Forrester Total Economic Impact™ (TEI) of Pega Customer Decision Hub
$217M Incremental Revenue (Yearly)
$385M Retained Revenue (Yearly)
$652.1M Three-year incremental revenue from next best experience
$1.2B Three-year avoided revenue loss
15% Reduction in Customer Churn Rate by year 3
Investment Payback within 6 Months
"After the investment in Pega Customer Decision Hub, the interviewees unified their marketing, sales, and services messaging across channels and interactions with customers. Key results from their investments included an increase in incremental profits from next best experience, reduced customer churn, contact center and business user efficiencies, and cost savings from retiring personalization engine tools."
In 2025, Pegasystems commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) Study to examine the potential return enterprises realize from the Pega Customer Decision Hub. Here are some of the results achieved by a composite organization representative of Pega customers interviewed for the study: