NBA (Next Best Action) for MBAs

Customers are the reason you’re in business. To earn their continued love and loyalty, you must strive to enhance their experiences across all touchpoints. To earn a larger share of their pocketbooks, you must also target them with offers that suit their specific profiles, needs, and propensities. To these ends, leading-edge organizations have implemented “next best action” (NBA) technologies, such as “Big Data” analytics, within their multichannel customer relationship management programs. In this session, Forrester senior analyst James Kobielus will provide a vision, case studies, ROI metrics, and guidance for business professionals evaluating applications of NBA in their organizations.