Hemant Soni, a Digital Transformation Leader at Capgemini, proposes the Data-Integrated Campaign Engagement (DICE) framework to address the paradox of enterprises having more customer data but less AI-driven intelligence. The framework advocates for treating campaign data as a live input to a shared customer model, rather than post-hoc analysis. DICE is built on three principles: a unified intelligence layer for a continuously updated customer model, engagement as a closed loop for real-time learning, and centralized, channel-agnostic decisioning to ensure consistent customer experiences. AI
IMPACT This framework could improve AI-driven personalization by creating a unified customer intelligence layer.
RANK_REASON The item is an opinion piece by a named leader from a company, proposing a framework.
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