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.

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?

Want more like this?

Subscribe to get daily or weekly PR News updates from Bulldog Reporter

Bulldog Reporter

Bulldog Reporter

Bulldog Reporter is a leader in media intelligence supplying news, analysis and high-level training content to public relations and corporate communications professionals with the mission of helping these practitioners achieve superior competitive performance.


So your client wants to be in The Wall Street Journal…

Most PR professionals have had this happen to them at one point or another. You’re in a meeting with top client/company executives, and to gain some insights into their thinking you ask them, “What would be a home run for the PR program?” The answer comes back, “A...

AI will lead the next tech revolution—but many fear its dark side

Artificial intelligence is expected to be the next touchstone of technological achievement for consumers and businesses alike—a whopping 91 percent of tech execs and 84 percent of the general public believe that AI constitutes the next tech revolution, according to...