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.”
Pega outlined how the latest features of its Blueprint platform aim to “simplify innovation,” enabling users to transition from app concept to functional app design faster and more comprehensively than any other workflow design tool.
The platform accomplishes this by interpreting an app description and leveraging GenAI to design the essential components within seconds, streamlining outdated legacy processes and enhancing workflow personalization.
GenAI Benefits Move Beyond Personalization
According to Pega, its Customer Engagement Blueprint also drives the following benefits.
Enhanced Cross-Functional Alignment
With the release, stakeholders can map, simulate, and visualize their engagement strategies in real time, enabling quick collaboration with other stakeholders.
This results in less back-and-forth between teams, allowing organizations to respond to CX needs more effectively.
Strategic Multi-Channel Planning
Users benefit from a strategic roadmap that harmonizes multi-channel execution. This helps deliver a “clear and consistent vision” for “meaningful” customer interactions and allows users to simulate how those interactions evolve as customers navigate their journeys.
Consistent Brand Voice
Brands can integrate their organizational data into the Pega Customer Engagement Blueprint to ensure outputs match their unique voice. This creates a more personalized experience for each customer.
Integration with Pega Customer Decision Hub
Clients using Pega Customer Decision Hub can quickly import their blueprints into 1:1 Operations Manager, streamlining change management processes.
This integration allows brands to enhance existing engagement strategies and more efficiently and accurately plan, build, test, and deploy adjustments to their next-best-action strategies.
More News From Pega
Earlier this year, Pegasystems introduced Pega Agent Experience (Pega AgentX).
Pega AgentX can integrate both Pega-native and third-party AI agents, ensuring seamless execution of tasks such as updating customer accounts, processing orders, and filing applications.
Additionally, Pega AgentX offers instant previews of AI-powered workflows, enabling businesses to test and optimize their automation plans before deployment.
