John Rymer and Mike Gualtieri of Forrester Research have just published a new piece of research – The Dawn Of Digital Decisioning: New Software Automates Immediate Insight-To-Action Cycles Crucial
For Digital Business. This is a great paper – not only does it mention some Decision Management Solutions’ clients as examples, it makes some great points about the power of Decision Management and some great recommendations about how best to approach Digital Decisioning.
Digital decisioning software capitalizes on analytical insights and machine learning models about customers and business operations to automate actions (including advising a human agent) for individual customers through the right channels.
In particular I liked the paper’s emphasis on keeping business rules and analytics/ML/AI integrated and its reminder to focus first on decisions (especially operational decisions) and not analytic insights. These are key elements in our DecisionsFirst methodology and platform and have proven themselves repeatedly in customer projects – including those mentioned in the report.
Our DecisionsFirst approach begins by discovering and modeling these operational decisions, then automating them as decision services and finally, as also noted in the report, creating a learn and improve feedback loop.
As Mike and John suggest, we combine business rules, analytics and AI into highly automated services for decision-making then tie this to business performance using decision models.
It’s a great report and one you should definitely read. I’ll leave you with one final quote from it:
Enterprises waste time and money on unactionable analytics and rigid applications. Digital decisioning can stop this insanity.
You can get the paper here if you are a Forrester client.