Analyzing the impact of applying business levers

2 Tasks

20 mins

Pega Customer Decision Hub '24.1

Pega Customer Decision Hub '24.2 Pega Customer Decision Hub '23 Pega Customer Decision Hub 8.8

Visible to: All users

Beginner

Pega Customer Decision Hub '24.1

English

Scenario

U+ Bank is cross-selling on the web by presenting various credit cards to its customers. Last year the business decided to boost the Credit Cards group by applying various business levers. The bank wants to analyze the impact of this change for the last year and current situation regarding the projected value of the Credit Cards so that the business can decide how to continue.

Use the following credentials to log in to the exercise system:

Role	User name	Password
Decisioning Architect	DecisioningArchitect	rules

Your assignment consists of the following tasks:

Task 1: Analyze the impact of applying business levers for the last year

Analyze the impact of applying business levers by exploring Impact Analyzer results and answer the following questions:

1. What is the value lift and engagement lift that results from applying the business levers for the Credit Cards group in the last year?
2. In which month was engagement lift the lowest?
3. In which month was the value lift the highest?

Task 2: Analyze the potential impact of applying business levers

Create and run the Scenario Planner simulation. Use the SampledCustomers_Inbound data set as the audience and engagement policy and arbitration as the simulation scope.

Then, inspect the results and answer the following questions:

1. What is the expected value that the business generates on the SampledCustomers_Inbound customer sample?
2. Do you expect an opportunity gain or cost by applying the business levers? How much?

 

You must initiate your own Pega instance to complete this Challenge.

Initialization may take up to 5 minutes so please be patient.

• Log In

Challenge Walkthrough

Detailed Tasks

1 Analyze the impact of applying business levers for the last year

1. On the exercise system landing page, click Pega Infinity™ to open Customer Decision Hub.
2. Log in as a Decisioning Architect:
   1. In the User name field, enter DecisioningArchitect.
   2. In the Password field, enter rules.
3. In the navigation pane of Customer Decision Hub, click Discovery > Impact Analyzer to open Impact Analyzer.
4. Question: What is the value lift and engagement lift generated by applying the business levers for Credit Cards group in the last year?
   1. In the Timeframe drop-down list, select Last 365 days and click Apply:
      
   2. In the How is Next-Best-Action performing against arbitrating with no business levers? experiment widget, click View more:
      
   3. In the All issues section, click Grow:
      
   4. In the All Issues/Grow section, click Credit cards:
      
   5. Check the percentage values for the value lift and engagement lift.
      As shown in the following figure, the expected percentages for this experiment are negative:
      
      Note: The values of the valve lift and engagement lift percentages might vary depending on the instance you are using.

5. Question: In which month was engagement lift the lowest?
   1. Hover over the Monthly value and engagement lifts chart to see the exact values for each month:
      
      Note: In this case, the lowest engagement lift was recorded in January 2023 and it equals -21.28%. However, the results may vary depending on the instance you are using.

6. Question: In which month was the value lift the highest?
   1. Hover over the Monthly value and engagement lifts chart to see the exact values for each month:
      
      Note: In this case, the highest value lift was recorded in December 2022, at -12.20 percent. However, the results might vary depending on the instance that you are using.

2 Analyze the potential impact of applying business levers

1. Question: What is the expected value the business would generate on the SampledCustomers_Inbound customer sample?
   1. In the How is Next-Best-Action performing against arbitrating with no business levers? Experiment window, click Go to Scenario Planner.
      
   2. In the Scenario Planner landing page, click Create.
   3. In the Create new Scenario Planner simulation window, complete the following details:
      1. In the Scope list, select Grow/Credit cards.
      2. In the Audience list, select SampledCustomers_Inbound.
      3. Ensure, that Include a second-pass simulation without business levers checkbox is selected.
      4. In the Name field, click the Edit icon, enter Grow Baseline, and then click Submit.
         
      5. Click Submit.
         Note: The simulation run that you trigger initiates the next best action strategy on 1000 customers. In the current environment, this can take between 2 and 3 minutes. Wait until you see that the simulation status is complete.
   4. When the simulation is completed, close the Simulation: Grow Baseline window.
      
   5. In the Scope list, select Grow/Credit Cards.
   6. In the Simulation list, select the Grow Baseline S-x simulation that you created.
   7. In the Comparison simulation list, select (S-x) with no levers.
   8. Click Apply. The following figure shows the completed Scenario Planner simulation dialogue box:
      
      Note: The expected value the business wants to generate on the SampledCustomers_Inbound customer sample is $6.08k. The results may vary depending on the instance you are using.

2. Question: Do you expect an opportunity gain or cost by applying the business levers? How much?
   
   Note: In this case, the red delta value: $108.00 indicates the opportunity cost. The results may vary depending on the instance you are using.

3. Click the chart icon to see the comparison between projected value capture:
   
   Note: In this case, the Projected value capture compared is lower for the actions arbitrated with business levers. As a result, the system records an opportunity cost.

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This Challenge is to practice what you learned in the following Module:

• Optimizing your next-best-action strategy v3

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Available in the following mission:

• Pega Customer Decision Hub Foundation v8