Picture this: You, an advisor at a financial services firm, are interacting with customers. You have at your disposal an enormous amount of information related to their likes and dislikes, along with a comprehensive overview of their finances.
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Some of you may be familiar with Next Best Action in the context of Sales & Marketing, where the consideration is which offer is most appropriate for which customer at a point in time. Extending Next Best Action to customer service seems a natural progression, considering the service representative is already engaged with the customer, and presuming the interaction went well, means extending the dialog with an appropriate offer.
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