Importing a Customer Engagement Blueprint

The strategic elements defined in a Customer Engagement Blueprint are systematically translated into operational structures within Customer Decision Hub. This integration uses advanced Pega GenAI™ technology to enhance the design process for customer engagement strategies.

Here is how the transformation works:

• Outcomes from the Blueprint are mapped to Issues in Customer Decision Hub, representing the business areas or objectives that customer interactions target, for example, retention or growth initiatives.
• Products defined in the Blueprint correspond to Groups in Customer Decision Hub, which organize similar offerings into logical categories for more effective management.
• Customer Experiences outlined in the Blueprint transform into specific Actions within Customer Decision Hub, each designed to address customer needs or opportunities at the right moment in their journey.
• Messages articulated in the Blueprint are implemented as Treatments in Customer Decision Hub, defining how communications are delivered through various channels.

To demonstrate the import process, consider this example: U+ Bank wants to introduce a new Cashback credit card to enhance its competitive positioning in the financial services market while delivering meaningful value to customers seeking everyday financial rewards.

The U+ Bank marketing team has created and downloaded a Customer Engagement Blueprint that contains customer experiences to attract new customers and deepen relationships with existing ones.

When you begin the blueprint import process, you first need to access the 1:1 Operations Manager portal, either as a Business User, Team Lead, or NBA Specialist. Upon selecting the Create from Blueprint option, you'll be presented with a window where you can upload your Customer Engagement Blueprint file.

The system processes this file and displays a preview of the assets that will be generated for your engagements. By default, you see three items from each category, though you can expand this view by clicking "Show more" to see additional Actions or Treatments that will be created based on your blueprint.

The mapping stage represents a critical part of the import process. Here, the system presents your blueprint's business structure and channels alongside your existing Customer Decision Hub business structure and channels. This side-by-side comparison allows you to properly align the two environments.

To facilitate this process, the system attempts to automatically map elements where possible, using fuzzy matching to identify potential correspondences. However, you may need to manually adjust these mappings to ensure proper alignment between your blueprint design and implementation environment.

When you proceed with the import, the system creates an Operations Import Management Case to track the import process. An OpsIM Case is a specialized transformation process, providing full visibility into the progress and maintaining an audit trail of all changes.

The actual generation of artifacts transforms your blueprint specifications into tangible implementation components. The system creates Journeys, Actions, Treatments, and any necessary business structure elements during this phase.

Once artifact generation is complete, you can review the results through a verification task. This step ensures that all imported elements align with your expectations and system requirements.

When verification is complete, submitting the case finalizes the import.

Post-Import Refinement: The imported artifacts need further refinement before they are deployed to production. Remember that imported elements require customization and optimization based on your specific business requirements and customer engagement strategies.

Revision Management: To minimize disruption for other users, it is recommended to import to a new revision whenever possible. This approach allows you to manage changes effectively and maintain system stability during the implementation process.

To maximize the value of your Customer Engagement Blueprint imports, consider these best practices:

1. Plan Your Business Structure Mapping: Before importing, review your existing Customer Decision Hub business structure and plan how blueprint elements should align.
2. Use New Revisions: Always import to a new revision to maintain system stability and change management capabilities.
3. Verify Thoroughly: Take advantage of the verification step to ensure all imported elements meet your requirements before finalizing the import.
4. Plan for Refinement: Budget time for post-import customization and testing before deploying to production environments.