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Next-Best-Action Customer Journeys

Companies try to script the perfect customer journey, but customers always choose their own path — they’re in control. That's why with Pega you'll transform your approach, using AI to prioritize across all potential journeys and automatically shift between selling, serving, and retaining in real-time as customers' needs change.


Most companies try to build the perfect journey, scripting out a seamless experience and eliminating every misstep along the way. But at Pega, we know that today's customer is in control. They choose their own path. Scripting them maps a journey to nowhere. Pega's Next Best Action customer journey takes a transformational approach, leveraging real-time AI to prioritize across all potential journeys and deliver more relevant customer experiences. With Pega, you define a journey once across all business objectives, channels, and lines of business. Then, you simply add the appropriate stages and assign the corresponding actions to each one. As customers move through their journeys, the AI continuously learns, automatically identifying which actions work best at each stage and pivots between selling, serving, and retaining in real-time as the customer's needs change.

Plus, with integrated journey visualization capabilities, you'll have all the insights you need to analyze and optimize your performance. You can see what channels customers engaged through, the paths they took to get there, and which messages help drive the desired outcome. When customers get stuck, you'll see where the roadblocks are, why they're dropping out, or even where no one is interacting at all, so you can prioritize the key issues and drive continuous improvement. With Pega Next Best Action customer journeys, you'll move from pushing products to engaging with empathy, making each interaction more relevant, timely, and personal than ever before. Visit pega.com to learn more.


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