Telecommunications

A marketer wants to leverage insights from a data science model-based next best action as delivered by Pega Customer Decision Hub for customer engagement. Pega Customer Decision Hub is heavily reliant on customer intent. For example, it takes into consideration customer profile, previous interactions, propensity, and more, as in Interested_In_5G, Interested_in_Unlimited_Dataplan, or Interest_in_iPhone_accessories.

Financial services

A marketer wants to optimize the offers for customers who subscribed or unsubscribed from Pension Plan or Retirement Plan newsletters. Financial services companies can ingest multiple Customer IDs from their own Customer Relationship Management (CRM) systems into Adobe Experience Platform, build segments from their own offline data, and send profiles that are entering and exiting the segments to Pega Customer Decision Hub for next-best-action decisioning in outbound channels.

Pega Customer Decision Hub customers benefit from the AEP Segment membership data leveraging the insights for engagement criteria, and as predictors for adaptive models. The AEP data will enrich already available data and support the decisioning process of Pega Customer Decision Hub in generating next best actions.

Adobe Experience Platform Profile and Segment Membership integration component accepts a standard JSON into the shipped service, and the segment membership data are saved into a relational table in Pega Customer Decision Hub. The data then can be used in the engagement policies, and as predictors in adaptive models to drive next-best-action decisioning.

Expected JSON format for AEP Profile and Segment Membership integration

Example: JSON for AEP Profile and Segment Membership integration component update:

{
    "CustomerID": "CUSTOMER-2029",
    "Attributes": {
        "FirstName": "Bret",
        "LastName": "Goudriaan"
    },
    "Segments": [
        {
            "SegmentID": "5a046580-29ff-4d3a-99ba-05zy03e3853",
            "Name": "Interested in Credit Cards",
            "LastQualificationTime": "20220626T194046.628 GMT",
            "Status": "realized",
            "Version": "3",
            "ValidUntil": "20220925T194046.628 GMT",
            "Namespace": "AAM"
        },
        {
            "SegmentID": "3a046580-29ee-4d3a-99ba-07zy03e3872",
            "Name": "Interested in Deposit Accounts",
            "LastQualificationTime": "20220516T194046.628 GMT",
            "Status": "realized",
            "Version": "3",
            "ValidUntil": "20220815T194046.628 GMT",
            "Namespace": "AAM"
        },
        {
            "SegmentID": "7975610b-caae-4821-91e8-4445ba8aa013",
            "Name": "Interested in Mortgages",
            "LastQualificationTime": "20220129T194046.628 GMT",
            "Status": "exited",
            "Namespace": "AAM"
        }
    ]
}

JSON elements for AEP Profile and Segment Membership integration component

JSON elements used in the AEP Profile and Segment Membership integration component.

CustomerID

Unique ID that identifies a profile.

Segments

List of segments with Segment membership information.

SegmentID

The segment identifier the user belongs to.

Name

The segment name corresponding to the segment ID the user belongs to.

LastQualificationTime

A timestamp of the last time the profile qualified for the segment.

Status

Segment membership status has one of the values:

Existing: The profile was already part of the segment prior to the request and continues to maintain its membership.

Realized: The profile is entering the segment as part of the current request.

Exited: The profile is exiting the segment as part of the current request.

Version

The version of the segment that the profile qualified for.

ValidUntil

A timestamp of when the segment membership should no longer be assumed to be valid.

Namespace

The namespace which the segment membership belongs to.