affect everything from fraud to customer satisfaction, from risk management to resource utilization. Although each decision has a localized impact, enterprises make so many of these decisions that the cumulative impact is enormous.
The right time to make decisions for organizations is increasingly real time. Customers want responses in real time; supply chains must adapt to disruption in real time; fraud must be caught before it gets into the system while self-service and Web applications can’t wait for human intervention. At the same time, organizations have discovered the value of analytic, data-driven decisions. The challenge is to reconcile these demands—to provide real-time, analytic decision making.
Posted By: James Taylor | Posted On: 22nd January 2014 |
Last year I interested Andrea Scarso, CEO of MoneyFarm, about analytics. This was a hugely popular post so I thought I would continue the series this year by interviewing some other analytic practitioners. The first in this continuing series is an interview with Tracy Allison Altman, co-founder of Ugly Research. Ugly Research are developing PepperSlice, an analytics application for explaining recommendations to decision makers. She’s on Twitter @EvidenceSoup, blogs at EvidenceSoup.com and you can read about her work at Ugly Research.
What’s your background, how did you come to be working in analytics?
I started out as an engineer, evaluating oil and gas investment decisions. This sparked my interest in data and analytical methods, so I got a Master’s (Computer Science concentration) and then a PhD in Pub
Posted By: James Taylor | Posted On: 9th July 2013 |
I recently checked out The Evolution of Decision Making – How leading organizations are adopting a data-driven culture, a new white paper from the Harvard Business Review sponsored by SAS: People have […]
Posted By: James Taylor | Posted On: 1st October 2012 |
The Economist’s Schumpeter had a nice piece this week on ‘The magic of good service – Companies hope that “chief customer officers” will provide better service. Yeah, right’. The cynicism is theirs […]