Exploring cross-sell on the web

Scenario

U+ Bank recently completed a project where customers who log in to their account page see credit card offers.
After login to the U+ Bank website, customers see the offers that they qualify for based on the engagement policies defined by the business.
The business team has classified the engagement policies into three groups:

• Eligibility rules, which are the "hard" rules representing what is even possible to offer.
• Applicability rules, which represent business practices that limit what to offer based on a customer's current situation but are not as "hard" as Eligibility.
• Suitability rules, which are rules that are the least "hard" but represent what the business should and should not do ethically and empathetically.

Some of the criteria apply to the entire credit card group, and some apply to specific actions. The following table contains the list of the detailed requirements to implement:

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

Your assignment consists of the following tasks:

Task 1: Verify offers on the U+ website

Explore the behavior of the website and verify that customers Troy and Barbara receive the correct offers based on their profiles. Use the information in the following tables for verification.

Task 2: Observe the profile of customer Troy

Get a clean snapshot of that customer's current state.

Task 3: Review the Next-Best-Action Designer configurations

Review the artifacts created in the portal of Pega Customer Decision Hub™ and the configurations created in the Next-Best-Action Designer:

1. The Engagement policy tab of Next-Best-Action Designer, where all engagement policy rules are defined.
2. The set of Actions and Treatments created for the Credit cards group, including the specialized engagement rules like applicability and suitability.
3. The Arbitration tab and Channels tab of Next-Best-Action Designer.

Verify offers on the U+ website.

1. On the exercise system landing page, click U+ Bank to open the website.
   
2. On the main page of the website, in the upper right, click Log in to log in as a customer.
3. In the Username field, ensure that Troy is selected.
4. Click Sign in to log in as Troy.
   
   
   Initially, it takes time for the offer banner to display on the website. This delay occurs only on the first login. Loading of the offer is faster on susbequesnt logins.
5. Observe that either Standard card or Rewards card offer banner is displayed. This is the web treatment tile that is associated with the respective action.
6. In the upper right, click the profile image, and then select Log out.
   
7. Repeat steps 2-5 to log in as Barbara to verify that she sees an offer that is correct as per the engagement policy defined. Use the information in the following table for verification.

   Customer	Is Customer	Debt-To-Income ratio	Age	Relationship Length	Count of Credit Card Accounts	Is Financially Vulnerable
   Troy	False	45	26	88	0	True
   Barbara	False	35	32	364	0	False

   Note: Due to the engagement rules defined in the system, the following offers are valid for each of the customers. When you log in as a customer, one of these offers is presented.

   Customer	Standard	Rewards	Rewards Plus	Premier Rewards
   Troy	Y	Y
   Barbara			Y	Y

   Note: Both the customers Troy and Barbara are over the age of 18 and are do not own a credit card; they satisfy the generic credit card eligibility and applicability criteria.
   Troy cannot see the Rewards Plus and Premier Rewards card offers because these offers are unsuitable as he is financially vulnerable.
   Barbara does not see the Standard and Rewards card offers as her relationship with the bank is 364 days, which does not satisfy the eligibility condition Relationship length less than or equal to 90 days.

Challenge Walkthrough

Detailed Tasks

1 Verify offers on the U+ website

1. On the exercise system landing page, click U+ Bank to open the website.
   
2. On the main page of the website, in the upper right, click Log in to log in as a customer.
3. In the Username field, ensure that Troy is selected.
4. Click Sign in to log in as Troy.
   
   Note: Initially, it takes time for the offer banner to display on the website. This delay occurs only on the first login. Loading of the offer is faster on subsequent logins.
5. Observe that either Standard card or Rewards card offer banner is displayed. This is the web treatment tile that is associated with the respective action.
6. In the upper right, click the profile image, and then select Log out.
   
7. Repeat steps 2-5 to log in as Barbara to verify that she sees an offer that is correct as per the engagement policy defined. Use the information in the following table for verification.

   Customer	is Customer	Debt-To-Income ratio	Age	Relationship Length	Count of Credit Card Account	is Financially Vulnerable
   Troy	False	45	26	88	0	True
   Barbara	False	35	32	364	0	False

   Note: Due to the engagement rules defined in the system, the following offers are valid for each of the customers. When you log in as a customer, one of these offers is presented.

   Customer	Standard	Rewards	Rewards Plus	Premier Rewards
   Troy	Y	Y
   Barbara			Y	Y

   Note:

   Both the customers Troy and Barbara are over the age of 18 and do not own a credit card; they satisfy the generic credit card eligibility and applicability criteria.

   Troy cannot see the Rewards Plus and Premier Rewards card offers because these offers are unsuitable as he is financially vulnerable.

   Barbara does not see the Standard and Rewards card offers as her relationship with the bank is 364 days, which does not satisfy the eligibility condition Relationship length less than or equal to 90 days.

2 Observe the profile of customer Troy

1. On the exercise system landing page, click Pega CRM suite to log in to Customer Decision Hub.
2. Log in to Customer Decision Hub as a Decisioning Architect:
   1. In the User name field, enter DecisioningArchitect.
   2. In the Password field, enter rules.
3. On the top right, click the Reports icon and click Customer Profile Viewer.
   
4. In the Customer Profile Viewer window, in the Customer ID field, enter 14 which is Troy's customer ID and click View.
   
5. Observe the details of Troy like Customer ID, Email address and the risk profile.
6. Under the Overview tab, you can see the current state of the customer Troy.
   
   1. In the Demographics section, are the details of the customer that are relevant to a business' purposes, such as gender, age, and income.
      
   2. In the Customer journeys section, as there is not enough data you can see the message "No active journey for this customer".
      Customer journeys are a sum of the experiences that your customers go through when interacting with your organization.
      
   3. In the Suppressed actions section, as there are no suppressed actions as of now, you can see a message No suppressed actions for this customer.
      
   4. In the Recent interactions section, you can see that Troy received a Standard card offer.
      In task 1, you logged in once as Troy and received a Standard card. The same is reflected here in the Recent interactions section
      
   5. Click the interaction you see in the Recent interactions.
   6. Observe all the details of that interaction like priority, propensity, interaction time and so on.
      

3 Review the Next-Best-Action Designer configurations

1. In the navigation pane of Customer Decision Hub, click Next-Best-Action > Designer to open the Next-Best-Action Designer.
   
2. In the Next-Best-Action Designer, click Engagement policy.
3. In the Business structure area, in the Grow section, click Credit cards issue to view the engagement policy for the group.
   
4. Expand Customer actions.
5. Confirm that the eligibility and applicability rules are displayed.
   
6. In the Actions section, four actions are configured with specialized policies, as shown in the following image:
   
7. In the Actions section, click Standard card to see the action details.
8. In the Standard card action form, click the Engagement Policy tab.
   1. In the Eligibility section, in the Inherited from condition, confirm that:
      • The group level eligibility rule for customer actions is Age is greater than or equal to 18.
      • The specialized action-level eligibility rule is Relationship length in days is less than or equal to 90.
         
        
   2. In the Applicability section, verify that Count of Credit Card accounts is equal to zero which means that the customer does not have an active credit card.
      
9. Click the Treatments tab.
10. Expand the Standard card tile treatment and verify that one treatment is defined for the Standard card action, as shown in the following image:
    
11. Close the Standard card action.
12. Repeat steps 7 and 8 for the other cards.
13. Notice the correct applicability and suitability is defined. For example, Rewards Plus and Premier Rewards actions are suitable if the customer is not financially vulnerable.

 

14. Optional: Verify that each action has one treatment defined.

15. In the Next-Best-Action Designer, click the Arbitration tab and verify that the final priority is determined using Propensity and Context weighting:

16. Click the Channels tab.

1. Confirm that the Web switch is turned on.
   
2. Verify that four real-time containers are configured:
   • The NextBestAction real-time container points to all the groups of All Issues.
   • The CreditCards real-time container points to the Credit cards group of the Grow issue.
   • The TopOffers real time container points to all the groups of the Grow issue.
   • The Collections real-time container points to all groups of the Collections issue.
     

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

• Next best action in omnichannel environments v2

Available in the following mission:

• Decisioning Consultant v5