SAS has just been named a leader in The Forrester Wave™: Real-Time Interaction Management, Q4 2020 for SAS Customer Intelligence 360. Real-time interaction management (RTIM) is a critical component in helping brands create personalized experiences across all points of interaction.
In the report, Forrester says that users are “demanding – and leading vendors are delivering – even more sophisticated solutions that automate and optimize CX with real-time decisioning based on enriched data sets, experience-focused artificial intelligence (AI) that incorporates empathy and ethical best practices, and journey orchestration to ensure a mutual value exchange for both customer and brand.”
Decision arbitration uses automation and artificial intelligence (AI) to better understand customers in real time and decide the best possible customer interaction in that moment. Customer loyalty often hinges on delivering the right response in just a few seconds. For example, if a grocery chain can recognize when a first-time user of its online ordering website is having trouble and provide help in the form of simple video instructions or a pop-up chat window, it goes a long way toward showing empathy and fostering loyalty.
SAS Customer Intelligence 360 provides adaptive planning, journey activation, and an embedded real-time decision engine – all fueled by powerful analytics and artificial intelligence capabilities helping marketers to create and extend real-time, personalized customer experiences. SAS Intelligent Decisioning complements these capabilities by extending functionality beyond marketing – allowing users to automatically define real-time next best actions at scale across the thousands of daily operational decisions that comprise the entire customer experience landscape; decisions such as determining product pricing, setting credit limits or discovering fraud.
In the Forrester evaluation, SAS received the highest scores possible in the customer recognition, innovation road map, market approach, performance and partner ecosystem criteria.
For more information on the future of customer experience please visit Experience 2030.
(This content is surmised from a press release)
