Pega CDH Masterclass

Explore the Pega customer decision hub architecture for real-time omnichannel AI-powered decisioning that collects data and delivers 1-to-1 actions across channels.

Access the Pega CDH cloud via Pega Academy, initialize a Pega instance, log in, and explore the customer decision hub, NBA designer, and Prediction Studio, App Studio, and Dev Studio.

Learn how the next best action in Pega CDH delivers real-time, 1-to-1 personalized offers by combining customer context, 360-degree profiles, and AI-driven decisioning across channels.

Compare traditional campaigns with next best action, highlighting real-time, behavior-triggered offers. Show how NBA focuses on customer needs, personalizes by real-time profiles and AI, delivering omni-channel, real-time relevance.

Create a CDH application in Dev Studio by guiding a bank-focused setup, data model, and rule sets, and explore using Cassandra for real-time decisioning.

Explore the NBA designer as the control center for next best action, defining goals and delivering the right offer to the right customer at the right time.

Define your audience with a context dictionary in Pega CDH, using primary, secondary, and associated contexts, then configure data in App Studio to enable real time, personalized offers.

Pega arbitration ranks real-time offers to select the next best action by filtering with eligibility, applicability, and suitability, then scoring with propensity, context, business value, and business levels.

Understand how business taxonomy, a core component of the next best action designer, uses a three-level hierarchy—issue, group, and action—to organize offers, decisions, and AI decisioning across channels.

Explore how Pega defines actions, including always-on (promotional, transactional, mandatory) and one-time actions, and deliver them through channels as impressions and click-throughs, guided by engagement policies and next best action.

Learn to create actions in bulk with a CSV template, define issue, group, name, label, and proposition status, and rename actions to offers in the Next Best action designer.

Fetch the best offer on the account page via real time containers using the next best action, and record impressions and click-throughs to optimize personalized offers.

Discover how engagement policies filter hundreds of actions into the right offers using eligibility, applicability, and suitability, with arbitration selecting the single best next action for each customer.

Define eligibility, applicability, and suitability rules in the next best action designer, building group and action level engagement policies for credit card offers based on age and credit score.

Learn to create contact policies in Pega CDH to manage outreach frequency by using impression and click history to suppress single actions or entire groups for defined windows.

Learn how to boost offers in Pega by using business levels in arbitration, set a 40% boost for the rewards card, and validate outcomes with the customer profile viewer.

Create a decision strategy in Pega Creator that combines customer data, an AI model, and prioritization to determine the next best action, using a scorecard for real-time eligibility.

Create a decision strategy, compute printing cost from base plus five times letter count, then filter by average using a decision table on customer data and prioritize actions by propensity.

Understand how a scorecard uses predictors and a combiner function to produce a raw score and a segment result for loan approvals and prioritizing actions.

Build a scorecard to calculate a customer's credit score and determine mortgage loan suitability using a sum combiner and predictor expressions.

Create and integrate a scorecard-based decision strategy in Customer Decision Hub, using the scorecard model to classify suitability and filter credit card offers in engagement policy.

Explore how Pega decision hub uses decision strategies, event strategies, data flows, and AI models to deliver real time data driven decisions and a personalized offer.

Create a churn-propensity prediction within a decision strategy to route customers: churn triggers retention offers, loyal routes to credit card offers, with testing in prediction studio and real-time top offers.

Explore always-on outbound engagement via email and other channels, prioritizing offers, applying contact policies, volume controls, and third-party delivery to boost click-through and engagement.

Learn how to configure outbound offer emails in Pega Customer Decision Hub using Next Best Action Designer, email treatments, and scheduling to deliver targeted credit card offers.

Define and qualify audiences in a customer decision hub using segments, eligibility, applicability, and suitability, with a hierarchical segment structure guiding next best action decisions for personalized outbound engagement.

Explore email treatments in Pega CDH, comparing internal and external options, designing, personalizing, and sending via SMTP or third-party providers, with placeholders, templates, and testing.

Explore two contact policy types in Pega CDH: customer contact limits and suppression policies, configured in the Next Best Action Designer to prevent outreach fatigue and maximize customer lifetime value.

Explore volume constraints in Pega CDH Masterclass, detailing action, channel, and property constraints and the modes individually for each action and returning any action that does not exceed constraint.

Achieve agility in customer engagement by empowering business teams to quickly adapt messages, offers, and scripts with Pega 1 to 1 operations manager, without coding or IT delays.

Explain the change management process in Pega Cloud, covering enterprise and business changes, the four-stage software cycle (development, integration, testing, deployment), and environments for safe, agile production updates.

Explore how the business operations team drives fast, structured change management in Pega 1 to 1 Operations Manager by aligning business users, team leads, and next best action specialists.

Outline the lifecycle of a change request in Pega customer decision hub—from plan to deploy—where business users submit requests, build and test decisioning artifacts, and deploy with deployment manager.

Learn change request types in pega cdh masterclass, including high and low volume changes, how to create or update actions in boe, and deploy via standard or fast track releases.

define and apply a brand voice that reflects your company's personality and values, ensure consistency with style guidelines, and use Pega Jane AI to tailor content across channels.

Learn to create global directives in Pega 1 to 1 operations manager to define your brand voice with categorized guidelines and an approval workflow ensuring on-brand, compliant content across channels.

Master the brand voice creation in the pega cdh masterclass by defining attributes, selecting issues and groups, and testing with global directives.

Discover how to submit a change request for a new action in pega 1 to 1 operations manager, from planning to build, test, validate artifacts, and deployment.

Learn how business users update existing actions through a guided change management process, editing engagement policies, treatments, and action details within Pega 1 to 1 operations manager.

Update existing actions in bulk by using bulk edit to apply availability changes and a 30 percent business rating to rewards plus and premium rewards cards, ensuring consistency and efficiency.

Explore how to implement a low-volume change in Pega 1 to 1 operations manager by creating an other category change request for group level engagement policy with credit score threshold.

Learn to handle low volume changes with manual revisions in revision management, creating change requests in 1 to 1 operations manager and updating credit score decision strategies in CDH.

Deploy changes to production by queuing revisions, merging them into the deployment pipeline, generating release artifacts, and testing by selected operators before activating for all.

Manage both standard and fast track changes with revision management in Pega 1 to 1 operations manager, deploying planned updates via standard releases and urgent fixes via fast releases.

Implement a fast release change request by creating, editing, ranking, assigning artifacts, validating, and deploying a fast release pipeline, then test a customer profile in web inbound mode.

Create personalized treatments using Pega Jane AI across email and web channels, generating AI content and visuals for treatments in a 1 to 1 operations manager.

Create one time actions to deliver batch communications to all or selected customers at a specific date and time for urgent, time-sensitive updates outside regular schedules.