Product
Pega Customer Decision Hub
Give every customer exactly what they want – before they know they want it – with every interaction.
The seamless marketing solution your business deserves
While other solutions cobble a whole bunch of applications together, our award-winning personalization engine lets you orchestrate real-time experiences for genuine moments of connection wherever you meet your customer.
– Jeroen Dijkstra, Product Manager, Omnichannel Personalization
Let Customer Decision Hub take the work out of Customer Experience
Make every moment count
- Turn more conversations into conversions with experiences tailored to each customer
- Go beyond selling: Earn loyalty with tailored offers, helpful tips, and help in times of need
- Add empathy for more meaningful interactions that build trust and add long-term value
Our predictive AI senses where your customer might go next and then adapts to new information. Sophisticated algorithms prioritize actions based on real-time context, creating experiences that evolve as quickly as your customers do.
Give every customer what they need
- See patterns in customer behavior as they happen and respond instantly
- Let Customer Decision Hub™ be the central "brain" orchestrating billions of interactions across all your channels
- Join the leaders: Forrester named Pega a leader in Real-time Interaction Management (RTIM)
Our multi-layered approach evaluates thousands of potential actions in milliseconds, ensuring customers get exactly what they need, precisely when they need it, across every touchpoint.
Meet them on the web, mobile, email, in-store, and on the phone
- Watch conversion rates climb and customer satisfaction soar (we’ve got the numbers to prove it)
- Create a seamless journey that feels consistent at every touchpoint
- Keep your brand voice consistent by putting Customer Decision Hub at the heart of all your channels
Unlike competitors who treat each channel like a separate business, Customer Decision Hub's unified decisioning engine preserves conversation history and context, eliminating those jarring experiences that make customers question your sanity.
Fine-tune content while capturing big insights with AI
- Learn and adapt based on how customers actually behave, not how you think they might
- Make your communications sharper and more effective in real time
- Gather valuable insights that help you save money while scaling up
Advanced AI capabilities continuously analyze customer interaction patterns and automatically refine content effectiveness, while self-learning algorithms detect subtle shifts in customer preferences and behavior.
Transform every customer moment into an opportunity
- Accelerate conversions with strategies that align marketing and business around personalized customer experiences
- Build lasting loyalty through workflows that define personas and customer journeys for meaningful interactions
- Scale personalization with tools that turn customer insights into actionable engagement strategies
Customer Engagement Blueprint™ revolutionizes how you design customer relationships. Combine expert knowledge with predictive intelligence – so your teams can visualize, implement, and optimize engagement strategies that evolve with your customers' needs in real time.
Change the game for your entire team
For marketing leaders
Prove the value of your programs. Customer Decision Hub isn't just impressive—it's transformative. Don't take our word for it. Here's what the 2025 Forrester Total Economic Impact Report discovered:
- Companies using Customer Decision Hub gained $217M in incremental revenue (yes, million with an M)
- Customer Decision Hub delivers a 40% increase in engagement and 200% improvement in email open rates
- Enterprises saw a 27% increase in online upsell and cross-sell (while competitors struggled for single digits)
For marketing teams
Skip the campaign headaches. Create personalized experiences that speak directly to your customers—without begging Operations for help.
- Build, launch, and measure marketing programs in hours, not months
- Maintain brand voice consistency that would make your CMO weep with joy
- Discover what actually works using rich, actionable data that tells the real story
For customer experience
Know your customers instantly so you can solve problems faster. All the context you need appears right when you need it.
- See the full customer journey the moment they reach out (no awkward "who are you again?" moments)
- Deploy smart next-best-actions that make every conversation count
- Give your agents superpowers to solve issues before customers finish explaining them
For data scientists
Understand what's working in minutes, not months, and watch your value to the business skyrocket.
- Deploy models that analyze customer behavior in real time (no more waiting for overnight batch processing)
- Manage customer data quality at any scale—from thousands to millions
- Track performance across all channels in one place, with insights that drive decisions
How does it all work?
Go deeper on the tools transforming your customer experience
Turn every customer interaction into revenue.
Be there at every step of the customer journey with conversations that meet their needs in the moment.
- Show the perfect offer in the perfect channel using real-time signals (not last week's data)
- Budget by customer, program, account, or product—breaking free from channel-based thinking
- Create journeys that connect and drive measurable business value
Stay three steps ahead of customer churn.
Your AI gets smarter with every click, call, and conversation. Self-learning models don't just collect data—they evolve with it, leveraging our Adaptive Decision Manager to detect behavior changes in real-time and refine predictions as situations evolve.
- Spot customers about to leave before they know it themselves
- Recommend products that feel personally selected, because they are
- Change messaging on the fly when customer context shifts
See the whole journey from end to end.
Get a clear picture of how customers move through each experience – every step of the way, tracking which channels, actions, and treatments are working, turning complex customer data into actionable insights.
- Deploy predictive and adaptive models across your entire business
- Centralize your analytics with one powerful brain
- Build models that are robust, transparent, fair, and empathetic
Make every marketing dollar work harder.
Design and test strategies easily in a centralized interface. Evaluate how different configurations impact performance with an intuitive graphical canvas. Predictive models support decision-making to identify the most effective approaches.
- Let GenAI optimize your content and messaging in real time
- Eliminate marketing waste and poorly timed messages with context-aware channels
- Break down data silos with centralized AI that works across your systems
Turn data into decisions in real time.
Measure what matters to keep improving outcomes in real time. Our sophisticated analytics architecture processes customer data so you can transition from traditional campaign-driven marketing to agile, one-to-one customer engagement.
- Test, learn, and validate your strategies with powerful tools
- Ensure compliance, auditability, and transparency in all data and AI decisions
- Share results with stakeholders through simple, compelling reports
Boost customer connections with Pega Blueprint
Our agentic AI transforms fragmented customer interactions into hyper-personalized experiences that boost conversion by over 25%. Enterprise-ready with plug-and-play integration – your tech team will thank you.
