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Three Pillars of Decision Management

Enterprise. Customer. Three Pillars of Decision Management. Profitable Long Term Relationships. The Best Possible Decision. Decisions Anywhere. What should I offer? Who should I retain? When? What’s the risk of this customer?. Enterprise Agility. Improved Customer Experience. Acquisition.

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Three Pillars of Decision Management

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  1. Enterprise Customer Three Pillars of Decision Management Profitable Long Term Relationships The Best Possible Decision Decisions Anywhere What should I offer? Who should I retain? When? What’s the risk of this customer? EnterpriseAgility Improved Customer Experience

  2. Acquisition Operational & Business Constraints Branch Internet Contact Centre Self-Service Retention Any Other Business Objectives Customers’ Needs Cost of Service, Profitability, Margins, Risk, Etc. Sales Risk Any Other Quality Customer Experiences Require Quality Decisions Chordiant enables companies to consider and act upon both customer and business needs during every customer interaction.

  3. Real-Time Decision ManagementOne Solution – Multiple Objectives… Business Objectives • How can it help your business? • Predict customer behavior • Always perform the Next Best Action™ • Puts your multi-channel, enterprise • company in control • Why is this important? • Designed for business users • Builds customer loyalty while • increasing efficiency and • profitability • Enables agility in the face of • changing market pressures Customer Experience Advice Self Service Fraud Detection Sales Leads Contact Center Validation Decision Management Cross-Sell Call Routing Segmentation

  4. Monitoring and Control Back Panel (showing Actual’s and Targets) consolidated across propositions Configurable Metrics Panel Planning Grid showing real-time performance Axis 2: Customer Segment, Channel, etc Axis 1: Proposition Hierarchy Simulation Timeline

  5. Why is it different? • Decision Engine • Improves the customer experience in all channels • Business owners can implement sophisticated, distributed and profitable Cx strategies • Provides Next Best Action for inbound and outbound sales, service and marketing • Recommendation Advisor • Unifies the customer experience across all channels, lines of business, processes and issues • Integrates inbound and outbound customer communication • Enables front-line staff to have natural context-sensitive conversations • Offers real-time guidance and propositions that vary and adapt with situations and customer details

  6. Delivered Benefits • Increased ARPU by 9% ($150m) • Reduced churn by 3% ($100m) • Cost of save reduced by $500K per month • Improved customer satisfaction • Increased response rates to >75% • ROI within 6-9 months

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