Anticipating customer outreach
Anticipating customer outreach
Reach explorer enables business users to explore the potential reach of new actions based on defined engagement policies.
Users can estimate the impact of their customer engagement policies without requiring technical expertise, enabling them to make data-driven decisions and assess how well the new action reaches its audience.
Reach explorer enables users to test-drive the actions by applying policies and learning about anticipated volume estimates at each engagement level, before deploying actions to production.
When should you use Reach explorer?
Use Reach explorer when you need to:
- Estimate potential customer reach before launching a new action
- Test different engagement policy combinations
- Validate Action effectiveness before deploying the changes to production
- Optimize customer engagement strategies based on anticipated volumes
Video
Transcript
U+ Bank is preparing to introduce a new credit card promotion. The new offer is designed for current account holders aged over 25 years. Prior to implementing the full-scale launch, the content management team seeks to assess the potential reach among targeted customers.
To implement this requirement efficiently, log into Pega 1:1 Operations Manager as a Business User.
Navigate to Reach explorer landing page and create a new exploration. Select the business issue and group. The group level engagement policies (defined in the Next-Best-Action designer) will be inherited from the group by default. You can choose to apply them or ignore them.
The Anticipated reach section provides a detailed overview of the expected reach based on the engagement policy configured. It provides a graphical and tabular view of reach reductions at every policy phase, helping business users in the decision-making process.
The starting population of the anticipated reach is based on the sample size setting in the data migration configuration.
Add the new criteria in the Engagement policy section:
Eligibility: Age is greater than or equal to 25 years
Once the criteria have been added, refresh the counts with the latest engagement policy to see how the anticipated reach updates.
Now, you can analyze the anticipated reach.
Anticipated reach numbers show expected customer volume based on defined engagement policies.
Engagement levels help identify how different customer segments respond to specific policies, enabling fine-tuning for maximum effectiveness.
Save the exploration.
You can modify the Engagement policy with different criteria and iterate the exploration until you reach the optimal results.
After evaluating engagement policies and results, you can create a change request for the new action from the same landing page.
The system prepopulates the Create Action change request with Business issues/group, and defined engagement policy.
You have reached the end of the video. You have learned:
- How to create an exploration to identify the potential reach of a new action.
- How to apply different engagement policy criteria and observe the anticipated reach.
- How to save an exploration and create a change request for the new action with a predefined engagement policy criteria.
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