Digital Customer Communication in Real-Time with Business Rules

This technical report outlines the project 'Digital Customer Communication in Real-Time' by ING, which has received multiple awards for its innovative approach to personalized customer communication in digital banking. The objective of the project is to provide needs-based customer communication using predictive analytics, big data, and business rules management. The implementation involves the integration of these elements to facilitate real-time communication that is relevant to customers at the moment of contact. The report details the collaboration between the business department and IT, highlighting the role of the ACTICO Decision Management Platform in managing business rules. This platform enables business experts to maintain and adjust decision models without heavy reliance on IT, thus promoting agility and responsiveness to customer needs. The project emphasizes the shift from static to dynamic communication strategies to enhance customer engagement in online banking.