Digitizing, personalizing and improving customer interactions is critical to business growth, customer retention and market engagement. Executives want to ensure that every interaction with every customer adds value. They want to deliver the next best action for each customer, each time, across a portfolio of existing systems and evolving channels at a reasonable cost.
Customer Next Best Action programs create a dynamic view of the customer that automatically customizes the next best action for each individual customer interaction. Traditional upsell or cross-sell campaigns are based on segmentation or one-size-fits-all campaigns that don’t deliver the desired personalized experience, the improvement in customer lifetime value (CLTV) or the reduction in churn that is possible by deploying the powerful combination of decision modeling, predictive analytics and business rules (BRMS) technology.
Watch our recent presentation and learn why successful Customer Next Best Action Programs:
- Adopt the decision modeling requirements technique to define the next best action.
- Use business rules technology (BRMS) to make it easy for the marketing team to update the program without involving IT.
- Deploy predictive analytics on their customer data to create the right message or offer.