💥Personalization needs more than business rules and segmentations.
While the business rules are the critical first step of personalization, the decision model is the key to going beyond static segmentation that captures the nuances of each user's unique context. cmo cco cx
✨By modeling how decisions are made in a personalization use case across the customer journey, the model can lend itself to higher-level intelligence by integrating with advanced techniques such as reinforcement learning.
The key to a higher level of intelligence in guiding users to make the best choices is not businessrules, data, ai etc.
It is the decision model that glues the user's context to the specific decisions they need to make, or that a personalization engine needs to execute.
💡To give users a personalized experience across channels, business rules and data should play a role at the decision model level.
why?
The decision model enables:
* Transparency & Clarity: It unifies strategy and implementation in a visual diagram that all stakeholders understand
* Compliance: It effectively applies regulatory rules at the decision level, with the ability to override decisions when necessary.
* Explainability: It provides clear reasoning for why certain options were or were not offered to the user.
🚀 The personalization that creates experiences done right uses a decision model that combines rules, data, and advanced statistics and analytics in a unified and easy-to-understand model, providing users with guidance for their next best experience across channels.
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Published March 10th, 2025 at 07:30 am
