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Extending the next-best-action business structure by creating an additional group

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Customize the business structure of your next best actions by creating an additional group in Next-Best-Action Designer that you can later use to create a personalized bundle.

This procedure describes an example Next-Best-Action Designer configuration that you can follow to familiarize yourself with Next-Best-Action Designer. Use it for training purposes, for example, in a sandbox environment.

The next-best-action business structure consists of the following items:

Issues
Issues are different areas of focus for your business. A business issue is the purpose behind the actions that you offer to your customers, for example:
  • Actions with the purpose of retaining existing customers belong to the business issue of Retention. For example, offering an upgraded personalized mobile plan (including unlimited data, minutes, and texts), priced according to the customer's needs and business requirements.
  • Actions with the purpose of acquiring new customers belong to the business issue of Acquisition. For example, offering a personalized mobile plan (including data, minutes, and texts), priced according to the customer needs and business requirements.
  • Actions with the purpose of upselling or cross-selling that are outside of the business issue of Retention belong to the business issue of Selling. For example, offering a customer a relevant entertainment package for their TV subscription.
Groups
Groups logically organize actions. For example, as part of the business issue of Acquisition, you can create groups for products like credit cards, mortgages, or personal loans.
  1. In Next-Best-Action Designer, click Taxonomy.

  2. In the Taxonomy section, click Edit.

  3. In the list of issues and groups, in the Retention row, click the More icon, and then select Configure groups.

  4. In the Configure Retention groups dialog box, create a new group:

    1. Click Create.

    2. Enter the name of a group, for example, Mobile.

    3. Click Apply.

  5. Click Save.

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