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Extending the capabilities of next best action with customized strategies

Suggest edit Updated on October 29, 2021

In Pega Customer Decision Hub, strategies are the underlying mechanism that determines which action are selected for which customers.


Before the introduction of Next-Best-Action Designer and the Next-Best-Action strategy framework, strategies were configured individually by using the Strategy Builder, or by manually adding shapes to a strategy canvas. In newer versions of the product, this functionality has been superseded by the practices of 1:1 Customer Engagement, embodied within the product through the use of Next-Best-Action Designer. As a best practice, you should configure your customer engagement strategy in Next-Best-Action Designer, as described in Improving customer experience with next-best-action on owned channels.

The following links are provided for reference for users who have already configured custom strategies in an earlier version of their Pega Marketing application.

  • Creating strategies

    You can create new Strategies from the Strategies landing page in the Pega Customer Decision Hub portal.

  • Configuring Pega Customer Decision Hub strategies

    Strategies in Pega Customer Decision Hub are configured in a similar way as in the Pega Platform. For more information, see About Strategy rules. However, Pega Customer Decision Hub provides some additional options.

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