Seminar ID: 100725

The Role of Operational Decisions in Customer Interaction

Presented By:
James Taylor

CEO (Chief Executive Officer)
Decision Management Solutions

You will Learn:

  • The challenges of personalized, targeted customer treatment
  • The importance of decisions in customer treatment
  • The particular importance of micro decisions about a single customer

As more customers use more channels it's challenging to deliver personalized, targeted messages across channels and over time. To meet this challenge, organizations should focus on the right decisions - operational decisions. This 10 minute preview segment from our live webinar on March 17, 2014 “Nurture Customer Loyalty With Personalized Messages and Channel Alignment” we will discuss the key challenges for customer interaction and the different kinds of decisions that organizations make. We will show how operational decisions, micro decisions about a single customer, are central to customer interaction as well as pervasive across channels.