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 PR News updates from Bulldog Reporter

Richard Carufel

Richard Carufel

Richard Carufel is editor of Bulldog Reporter and the Daily ’Dog, one of the web’s leading sources of PR and marketing communications news and opinions. He has been reporting on the PR and communications industry for over 12 years, and has interviewed hundreds of journalists and PR industry leaders.

RECENT ARTICLES

Getting to the peak of trust with a thought leadership program

Whether you’re a growing brand or one that’s established and at the forefront—brand trust will always be top of mind. Sixty-two percent of communicators state their top goal for thought leadership is establishing trust, followed by becoming an influencer (22 percent),...

5 guidelines marketers need to explore in 2019

It can get increasingly difficult for marketers to find new ways to help their business overcome obstacles and reach or remain at the top of the game. Different rules apply for different industries, as well as diverse types and sizes of businesses. While the best...