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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

Decision strategies

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.

Digital personalization

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.

Always-on outbound

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.

Agent-assisted channels

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.

Paid media

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.

How Pega helps you improve Making the best offer is all about reading signals. Pega monitors each customer's context in real time, and uses AI to determine when they're in market.

Amanda uses U+ Bank's mortgage calculator, indicating she's in the market to buy a home.

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It's all in the data Next
Once you've identified a need, you need to make the right offer. Pega calculates propensity scores for every action in real time, then recommends the next best action based on that customer's unique needs and its potential value to your business.What's the next best action?

Amanda is 64% likely to respond to a mortgage offer.

Next
To seal the deal, personalization is key. Pega's Next Best Treatment lets you customize every aspect of the experience with perfectly tailored words, images, and layouts.Optimize the customer experience

A mortgage offer, tailored for her

Next 
By adding value during every interaction, your customers feel heard – and you earn the right to expand your relationship, while driving long-term loyalty. 

Presenting an autopay offer will perfectly complement Amanda's new mortgage.

Earn customer loyalty Next
All customers deserve a journey as personalized as Amanda's. Start delivering personalized offers – and increasing lifetime value – with Pega Customer Decision Hub™.Learn about the upsell and cross-sell Microjourney™

The leader in customer engagement

Find out why Pega ranked #1 in The Forrester Wave, Real-time Interaction Management, Q4 2020.

Get the analyst report

Learn how 489% ROI is possible

Forrester examined the Total Economic Impact™ (TEI) of deploying the Pega Customer Decision Hub.

See the results

Client case studies

See how leading brands are putting Pega Customer Decision Hub™ to work.

Customer Success

CBA: 50 million “next best conversations”

With 18 channels and millions of customers, Commonwealth Bank of Australia still makes every conversation feel personal.

How Sprint reduced churn by 10%

Case Study

Sprint: World-class retention in record time

Sprint reduced post-paid churn by 14% (to the lowest level in company history) and generated a 40% increase in NPS.

Learn more
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Case Study

Air Europa: A commitment to customer centricity

Air Europa grew its loyalty program by personalizing customer interactions.

Learn more

Unleash the power of one-to-one engagement

Increase revenue, reduce churn, and maximize customer value with the Pega Customer Decision Hub™.

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.