Question
Future Proof AI
US
Last activity: 14 May 2024 14:59 EDT
Taxonomy for a clothing retail client
In my current project we are currently implementing CDH for a retail clothing client and I am trying to find a generic example of how the issues and groups are structured in the taxonomy.
Has anyone implemented CDH for a clothing specific business ,maybe? The initial action list we got for MVP1 is mostly focused on discounts and I did categorize them based on discount type but I will love to see an example as guidance. I could not find anything on the Pega Marketplace as a template.
Accepted Solution
Updated: 21 May 2024 9:40 EDT
Pegasystems Inc.
DE
Implementing Customer Decision Hub (CDH) for a retail clothing client involves structuring issues and groups in a way that aligns with the business's objectives and customer engagement strategies. Though the nature of the business is significantly different from usual CDH customers the same idea for taxonomy still holds. Having analysed various taxonomy at one of the customers the result can be still described as non-product (or product group) focused. Here is possible taxonomy structure (Issue/ group names removed)
- Brand management
- One-off marketing activities (campaigns) aimed at increasing the visibility of the brand through online ads, social media campaigns, and influencer partnerships.
- Customer Retention
- Initiatives to re-engage inactive customers with email campaigns and special offers.
- Programs to reward loyal customers with loyalty programs, exclusive discounts, and thank-you notes.
- Customer Acquisition
- Promotions encouraging customers to download and use the retail app, such as app-only discounts.
- Specific initiatives or partnerships designed to attract new customers.
- Engagement
- Exclusive offers and early access to sales for customers who opt-in to marketing communications.
Implementing Customer Decision Hub (CDH) for a retail clothing client involves structuring issues and groups in a way that aligns with the business's objectives and customer engagement strategies. Though the nature of the business is significantly different from usual CDH customers the same idea for taxonomy still holds. Having analysed various taxonomy at one of the customers the result can be still described as non-product (or product group) focused. Here is possible taxonomy structure (Issue/ group names removed)
- Brand management
- One-off marketing activities (campaigns) aimed at increasing the visibility of the brand through online ads, social media campaigns, and influencer partnerships.
- Customer Retention
- Initiatives to re-engage inactive customers with email campaigns and special offers.
- Programs to reward loyal customers with loyalty programs, exclusive discounts, and thank-you notes.
- Customer Acquisition
- Promotions encouraging customers to download and use the retail app, such as app-only discounts.
- Specific initiatives or partnerships designed to attract new customers.
- Engagement
- Exclusive offers and early access to sales for customers who opt-in to marketing communications.
- Customer Experience
- Special promotions and celebrations for holidays, customer birthdays, and other significant dates.
- Content marketing, such as blog posts, videos, and social media posts, to educate and inspire customers about the latest trends and products.
- Customer Service
- Keeping customers informed with accurate and timely information about products, policies, and services.
- Providing guidance through FAQs, how-to guides, styling tips, and product tutorials.
- Ensuring excellent customer service through support channels like live chat, email, and phone.
- Sales and Promotions
- Leveraging data to offer personalized product/product categories suggestions.
- Seasonal sales, clearance events, and exclusive discount offers.
- Real-time notifications and alerts for flash sales, new arrivals, and special promotions.
Last business issue will hold information about all discounts. Since it turned out that various discounts share same contact policies, engagement policies and other constraints it had been decided to use one business issue for simplicity. Most of the discounts can remain in one business group only. It may turn out that discounts may be part of retention issue too, though this wasn't the case for that client. Retention/Acquisition did not share same offers with Sales/Discounts group.
Updated: 14 May 2024 14:59 EDT
Future Proof AI
US
@seng1 Thank you Gregory for your response ...I was thinking in the same way as you described above except my discounts offers are across different issues and groups.
Much appreciated for the quick reply.
Bits in Glass
IN
Implementing Customer Decision Hub (CDH) for a retail clothing client involves structuring business issues and groups to organize customer interactions effectively. Let’s break down the process:
Implementing Customer Decision Hub (CDH) for a retail clothing client involves structuring business issues and groups to organize customer interactions effectively. Let’s break down the process:
1. Business Issues: Business issues represent the aspects of your business on which you want to engage customers. Each business issue corresponds to a specific purpose behind the actions you offer to your customers. For example, actions aimed at retaining existing customers should be grouped under the business issue of Retention, while actions focused on acquiring new customers belong to the business issue of Acquisition. 2. Business Groups: Business groups organize customer actions into categories within each business issue. For instance, under the business issue of Acquisition, you can create groups for products like Credit Cards, Mortgages, or Personal Loans, intending to offer these to potential new customers. Together, business issues and groups form the organizing structure for your customer interactions. Implementation Steps: Log in to the Pega Customer Decision Hub portal as a user with the CanManageNBA privilege (usually granted to managers and administrators). Navigate to Next-Best-Action Designer > Taxonomy. Click Edit to configure business issues and groups: Add an issue: Click Configure and either enable an existing issue or create a new one (e.g., Retention). Optionally, provide a short description for the issue. Add a group: Click Configure groups and enable an existing group or create a new one (e.g., Credit Cards). Optionally, add a short description for the group. Save your changes to finalize the next-best-action business structure.
While I couldn’t find a specific template for clothing businesses on the Pega Marketplace,