Customer Decision Hub
Experience the Power
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:
We get clear on your vision and goals, and find the best place to start.
We tackle projects in releases of 90 days (or less).
Every objective becomes a KPI on a dashboard.
We empower the customer with business controls tied to KPIs.
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:
- the initial vision won’t stand the test of time;
- there is no value to the enterprise during the lengthy development time;
- there is no real-life (i.e., production) validation of any part of the vision along the way.
Why Verification is Critical
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. Gaining a clear understanding of their vision and goals means that we gain clarity on how, then, to measure each objective, and being able to construct the means to visualize each measurement. The upshot is that every single client objective translates to a KPI, and the measure of each KPI is added to a visually communicative dashboard.
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 we include controls that allow any business user to update the decision logic components. This, in essence, 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 that end user. This option means that there are two key ways to add functionality to your Customer Decision Hub: you can either create a project, engaging our team at Rulesware, or for minor changes, you can control your changes as part of regular “Business As Usual” (BAU) operations. We always train the client fully on the BAU process, including any new functions added in a release. The results: an incremental, iterative process having two feedback loops:
- Release by Release: In addition to new functionality added in a release, the release can exploit any hindsight provided by experiencing functionality previously released.
- The second loop connects the KPI for a business objective to the objective’s BAU adjustment method, allowing business users to change the software in a manner of days.