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Customer Journeys enhancements

Updated on May 13, 2021

Pega Customer Decision Hub is introducing new Customer Journeys, a feature that provides insights into how your customers are interacting with selected aspects of your organization. In Pega Customer Decision Hub version Pega Customer Decision Hub 8.6, Pega has refactored Customer Journeys to better align with the opinionated approach to customer engagement in Next-Best-Action Designer.

You can create Customer Journeys directly in Next-Best-Action Designer and map actions to the different journey stages. Each stage represents an experience that a customer goes through when interacting with your organization. This gives you a single place where you can see all your actions and treatments for a particular journey laid out, so you can easily spot any gaps or white spaces in your engagement strategies.

In addition to this, customer journeys also influence the AI and next-best-action decisions. For more information, see Using customer journeys to influence next-best-actions.

Note: Customer Journeys are available in Pega Customer Decision Hub 8.6 as a Preview Release. The functionality will be further expanded in future releases.
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