Customer experience management is critical to attracting, converting and retaining customers. Your customers live omni-channel lives. They expect you to meet them on whatever channel they choose and deliver an exceptional experience every time they engage. That means personalized communication, relevant offers and interactions with context. But most legacy CRM technology is woefully inadequate when it comes to customer experience. Traditional systems don't support omni-channel engagement and can't adapt fast enough for a marketplace where technology is ever-changing. And older CRM services can't tie together the various silos of information, people and processes within the organization that need to be integrated in order to deliver exceptional customer-centric experiences. That's where Pega is different. Our customer experience management software, Pega Marketing, combines sophisticated analytics, predictive intelligence and business rules to constantly evaluate each customer interaction and recommend the next best action at every point on the customer journey.
Pega provides an always-on, digital customer brain.
Marketing solution buyers report growing pressure from their colleagues utilizing Salesforce.com’s Sales Cloud to also adopt Marketing Cloud to increase lead generation. Marketing professionals should, however, think twice.
Sophisticated tools for customer experience management
Pega Marketing provides everything you need for highly effective customer experience management. With Pega, you can deliver omni-channel communication that provides the right message or offer at the right time and demonstrates a clear understanding of a customer's needs, history and context.
Pega's customer experience management solution provides tools to:
- Design campaigns and build and execute omni-channel customer experience strategies.
- Optimize interaction with recommendations for the next best action based on customer data and business goals.
- Test strategies with the ability to simulate potential impact of complex scenarios before putting new strategies into action.
- Predict customer behavior with predictive analytics that accurately anticipate customer responses.
- Nurture customer relationships with exceptional customer service and customer onboarding software.
- Integrate people, processes and systems to automatically drive offers through to fulfillment, increase operational effectiveness and reduce time to value.
Benefits of Pega's solution
By dramatically improving customer experience management, Pega marketing enables you to:
- Build deeper connections with customers by consistently delivering relevant offers and actions that show a deep understanding of the customer's needs, preferences, context and history.
- Increase customer lifetime value by turning every customer interaction into an opportunity to build trust and value through more effective strategies for acquisition, retention, upsell, cross-sell and nurture.
- Minimize the complexity by automating processes and connecting disparate marketing systems.
- Continually refine strategies with self-learning technology that evaluates and improves the relevancy and timeliness of each offer or action.