Customer journey mapping involves more channels and touchpoints than ever before. To combat attrition, brands must learn to communicate across channels.
Consumers are looking for relevant, connected, and secure experiences. And it’s changing the landscape of customer engagement with brands.
As customers click, browse, and engage with a brand, their context and needs change rapidly – putting customers in control of their own journeys.
Modern customers journeys don’t move in a straight line, they start and stop, change directions, or occur at the same time on different channels or devices. AI adapts to that flow, so brands can keep up with the changing needs of their customers.
Predictive analytics and machine learning
AI utilizes predictive analytics and machine learning to prioritize across all journeys and pick the best one for the moment by reacting to customer data signals as they happen. This kind of real-time adaptation enables an elevated, personalized customer experience.
Present the best offer in real time
Next Best Action (NBA) lets brands present the best offer or action that aligns with exactly where a customer is across any channel – prioritizing across the many journeys a customer can be on as their needs change.
Apply empathy to every interaction
Rather than a sales-first approach, this customer-centric approach demonstrates empathy as the brand responds to a consumer’s unique needs, traditionally driven by rules and logic not customer context or propensity.
Generate better outcomes more efficiently
By earning the right to sell and drastically reducing the amount of time and resources required to build and maintain traditional journey workflows, organizations can drive better business outcomes like increasing customer lifetime value (CLV).
Bring together your engagement channels
At Pega, AI-enabled journeys are powered by Pega Customer Decision Hub™, acting as the brain that sits in the middle of all your marketing and engagement channels to unify and improve a customer’s experience.