Pega CRM has proven invaluable in addressing business challenges like hyper-personalization, which is increasingly relevant today. An illustrative scenario involves a banking example where a customer attempts to withdraw money from an ATM but doesn't complete the transaction. Later, when they log into the banking portal or app, the system recognizes their earlier attempt and offers relevant recommendations or options based on that interaction. Similarly, Pega CRM enables geo-specific use cases, such as notifying customers about nearby events or restaurant discounts based on their location. This capability extends across various channels, ensuring consistent and personalized experiences for customers regardless of how they engage with the system. Pega CRM's ability to maintain context across multiple channels is instrumental in delivering such tailored experiences. The AI-driven decision-making capability within Pega CRM significantly impacts our customer interactions by providing intelligent recommendations. This functionality is a pivotal aspect of CRM, enabling seamless integration with call center applications. Through this integration, agents can access recommended options for specific users and identify products of potential interest to them. Moreover, if Pega CRM is utilized for an intelligent call center setup, it comprehensively captures and summarizes all customer-agent interactions, attaching them to relevant cases. Customization of Pega CRM significantly impacts our workflow. Pega CRM provides clear segregation between customizable and non-customizable parts. Business rule components are areas where customization is encouraged, allowing users to add their own use cases, details, and business logic easily. This configurability is straightforward and operates within a local strategy framework.
