Customer Decision Hub

Foster customer loyalty and increase customer value to the enterprise—all through one-to-one customer engagement made possible with Customer Decision Hub.

Pega helps global organizations to optimize their customers’ experience by applying intelligence to their interactions and by enabling one-to-one customer engagement, now an expectation for exceptional marketing. One-to-one engagement represents a marriage of customer experience and artificial intelligence, personalizing interactions with your customers and treating every customer as an individual at every touchpoint. Consider it a kind of customer relationship strategy of sorts: taking into account your customer’s preferences and characteristics, one-to-one engagement responds to that customer by delivering the next best action—whenever your customer gives you the chance to do so.

Your Customer Decision Hub Project

When you make the call to proceed with a Customer Decision Hub project, you can expect to consider, and answer, these critical questions:

What’s your vision for the future?
What does success look like?
Where do you start?
How do you get enabled to execute on your own?
How do you ensure you’re getting the most value from Pega?

How Rulesware Helps and Supports

Every Pega Customer Decision Hub (CDH) project by Rulesware has the same purpose: to enable one-to-one customer engagement for the client, synthesizing client strategic goals with Pega capabilities and best practices.

We Customize Our Projects To Meet Client Needs According To A Process That Is:

Clearly Defined

We achieve clarity on your vision and goals, and find the best place to start.

Incremental

We tackle projects in releases of 90 days (or less).

Empowering

We enable the client with Business Operations.

Developing a Strategic Roadmap

We adhere to Pega best practices, always—but this certainly doesn’t mean that we use a cookie-cutter approach to CDH implementation. At Rulesware we work with clients to identify and understand business objectives within their unique vision. In the first phase of the project, we work with you to develop a roadmap consistent with your vision and Pega best practices. If Rulesware is your partner for the implementation of other Pega components, we will ensure that your CDH roadmap fits in the overall strategy.

The Importance of an Incremental Approach

We know that interactions with customers can vary greatly by issue and channel. A customer can, for example, access your website to update their customer profile, call to complain about their latest bill, or walk into a retail store to shop for new products. These components of a customer journey are what Pega calls microjourneys. And because microjourneys can be so unique, implementing one-to-one customer engagement for all possible microjourneys is a significant undertaking, incorporating both business transformation and software implementation. Attempting a “big-bang approach” (that is, a non-incremental approach) introduces three major risks:

Rulesware adheres to the Pega best practice of identifying upfront what microjourney(s) would yield the best value, not just in terms of bottom-line revenue but also establishing the infrastructure and the most effective starting point along the path to one-to-one customer engagement. We then implement each microjourney (or sets of microjourneys) in releases to production of ninety days (or less!).

Empowering Business Users for Business Gains

When we implement any Customer Decision Hub project, we implement a solution—but the solution need not necessarily be a static one. This is because, consistent with Pega best practice, we also implement Business Operations (BusOps), a structured method of managing, developing, testing, and installing business updates to decision logic. This presents a formalized way for business users to be able to modify the software with minimal—if any—IT involvement, translating to better software for the end user.

There are, then, two key ways to add functionality to your Customer Decision Hub: you can either create a project, engaging our team at Rulesware; or for smaller updates, you can implement them as part of Business Operations (BusOps). Unlike other implementers, we always train the client fully on the BusOps process, including any new functions added in a release.