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A Pega/Merkle White Paper

Optimising the Customer Journey

Learn how customer journey optimisation – powered by the right technology and approach – can provide tremendous benefit to businesses including upsell & cross-sell, retention, and customer satisfaction.

Optimising the Customer Journey with Next-Best-Action Analytics

PDF | 17 pages | 18 mins read

Infuse journeys with real-time decision-making

Modern businesses try to script the “perfect” journey that gives frictionless, elegant experiences. But what happens when customers don’t follow the script?

Pega and Merkle jointly present Optimising the Customer Journey with Next-Best-Action Analytics. This paper explores how to engage with today’s connected customer whom chooses their own journey – interacting with the brand on their own terms and flowing across channels – through using personalised, actionable insights in real-time to make the right decisions.

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