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Improving customer experience with Next-Best-Action

Introduced in Pega Marketing™ and Pega Customer Decision Hub™ 8.3, Next-Best-Action Designer version 2 takes a more opinionated approach to defining and managing your Next-Best-Action framework. The new Next-Best-Action Designer provides a more guided and intuitive user experience paired with an underlying sophisticated decision strategy framework to drive personalized experiences across both inbound and outbound channels.

This article describes the Next-Best-Action framework shipped with Pega Marketing™ 8.4 and  Pega Customer Decision Hub™ 8.4. For Pega Customer Decision Hub 8.5, see the Pega Customer Decision Hub User Guide on the Pega Customer Decision Hub product page.

Understanding the Next-Best-Action Designer

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 are offered to which customers, configure how actions are prioritized, and finally when and where Next-Best-Action is triggered. As you use the UI to define various aspects of Next-Best-Action, the system uses the criteria that you enter to build an underlying Next-Best-Action Strategy framework. If you later want to modify this strategy, you can do that from Next-Best-Action Designer simple, transparent interface, instead of by editing the strategy canvas directly.

For a detailed overview of Next-Best-Action Designer, see Next-Best-Action Designer components.

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