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| Section | Objectives |
|---|---|
| Topic 1: Engagement policies | - Define customer engagement policies - Create an engagement strategy |
| Topic 2: Next-Best-Action concepts | - Optimize the customer value in the contact center - One-to-one customer engagement - Essentials of always-on outbound - Define the starting population - Optimize the next-best-action strategy |
| Topic 3: Contact policy and volume constraints | - Avoid overexposure of actions - Avoid overexposure of actions on outbound - Limit action volume on outbound |
| Topic 4: Actions and treatments | - Define and manage customer actions - Present a single offer on the web - Define an action for outbound |
| Topic 5: AI and Arbitration | - Action prioritization with AI - Action arbitration - Prioritize actions with business levers |
| Topic 6: Channels | - Share action details with third-party distributors - Send offer emails - Create a real-time container - Real-time containers |
| Topic 7: Business agility for 1:1 customer engagement | - Life cycle of a change request - Launching a new offer on web - Implementing business changes in revision management - Building your business operations team - Agility in a customer engagement project - Updating existing actions - Change management process - Change request types |
| Topic 8: Decision strategies | - Create engagement strategies using customer credit score - Create eligibility rules using customer risk segments - Create and understand decision strategies |
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