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| Section | Weight | Objectives |
|---|---|---|
| Business agility in 1:1 customer engagement | 10% | - Implementing business changes using Revision Manager - Agility in a customer engagement project - Building your business operations team - Launching new offer on web - Updating existing actions - Lifecycle of a change request - Change management process |
| Actions and treatments | 12% | - Define and manage customer actions - Define an action for outbound - Present a single offer on the web |
| Channels | 10% | - Create a real-time container - Real-time containers - Share action details with third-party distributors - Send offer emails |
| Contact policy and volume constraints | 13% | - Avoid overexposure on outbound - Avoid overexposure of actions - Limit action volume on outbound |
| Next-Best-Action concepts | 10% | - Optimize customer value in contact center - Define the starting population - Optimize next-best-action strategy - Essentials of always-on outbound - One-to-one customer engagement |
| AI and Arbitration | 8% | - Action arbitration - Action prioritization with AI - Prioritize with business levers |
| Decision strategies | 25% | - Create engagement strategies using customer credit score - Create and understand decision strategies |
| Engagement policies | 12% | - Define customer engagement policies - Create an engagement strategy - Customer journeys |
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