Customer Engagement Blueprint demo from PegaWorld 2025

I'm really excited to tell you all about our Customer Engagement Blueprint, and how we're using statistical and generative AI to make it so easy for marketers to create these 1 to 1 experiences. So here, Karim, we have our Customer Engagement Blueprint dashboard. And for those of you that have used the workflow blueprint, it is the same seamless experience. So when we go to create our blueprint, we need to provide a little bit of information. We need to provide that organization that we're making the blueprint for, but also the intent that we have from the blueprint, where our engagement blueprint is a little bit different, however, is that we're actually going to give that company's website and we're going to put our blueprint agents to work to help us build out our engagement strategy. And since we are here at the MGM resorts and enjoying all these facilities, we decided that it would be best to point the customer engagement blueprint to the MGM resorts website and see what happens. That's it. Before we do that, though, let's take a quick look. So I know all of us.

We've walked through the corridors, we've seen Cirque du Soleil, we've been in the bars and restaurants. But what we're really seeing on the website here is that they have a lot more to offer. So we can see there's a lot going on. But if we just jump back into the blueprint itself, let's start to build that out. So we'll pick up MGM here, we can see the website and we're going to select here enhance guest experience and satisfaction. So as we kick off the blueprint like I said we're putting our agents to work. So right now with that website, they're out there interrogating the content of the website and helping us really define the boundaries of the engagement based on the objective that we just set. So what we'll see in just a moment is exactly that. There we go.

Cool. So we can see here the products that they've got. There's dining experiences pools and cabana. We then move into those outcomes that you would typically have typically have in any type of campaign, and also the channels that we'd recommend communicating on. And this is super cool. Just like the workflow blueprint, the customer engagement blueprint just makes suggestions and allows the marketer to make the decision on which products that they're going to focus on, which channels that they're going to engage. What are some of the strategies to be able to capture their vision in the in the session here? Yeah. That's it.

And all of it served up. So I have the ability to go in and edit and make any changes that I would like to. As we move forward with our blueprint, however, we get into the particular personas that we have. So these personas, these are the different characteristics of individuals that we want to be marketing marketing to. So when we think about MGM, it's fair to say that we would have somebody like our culinary adventurer Alex, or our entertainment enthusiast, Jess as a persona for us to reach out to. And this is very similar to the concepts in the in the workflow, but this is basically trying to figure out what are the personas that we that we reach out to that MGM will speak to and basically package and offer different products and services. And again, marketer can make any decision they want and alter it. But this gets them 85 to 90% there immediately. Yeah that's it.

And this next screen of blueprint is my absolute favorite. So as I said we've really put our agents to work getting all of the information about the brand itself. What you're seeing on screen here on the left hand side is the unique characteristics of the brand voice that we've been able to pick up from the way in which they present themselves online. And it's super cool. It just read all the all the pages across websites, and it basically now tells us how do they talk to their customers, how do they sound? And you look at these attributes, they make it sound exciting and we can clearly see it. And the agents figured it out. And what's, what's what's what's that thing on the right side? I think it's a taco.

I'm not sure though. It's not a taco. But on the right hand side here, now that we know who we're talking to with the personas and how we want to talk to them with the brand voice. As a marketer, I now have an ability really to be able to interact with that collateral. So we have our culinary adventurer, Alex, and the persuasion principle around authority. But if I were to change that to let's go with our family family seeker experience Mark and scarcity, we can see here in real time how that experience changes. So the imagery here. You know, Mark can really see himself at that table. And this has moved from just a dining experience to an exclusive offer that Mark can engage with.

And the marketer on this page confirms the the voice brand voice attributes, confirms the personas, defines how we will reach out to those personas with various different actions across all different persuasion principles, and validates the approach. And then we'll move next. Yeah. So next up we then get to experience that that single interaction across the multiple channels. So we would have seen when we specify the boundaries of the blueprint, we had call, we had chat. We also had some website imagery on there too. So again the marketers, they have the ability to see all of this before ever bringing it into your implementation. Right. So this strategy that the market is putting together is going to apply, whether it's on the inbound channels or on the outbound campaign channels, it's going to apply across the board and let you leverage the capabilities of our product based on the specifications that are captured here.

That's it. And as we move from looking at that single experience across the channels, we now move into the complete comprehensive library of experiences. So we are talking about hundreds of offers and images across every single one of those channels, ready again for that marketer to interact with and be able to pull into their CDH implementation. Yeah. So essentially, since Nicola came on stage a couple of minutes ago, we interrogated the website. We looked at everything that they have on the website. We understood the brand voice, we understood the the products. We understood the actions and the offers. We understood the personas.

We understood, understood the channels, the persuasion principles. And we created a library of all of these actions. Every single, I think every single colorful dot that you see here is a representation of an action for a product on a specific channel to be able to deliver to a, to an end customer. So what would it take to actually create this entire library for marketing marketing strategy. To get to. This point? Realistically, we're speaking about months and months and months of meetings, pulling people together, engaging with external agencies, really trying to corral everyone. But with our customer engagement blueprint, we start with something on paper that we can give that 10% to, to make it perfect. And I'm assuming all those marketing agency interactions are quite costly as well.

So what do we have at the bottom here? Yeah, this is our simulations in our customer engagement blueprint. We have that ability to be able to understand the decision making from that whole library down to the next best action. So when we first start off, we again have that whole library there. But we apply first our business rules. This is a hard and fast logic to be able to get down to our statistical AI. So we apply our eligibility, applicability, suitability and the constraints to get to those remaining offers where we enable the statistical AI to be able to determine the propensity or that likelihood of somebody clicking in and engaging with an offer. Right. So the way I understand it is, um, you know, with the use of blueprints, the marketer creates all of these different, different actions, all of these different treatments, all of these different offers.

And before the engine will actually send out an action or an offer to an end customer, you will have to go through executing all sorts of business rules to identify the collection of actions that are suitable to be able to send to that customer. And here is where some of the magic of our product comes in, which does the arbitration to execute that formula that you see on the right top to determine that the next best action for this customer, at this moment in time, in the channel that they're engaged in and be able to deliver that message with the highest likelihood that they would actually take, take, take the offer. That's it. So if we take a look at our culinary adventurer, Alex, we can see here again, quite adventurous. Let's go with someone I resonate with a bit more. Let's take a look at entertainment enthusiast Jess. Awesome. A nice concert here for her. That sounds a little bit more fun.

So, um, Nicola, on the on the right top here, I see a purple button. What does that do? That's how that sends messages. So what we have the ability to do at the end of any of our engagement blueprints is to allow people to interact with that just after. Right. So you can actually click on that button and actually enter one or multiple email addresses and actually experience what the message is going to look like when it's delivered to the customers directly from blueprint.