CHORDIANT DECISION MANAGEMENT PDF

Chordiant focuses on large customers — those with lots of decisions in markets such as retail banking, consumer lending, card services, insurance and communications. Their mantra is Customer Experience Management and they aim to deliver an improvement in the quality of customer interaction. Primarily they are focused on what I have called growth decisions — cross-sell, up-sell, retention etc — but they have a growing business in risk-centric decisions and risk management. The company describes itself as having been process-centric in the past and having become decision-centric. The decisioning capabilities of their product, which were the focus of our discussions, have a number of interesting characteristics: All development and management is usable by business users Because of the critical role of the business in defining how decisions must be made, it is well established that decision automation must fully engage non-technical users. Chordiant take this seriously and work to ensure that all features can be configured and managed by business users.

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Chordiant focuses on large customers — those with lots of decisions in markets such as retail banking, consumer lending, card services, insurance and communications. Their mantra is Customer Experience Management and they aim to deliver an improvement in the quality of customer interaction.

Primarily they are focused on what I have called growth decisions — cross-sell, up-sell, retention etc — but they have a growing business in risk-centric decisions and risk management.

The company describes itself as having been process-centric in the past and having become decision-centric. The decisioning capabilities of their product, which were the focus of our discussions, have a number of interesting characteristics: All development and management is usable by business users Because of the critical role of the business in defining how decisions must be made, it is well established that decision automation must fully engage non-technical users.

Chordiant take this seriously and work to ensure that all features can be configured and managed by business users. Channel agnostic but focused on call center, web and outbound The engine ensures that decisions can be deployed to any channel and any platform and most customers push decisions to non-Chordiant applications.

The platform uses all the available information, rules and analytic models to make the most useful and profitable decision at any moment in any channel and constantly revises this as new data and responses are gathered. All pieces built from scratch as part of an integrated whole This means that there is one repository for decisions rules and models , one set of reporting and metrics against decisions and that everything flows through.

This was a very impressive aspect of the platform — total decision centricity. The core of the approach is the deployment of a Decision Hub we called this a Decision Services Hub in the book. This centralized component is driven by predictive models and rules combined as decision logic into operational decisions.

A number of pieces come together: The Predictive Analytics Director lets you build Behavioral Models This tool allows non-statisticians to build customer treatment focused models such as churn models, propensity to buy models etc.

It is very template and wizard driven and very focused on its particular subset of all the possible kinds of predictive analytics. The tool focuses on analytic techniques with high predictive power and high transparency. It is also possible to import PMML definitions of existing models for use in decisions. They support a variety of adaptive or self-tuning models also.

The Strategy Director combines rules and models This tool allows business users to develop their Next Best Action strategies by combined rules and rulesets with executable models.

It supports model trade-off matrices, decision tables and decision trees as well as if-then-else logic. Deployment to Channels Deployment capabilities allow these decisions to be deployed as executable services so that they can be integrated with a variety of systems and channels. They have a full repository set up that manages rules and models together. They also have many deployment options from stand-alone popups to embedded in their own or other desktops, personalized web etc Monitoring The results and consequences of decisions are tracked and stored and ultimately monitored and reported on.

This completes the feedback loop to the modeling process. Overall it looks like a very powerful platform and one that delivers all the components you need — rules, analytics, adaptive control, decision services etc. Chordiant also supply an out of the box Next Best Action blueprint to help accelerate adoption.

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CHORDIANT DECISION MANAGEMENT PDF

Or how likely are they simply to remain dormant and therefore contribute nothing in return for the investment made in them? You may need to sign in or be a Gartner client to access the documents referenced in this First Take. The Decision Monitor DMo automatically logs and stores decision in a monitoring database It includes the data on which the decisions depends as well as subsequent customer behaviors. Features of DPD are listed below. Chordiant Decision Management helps define the most attractive offers for each customer and each customer segment.

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