SAS ranked a Leader in real-time interaction management by independent research firm

SAS excels at meeting RTIM’s rigorous analytical requirements for decision arbitration, measurement and optimization

In today’s ultra-competitive, fast-paced world, engaged customers are a precious commodity, and brands have a short window of opportunity in which to meaningfully connect with them. Customer-impacting decisions therefore must be fast, informed, personalized and accurate to deliver the best customer experience (CX). SAS provides significant advantage to companies that want to accelerate CX initiatives with SAS® Customer Intelligence. SAS believes this advantage was confirmed when it was named a leader in The Forrester Wave™: Real-Time Interaction Management, Q1 2019. According to the report, “SAS applies top-notch advanced analytics expertise to real-time interaction management.”

According to the report, “SAS (unsurprisingly) excels at meeting RTIM’s rigorous analytical requirements for decision arbitration, measurement, and optimization. References from financial services, retail and telecommunications firms – representing North America, Europe and Asia – lauded SAS for both its technology capabilities and business value. One went so far as to credit SAS for “helping to make us the most analytically driven player in our sector.”

SAS received the highest possible score for the criteria decision arbitration, customer recognition, and measurement and optimization. SAS also received the highest possible score in the business technology vision, innovation road map and supporting products and services criteria.

Decision arbitration uses automation and artificial intelligence (AI) to better understand customers in real time and make the best possible decision; be that a marketing offer, credit decision or other customer-impacting interaction. Customer loyalty can often hinge on delivering the right offer in just a few seconds. For example, a personalized coupon sent to a smartphone just as a customer enters a store is a win for the customer and the brand. Real-time decisioning makes that win possible.

“Customer experience is rapidly becoming the key competitive differentiator,” said Lisa Loftis, Principal in the Global Customer Intelligence group at SAS. “To succeed, all customer-impacting decisions must be relevant, timely and personalized. I believe SAS’ position as a Leader in this report highlights that our customer intelligence suite of products, particularly SAS Customer Intelligence 360 and SAS Intelligent Decisioning, provide the AI-powered analytics and real-time decisioning capabilities needed to elevate your customer experience.” 

Real-time interaction management (RTIM) is a critical CX technology that helps brands create the personalized experiences necessary to win, serve and retain customers, regardless of their point of interaction. Per Forrester, “RTIM integrates customer data, content and channels with sophisticated decision engines to align marketing and customer experience delivery.” SAS Intelligence Decisioning, a primary driver of RTIM and the automation of operations decisions, is part of the SAS Customer Intelligence family of software that helps marketers and CX leaders deliver timely and relevant decisions across all interaction channels.

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