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Customer Decision Hub overview

5 Topics

55 mins

Visible to: All users
Beginner Pega Customer Decision Hub '24.1 English

Familiarize yourself with the one-to-one customer engagement paradigm and discover how Pega’s omnichannel AI delivers the right action during every customer interaction.

Discover Next-Best-Action Designer, a powerful tool that guides decisioning architects in creating personalized customer experiences across all channels. Define business structures, implement constraints, configure prioritization, and deliver the next best actions through inbound, outbound, and paid channels.

Explore the Impact Analyzer tool, that conducts experiments by implementing alternative prioritization and engagement policy filters on a small control group of customers, to assess the effectiveness of next best actions.

After completing this module, you should be able to:

Explain the basics of the Next-Best-Action approach.
Describe the purpose of the Next-Best-Action Designer components: Taxonomy, Constraints, Engagement policy, Arbitration, and Channels.
Analyze the decisions for a specific customer in Customer Profile Viewer.
Describe the critical roles in implementing Pega AI.
• Use Impact Analyzer to monitor the performance of your next best actions.

Practice what you learned in the following Challenge:

Exploring decisions in Customer Decision Hub v3

Available in the following mission:

AI for 1:1 Customer Engagement v4

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