The technology of customer experience: Is CX‘s complexity overwhelming IT?

Communicators are on the cusp of a new era of decisioning technologies, driven by customers’ demand for firms to understand them in the moment and address them in context. New research from decision platform provider InRule Technology shows that in order to meet customers’ growing and evolving demands, firms must automate more of their decisions, even as the complexity of decisions grows.

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The study, Step Into The New Era Of Digital Decisioning Platforms, conducted by Forrester Consulting, reveals that enterprise IT leaders feel overwhelmed when it comes to keeping pace with the use of existing and emerging decisioning technologies, such as statistical analysis tools, business rules, machine learning and real-time event processing, to meet evolving customer demands and expectations.

The technology of customer experience: Is CX‘s complexity overwhelming IT?

The report reveals that only one third of organizations surveyed are using Machine Learning and Deep Learning for operational decision making—and most organizations need help understanding their technology options with regard to decisioning applications.

The technology of customer experience: Is CX‘s complexity overwhelming IT?

“As enterprises strive to keep up with customer demands, it can be overwhelming to figure out which technologies are best and will deliver the greatest ROI,” said Rik Chomko, co-founder and CEO of InRule Technology, in a news release. “Enterprises that are able to automate decisions more completely from end to end will be able to win, serve and retain customers more quickly while increasing staff efficiencies and decreasing costs.”

Download the report here.

The technology of customer experience: Is CX‘s complexity overwhelming IT?


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