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Understanding the relationship between Pega Customer Decision Hub, Pega Marketing, and decision management

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Updated on January 19, 2022

Starting in version 8.5, Pega Customer Decision Hub is Pega's main solution for one-to-one customer engagement, combining the features available in previous versions of Pega Marketing and Pega Customer Decision Hub with many new features.

Pega Customer Decision Hub

Pega Customer Decision Hub and Pega Marketing

In versions prior to 8.5, Pega Customer Decision Hub was a one-to-one customer engagement application bundled with Pega Marketing. Some features of Pega Marketing, such as campaigns or microsites, were not available in Pega Customer Decision Hub.

In version 8.5, the two products were streamlined into the new Pega Customer Decision Hub, which now has all the features previously available only in Pega Marketing. Pega Marketing is no longer available as a separate product. If you have a Pega Marketing application, you can easily update it to Pega Customer Decision Hub 8.5. For more information, see Pega Customer Decision Hub Update Guides.

Pega Customer Decision Hub and decision management

Decision management (also known as decisioning or previously, Decision Strategy Manager or DSM) is a Pega Platform capability that provides technology for decision making, such as proposition management, Interaction History, adaptive and predictive models, decision strategies, and other features that Pega Customer Decision Hub builds upon. Decision management is intended for organizations that want to make intelligent, automated decisions in customer service and process automation. For example, in customer service, you can use decisioning to suggest the most relevant set of tasks to a call center agent who is speaking with a customer. In process automation, you can use analytics to route the cases to the right service agent based on the agent's skills and past performance in handling similar cases.

If you built your own marketing or customer engagement application based on the decision management capability of Pega Platform, you can migrate to Pega Customer Decision Hub 8.5 to use Pega's best practice approach to omnichannel one-to-one customer engagement:

  1. Install Pega Customer Decision Hub.

    For more information, see Installation Guide.

  2. Create a Pega Customer Decision Hub application.

    For more information, see Pega Customer Decision Hub Implementation Guide.

  3. In the Pega Customer Decision Hub application, configure the artifacts and settings required to implement next best actions in your organization.

    For more information, see:

  4. Enable your business users to access the Pega Customer Decision Hub portal in order to configure various marketing and decisioning artifacts, such as actions and treatments.
  • Previous topic Pega Customer Decision Hub User Guide
  • Next topic Improving customer experience with next-best-action on owned channels
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