Question
Rabobank
NL
Last activity: 25 Apr 2022 6:41 EDT
Customer Journey Usability
Hi,
I am currently doing a POC on Customer Journey in Pega 8.6. I have configured the journey in NBAD Taxonomy, enabled the stage entry criteria and added actions to the stages. I am also able to visualize the actions in Journey visualizer.
But I have few queries related to customer journey:
1) What is it's practical use in CDH applications? I can understand that it will influence the propensity but how will the journey data influence the propensity calculation?
2) What if a customer is eligible for an offer through NBAD scheduled outbound run but the stage entry criteria for a stage in the customer journey which contains the action is not met? Will the action not be sent to the customer?
3) I read in articles that it will help in visualizing where customers are getting stuck and how to remove the bottlenecks from their paths to completion. Does it mean that we should keep liberal stage entry criteria? Also, does customer journey setup of stages and entry criteria influence the decision whether a customer will receive an offer or not from NBAD?
Accepted Solution
Updated: 23 Feb 2022 10:13 EST
Pegasystems Inc.
PL
Hello, thanks for posting these questions. Let me try to help clear things up for you :)
1) The practical use of Customer Journeys is to help provide a mental model to the marketers but your question is more technical. So the data gathered as a part of the Customer Journeys is stored in adequate predictors which are a part of our adaptive models, hence they influence the propensity. You can read more about it here: Understanding how customer journeys influence Next-Best-Actions | Pega.
2) This depends on the "This action is only applicable in a customer journey stage" which can be found in Content>Actions>Your Action>Engagement Policy. If you have that checkbox ticked, no the action will not be sent out. If you leave it unchecked, the action will be offered but not as a part of that customer journey.
3a) Entry criteria should always be adequate for your use case. You can use Customer properties for a liberal entry criteria or use your own strategy for more complex one. It is completely up to you how yow want it to be set up.
3b) Customer Journeys act as an additional context for NBAD to make decisions, so yes they do influence that with the predictors I mentioned in 1).
Hope that answers your questions, please feel free to reach out if you have more.
Hello, thanks for posting these questions. Let me try to help clear things up for you :)
1) The practical use of Customer Journeys is to help provide a mental model to the marketers but your question is more technical. So the data gathered as a part of the Customer Journeys is stored in adequate predictors which are a part of our adaptive models, hence they influence the propensity. You can read more about it here: Understanding how customer journeys influence Next-Best-Actions | Pega.
2) This depends on the "This action is only applicable in a customer journey stage" which can be found in Content>Actions>Your Action>Engagement Policy. If you have that checkbox ticked, no the action will not be sent out. If you leave it unchecked, the action will be offered but not as a part of that customer journey.
3a) Entry criteria should always be adequate for your use case. You can use Customer properties for a liberal entry criteria or use your own strategy for more complex one. It is completely up to you how yow want it to be set up.
3b) Customer Journeys act as an additional context for NBAD to make decisions, so yes they do influence that with the predictors I mentioned in 1).
Hope that answers your questions, please feel free to reach out if you have more.
Also, we're working on enablement content for Customer Journeys! Follow us on twitter to see when it goes live :)
Rabobank
NL
@rettn Thanks a lot for your reply! It really clarified lot of my doubts! Also, I have been working on a PoC on customer journey and through that too, I got many doubts cleared.
Thanks, Chiranjeet Mishra
Capgemini
IT
@rettn, Thanks a lot for you explanation. I have configured a customer journey and added some actions to each stage, but when I open one of these actions, in the engagement policy tab I cannot see the "This action is only applicable when in a customer journey stage" check-box. Do you have any idea why? I'm using 8.6 version
Pegasystems Inc.
PL
@FrancescaI2720 , sorry for getting back to you so late.
That This action is only applicable when in a customer journey stage checkbox became available in 8.7.