Best-Next-Action Decisioning

Real-Time Decisioning

  • Rule-Based and Artificial Intelligence
  • Integration with Existing Systems

Journey Orchestration

  • Delivering on Customer Experience
  • Multi-Channel Orchestration
  • Deliver on your promises

Decisioning

Decisioning can be as simple or as complex as you like. Start with rules and use AI where you don’t know what to do.

Orchestration

Ensure that you are helping the customer with the job that they are trying to do - right now!

Journey

The customer is on a journey - and so are you! Many organisations claim to be customer-centric - most are not.

Data

Like a teenagers bedroom - you don’t want to look! Everyone has messy data - don’t worry!

ROI

What is the return you can expect from a decisioning project? There are many aspects that you can expect.

Experience

It’s all about the lived experience of the consumer!

From our blog

Please contact us if any of these topics raise your interest.

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Filtering and Ranking

By Neil Skilling on Tuesday, 24-Dec-2024

How the building blocks are used to produce recommendations The purpose of filtering and ranking offers is at the heart of the Best-Next-Action Decisioning process. The process can be summarized as follows: fn getRecommendations(Offers, Context, Options) -> list[Recommendations] Offers and context is used to produce a ranked set of recommendations for the customer. The steps in the filtering process are as follows: Start with the pool of offers that have been constructed Remove all of the offers that do not support the channel requested in the context Remove all of the offers that are not currently valid based on the current date and time Remove all of the offers whose set of inclusion rules do not evaluate to True Remove all of the offers for which any of the exclusion rules evaluate to True The steps in the ranking process are as follows:

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Best-Next-Action Decisioning Concepts

By Neil Skilling on Saturday, 21-Dec-2024

The building blocks of a Best-Next-Action Decisioning System Let’s look at the core concepts and building blocks of our Best-Next-Action decisioning system Category The category is the type of offer that you are making. Best practice has shown that Best-Next-Action Decisioning systems should be used to cover the whole of the customer lifecycle and for all aspects of the relationship. They should not be used purely for sales activities (see story) as this undermines rather than supports the relationship.

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Interaction Management

By Neil Skilling on Friday, 30-Aug-2024

The ‘Art’ of Interaction Management Many large business-to-consumer organisations have invested an enormous amount of effort, time and money into Customer Relationship Management in the last twenty five years. What do we have to show for this collective enormous investment? The investment has had three major waves, firstly the data warehousing band wagon, then the CRM records management wave and then the Marketing Automation wave. A lot of these large investments have failed and there are now a lot of CRM 2.

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Best-Next-Action Decisioning

By Neil Skilling on Thursday, 29-Aug-2024

Best-Next-Action rather than Next-Best-Action as “Next-Best” sounds like Second-Best Best-Next-Action decisioning is best decsribed as delivering to your customer what you would do if you were sitting in front of them - you know them, you know what they want, you know what to do and how to do it right away. Just translate that into the digital context so that you can calculate the Best-Next-Action or Actions in real-time and deliver a contextual recommendation immediately to the customer irrespective of the channel on which you are interacting.

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