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Extending the capabilities of next best action with customized strategies

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In Pega Customer Decision Hub, strategies are the underlying mechanism that determines which action are selected for which customers.

Before the introduction of Next-Best-Action Designer and the Next-Best-Action strategy framework, strategies were configured individually by using the Strategy Builder, or by manually adding shapes to a strategy canvas. In newer versions of the product, this functionality has been superseded by the practices of 1:1 Customer Engagement, embodied within the product through the use of Next-Best-Action Designer. As a best practice, you should configure your customer engagement strategy in Next-Best-Action Designer, as described in Improving customer experience with next-best-action on owned channels.

The following links are provided for reference for users who have already configured custom strategies in an earlier version of their Pega Marketing application.

  • Creating strategies

    You can create new Strategies from the Strategies landing page in the Pega Customer Decision Hub portal.

  • Configuring Pega Customer Decision Hub strategies

    Strategies in Pega Customer Decision Hub are configured in a similar way as in the Pega Platform. For more information, see About Strategy rules. However, Pega Customer Decision Hub provides some additional options.

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