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Company: Pegasystems
Company Description: Pega’s software helps the world’s largest, most demanding organizations personalize customer engagement, streamline customer service, and transform workflows across acquiring and onboarding, operations, and exceptions.
Nomination Category: New Product & Service Categories - Business Technology
Nomination Sub Category: Business Technology - Other
 Nomination Title: Pega Customer Decision Hub (CDH)
- Which will you submit for your nomination in this category, a video of up to five (5) minutes in length about the nominated new or new-version product or service, OR written answers to the questions for this category? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video.
- If you are providing written answers for your submission, you must provide an answer to this first question: If this is a brand-new product, state the date on which it was released. If this is a new version of an existing product, state the date on which the update was released:
On December 1, 2021, Pega announced Next-Best-Action Customer Journeys, a new Pega Customer Decision Hub (CDH) feature. On March 22, 2022, Pega announced three new AI-powered capabilities to Pega Customer Decision Hub: Customer Profile Viewer, Action Performance Tracker, and Adaptive Gradient Boosting.
- If you are providing written answers for your submission, you must provide an answer to this second question: Describe the features, functions, and benefits of the nominated product or service (up to 350 words):
Total 331 words used.
Pega Customer Decision Hub helps the world’s largest, most complex brands make millions of decisions per day, for hundreds of thousands of customers, across dozens of channels – all in less than 150 milliseconds. It is an always-on brain that collects data from every interaction as it’s taking place, combines that with the customer’s full interaction history to determine their current context, and then delivers next-best-action recommendations during their moment of need. CDH optimizes customer lifetime value by unifying data, analytics, and channels into one connected experience that predicts customer needs, delivers an optimal customer experience – regardless of the channel – in real time, and personalizes every interaction. Highlights include:
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Next-Best-Action decisioning models. This new capability modernizes traditional customer journeys with AI, intelligent decisioning, and propensity modeling for optimal customer interactions. Marketers can accommodate the changing nature of human behavior and intelligently sense customers’ unique context and needs at any moment, adjust and change their outreach approach in real time, and proactively deliver personalized messages on their preferred channels instead of forcing customers down pre-determined paths.
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Customer Profile Viewer. Customer Profile Viewer lets users deep dive into individual customer’s propensities, behaviors, suppressions, and potential value. They can also explore customers’ omnichannel interaction history to better optimize responses, proactively detect future issues, and simulate next-best-action strategy performance. So whenever and wherever customers choose to engage, Pega ensures their experience is always relevant.
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Action Performance Tracker. The Action Performance Tracker feature helps users proactively monitor offer performance and determine the success of next-best-action recommendations. Automated alerts inform users of anomalies and help prioritize triage, streamlining the troubleshooting process.
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Adaptive Gradient Boosting. Adaptive Gradient Boosting are online learning algorithms that increase predictive accuracy by allowing users to understand the impact of each model feature on overall performance. This helps ensure success before deploying to production for the most relevant, empathetic customer experiences possible. And by only engaging with relevant, hyper-personalized actions, brands earn the opportunity to grow relationships with their customers over time.
- If you are providing written answers for your submission, you must provide an answer to this third question: Outline the market performance, critical reception, and customer satisfaction with the product or service to date. State monetary or unit sales figures to date, if possible, and how they compare to expectations or past performance. Provide links to laudatory product or service reviews. Include some customer testimonials, if applicable (up to 350 words):
Total 350 words used.
Pega CDH enables quick deployment of new strategies to keep pace with ever-changing market conditions and customer demands. Clients typically see 2–3x improvement across the board and achieve a 489% return on investment with:
Empathetic selling. Pega CDH incorporates all available sources of customer data to increase the predictive accuracy and relevance of every experience in real time. Clients using an empathic approach to selling routinely see a 3–6x increase in response/conversion rates and generate an average of $226 million in incremental revenue every year.
The fourth largest bank in the world used Pega across 4 billion digital interactions, successfully personalizing messages and experiences for 70 million customers, which increased customer engagement rates from 3-10x. “Pega helps us deliver personalized conversations at true enterprise scale – spotting patterns from billions of interactions so the customer gets the right message and the best experience.” - Head of Personalization
Proactive customer retention. Pega constantly monitors customer situations for signs of churn. Using this approach, Pega clients routinely reduce churn rates by 10–50% and retain an average of $193 million annually.
A US tier-one carrier serving almost 60 million customers used Pega to achieve 14% reduction in post-paid churn and 800% increase in customer upgrades. "Pega has the brains to help deliver the right treatment to the right customer at the right time. That is very different from traditional telecommunications care. We’re seeing more than double the acceptance of retention offers. That is a big deal."- CEO
Loyalty through preemptive service. Pega identifies customers who are likely in need of service and delivers preemptive messages – resolving issues before they happen. By getting ahead of customer problems, clients typically receive a 10–40-point increase in NPS.
An American multinational automotive manufacturing corporation with over 12 million connected vehicles saw $33 million a year revenue boost from improved conversion rates, profit margins, and customer retention after using Pega. “At every key-turn, we have an opportunity to improve the customer experience… Pega is helping us decision over a million times an hour, and we only expect that to grow.”- Global Customer Experience Executive
- You have the option to answer this final question: Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 63 words used.
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