Webinar: Real-time decision making made easy

Maximum customer satisfaction and added value through the right Next Best Action - always and everywhere

  • When

    • On demand.
  • Time frame

    • 60 minutes

  • Host

    • Tim Dührkoop, Client Service Director, Merkle

  • Speakers

    • Neil Faulkes, Vice President of Decisioning, Merkle

Every company aims to deliver a seamless and contextual customer experience across all digital touchpoints, but very few succeed. Anticipating customer needs at all times and tailoring digital offerings and customer interaction to meet those needs seems an impossible task. However, especially in the highly sensitive environment in which the customers of banks and insurance companies operate, this is essential - and not at all difficult:

In our webinar together with our parent company Merkle, you will learn how to personalize and orchestrate every customer interaction across all channels. We will show you what it takes to deliver the best action for the customer, the so-called Next Best Action, in real time and automated. Neil Faulkes, Vice President of Decisioning at Merkle, provides insights into the Next Best Action success stories of the Royal Bank of Scotland and HomeServe Insurance.

The webinar is held in English.

Your host: Tim Dührkoop, Client Service Director, Merkle

Tim Dührkoop

Tim Dührkoop has been with Merkle for 22 years. He advises clients in Switzerland and Germany in the financial services, services and public sectors. His thematic focus is on digital transformation, user experience, content management and agile development. Tim Dührkoop has business administration studied at the University of St. Gallen and earned his doctorate there on innovation in media companies.

Speaker: Neil Faulkes, Vice President of Decisioning, Merkle

Neil Faulkes

Neil Faulkes is Vice President of Decisioning at our parent company Merkle. He develops decisioning solutions and leads the decisioning teams. Neil is responsible for projects for companies such as Vodafone, BSkyB, TeliaSonera, Verizon Wireless, National Australia Group, Royal Bank of Scotland, British Airways and HomeServe. He has more than 30 years experience in this field and has worked with some of the world's leading financial services, media, telecommunications and travel companies. Neil also has extensive experience in CRM, decision making and campaign management solutions.

Your recording

Watch the recording of the webinar now.


Do you have any further questions? I look forward to hearing from you!

Tim Dührkoop 4:3
Tim Dührkoop, Client Service Director