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Pega Customer Decision Hub Implementation Guide


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Dynamically manage cross-channel conversations from action design to fulfillment, drive revenue, and expand customer lifetime value by implementing Pega Customer Decision Hub.

Pega Customer Decision Hub is a comprehensive customer engagement automation solution that delivers inbound action management and outbound marketing campaigns on a single platform. Pega Customer Decision Hub uses a unique combination of predictive and adaptive analytics, real-time decisioning, and business process management to meet your business needs.

How Pega Customer Decision Hub integrates with your systems

Before you start your implementation, it is helpful to understand how Pega Customer Decision Hub integrates with your data sources and engagement channels, and how the application is structured to support daily operations and change management.

Pega Customer Decision Hub supports multiple connections to data sources and provisioning systems to obtain information about your customers and products, and other data that you use to run your business. The application also integrates with various inbound, outbound, and paid channels to help you engage with customers through marketing campaigns, sales, and support services.

Pega Customer Decision Hub integration with data sources and channels
A diagram shows connections from data sources to CDH and from CDH to inbound,
            outbound, and pain channels

How to use this guide

This implementation guide presents tasks in the sequence in which they are commonly performed. However, the sequence varies based on business priorities. Follow the procedures in this guide to complete the tasks for the first minimum lovable product (MLP) release. Also, use this guide during iterative releases as you configure and extend more features on top of the MLP release.

Intended audience

A project team that implements a Pega Customer Decision Hub application can use this implementation guide to enable and extend the application features to meet your business requirements. The procedures in this guide are intended for system architects who are familiar with Pega Platform and aware of your organization's data model.

Additional resources

To prepare for your Pega Customer Decision Hub implementation, review the following information:

For information about the basic functionality of Pega Customer Decision Hub, Pega Platform, and business change management, see the following courses:

For information about the supported browsers, see Pega Platform Support Guide Resources.

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