PegaWorld iNspire 2022: Evolve from Next Best Offer to Next Best Experience (Presentation)

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Customer loyalty isn’t about great offers or flashy ads. It’s about constantly building deeper connections and being relevant every time a customer interacts with your brand. To earn their trust, you must evolve beyond the sales-first engagement model and commit to what people really need. In this session, Simon Esland from Merkle and Matt Camuso from Pega will showcase:

• The key problems with today's sales-first engagement model
• The challenges that organizations typically face when evolving from offers to experiences
• How brands are applying the next-best-experience approach in the real world
• How to pivot from selling to serving to retaining to nurturing – all within the same experience
• How those capabilities drive massive customer retention and incremental sales benefits