Customers want their experiences to flow smoothly all the way downstream to happy outcomes. And you want that too, of course, as long as their personal outcomes sync up with your business’ outcomes: retention, sales, profits and so on.
Customer experience professionals are everywhere these days, or
“Next best action” is a hot focus area in customer-facing business processes, especially marketing, sales and service. But it has just as great a potential in back-end business processes, and, in fact, ensures that many companies operate smoothly.
Next best action, in the broadest perspective, is
"Next best action” is a hot focus area under big data, advanced analytics, digital marketing, smarter commerce and other business imperatives. Enterprises have been doing next best action, in various forms, for years. Many companies continue to scale up and build out their next-best-action