{"id":478116,"date":"2021-04-19T09:04:10","date_gmt":"2021-04-19T13:04:10","guid":{"rendered":"https:\/\/www.marketnewsdesk.com\/index.php\/real-time-decisioning-tools-critical-to-meeting-increased-customer-expectations-research-finds\/"},"modified":"2021-04-19T09:04:10","modified_gmt":"2021-04-19T13:04:10","slug":"real-time-decisioning-tools-critical-to-meeting-increased-customer-expectations-research-finds","status":"publish","type":"post","link":"https:\/\/www.marketnewsdesk.com\/index.php\/real-time-decisioning-tools-critical-to-meeting-increased-customer-expectations-research-finds\/","title":{"rendered":"Real-Time Decisioning Tools Critical to Meeting Increased Customer Expectations, Research Finds"},"content":{"rendered":"<div class=\"xn-newslines\">\n<h2 class=\"xn-hedline\">Study finds decisioning tools can play a pivotal role in improving customer experience in a post-COVID world<\/h2>\n<p class=\"xn-distributor\">PR Newswire<\/p>\n<\/p><\/div>\n<div class=\"xn-content\">\n<p>\n        <span class=\"xn-location\">CAMBRIDGE, Mass.<\/span>, <span class=\"xn-chron\">April 19, 2021<\/span> \/PRNewswire\/ &#8212; Real-time decisioning technology can play a critical role keeping customers happy, reducing churn, and improving the customer experience in the face of ever-increasing expectations, according to new research by <u><a target=\"_blank\" href=\"https:\/\/c212.net\/c\/link\/?t=0&amp;l=en&amp;o=3132056-1&amp;h=4075506019&amp;u=http%3A%2F%2Fwww.pega.com%2F%3Futm_source%3Demd%26utm_medium%3Dpr%26utm_content%3DDecisioning&amp;a=Pegasystems+Inc.\" rel=\"nofollow noopener\">Pegasystems Inc.<\/a><\/u>\u00a0(NASDAQ: PEGA), the software company that crushes business complexity. The <a target=\"_blank\" href=\"https:\/\/c212.net\/c\/link\/?t=0&amp;l=en&amp;o=3132056-1&amp;h=1370245143&amp;u=https%3A%2F%2Fwww.pega.com%2Fresults-are-real-time&amp;a=global+study\" rel=\"nofollow noopener\">global study<\/a>, conducted by research firm <a target=\"_blank\" href=\"https:\/\/c212.net\/c\/link\/?t=0&amp;l=en&amp;o=3132056-1&amp;h=2924195527&amp;u=https%3A%2F%2Fsavanta.com%2F&amp;a=Savanta\" rel=\"nofollow noopener\">Savanta<\/a>, surveyed over 3,500 decision-makers in 11 countries and across six industries on their approach to customer experience and real-time decisioning. <\/p>\n<div class=\"PRN_ImbeddedAssetReference\" id=\"DivAssetPlaceHolder1\">\n<p>\n          <a href=\"https:\/\/mma.prnewswire.com\/media\/625233\/Pega_Logo.html\" target=\"_blank\" rel=\"nofollow noopener\"><br \/>\n            <img decoding=\"async\" src=\"https:\/\/mma.prnewswire.com\/media\/625233\/Pega_Logo.jpg\" title=\"The corporate logo for Pega (PRNewsfoto\/Pegasystems Inc.)\" alt=\"The corporate logo for Pega (PRNewsfoto\/Pegasystems Inc.)\" \/><br \/>\n          <\/a>\n        <\/p>\n<\/p><\/div>\n<p>Although the study found real-time decisioning tools are now more important than ever, it also highlighted that some barriers still exist to both widespread adoption and maximizing the technology&#8217;s potential.\u00a0 Key findings include:<\/p>\n<ul type=\"disc\">\n<li>\n          <b>Real-time decisioning can help make business priorities a reality:<\/b>\u00a0Sixty-eight percent of respondents said that keeping up with increasing customer expectations was their top priority \u2013 a challenge given that 46% of organizations reported a high rate of customers don&#8217;t engage with communications, and 43% see a high rate of customer churn. In addition, 49% of businesses admitted to high numbers of customers raising complaints and issues. However, those already using real-time solutions reported happier customers (63%), reduced churn (61%) and even an increase in the acquisition of new customers (55%).<\/li>\n<\/ul>\n<ul type=\"disc\">\n<li>\n          <b>1:1 engagement and real-time solutions are both becoming more important:<\/b>\u00a0Eighty-two percent of all respondents familiar with real-time decisioning agreed that COVID-19 has made the use of real-time decisioning technology more important. Meanwhile, 77% of businesses agreed that to be successful, they must engage customers individually based on their behavior and preferences (up slightly from 75% when a <a target=\"_blank\" href=\"https:\/\/c212.net\/c\/link\/?t=0&amp;l=en&amp;o=3132056-1&amp;h=3621065846&amp;u=https%3A%2F%2Fwww.pega.com%2F2019-customer-service-insights&amp;a=2019+Pega+study\" rel=\"nofollow noopener\">2019 Pega study<\/a> asked the same question). Sixty-three percent agreed that mass marketing to customers is a thing of the past (compared to 60% in 2019), suggesting a sustained move towards engaging with customers individually.<\/li>\n<\/ul>\n<ul type=\"disc\">\n<li>\n          <b>People, not technology, are the biggest barriers to adoption:<\/b>\u00a0When asked what the challenges were to their company implementing real-time decisioning, 78% of those not currently using real-time tools cited issues with people. This included 31% who cited a lack of employees adopting the necessary technologies and process, 30% who pointed to a lack of people with the necessary skill sets, and 29% who felt a lack of support or sponsorship from senior business leaders. Meanwhile, 58% of those not currently using real-time decisioning cited technology or operations issues as a challenge to adoption, with 29% pointing to a lack of data or analytical capabilities. Twenty-six percent cited regulatory and\/or compliance constraints and 23% blamed poor or outdated technology as an obstacle.<\/li>\n<\/ul>\n<ul type=\"disc\">\n<li>\n          <b>Many businesses are not making the most of real-time decisioning tools: <\/b>Of companies currently using real-time technology, only 38% were re-scoring and re-decisioning on a real-time, continuous basis. This means that although they were seeing some benefit from decisioning, they were not fully maximizing its potential. By using the technology in real-time and not hourly, daily or weekly, organizations could start to see far more tangible benefits.<\/li>\n<\/ul>\n<p>\n        <b>Quotes &amp; Commentary:<\/b>\n      <\/p>\n<p>&#8220;The world&#8217;s getting smaller and more digital every day, and organizations have to work hard to provide a customer experience that stands out in an increasingly crowded marketplace,&#8221; said <span class=\"xn-person\">Rob Walker<\/span>, general manager, 1:1 customer engagement, Pegasystems. &#8220;Moments of opportunity can open and close in a second or less, and real-time decisioning tools can help grasp them by taking into account a customer&#8217;s immediate context and using it to significantly increase relevance where it&#8217;s needed most. The time to tear down implementation barriers and embrace real-time decisioning is now. Companies will be rewarded by staying one step ahead of the competition and providing a hyper-personalized experience that will delight customers by being relevant.&#8221;<\/p>\n<p>\n        <b>Supporting Resources:<\/b>\n      <\/p>\n<p>Download Real-time decisioning, real results: <a target=\"_blank\" href=\"https:\/\/c212.net\/c\/link\/?t=0&amp;l=en&amp;o=3132056-1&amp;h=3844061399&amp;u=https%3A%2F%2Fwww.pega.com%2Fresults-are-real-time&amp;a=https%3A%2F%2Fwww.pega.com%2Fresults-are-real-time\" rel=\"nofollow noopener\">https:\/\/www.pega.com\/results-are-real-time<\/a><\/p>\n<p>\n        <b>Notes to Editors<\/b>\n      <\/p>\n<p>To understand how real-time decisioning is defined in the market and how organizations are tackling customer experience\u00a0 challenges in this new era, Pega conducted a global survey of over 3,500 participants in 11 countries and across six key industries.<\/p>\n<p>\n        <b>About Pega <\/b>\n      <\/p>\n<p>Pega delivers innovative software that crushes business complexity so our clients can make better decisions and get work done. We help the world&#8217;s leading brands solve their biggest business challenges: maximizing customer lifetime value, streamlining customer service, and boosting operational efficiency. Pega technology is powered by real-time AI and intelligent automation, while our scalable architecture and low-code platform help enterprises adapt to rapid change and transform for tomorrow. For more information on Pegasystems (NASDAQ:PEGA), visit\u00a0<a target=\"_blank\" href=\"https:\/\/c212.net\/c\/link\/?t=0&amp;l=en&amp;o=3132056-1&amp;h=1869237937&amp;u=http%3A%2F%2Fwww.pega.com%2F&amp;a=www.pega.com\" rel=\"nofollow noopener\">www.pega.com<\/a>.<\/p>\n<p>\n        <b>Press Contact: <br \/><\/b><br \/>\n        <span class=\"xn-person\">Jon Brigden<\/span><br \/>\n        <br \/>Pegasystems\u00a0\u00a0\u00a0\u00a0\u00a0<br \/><a target=\"_blank\" href=\"mailto:jon.brigden@pega.com\" rel=\"nofollow noopener\">jon.brigden@pega.com<\/a>\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0<br \/>Twitter: @pega\u00a0 <\/p>\n<p>\n        <i>All trademarks are the property of their respective owners.<\/i>\n      <\/p>\n<div class=\"PRN_ImbeddedAssetReference\" id=\"DivAssetPlaceHolder2\"><\/div>\n<p id=\"PURL\">\n        <img loading=\"lazy\" decoding=\"async\" title=\"Cision\" width=\"12\" height=\"12\" alt=\"Cision\" src=\"https:\/\/c212.net\/c\/img\/favicon.png?sn=NE45632&amp;sd=2021-04-19\" \/> View original content to download multimedia:<a id=\"PRNURL\" rel=\"nofollow\" href=\"http:\/\/www.prnewswire.com\/news-releases\/real-time-decisioning-tools-critical-to-meeting-increased-customer-expectations-research-finds-301270857.html\">http:\/\/www.prnewswire.com\/news-releases\/real-time-decisioning-tools-critical-to-meeting-increased-customer-expectations-research-finds-301270857.html<\/a><\/p>\n<p>SOURCE  Pegasystems Inc.<\/p>\n<\/p><\/div>\n<p>    <img decoding=\"async\" alt=\"\" src=\"https:\/\/rt.prnewswire.com\/rt.gif?NewsItemId=NE45632&amp;Transmission_Id=202104190900PR_NEWS_USPR_____NE45632&amp;DateId=20210419\" style=\"border:0px;width:1px;height:1px\" \/><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Study finds decisioning tools can play a pivotal role in improving customer experience in a post-COVID world PR Newswire CAMBRIDGE, Mass., April 19, 2021 \/PRNewswire\/ &#8212; Real-time decisioning technology can play a critical role keeping customers happy, reducing churn, and improving the customer experience in the face of ever-increasing expectations, according to new research by Pegasystems Inc.\u00a0(NASDAQ: PEGA), the software company that crushes business complexity. The global study, conducted by research firm Savanta, surveyed over 3,500 decision-makers in 11 countries and across six industries on their approach to customer experience and real-time decisioning. Although the study found real-time decisioning tools are now more important than ever, it also highlighted that some barriers still exist to both widespread adoption and maximizing &hellip; <\/p>\n<p class=\"link-more\"><a href=\"https:\/\/www.marketnewsdesk.com\/index.php\/real-time-decisioning-tools-critical-to-meeting-increased-customer-expectations-research-finds\/\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;Real-Time Decisioning Tools Critical to Meeting Increased Customer Expectations, Research Finds&#8221;<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[],"tags":[],"class_list":["post-478116","post","type-post","status-publish","format-standard","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Real-Time Decisioning Tools Critical to Meeting Increased Customer Expectations, Research Finds - Market Newsdesk<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.marketnewsdesk.com\/index.php\/real-time-decisioning-tools-critical-to-meeting-increased-customer-expectations-research-finds\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Real-Time Decisioning Tools Critical to Meeting Increased Customer Expectations, Research Finds - Market Newsdesk\" \/>\n<meta property=\"og:description\" content=\"Study finds decisioning tools can play a pivotal role in improving customer experience in a post-COVID world PR Newswire CAMBRIDGE, Mass., April 19, 2021 \/PRNewswire\/ &#8212; Real-time decisioning technology can play a critical role keeping customers happy, reducing churn, and improving the customer experience in the face of ever-increasing expectations, according to new research by Pegasystems Inc.\u00a0(NASDAQ: PEGA), the software company that crushes business complexity. The global study, conducted by research firm Savanta, surveyed over 3,500 decision-makers in 11 countries and across six industries on their approach to customer experience and real-time decisioning. Although the study found real-time decisioning tools are now more important than ever, it also highlighted that some barriers still exist to both widespread adoption and maximizing &hellip; Continue reading &quot;Real-Time Decisioning Tools Critical to Meeting Increased Customer Expectations, Research Finds&quot;\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.marketnewsdesk.com\/index.php\/real-time-decisioning-tools-critical-to-meeting-increased-customer-expectations-research-finds\/\" \/>\n<meta property=\"og:site_name\" content=\"Market Newsdesk\" \/>\n<meta property=\"article:published_time\" content=\"2021-04-19T13:04:10+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/mma.prnewswire.com\/media\/625233\/Pega_Logo.jpg\" \/>\n<meta name=\"author\" content=\"Newsdesk\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Newsdesk\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/real-time-decisioning-tools-critical-to-meeting-increased-customer-expectations-research-finds\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/real-time-decisioning-tools-critical-to-meeting-increased-customer-expectations-research-finds\\\/\"},\"author\":{\"name\":\"Newsdesk\",\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/#\\\/schema\\\/person\\\/482f27a394d4fda80ecb5499e519d979\"},\"headline\":\"Real-Time Decisioning Tools Critical to Meeting Increased Customer Expectations, Research Finds\",\"datePublished\":\"2021-04-19T13:04:10+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/real-time-decisioning-tools-critical-to-meeting-increased-customer-expectations-research-finds\\\/\"},\"wordCount\":771,\"image\":{\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/real-time-decisioning-tools-critical-to-meeting-increased-customer-expectations-research-finds\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/mma.prnewswire.com\\\/media\\\/625233\\\/Pega_Logo.jpg\",\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/real-time-decisioning-tools-critical-to-meeting-increased-customer-expectations-research-finds\\\/\",\"url\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/real-time-decisioning-tools-critical-to-meeting-increased-customer-expectations-research-finds\\\/\",\"name\":\"Real-Time Decisioning Tools Critical to Meeting Increased Customer Expectations, Research Finds - 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The global study, conducted by research firm Savanta, surveyed over 3,500 decision-makers in 11 countries and across six industries on their approach to customer experience and real-time decisioning. 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