Pega has announced its Pega Customer Engagement Blueprint, a new generative AI-powered solution.
The tool aims to help customer experience practitioners collaboratively design customer engagement programs with "precision, speed, and clarity".
According to Pega, the tool also enables users to better understand, adapt, and grow AI-powered customer engagement across their organizations.
This is timely as, according to Gartner, almost one-third of organizations still find it challenging to incorporate their customer journey maps into their overall customer experience efforts.
Many brands already use more conventional customer journey mapping tooling for this. Yet, most lack adaptive real-time insights and are limited to static journey mapping that doesn’t reflect actual customer behavior.
Pega’s AI Framework a Key Feature
The Pega Customer Engagement Blueprint leverages Pega’s GenAI-powered framework.
On the announcement, Rob Walker, General Manager, and 1:1 Customer Engagement, Pega, stated:
Brands know customer demands are increasing and need fast and engaging personalized interactions to stay relevant.
These personalized interactions allow users to collaborate online, map their vision from data models to brand strategy, and create a “comprehensive roadmap” for customer-centric programs that drive results.
Whether creating a new program or expanding a current one, the tool can design enterprise-grade strategies that simulate what customers will experience with different marketing messages, offers, and programs.
Walker added: "With Pega Customer Engagement Blueprint, any user at any stage in their organization’s customer engagement transformation can map out a robust program and understand how to apply those engagement strategies."
Pega GenAI Blueprint: The Low Down
Pega GenAI Blueprint is a collaborative, AI-infused workflow design tool that helps businesses and IT teams collaborate to quickly design and implement new solutions.
It allows users to define their business priorities, analyze industry best practices, and create optimized workflows.
Users can customize AI-generated workflows, design data, and personas, and preview how these workflows render across different channels.
The goal is to accelerate digital transformation by replacing inefficient systems and creating cloud-ready versions of applications.
Recent updates have paved the way for rollouts of new platforms such as Customer Engagement Blueprint.
The improvements to Pega GenAI Blueprint include a more sophisticated user interface and the ability to create personalized workflows informed by best practices for almost “every scenario imaginable.”
