Decisioning in real time? Done.
Deepen relationships and maximize value, every moment, everywhere.
Predict customer needs
Pega’s AI is always on, reading the billions of signals your customers generate and anticipating what they’ll need next.
Personalize every interaction
As customers engage, Pega evaluates all your options in real time, then selects the next best action.
Deliver across channels
Think of our AI as a single brain that connects experiences across inbound, outbound, owned, and paid channels.
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Overview video
Customer Decision Hub easily integrates with your technology stack, so you can make the most of your existing data and technology.
Optimize your marketing stack
Personalize with precision, unify data and channels, increase response rates and boost operational agility.
Key capabilities:
- Digital Personalization
- Generative AI
- Change Management
- Testing and Simulation
Connect your CX across channels, journeys, & LOBs
Deliver relevant perfectly-timed interactions, adapt customer experiences in real-time, predict issues before they happen.
Key Capabilities:
- Next Best Action
- Customer Journeys
- Outbound powered by Inbound
- Agent Assisted Channels
- Paid Media Optimization
Centralize, operationalize, stay agile, and scale
Scale your business with centralized AI, drive strategic data-driven decisions and achieve compliance with global standards and governance.
Key capabilities:
- Real-time Decisioning
- Responsible AI
- Predictive Modeling
- Adaptive Modeling
Key features of Pega Customer Decision Hub
Get value faster with best-practice frameworks
With Pega’s Next-Best-Action Designer, you can configure and control all of your one-to-one decision strategies from a single interface – with best-practice guardrails built right in.
Hyper-personalize every digital touch point
CDH uses digital touchpoint data to personalize and adapt the experience in real-time, based on your customer's changing signals.
Every time a new piece of data comes in, Pega calculates a new next-best-action so whenever the customer lands on the web page or launches the mobile app, their digital experience will be personalized, connected and effortless.
Unleash AI. Jumpstart relevance. Boost conversion.
Hit performance goals, add context to the customer journey and trigger next-best-actions in real-time with AI-powered outbound marketing. Whether your programs are always-on, segmented or trigger-driven, this dynamic approach will help you increase relevance, boost conversions and drive long-term loyalty.
Empower agents with real-time recommendations
Pega’s Next-Best-Action Advisor gives agents contextual insights at the moment they need them, whether the conversation happens over the phone, in the store or branch, or via chat.
Make paid advertising more targeted and effective
Pega’s Paid Media Manager integrates first-party data into platforms like Google, Facebook and LinkedIn, using AI to generate next-best-action audiences and optimize the offer mix and ad spend for each individual.
Generative AI
Use Generative AI to create and refine next-best-action treatments, test and validate high-value customer scenarios, analyze performance and get actionable recommendations.
In addition, the new Customer Decision Hub assistant helps you answer questions about processes or capabilities, and curate best-practice answers from available CDH knowledge stores.
Amanda uses U+ Bank's mortgage calculator, indicating she's in the market to buy a home.
Amanda is 64% likely to respond to a mortgage offer.
A mortgage offer, tailored for her
Presenting an autopay offer will perfectly complement Amanda's new mortgage.
The leader in customer engagement
Find out why Pega ranked #1 in The Forrester Wave, Real-time Interaction Management, Q1 2024.
Get the analyst reportLearn how 489% ROI is possible
Forrester examined the Total Economic Impact™ (TEI) of deploying the Pega Customer Decision Hub.
See the resultsClient case studies
See how leading brands are putting Pega Customer Decision Hub™ to work.
Video
Personalized conversations in real time, at scale
As one of the largest banks in the world, Wells Fargo engages with 70M customers five billion times per month.
Case Study
T-Mobile Centers the customer experience with Next Best Action
See how the company achieved an 8-point increase in NPS with Pega Customer Decision Hub.
Case Study
Air Europa: A commitment to customer centricity
Air Europa grew its loyalty program by personalizing customer interactions.
Technical information
Watch the video
Engage instantly. Revolutionize customer relationships.
When it comes to your customers, a single moment can mean everything. What if you could sense those all-important moments and meet their needs in real time?
Pega Blog
Exploring the modern customer journey
Download the Pega study, “Real-time decisioning, real results”, to learn how the market defines real-time decisioning.
Visualize it now.
Bring a more dynamic strategy to life with 1:1 Customer Engagement Blueprint, an AI Collaboration Tool designed to help users understand, deliver, and grow next-best-action marketing programs.
Try it nowFrequently Asked Questions
Pega collects data from every interaction as it's taking place, then combines that with the customer's full interaction history to determine their current situation.
Pega's next-best-action recommendations balance what's right for the customer with what's right for your business – all within the context of the current situation.
Pega leverages adaptive models to determine what treatment variation will resonate best with Amanda.
Pega's AI is always-on, constantly predicting what Amanda might need next based on signals observed on any channel. That way, her experience is always relevant.