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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.

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Available in the following mission:

Decisioning Consultant
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Essentials of always-on outbound

  • 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...

Sending offer emails

  • 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...

Sending offer emails

  • 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...

Defining the starting population

  • 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...

Defining the starting population

  • 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...

Defining an action for outbound

  • 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...

Creating an internal email treatment designed in Pega Customer Decision Hub

  • Challenge

    Creating an internal email treatment designed in Pega Customer Decision Hub

    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...

Sending emails for multiple actions in outbound

  • 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...

Avoiding overexposure of actions in outbound

  • 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...

Avoiding overexposure of actions in outbound

  • 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...

Limiting action volume on outbound

  • 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...

Configuring volume constraints

  • 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...

Sharing action details with third-party distributors

  • 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...

Sharing action details with a third-party email service provider

  • Challenge

    Sharing action details with a third-party email service provider

    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...

Always-On Outbound Customer Engagement

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