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Understanding the relationship between Pega Customer Decision Hub, Pega Marketing, and Decision Strategy Manager

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Starting in version 8.5, Pega Customer Decision Hub is Pega's main solution for 1:1 customer engagement, combining the features available in previous versions of Pega Marketing and Pega Customer Decision Hub with many new features.

Pega Customer Decision Hub and Pega Marketing

In versions prior to 8.5, Pega Customer Decision Hub was a 1:1 customer engagement application bundled with Pega Marketing. Some features of Pega Marketing, such as campaigns or microsites, were not available in Pega Customer Decision Hub.

In version 8.5, the two products were streamlined into the new Pega Customer Decision Hub, which now has all the features previously available only in Pega Marketing. Pega Marketing is no longer available as a separate product. If you have a Pega Marketing application, you can easily upgrade it to Pega Customer Decision Hub 8.6. For more information, see the Pega Customer Decision Hub Upgrade Guide on the Pega Customer Decision Hub product page.

Pega Customer Decision Hub and Decision Strategy Manager

Decision Strategy Manager (also known as DSM) is a Pega Platform capability that provides decision management technology such as proposition management, Interaction History, Adaptive Decision Manager, decision strategies, and other features that Pega Customer Decision Hub builds upon. Decision Strategy Manager is intended for organizations that want to use decisioning in customer service and process automation. For example, in customer service, you can use decisioning to suggest the most relevant set of tasks to a call center agent who is speaking with a customer. In process automation, you can use analytics to route the cases to the right service agent based on the agent's skills and past performance in handling similar cases.

If you built your own marketing or customer engagement application based on Decision Strategy Manager, you can migrate to Pega Customer Decision Hub 8.6 to leverage Pega's opinionated best practice approach to omni-channel 1:1 customer engagement:

  1. Install Pega Customer Decision Hub. For more information, see the Pega Customer Decision Hub Installation Guide on the Pega Customer Decision Hub product page.
  2. Create a Pega Customer Decision Hub application. For more information, see the Pega Customer Decision Hub Implementation Guide on the Pega Customer Decision Hub product page.
  3. In the Pega Customer Decision Hub application, configure the artifacts and settings required to implement next best action in your organization. For more information, see:
  4. Enable your business users to access the Pega Customer Decision Hub portal in order to configure various marketing and decisioning artifacts, such as actions and treatments.
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