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Pega Express for CDH implementations

Predefined CDH microjourneys

Pega has pre-defined a set of 1:1 Customer Engagement microjourneys based on years of experience across various implementations. The Microjourney Matrix captures all these pre-defined microjourneys. During the sales cycle, a microjourney is selected. 

The following table shows the Microjourney Matrix, defined for the communications vertical. You can see that the vertical axis shows the breadth of channels that Pega can support — everything from interactive channels, both agent-assisted and digital, to more traditional outbound channels. The horizontal axis shows the customer outcomes or customer life cycle stages in which you can deliver value. The squares in the grid contain the use case that can be implemented for each outcome in each channel. This combination of use case and the channel is a microjourney, which aligns to a delivery scope that can typically be delivered in 60 to 90 days.

For more information on Pega Customer Decision Hub™ microjourneys, please refer to the CDH Microjourney Workshop module.

Micrjourney Matrix
Note: For CDH implementations, a microjourney is typically defined by one channel and one business objective.

Pega Express phases for CDH

For CDH implementations, typically one Microjourney is addressed per MLP. 

In the following image, click the + icons to learn more about CDH delivery using Pega Express.

Prescriptive approach

Apart from Microjourney content, other assets have also been developed from delivery experience. The following content is available:

Ready-made Minimum Lovable Product (MLP) backlogs


MLP Backlogs are detailed project plans, including task descriptions and best practices from the field for each task. These tasks are mapped to project roles and sprints

MLP Backlogs have been developed for the most important microjourneys:
  1. Inbound
  2. Outbound
  3. Agent Assisted using NBA Advisor

Reference Architectures

The architectures describe what good looks like for each of these areas. It is a baseline for the project team to set them up for success.

Reference Architectures have been developed for the following areas:
  1. Organization
  2. Application
  3. Infrastructure

Opinionated Data Models

Opinionated data models provide an out-of-the-box set of data attributes per industry for a client to use. These map to analytical best practices and Next Best Action Designer logic templates.

Opinionated data models have been developed for the following industries:
  1. Financial Services
  2. Communications
  3. Health Care
  4. Insurance

Marketplace Use case templates

Marketplace templates have been developed for the following use cases:
  1. Retail Banking
  2. NBA Advisor

Pega Express Toollkit

In the Pega Express Toolkit, you are able to search and filter available tools for CDH.

The following filters apply:

  • By Product. For a CDH implementation, be sure to select the filter Pega Customer Decision Hub to display all relevant documents.
  • By implementation Phase and Sub-phase, where applicable.
  • By Role, including the Decisioning Consultant and Marketing Consultant. The PDL and System Architect roles span across products. Make sure you have the right filters selected. There are specific tools in the Toolkit that a System Architect uses for a Customer Decision Hub implementation.

Specific tools have been developing for the following phases:

This Topic is available in the following Module:

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