Marketing

Maximize Value with Contextual Next-Best-Action

Make a paradigm shift away from outbound segments and offer pushing to personalized real-time, one-to-one engagement marketing using next-best-action analytics to optimize the value for individual customers.

"Next-Best-Action" gives you the ability to :

• Anticipate customer needs in real-time based on customer data and business context.
• Intelligently provide the right offer or content at the right channel at the right time
• Assess all potential next-best-actions you may take with a customer—make an offer, initiate a retention plan, open a service case, start a collections process—and ensure you choose exactly the right action
• Provide your customers with a consistent experiences whether they are on the Web, a mobile app, in a store, or calling a contact center
• Optimize every customer interaction for experience and value

Using a contextual next-best-action solution also allows you to continuously evolve a complete view of your customers. Use this enhanced profile as input into your predictive analytics to better anticipate customer preferences and enhance the customer experience. The result: relevant, consistent, and personalized conversations and interactions with customers across all channels.

Utilize Next-Best-Action to employ a balanced approach :

• The balance is struck between what customers expect and what you are trying to achieve (and can afford) as a business.
• To achieve this balance, the contextual next-best-action solution generates a customized business case for each customer–calculating a budget that is based on customer value.
• With a budget set at appropriate spending thresholds, you make relevant and compelling offers to customers, but within practical and profitable limits.
• Take into consideration additional factors such as risk thresholds, service level expectations, and operational considerations.