Creating a Customer Engagement Blueprint

In this demo, you'll discover how to transform customer engagement strategies from concept to implementation using Pega Customer Engagement Blueprint™, an AI-powered platform that guides you through every stage of creating sophisticated, data-driven engagement solutions. Following the journey of U+ Bank as they build their credit card cross-sell campaign, you'll see how the platform intelligently analyzes the business context, generates industry-specific personas, and creates personalized engagement actions.

Welcome to Pega Customer Engagement Blueprint™, your AI-powered platform for visualizing and transforming customer engagement strategies. You can access this SaaS-based tool through Pega.com using your Pega Community credentials, making it easy to start building sophisticated engagement blueprints that drive revenue and enhance customer lifetime value.

When you access My Customer Engagement Blueprint Dashboard, you have intuitive search and filtering options to quickly identify and access your specific blueprints. Notice the notification banner that appears when new features are added since your last visit, providing direct links to official documentation so you can explore the latest capabilities.

Let's start a Customer Engagement Blueprint for U+ Bank by defining the business context. When you provide your organization's website URL, the Blueprint agent immediately begins learning about your business by analyzing your digital presence, brand characteristics, and existing customer communications. This AI-powered analysis creates a foundation of understanding that informs every subsequent decision in your blueprint creation process.

You can select from comprehensive engagement objectives tailored to your industry. For financial services, you have options like maximizing customer numbers, reducing cost to serve, and many other strategic goals.

To drive additional insight and intent for your Blueprint, you can add supporting documents at this early stage. Choose from several categories including marketing briefs and styling guides, and the Blueprint analyzes these documents and summarizes them so you can confirm how they apply.

During the Setup stage, Customer Engagement Blueprint demonstrates its intelligence by automatically populating your Industry and Products and Services fields based on the business context analysis. You can edit these suggestions to ensure they accurately reflect your organization's offerings. Select the outcomes you'd like to achieve from options. Let's pick Grow to increase cross-sell of the U+ Bank credit cards. You can select which channels you'll be communicating on. This ensures your blueprint aligns with your organization's multichannel strategy. Let's select Email and Web as the communication channels.

You also have the option to define optional features that enhance your customer engagement capabilities. The Customer Journeys feature organizes experiences into structured pathways toward mutually beneficial outcomes. You also have comprehensive control over the data sources available to your customer engagements.

Customer Engagement Blueprint automatically generates five personas tailored specifically to your organization, industry, and desired outcomes. You can review these AI-generated personas and edit them or create additional personas to ensure an accurate representation of your customer base.

You can ensure consistent communication using your brand voice by reviewing and adjusting voice characteristics. Select different persuasion principles and personas to generate customized message examples, then continuously adjust the brand voice attributes until the sample messages feel authentic and aligned with your brand's personality.

Here are your experiences as Actions organized by Product and Objective. The AI developed these Actions to meet your objectives and content needs, creating 8 experiences with 16 messages across 2 channels, and you can review and refine each with help from the AI or add new actions to expand your engagement strategy.

You can simulate the Next Best Action to see the effect of engagement policies and arbitration on the experiences your personas are offered. The simulation starts with your full Action library, showing all available experiences across Checking, Savings, and Credit cards before the intelligent filtering begins. In the Eligibility stage, the system evaluates each Action against the persona's profile, filtering the library to only those experiences that meet the basic eligibility criteria. The Applicability stage further refines the eligible Actions by evaluating which ones are contextually appropriate for the persona's current situation. During the Suitability stage, the system filters out products that don't align with the persona's needs or budget.

The Constraints stage applies your business rules and customer communication preferences. You can define limits on message frequency, channel restrictions, and other guardrails. Arbitration prioritizes all relevant Actions using a specialized formula that considers Propensity, Context weighting, Action value, Business Levers in the Final Priority calculation. This is the winning experience that will be offered to the persona based on the complete evaluation process. You can also trigger personalized email experiences that simulate what real recipients might receive.

The Summary stage provides a comprehensive overview of your completed blueprint, serving as both a validation checkpoint and a sharing hub for your strategic work. Save your blueprint as an Excel file or as a PDF for documentation and presentation purposes, or share it directly with colleagues and stakeholders. View calculated return on investment directly on the summary screen. The ROI estimates are based on your industry and customer base size, and you can download the ROI analysis as an Excel file. U+ Bank can download the completed blueprint and upload it directly into Pega 1:1 Operations Manager, transforming a strategic blueprint into operational customer engagement solutions.