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Improving customer experience with next-best-action on owned channels


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Next-best-action provides personalized decisions based on predictive and adaptive analytics, and traditional business rules such as engagement policies, contact policies and arbitration. You can define next-best-action decisions and requirements which apply to the whole organization, or to specific business issues or groups.

Next-Best-Action Designer is organized according to the high-level workflow which is needed to fully configure next best action for your organization. Follow the workflow to define the business structure for your organization, implement channel limits and constraints, define the rules that control which actions you offer to which customers, configure how actions are prioritized, and finally specify when and where you want to trigger Next-Best-Action. As you define various aspects of Next-Best-Action, Pega Customer Decision Hub builds an underlying Next-Best-Action Strategy framework based on your criteria. If later you want to modify this strategy, you can do that from Next-Best-Action Designer's intuitive, transparent interface, instead of by editing the strategy canvas directly.

You can quickly import them by using a predefined template, or configure them manually.

Importing next-best-action settings from a template

To speed up and simplify the process of implementing next-best-action, Pega provides predefined templates that contain next-best-action settings commonly used by organizations in the Communications and Financial Services industries. For more information, see Importing Next-Best-Action settings from a template.

Configuring next-best-action settings manually

You can tweak each relevant part of next-best-action settings to match the requirements of your organization. For more information, see the following topics:

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