“83% of companies are rethinking what it means to deliver superior customer experiences in light of the new hybrid digital/physical engagement model” (Futurum Research, Experience 2030).

As the boundaries between human, digital, physical, and virtual realms start to blur and CX becomes more immersive; the technologies fueling the next generation CX must deliver a turbo-charged level of speed, scale and intelligence. The increasing amount of data and expanding customer touchpoints have converged to make it almost impossible for humans to keep up with the sheer volume of operational and customer decisions that must be made every day.  Decisioning, infused with real-time data and analytics is rapidly becoming a must-have for successful CX organizations.

In this session, we will discuss:

What is automated decisioning and why it is so important to the future of CX

How to turn data into context to feed real-time decisions

How to ensure that AI and analytics play the appropriate role in automated decisioning

Challenges marketers face in automating decisions and how to overcome these