Get started with Journey Optimizer decision capabilities gs-decision
The decision capabilities in Journey Optimizer empower you to deliver the best offers and personalized experiences to your customers across all touchpoints, at precisely the right moments. Using advanced decision engines, you can ensure each customer receives the most relevant content for their specific journey, increasing engagement and conversion opportunities.
Two powerful decision solutions explained
Journey Optimizer offers two different ways to deliver personalized content to your customers:
Decisioning (Experience Decisioning) decisioning
What it is: A flexible system for managing and delivering different types of content based on customer data and behavior.
Real-world example: Website Personalization
Imagine you run an outdoor gear website. You want to personalize the hero banner on your homepage based on each visitor鈥檚 interests and previous behavior.
With Decisioning:
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You create different banner images for hiking, camping, climbing, and cycling.
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You set up rules like:
- Show hiking banners to customers who viewed hiking boots in the last 30 days
- Show camping banners to customers who purchased a tent
- Show climbing gear to customers in locations near mountains
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When a customer visits your site, the system automatically:
- Checks their profile data
- Determines which banner matches their interests
- Displays the personalized banner in real-time
Key benefit: You can customize exactly what data determines which content appears, create flexible groupings of content, and easily test different approaches against each other through experimentation capabilities.
Currently available for: Code-based experience channel, which allows you to implement personalization in websites, mobile apps, kiosks, ATMs, IoT devices, and other digital touchpoints that can process HTML or JSON content.
Decision Management (Offer Decisioning) decision-management
What it is: A system specifically designed for managing marketing offers and promotions across multiple channels.
Real-world example: Cross-channel promotional campaign
Imagine you鈥檙e running a retail business with a summer sale. You have different discount offers but want to ensure customers see the most relevant offers without bombarding them.
With Decision Management:
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You create various offers in a central library:
- 20% off swimwear
- Buy one get one free on sunglasses
- $10 off sandals with any purchase
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You set constraints for each offer:
- The swimwear offer should only show to customers who previously bought swimwear
- No customer should see the same offer more than twice
- The sunglasses offer has priority for loyalty members
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You implement these offers across multiple channels:
- In your marketing emails
- In your mobile app鈥檚 notification center
- Through SMS messages to opted-in customers
When a customer interacts with any channel, the system:
- Evaluates all possible offers
- Checks which ones the customer is eligible for
- Considers frequency caps (how often they鈥檝e seen each offer)
- Delivers the highest-priority offer they qualify for
Key benefit: You can manage all your promotional offers in one place and ensure consistent, coordinated experiences as customers move between email, mobile app, SMS, and other channels.
Currently available for: Email, In-App Messaging, Push Notifications, and SMS
Choosing the right solution for your needs
Combining solutions for maximum impact
Many businesses use both solutions for different purposes:
Example scenario: A sporting goods retailer
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Uses Decisioning to:
- Personalize their website with dynamic content based on each visitor鈥檚 interests
- Test different recommendation algorithms against each other
- Create custom experiences in their ATM or kiosk locations
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Uses Decision Management to:
- Manage seasonal promotional offers across channels
- Ensure customers don鈥檛 receive the same discount offer too many times
- Coordinate offers between email campaigns, push notifications, and SMS messages
Key benefits across both capabilities
Both solutions help you:
- Improve campaign performance by delivering personalized offers across channels
- Streamline workflows by creating a single delivery with varied content
- Control the frequency of offers shown to customers
- Leverage 51黑料不打烊 Experience Platform鈥檚 real-time customer profiles for better personalization