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Defining and creating customer journeys

2 Topics

30 mins

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

Customer journeys are the sum of the experiences that your customers go through when interacting with your organization. Rather than looking at just part of an experience or transaction, the customer journey documents the full spectrum of the customer experience. Customer journeys give you a familiar mental model to manage and work with their creative content. You can create customer journeys directly in Next-Best-Action Designer and map customer actions to different journey stages.

After completing this module, you should be able to:

Define customer journeys in Next-Best-Action Designer.
Assemble and manage customer journeys.
Define stage entry criteria for customer journeys.
Test and monitor customer progress through customer journeys.

Practice what you learned in the following Challenges:

Defining and creating a Customer Journey v4 Creating an entry criteria strategy for customer journeys v4

Available in the following mission:

Cross-Sell on the Web Extended v7

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