Pega Marketing: Customer journey visualization

Companies try to script the perfect customer journey, but customers always choose their own path—they’re in control. The AI in Pega Marketing engages customers using Next-Best-Action, shifting between selling, serving, and retaining based on their needs and situation. As customers interact and create data, the software visualizes their path and helps you enable an amazing experience.

Transcript:
[Announcer] Most companies try to build the perfect journey. Scripting out a seamless experience and eliminating every misstep along the path to purchase. But at Pega, we know the customer chooses their own path. They're in control. Scripting them maps a journey to nowhere. Instead, the AI in Pega marketing engages customers using next best action, which shifts between selling, serving, and retaining based on the customer's situation. You never have to script out an experience. The AI automatically adapts to their needs. You teach the AI to recognize journeys as they occur. What behaviors to look for. What conditions matter to your business. And which combinations are most important. As customers interact and generate data, the software visualizes what's really going on. You can see where they learned about the product, what channels they engage through, and which messages help drive the desired outcome. When customers get stuck, you'll see where the roadblocks are, where they're dropping out, and where no one is interacting at all, so you can prioritize the key issues. And if you find a journey that needs an upgrade, that's easy to fix. You can quickly add new content, remove messages, or adapt your strategy to guide customers around the problem. At Pega, we know that the customer owns the journey, but it's your job to enable an amazing experience. Throw away the script, and set your customers free.

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