Skip to main content

         This documentation site is for previous versions. Visit our new documentation site for current releases.      

Improving customer experience with next-best-action on owned channels

Updated on August 4, 2022

Next-best-action provides personalized decisions based on predictive and adaptive analytics, and traditional business rules such as engagement policies, contact policies and arbitration. You can define next-best-action decisions and requirements which apply to the whole organization, or to specific business issues or groups.

Pega Customer Decision Hub

Next-Best-Action Designer is organized according to the high-level workflow which is needed to fully configure next best action for your organization. Follow the workflow to define the business structure for your organization, implement channel limits and constraints, define the rules that control which actions you offer to which customers, configure how actions are prioritized, and finally specify when and where you want to trigger Next-Best-Action. As you define various aspects of Next-Best-Action, Pega Customer Decision Hub builds an underlying Next-Best-Action Strategy framework based on your criteria. If later you want to modify this strategy, you can do that from Next-Best-Action Designer's intuitive, transparent interface, instead of by editing the strategy canvas directly.

You can quickly import them by using a predefined template, or configure them manually.

Importing next-best-action settings from a template

To speed up and simplify the process of implementing next-best-action, Pega provides predefined templates that contain next-best-action settings commonly used by organizations in the Communications and Financial Services industries. For more information, see Importing Next-Best-Action settings from a template.

Configuring next-best-action settings manually

You can tweak each relevant part of next-best-action settings to match the requirements of your organization. For more information, see the following topics:

  • Previous topic Understanding the relationship between Pega Customer Decision Hub, Pega Marketing, and decision management
  • Next topic Understanding Next-Best-Action Designer basics

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us