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Pega Express Values and Best Practices and Pega Customer Decision Hub deliveries

Ralph Booth, 6 minute read

Traditionally, we have always talked about Pega Express™ through the lens of our four phases, Discover, Prepare, Build, and Adopt. While you can still follow our four phases, the delivery thought leadership has evolved, with a fresh new view of Pega Express available, focusing on our delivery values and best practices

The key driver to this fresh look is the ability to highlight flexibility, recognizing that you might already have your own proven delivery process. You can now easily integrate Pega Express values and best practices into your trusted ways of working. 

Leveraging Pega Express for Successful Customer Decision Hub Projects

Regardless of your solution to achieve your business outcomes, Pega Express is the recommended approach for every Pega project. This blog discusses how Pega Express values and best practices apply to and help Pega Customer Decision Hub™ projects achieve successful outcomes.

Customer Decision Hub and Pega Platform™ projects have many similarities but also some differences. Earlier this year, Larry Haug (Senior Consulting Manager, Pega Consulting, Americas) explained that a key difference between a pure Pega Platform project and a Customer Decision Hub project is the product itself, which is important when thinking about Pega Express values and best practices. 

You can build almost anything from scratch by using Pega Platform. However, with Pega applications such as Customer Decision Hub, you start with an out-of-the-box solution, which you tailor and configure to fit the use cases needed to achieve your business outcomes. As you unpackage the Customer Decision Hub application, you unwrap the values and best practices you need to apply for a successful Customer Decision Hub delivery. With Customer Decision Hub delivery, the emphasis Pega Express best practices and their underlying activities might be the same or differ slightly from that of the delivery of a Pega Platform project. Learn more about how Pega Express delivery values and best practices transcend these differences in focus. 

Focus Areas for Pega Express Best Practices in Customer Decision Hub Deliveries

With the focus of a Customer Decision Hub delivery being primarily about tailoring a pre-packaged solution to achieve the client's goals, our Pega Express best practices resonate through being applied to three specific focus areas. For more information about each best practice, see Pega Community.

First, we have the best practices that facilitate standard project execution, and they are common across all projects: 

  • Business Outcomes
  • Business Value
  • Governance 
  • Change Management
  • Scrum
  • User Experience

Next, we have best practices that help determine and shape the solution:

  • Planning
  • Design Thinking
  • Microjourneys®
  • Minimum Lovable Product roadmap
  • Directly Capture Objectives

Finally, we have Pega-specific best practices that enable rapid design, configuration, and testing: 

  • Low Code
  • Co-Production
  • Diagnostics
  • DevOps, Guardrails and Test
  • Re-Use 
  • Microjourney Accelerators

The difference for Customer Decision Hub projects is that the underlying focus for the best practices that determine the solution and enable rapid design, configuration, and testing vary from a Pega Platform project. The tasks performed to underpin a best practice might differ because of the technology that you use to achieve your goals. 

Empowering Pega Express Values and Best Practices in Customer Decision Hub Deliveries

Ahmed Abdin (Senior Consulting Manager, Pega Consulting, EMEA) explained a good example of this difference in emphasis. Ahmed used the example of the importance of co-production for a Customer Decision Hub delivery. Traditionally, co-production describes the intent to upskill and enable resources in Pega, alongside and as part of a delivery project, to develop expertise within the client's business on the solution and ongoing capability for implementation and operation. However, this work is even more significant for a Customer Decision Hub delivery because it helps with the business readiness activities to help create the right business structure, resources, and capabilities to manage, tweak and execute the actions and treatments. 

Philip Mann (Business Excellence Director, 1:1, Pega) drew my attention to the best practice of Microjourney Accelerators. With products such as Pega Customer Service™, you can take advantage of prebuilt out-of-the-box Microjourneys to help accelerate your deliveries. With Customer Decision Hub, you can accelerate your deliveries by using the prebuilt MLP backlogs (for example, the inbound MLP backlog for Customer Decision Hub) available on Pega Community. For common implementations, these resources take you prescriptively through how to implement the solution to enable a consistent, thorough, yet rapid go-live for the client.

These are examples of where Pega Express values and best practices resonate for Customer Decision Hub deliveries. Still, the underlying emphasis and activities for each best practice might differ slightly from other product deliveries. 

Pega Express values and best practices apply to any Pega project delivery, whether the application is Pega Platform, Customer Service, or Customer Decision Hub. The flexibility of Pega Express means that you can incorporate the values and best practices into any proven way of working and tailor them to support the product and needs of the project. We want you to maximize your Pega investment and build quick, simple, and scalable solutions. The optimum way to achieve this is to use our best practices to achieve business outcomes. Read more about Pega Express values, best practices, and how to apply them to your Pega deliveries. To learn more, visit the related resources links below.

Related Resources

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About the Author

In his role as Senior Director of Pega Delivery, Ralph Booth is passionate about delivering programs. Ralph initially joined Pega as a project delivery lead before moving onto the client innovation team to work on Pega’s delivery approach. Today he supports the EMEA region, helping clients, partners, and Pega professionals deliver great results with Pega Express.

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