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.

Read more

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.

Continue reading

Read more

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.

Continue reading

Read more

Overskilling

By Neil Skilling on Thursday, 29-Aug-2024

Welcome to Overskilling - I am a specialist in Best-Next-Action Decisioning and Journey Orchestration projects. I have worked in all kinds of analytics projects over the years from straightforward predecctive modelling, to large scale real-time decisioning and journey orchestration. Previously I was CTO at Kitewheel, now owned by CSG, and was responsible for a lot of thought behind the Xponent platform. If you need help with your decisioning or journey orchestration project I am here to help.

Continue reading