Next Best Action: an emerging engagement paradigm can elevate customer experience to the next level
- by Richard Lefebvre
As customer interactions increase across an expanding
number of communication channels, business leaders are struggling to
understand and engage with each customer effectively. To address this
challenge, leading organizations are adopting strategies around “next
best action,” a decision-support model that systematically identifies
the next best step to take in the customer conversation—whether that
action is providing additional information or targeted services,
presenting a unique offer, or taking no action at all...
Read the complete article - by Mark A. Stevens (vice president, Insight and Customer Strategy, at Oracle) - here