Toshi Tsuboi

Consumer expectations from their interactions with business have increased tremendously. Today, they expect that businesses, armed with technology and customer databases, should be able to provide a relevant, consistent customer experience across all channels. Unfortunately, this is not often the case because data is underutilized, business processes are disjointed, and analytics are not leveraged to make the optimal decisions. As a result, customer loyalty and revenue opportunities are… Show more

Consumer expectations from their interactions with business have increased tremendously. Today, they expect that businesses, armed with technology and customer databases, should be able to provide a relevant, consistent customer experience across all channels. Unfortunately, this is not often the case because data is underutilized, business processes are disjointed, and analytics are not leveraged to make the optimal decisions. As a result, customer loyalty and revenue opportunities are lost.
This presentation describes how organizations can use SAS® products, including SAS® Real-Time Decision Manager and SAS® Model Manager, to apply SAS analytics to improve customer experience by providing real-time analytic-based decisions to channels and business processes that drive consistent, personalized customer experiences. This presentation provides a how-to overview of the solutions and utilization examples.
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For most businesses, the Web has become an important channel for managing relationships with customers since it has become the preferred, and in some cases, the sole method by which many customers interact with companies. As a result, delivering compelling communication and content during a Web session is critical in order to acquire and retain valuable customers and to develop additional sales opportunities. Companies such as Amazon.com and Netflix have achieved success by promoting products… Show more

For most businesses, the Web has become an important channel for managing relationships with customers since it has become the preferred, and in some cases, the sole method by which many customers interact with companies. As a result, delivering compelling communication and content during a Web session is critical in order to acquire and retain valuable customers and to develop additional sales opportunities. Companies such as Amazon.com and Netflix have achieved success by promoting products based on customer behavior. Other companies use the Web to deliver timely content based on significant changes in customers’ lives and their relationships with the company. Regardless of the method, combining the rich data acquired during a customer’s Web activity with powerful analytics is a key factor in improving the customer experience and generating additional sales opportunities. Two SAS Customer Intelligence solutions, SAS for Customer Experience Analytics and SAS Real-Time Decision Manager, provide companies with the means to capture data about the customer in real time and then use it to deliver personalized targeted content during the same Web session. This paper will provide details about the solutions, and how they can be used together to implement real-time personalized communications on Web sites. Show less

More than ever, customers are demanding consistent and relevant interaction across all channels. Businesses are having to develop omnichannel marketing capabilities to please these customers. Implementing omnichannel marketing is often difficult, especially when using digital channels. Most products designed for digital channels lack capabilities to integrate with traditional channels that have on- premises processes and data. SAS® Customer Intelligence 360 is a new offering that enables… Show more

More than ever, customers are demanding consistent and relevant interaction across all channels. Businesses are having to develop omnichannel marketing capabilities to please these customers. Implementing omnichannel marketing is often difficult, especially when using digital channels. Most products designed for digital channels lack capabilities to integrate with traditional channels that have on- premises processes and data. SAS® Customer Intelligence 360 is a new offering that enables businesses to leverage both cloud and on-premises channels and data. This is possible due to the solution's hybrid cloud architecture. This paper discusses the SAS® Customer Intelligence 360 approach to the hybrid cloud, and covers key capabilities on security, throughput, and integration. Show less