Decisioning in real time? Done.
Deepen relationships and maximize value, every moment, everywhere.
Predict customer needs
Pega’s AI is always on, reading the billions of signals your customers generate and anticipating what they’ll need next.
Personalize every interaction
As customers engage, Pega evaluates all your options in real time, then selects the next best action.
Deliver across channels
Think of our AI as a single brain that connects experiences across inbound, outbound, owned, and paid channels.
Key features of Pega Customer Decision Hub
Get value faster with best-practice frameworks
With Pega’s Next-Best-Action Designer, you can configure and control all of your one-to-one decision strategies from a single interface – with best-practice guardrails built right in.
Hyper-personalize every digital touchpoint
Use Pega’s real-time containers to integrate next best actions and treatments directly into your online content, tailoring the experience for each customer, in real time.
Evolve to AI-triggered engagement
Goodbye, batch campaigns. With Pega’s always-on AI you can deliver personalized outbound messages via email, SMS, mobile, and beyond, at the exact moment your customer needs them.
Empower agents with real-time recommendations
Pega’s Next-Best-Action Advisor gives agents contextual insights at the moment they need them, whether the conversation happens over the phone, in the store or branch, or via chat.
Make paid advertising more targeted and effective
Pega’s Paid Media Manager integrates first-party data into platforms like Google, Facebook and LinkedIn, using AI to generate next-best-action audiences and optimize the offer mix and ad spend for each individual.
Amanda uses U+ Bank's mortgage calculator, indicating she's in the market to buy a home.
Amanda is 64% likely to respond to a mortgage offer.
A mortgage offer, tailored for her
Presenting an autopay offer will perfectly complement Amanda's new mortgage.
The leader in customer engagement
Find out why Pega ranked #1 in The Forrester Wave, Real-time Interaction Management, Q2 2022.
Get the analyst reportLearn how 489% ROI is possible
Forrester examined the Total Economic Impact™ (TEI) of deploying the Pega Customer Decision Hub.
See the resultsClient case studies
See how leading brands are putting Pega Customer Decision Hub™ to work.
Video
Personalized conversations in real time, at scale
As one of the largest banks in the world, Wells Fargo engages with 70M customers five billion times per month.
Case Study
T-Mobile Centers the customer experience with Next Best Action
See how the company achieved an 8-point increase in NPS with Pega Customer Decision Hub.
Case Study
Air Europa: A commitment to customer centricity
Air Europa grew its loyalty program by personalizing customer interactions.
Technical information
Watch the video
Engage instantly. Revolutionize customer relationships.
When it comes to your customers, a single moment can mean everything. What if you could sense those all-important moments and meet their needs in real time?
Pega Blog
Exploring the modern customer journey
Download the Pega study, “Real-time decisioning, real results”, to learn how the market defines real-time decisioning.
Unleash the power of one-to-one engagement
Increase revenue, reduce churn, and maximize customer value with the Pega Customer Decision Hub™.
Frequently Asked Questions
Putting yourself in the customer’s shoes - leveraging their unique context to engage in a more relevant way, build trust, and deepen that relationship.
Organizations can increase customer lifetime value by putting short-term “sales-first” considerations on hold, when they aren’t right for the situation. Brands earn loyalty from customers by injecting service, retention, resilience, and nurture based actions into their engagement mix, instead of constantly selling.
An example might be that a financial institution notices that a high-value customer has suddenly stopped paying their credit card bill, for example, a resilience action would proactively reach out to that customer and provide them with a personalized offer of reduced terms that should allow them to stay in good standing, if accepted. Or if a utility company notices non-payment from a long-term customer, they can provide information on government programs designed to help folks get back on track.
Artificial intelligence is critical to injecting empathy into customer engagement strategies. To learn more, watch our webinar "Humanizing your Customer Engagement with AI."
Pega collects data from every interaction as it's taking place, then combines that with the customer's full interaction history to determine their current situation.
Pega's next-best-action recommendations balance what's right for the customer with what's right for your business – all within the context of the current situation.
Pega leverages adaptive models to determine what treatment variation will resonate best with Amanda.
Pega's AI is always-on, constantly predicting what Amanda might need next based on signals observed on any channel. That way, her experience is always relevant.