Most organizations can capture big data, but struggle to glean insights from it. Thus, it becomes a giant expense. Because of this, they miss opportunities to detect important customer behaviors. For example:
- A customer that is clearly interested in a product or service and may be about to make a purchase decision.
- A customer that is not happy, willing to share that attitude, and likely to take business elsewhere unless something is done quickly.
- A customer that is confused or a product that is broken and needs support to get back on track.
In Pega, businesspeople use a browser-based canvas to connect to streaming data sources, and then build event strategies visually to detect patterns.
Once you’ve detected these behavior patterns, Event Strategy Manager can call decision strategies to look across all the potential actions you may take with a customer, to select the Next-Best-Action, and fulfill it using Pega case management —making an offer, initiating a retention plan, opening a service case, or starting a collections process. You act on the opportunity or mitigate the risk immediately, with exactly the right action. Pega works across all channels to give a consistent experience, whether the customer is on the web, a mobile app, in a store or calling a contact center.
PegaWorld iNspire | May 4, 2021
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