Value Finder is a tool in Pega Customer Decision Hub that helps identify and visualize the distribution of under-served customers across different groups. It also highlights opportunities for improvement by pinpointing areas where the engagement policies or strategies can be optimized to better serve these customers. This helps in fine-tuning the next-best-action strategies to enhance overall customer engagement and satisfaction.

Identifying the Requirement:

The bank has chosen an email service provider that prefers receiving customer batches through a cloud storage location on either Microsoft Azure or Amazon S3.

The task is to find out how Pega Customer Decision Hub can integrate with these cloud storage solutions.

Evaluating Pega CDH Capabilities:

Pega Customer Decision Hub provides robust capabilities for integrating with various external systems and cloud storage solutions.

The documentation for Pega CDH supports writing action details directly to cloud storage solutions like Microsoft Azure and Amazon S3, which is in line with modern cloud infrastructure practices.

Process Overview:

Configuration:

Configure the external storage location (Azure Blob Storage or Amazon S3) within Pega CDH.

Action Flow:

Define the action flow to include steps for writing data to the specified cloud storage.

External Integration:

Use built-in connectors or custom integration points to handle data transfer securely and efficiently.

References and Supporting Documentation:

According to the Pega Customer Decision Hub User Guide, you can configure Pega CDH to write action details directly to cloud storage solutions like Microsoft Azure and Amazon S3 (refer to the section on configuring the delivery of multiple treatments and external integration points).

References:

Pega-Customer-Decision-Hub-User-Guide-85.pdf

Pega-Customer-Decision-Hub-User-Guide-86.pdf

Pega-Customer-Decision-Hub-User-Guide-87.pdf​

Next-Best-Action leverages customer lifecycle analysis to anticipate retention issues. By analyzing patterns and trends in customer behavior, Next-Best-Action strategies can proactively address potential retention problems and enhance customer engagement to prevent churn.

 Requirement :

The bank wants to avoid sending promotional emails related to credit card offers to a customer if they have already received one within a limited time period.

 Configuring Suppression Policy :

A suppression policy needs to be defined to prevent over-contacting customers.

Suppression policies automatically put an action on hold after specific criteria are met, such as a customer having already received a promotional email.

This ensures that customers are not bombarded with repeated offers, improving customer experience and adhering to communication limits.

When introducing a new group of offers called Credit cards, valid actions should be specific credit card offers that provide clear value propositions to customers.

Creating Specific Offers :

No Annual Fee Credit Card : This offer targets customers looking to avoid annual fees, making it an attractive option for budget-conscious individuals.

1% Cashback Credit Card : This offer appeals to customers interested in earning cashback rewards on their purchases, adding an incentive for using the card.

Steps to Create Offers :

Step 1 : Navigate to the Next-Best-Action Designer in Pega Customer Decision Hub.

Step 2 : Define the new group " Credit Cards " under the appropriate business issue.

Step 3 : Create individual actions for " No Annual Fee Credit Card " and " 1% Cashback Credit Card, " specifying the details and conditions for each offer.

Step 4 : Configure the engagement policies, eligibility criteria, and treatments for these actions to ensure they are presented to the right customers.

Benefits :

Creating specific and clear offers helps in better targeting and engagement with customers, leading to higher acceptance rates and customer satisfaction.

These offers align with common customer preferences and needs, making them more likely to be accepted.

Example :

U+ Bank creates the " No Annual Fee Credit Card " and " 1% Cashback Credit Card " offers in the Pega Customer Decision Hub. Each offer is configured with specific eligibility criteria and personalized email treatments to ensure relevant customers receive these offers.

References :

Pega-Customer-Decision-Hub-User-Guide-85.pdf: " Creating and managing actions " section.

Pega documentation on " Next-Best-Action Designer and offer creation " .

To configure an ethical bias policy that allows no bias based on gender, use the 0.9-1.11 Rate Ratio:

Understanding Rate Ratios :

Step 1 : Rate ratios are used to detect and measure bias in decision-making processes.

Step 2 : A rate ratio of 1 indicates perfect parity, meaning there is no bias between groups.

Configuring Bias Detection :

Step 1 : In Pega Customer Decision Hub, you can configure bias detection by setting an acceptable rate ratio range.

Step 2 : To ensure no bias based on gender, set the rate ratio to a narrow range close to 1, such as 0.9-1.11. This range ensures that the decisioning process treats different genders fairly, with minimal deviation.

Implementation :

Step 1 : Navigate to the Bias Detection settings within the Decision Strategy framework.

Step 2 : Set the rate ratio to 0.9-1.11 for gender to monitor and enforce non-discriminatory practices in presenting offers.

Example :

MyCo can use this configuration to ensure that their mobile data package offers for students do not exhibit gender bias, providing equal opportunities for both male and female students.

References :

Pega-Customer-Decision-Hub-User-Guide-85.pdf: " Complying with policies or regulations by detecting unwanted bias " section.

 Best Practice for Emails: To ensure that emails load quickly and correctly across various email clients, it ' s best practice to provide links to images rather than embedding them directly or attaching them. This method ensures better compatibility and avoids large email sizes.

 Implementation: Including image links allows the email client to fetch images from a server, ensuring that the email content remains lightweight and is displayed properly.

 Finalization of Action Details :

Finalization ensures that all data from a specific run is written to a file or database.

This step is crucial for preparing the data to be shared with third parties.

 Single Run Data :

Finalizing at the end of each run means the file will only contain data from that particular run.

This approach ensures accuracy and relevance of the data being shared.

 Verification :

The documentation confirms that finalization at the end of each run results in the data being specific to that run.

Business Requirement: The need is to implement risk segmentation rules based on age and credit score.

Decision Table Integration: The decision table can be added to the decision strategy where it will evaluate the credit score and age, and then assign the appropriate risk segment.

Parameter Passing: The decision table within the strategy will use the credit score passed to it as a parameter to determine the segmentation.

References: Pega ' s methodology for incorporating decision tables into strategies for evaluating and segmenting customers based on specific criteria is well documented in the user guides .