PegaWorld 2018: Merkle: Breaking the Rules to Drive with Decisioning (Video)
Rules are perfect for simple interactions that are consistent and easily predefined. But what happens when customers don’t follow the script? Today’s connected customer chooses their own journey - interacting with the brand on their own terms. Truly enabling unique and personalized customer interactions require a next generation blend of predictive and adaptive analytics along with a very different approach to business strategies. Join this session to learn how GM OnStar is championing the centralized decisioning platform and developing a technical and strategic foundation that can be used in any interaction in real time to deliver an amazing customer experience that breaks all the rules.