Services

Is your Decisioning Partner focused on delivering your objectives….or their objectives?

Kalpada offers a full range of specialized business and technical consultancy services across the Campaign Management, Customer Decisioning and Marketing Operations ecosystem tailored specifically to meet your needs and deliver upon your objectives.  Our focus is leading, implementing and optimizing Next Best Action, Retention Optimization and Omni Channel Customer Experience Orchestration Programs to deliver game-changing commercial benefits for our clients.

Our expert team has an unmatched depth of experience from delivering greater than 50 Decisioning Programs & Projects globally across various industries, including Communications, Media, Financial Services, Hospitality and Automotive.

Our team’s Decisioning experience includes: Strategy, Capability/Maturity/Best Practice assessments, Vendor Evaluations, Program & Project Planning, Roadmap, Business Case, Marketing Resource Management, Marketing Operations, Business Architecture, Technical Architecture, Program Leadership, Implementations, Complex Integrations, Quality Assurance, Managed Services, Optimization, Continuous Improvement and Benefits Realization.

We are the Decisioning experts! Our people love us, our clients love us.

Advisory & Strategy

  • Customer Value Management Strategy Including Next Best Action, Retention Optimization & Omni Channel Customer Orchestration
  • Capability, Best Practice and Maturity Model assessments
  • Technology Vendor Evaluations
  • Program & Project Planning
  • Roadmap Development
  • Business Case Development & Benefits Realization Planning
  • Transformation, Change Management & Operating Model
  • Marketing Resource Management
  • Marketing Operations
  • Organization & Process re-design
  • Business & Technical Architecture
  • Decisioning Framework review to compare to Best Practice
  • Customer Investment Framework review to optimize Customer Investment
  • Project Audit/Implementation Review
  • Quality Assurance
  • Retention Taskforce
  • Sweat the Asset & Quick Wins
How relevant, personalized and seamless is your customer experience across all of your channels?

In the ‘age of the customer’, organizations need to rapidly evolve their customer experience capabilities to be able to deliver seamless, relevant, personalized and customer centric orchestrated Omni Channel Experience across all owned and paid channels.

The Traditional outbound marketing approach that has been successful for more than two decades is no longer enough to stay competitive. Organizations need to be much more relevant in their customer interactions and those customer interactions need to be much more joined up across all of your channels.

A new customer first strategy that puts the customer at the heart of the organization is essential to retain your best customers and continue to grow your customer base and grow your customer lifetime value. That strategy needs to be enabled by advanced ‘Always On’ real-time decisioning capabilities to deploy marketing strategies both inbound and outbound and through owned and paid channels, to deliver a seamless, orchestrated, contextually relevant customer experience across all customer touchpoints.

Kalpada is your trusted advisor who can guide you on every step of the challenging Decisioning journey towards Omni Channel Customer Orchestration. We offer a full range of Advisory and Strategy consultancy services across the Campaign Management, Customer Decisioning and Marketing Operations spectrum.

Implementation

How can you accelerate your Decisioning implementation and deliver speed to value?

Program Delivery Success is not just about hitting delivery dates and getting channels live…it needs to be that and so much more.  Ultimately success will be judged mostly about commercial Benefits Realization. Decisioning is not ‘Big Bang’.  If you turn on a channel with a ‘Big Bang’ approach then is it highly likely to fail. Decisioning implementations require a test and learn approach to almost everything as you never get it right first time.  The most successful implementations are delivered by collaborative cross functional delivery teams who are tasked with solving the commercial objectives (rather than just the technical and date driven objectives. For example, a team tasked with solving for churn through leverage existing and new decisioning capabilities will take a very different approach than a team tasked (only) with stand up the new channel in 90 days. We know which approach we prefer.

With combined experience from more than 50 Decisioning Programs & Projects, our team of experts can lead or support your Decisioning Implementation in all aspects of Program Delivery.

Talk to Kalpada today to find out how our team can accelerate you Decisioning implementation and deliver speed to value.

  • Program Leaders
  • Project Managers
  • Transformation Leaders
  • Business Architects
  • Business Analysis
  • Technical Architects
  • Decisioning Architects
  • Developers
  • Business & Technical Testers
  • Business Intelligence

Managed Services

  • Manage your end-to-end Decisioning capabilities
  • Supplement and train your team in all aspects of Decisioning
  • 24×7 support to help execute your strategies in real-time at the speed of your business
  • Focused assistance on value generation and achieving commercial objectives including
    • Churn Management
    • Customer Investment Optimization
    • Cross-Sell & Up-Sell Revenue Generation
    • Personalization, 1-to-1 Marketing
    • Improved Customer Satisfaction and Benefits Realization
Are you continuously improving, optimizing and leveraging your Decisioning capabilities?

In the era of ‘Always on’ Marketing, you need your Decisioning capabilities to be continuously evolving, learning and adapting to change, deploying optimized strategies at the speed of the business.

Decisioning Programs are ongoing Transformation initiatives that often start life as an Omni channel Program with significant project phases of technical integration into the key channels (e.g Digital then Contact Center, then Retail, etc).  Whilst those Programs might have been initially shaped up as 12-24+ month implementations, in reality they evolve to become ongoing capabilities that require a high degree of expertise with ongoing agile development, continuous improvement, benefits realization and Transformation efforts with full scale teams for several years that eventually get integrating into your Operating model as part of a new Agile Business as Usual (BAU) Continuous Improvement team.  Those capabilities will continue to require world class expertise to extend Decisioning Frameworks, integrate new date sources, integrate new channels and extend the integration into existing channels and other technical platforms as well as optimizing every aspect of the Decisioning strategies. In essence, your “Always on Customer Brain” can’t rest if you want to stay ahead of the competition and strive towards delivering exceptional customer-first Omni-Channel experiences, always improving your Next Best Action and Retention Optimization.

Start a conversation with Kalpada today to find out how we can help You!