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Mission

Always-On Outbound Customer Engagement

7 Modules

7 Challenges

5 hrs 55 mins

Visible to all users
Beginner Pega Customer Decision Hub 8.5 English

Learn how easy it is to enable Next-Best-Action decisions for always-on customer engagement using Next-Best-Action Designer. Reduce design time while achieving your business goals by automatically creating strategies that adhere to best practices. This course provides a functional understanding of how Next-Best-Action Designer works and how to use it for outbound customer engagement.

Access the offline mission content here.

  • Module

    Essentials of always-on outbound

    3 Topics

    30 mins

  • Learn about the principles of always-on outbound customer engagement and its similarities and differences with traditional outbound marketing. Gain an...

  • Module

    Sending offer emails

    1 Topic

    20 mins

  • Learn how to send offer emails to qualified customers. Reuse existing actions and customer engagement policies configured in Next-Best-Action Designer...

  • Challenge

    Sending offer emails

    4 Tasks

    20 mins

  • U+ Bank has recently implemented a project in which credit card offers are presented to qualified customers when they log in to the web self-service...

  • Module

    Defining the starting population

    2 Topics

    25 mins

  • The starting population is the potential list of customers you want the brain to consider for always-on outbound customer engagement. Learn how to...

  • Challenge

    Defining the starting population

    4 Tasks

    10 mins

  • U+ Bank, a retail bank, wants to use the always-on outbound approach to send promotional emails to qualified customers. For the starting population of...

  • Module

    Defining an action for outbound

    2 Topics

    30 mins

  • A Next-Best-Action is selected by the brain after it considers customer engagement policies, business objectives and recommendations from the AI. An...

  • Challenge

    Creating an email treatment

    5 Tasks

    15 mins

  • U+ Bank’s marketing department wants to promote their Rewards credit card through email. They want to send the email to qualified customers in an...

  • Challenge

    Sending emails for multiple actions in outbound

    4 Tasks

    20 mins

  • After their recent success promoting a credit card offer in email, U+ Bank’s marketing department wants to promote multiple credit card offers by...

  • Module

    Avoiding overexposure of actions in outbound

    2 Topics

    25 mins

  • Contacting a customer too frequently can have a negative impact on the customer's attitude toward further actions by your company. Learn how to define...

  • Challenge

    Avoiding overexposure of actions in outbound

    4 Tasks

    15 mins

  • U+ Bank, a retail bank, currently sends credit card-related promotional emails to qualified customers.

    Now, the business wants to prevent...

  • Module

    Limiting action volume on outbound

    2 Topics

    30 mins

  • In outbound customer engagement, you need to cater to different kinds of operational limitations. These may include limits on the number of email...

  • Challenge

    Configuring volume constraints

    4 Tasks

    10 mins

  • U+ Bank, a retail bank, is currently promoting multiple credit card offers by sending emails to qualified customers. The bank now wants to apply some...

  • Module

    Sharing action details with third-party distributors

    2 Topics

    30 mins

  • Sending outbound communications via email and SMS has its challenges, including various operational, security and legal requirements. Sometimes, it’s...

  • Challenge

    Writing action details to a database

    4 Tasks

    15 mins

  • U+ Bank, a retail bank, is currently promoting multiple credit card offers by sending emails to qualified customers.

    However, to comply with the...

  • Mission Exercise

    Always-On Outbound Customer Engagement

    1 Task

    40 mins

  • U+ Bank, a retail bank, recently implemented a Pega Customer Decision Hub™ project in which a home loan offer* is selected and shown to customers who...

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