CX TECHNOLOGY

CX TECHNOLOGY > Business Virtualization

Simulate and control your Customer Experience

What's the best action to take with a particular customer? To determine this, your customer insight must span lines of business, which often include individual silos and disconnected, incomplete customer intelligence data. This makes it virtually impossible to agree on an overall customer experience strategy, let alone use that strategy across all channels. Chordiant Business Virtualization can help.

Take control of your customer experience through virtualization

Virtualizing your business requires an abstract, executable business logic layer. Chordiant simplifies this process, capturing all customer interaction strategies - from sales, retention, risk and service - into our executable decision logic. By enforcing those decisions across any or all channels and lines of business, we help you create a consistent, controlled customer experience.

Fly by wire. Business virtualization lets you dynamically control how you do business by "turning knobs and pulling levers" on a visual display. The decision logic that represents your customer experience strategy can be changed and immediately deployed for maximum impact on customer experience while minimizing impact on your IT resources.

Simulate the flight. Before deploying changes to decision logic, Chordiant Business Virtualization lets you simulate how your proposed changes would affect key metrics like revenue, volume, customer satisfaction and credit risk. If you like the affect, simply deploy and immediately change your customer experience.

Track any deviations to your plan. Once your new strategy is in place, you can monitor actual customer behavior against your simulations. Chordiant Business Virtualization makes it easy to spot those deviations through our easy-to-use dashboard interface.

Customer Experience in Action: DAK (video)