Pega unveils AI tool for enhanced customer engagement
Recent findings from Gartner indicate that nearly one-third of organisations encounter difficulties in integrating their customer journey maps into their broader customer experience strategies. Despite the widespread use of customer journey mapping tools, many organisations do not utilise real-time insights, instead relying on static methods that do not accurately capture customer behaviour.
To address this issue, Pega has introduced the GenAI-powered Pega Customer Engagement Blueprint. This tool is designed to assist practitioners in marketing, customer experience, and AI in crafting precise, swift, and clear customer engagement programmes. It facilitates users at any point in their customer engagement transformation to construct a comprehensive programme and understand how to implement their strategies organisation-wide.
The Pega Customer Engagement Blueprint employs Pega's AI framework, enabling users to collaborate online and transition from data models to brand strategy while establishing a roadmap for customer-focused programmes. This generative AI-powered tool aims to enhance engagement strategies, offering scalable AI capabilities for improved adaptability and delivery.
Rob Walker, General Manager of 1:1 Customer Engagement at Pega, commented, "Brands know customer demands are increasing and need fast and engaging personalised interactions to stay relevant. Pega Customer Engagement Blueprint enables organisations to effortlessly visualise and simulate engagement strategies for any scenario across all channels and apply them in the real world. This helps brands quickly adapt and meet customers wherever they are on their journeys, resulting in stronger and more profitable customer relationships."
The Customer Engagement Blueprint offers optimised AI-driven personalisation and journey orchestration. Utilising this tool, brands can quickly visualise customer journeys and refine strategies with fresh offers and capabilities. Whether instituting a new programme or enhancing an existing one, the tool assists in designing enterprise-level strategies that simulate customer experiences across various marketing messages and programmes.
Key benefits of the new tool include improved cross-functional alignment, allowing stakeholders to simulate and share engagement strategies in real time, minimising delays between teams. Users can create tangible marketing artefacts instantly through a dynamic visual experience, ensuring marketing treatments align with shifting parameters.
The Customer Engagement Blueprint supports strategic multichannel planning, providing a roadmap for consistent multichannel execution and refining customer interactions as they evolve throughout their journeys. Moreover, it aids in maintaining a coherent brand voice by integrating organisational data to produce consistent brand-aligned outputs.
The tool integrates with the Pega Customer Decision Hub, allowing Pega clients to quickly incorporate their blueprints into the 1:1 Operations Manager, enhancing change management processes. This capability elevates existing strategies, enabling brands to efficiently plan, test, and deploy next-best-action strategies.
Ryan Jessop, Senior Vice President and CXForward Business Unit Head at Coforge, said, "Pega Customer Engagement Blueprint represents a significant leap forward in how businesses can engage with their customers. This tool will empower marketing and AI practitioners to design and execute customer engagement strategies with unparalleled precision and scalability. Pega Customer Engagement Blueprint enhances organisations' ability to deliver personalised experiences at scale and helps ensure our clients can stay ahead in an increasingly competitive market. We anticipate this having a transformative impact on our customers' marketing programmes."
