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Increase Engagement with Underserved Customers

Leading organizations succeed by delivering value during customer “moments of need”, leveraging a great customer experience to build longer-lasting, more sustainable relationships. But what if none of your actions were truly relevant for someone? Would you know it? And if you did, could you fix the problem before the customer walked out the door?

With Pega Value Finder, you can make empathy a reality, by proactively identifying underserved customers, then designing more relevant actions, offers, and messages that add real value, increase customer loyalty, and drive long-term growth.


Transcript:

[Narrator] Leading organizations succeed by delivering value during customer moments of need. Leveraging a great customer experience to build longer-lasting, more sustainable and mutually beneficial relationships. What if none of your actions were truly relevant for someone? Could you fix the problem before they walked out the door? With Pega's Value Finder, you can make one-to-one a reality for everyone by proactively identifying underserved customers, then creating new actions, offers and treatments designed to meet their specific needs. It's a win-win. Your customers get a more relevant experience, while you earn the right to expand your relationship. Users start by selecting an existing simulation or creating a new simulation that will be used to find opportunities to increase engagement.

These simulations can be used to look across your entire business or focus on a specific business issue, like sales, service or retention, or groups like individual products or lines of business. Once the simulation is complete users are shown a distribution of customers across three areas. Well-served customers that are receiving highly relevant actions for which they have a high propensity to accept, underserved customers that are receiving some actions but only ones that have a low propensity to accept, and customers without action, ones that you are not engaging with at all. The propensity to accept threshold is entirely customizable, so you can set the parameters that are right for your business at each level of engagement.

Value Finder then provides your top opportunities for improvement, so you'll know exactly where to focus your efforts. Once you understand which customers are struggling, you need to know why. Value Finder provides counts of customer dropouts for each stage of the decision, so you can drill into what's really causing the problem and for who. In addition to providing counts, Value Finder also profiles each underserved group, identifying like characteristics, so you know exactly which types of customers are roadblocked and not receiving the kind of relevant, high quality messages required to keep them engaged and maintain a healthy relationship. Now that you know who is in need and why, you need to know what to do about it. Value Finder provides users with intelligent next-best-action recommendations about how best to resolve the issue, like creating a new action, modifying an existing treatment or adjusting an eligibility rule. With Pega Value Finder, you'll make one-to-one a reality for everyone, delivering a more relevant and empathetic customer experience that adds real value, increases loyalty, and drives longterm growth.


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