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Customer Decision Hub: Maximize Value with 1:1 Engagement

Pega Customer Decision Hub optimizes customer lifetime value by providing an “always-on brain” for your business – unifying your data, analytics, and channels into a single, connected experience - so that you can predict customer needs in real-time, then deliver hyper-personalized next best actions designed to drive long-term loyalty, across channels and at scale.


[Narrator] Most marketing stacks are loaded with so-called best in class solutions that don't work together, and can't keep pace with today's customer. That's because they were built to push products, not solve problems. Building real relationships with today's customers means engaging them one-to-one, anticipating their needs, and delivering relevant experiences across channels. That's where Pega comes in. Pega customer decision hub sits at the center of your marketing stack, constantly analyzing customer's context, and recommending the most relevant, next best action to take all in real time. Here's how it works. You start by identifying the outcomes you want to achieve, like increasing sales, reducing churn, or preventing service issues. Then you create actions, like upsell or cross sell offers, retention bundles, and nurture messages that the hub will use to engage your customers. Each action automatically gets a predictive model, so our AI can determine exactly what each customer really needs. Then you set rules of engagement, so the AI knows what customers are eligible for, when certain actions make sense, and what to prioritize in different situations.

Pega provides all the tools you need to test the AI, simulate different strategies, and find exactly the right mix to optimize performance across your KPIs. Finally, you activate your next best actions in the channels where they'll be delivered. Now you've got a brain to power your entire engagement program. Now each time a customer engages, the channel calls into the hub for a new next best action. And because the hub updates itself every time you get a new piece of data, you'll constantly trigger new offers and messages as you learn more about each customer. So whether they're surfing the web, reading an email or mobile message, talking with an agent, or seeing a digital ad, that experience is all about them every time. Pega helps you embrace empathy at scale across your entire enterprise, helping customers get what they need, and helping you generate hundreds of millions in incremental value every single year. To learn more, please visit


Product Area: Customer Decision Hub Topic: Personalized Customer Experiences

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