The Challenge

Enabling real-time decisioning and personalized customer touchpoints.

To address the challenges of managing multiple lines of business while delivering personalized customer experiences, the corporation partnered with Credera to implement a robust Pega Customer Decision Hub (CDH) solution. As the largest general insurance group in Australia, the firm required a scalable solution that could withstand a large consumer base and ensure long-term viability for future growth.

The Solution

Enhanced customer data management and automated decisioning.

With a comprehensive approach, we integrated Pega’s advanced capabilities, enabling the company to create a unified decisioning system that supports both banking and insurance products. The implementation included seamless integrations with various digital marketing and campaign management tools, ensuring zero downtime for future upgrades and a cohesive customer experience across all channels.

The deployment of Pega CDH and Pega Decisioning Engine facilitated several critical micro journeys, enhancing the corporation’s ability to deliver personalized and timely customer interactions.

Key integrations included in the project:

• Customer Data Platforms (CDPs)

• Verint

• Genesys

• Adobe Experience Cloud

The Results

Transforming customer engagement and operational efficiency.

As a result of our partnership and the implementation of Pega CDH, the company saw the following impacts:

• Unified decisioning solution: Architected a single CDH “brain” to support multiple lines of business

• Seamless integrations: Integrated with various customer data platforms and digital marketing tools

• Enhanced decisioning: Configured the Pega Decisioning Engine to support five initial Next Best Conversations (NBCs)

• Automated testing: Created over 500 test cases, ensuring robust and reliable system performance

• Data ingestion automation: Fully automated data ingestion with the corporation’s data pipeline

• Improved customer experience: Delivered personalized communications across multiple channels, enhancing customer satisfaction and loyalty

• Increased revenue: Leveraged dynamic personalization to support the business model, driving revenue growth