Sky-high Customer Engagement with Pega Customer Decision Hub

Pega Customer Decision Hub (CDH) revolutionizes how airlines manage the customer journey, especially in times when there is turbulence on the horizon. When flights are delayed, cancelled, or passengers encounter disruptions, CDH acts as a real-time decisioning engine - like an intelligent air traffic controller for customer experience. It rapidly evaluates each traveler’s itinerary, loyalty status, and travel history to deliver personalized service recovery strategies mid-flight, at the gate, or even before takeoff.

Instead of issuing standard apologies, airlines can proactively push tailored rebooking options, mileage credits, or lounge access through the passenger’s preferred channel - be it a mobile app, SMS, or gate agent. But this is just one example of how Pega CDH can help your organization because Pega CDH, transforms operational hiccups into moments of elevated service, reinforcing brand trust and earning long-haul loyalty.