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Pega Customer Decision Hub User Guide

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Pega Customer Decision Hub leverages decisioning and AI technology for the purpose of transforming how an enterprise interacts with its customers to be one-to-one, in-context, omni-channel and relevant.

This 1:1 Customer Engagement enables you to take full advantage of every opportunity to interact with a customer by speaking about what is relevant to that customer in the context they are in at that moment, regardless of which channel the interaction takes place on. In most businesses, being relevant also means being empathetic and profitable in the long run. These goals are not at odds but they do require listening carefully and learning from each of those customer interactions.

As some of the largest and most forward-thinking enterprises in the world have leveraged Pega's decisioning and AI technology to achieve tremendous returns, we are pleased to offer a prepackaged opinionated set of best practices for applying this technology in a way that is performance-friendly and practical, both in business and technical terms. Those practices are embodied within the product through the use of Next-Best-Action Designer. To help you map Pega Customer Decision Hub capabilities to your enterprise without starting from scratch, Pega offers accelerator templates for several industries, available on our Pega Marketplace.

In addition to centralized intelligence, Pega Customer Decision Hub also provides the means to activate that intelligence over real-world marketing channels, such as websites, e-mail, SMS, Facebook and Google Ads. Although the product offers first-rate capabilities for executing segment-driven outbound campaigns, the fastest way to create intelligence that can naturally scale out over multiple channels is by using Next Best Action Designer.

Pega Customer Decision Hub encompasses not only the foundational Decisioning technology of the Pega Platform, but also the application of that technology for 1:1 Customer Engagement and the channel connections to activate the intelligence. The product formerly known as Pega Marketing has been incorporated into Pega Customer Decision Hub from 8.5 onwards.

This documentation is meant to not only explain how the product works technically, but to also offer guidance as to which features and functions best represent the future of 1:1 Customer Engagement, as well as advising the reader on which functions lead towards outdated approaches. These documents are a companion to a suite of Pega Academy courses which are designed to impart the philosophy of 1:1 decision making in the context of simple end-to-end scenarios that culminate in a working product. While the courses are not a substitute for this documentation, if you are new to our technology, we invite you to start with Cross Sell on the Web, which teaches the concepts using an inbound channel or Always-On Outbound Customer Engagement, which teaches the same concepts, but with an outbound channel. Pega welcomes you and wishes you well on your path to transforming how your enterprise interacts with your current and future customers to being empathetic and relevant!

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