Defining and creating customer journeys

Customer journeys are the sum of the experiences that your customers go through when interacting with your organization. Rather than looking at just part of an experience or transaction, the customer journey documents the full spectrum of the customer experience. Customer journeys give you a familiar mental model to manage and work with their creative content. You can create customer journeys directly in Next-Best-Action Designer and map customer actions to different journey stages.

Go to Pega technical documentation to learn more about using customer journeys to influence next best actions. 

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After completing this module, you should be able to:

Practice what you learned in the following Challenges:

Available in the following mission: