Robust governance and process are critical to driving a successful BaU (business as usual) operating model. In these sessions, Mark Davies, Sr. Director, Business Excellence, 1:1 Customer Engagement leads a panel of Pega experts including
in discussing how organizations can set up CDH governance, identify roles and responsibilities, and implement processes required to ensure successful BaU operations. The sessions also demonstrate the use of Value Finder and Scenario Planner to support these operations.
Watch a replay of either session below, the content in both is the same. The presentation is posted below and Q&A from the sessions can be found in the replies to this post. Please continue the discussion there by replying to the appropriate topic or replying to this post to add a topic!
Can we include any CDH rule for BAU changes using 1:1 ops manager e.g Data flows, Data transforms, Section rules, or paragraph rules used in treatments?
BaU refers to business as usual or the ongoing operations after go live. It is actually not “as usual” because a digital transformation has taken place! But this should become the new normal.
You can define the propensity threshold. If offers for a customer fall below the threshold, then the customer will be counted as underserved. By default, Value Finder assigns a threshold of the bottom 95%, but this value can be customized if required.
Eligibility is defined as when you will be eligible to get an offer (e.g. You need to be 18+ for getting a credit card). Applicability is defined as when a specific action/offer can be made to a customer (e.g. location based offers, customer meets account balance criteria etc.). Suitability ensures empathy in the actions (e.g. you don’t want to offer loan or a credit card to someone with bad credit).