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{{New request |Version=8.5|Request to Publish=Yes |Description=Integration with Adobe Campaign Classic|Applications=Customer Decision Hub|Capability Area=financial service, communications, insurance|Curator Assigned=Klara Iwaszko }} ==Introduction== The integration of Pega Customer Decision Hub™ and Adobe Campaign Classic is based on Pega’s best practices. The best practice enables Customer Decision Hub to be the center for customer interactions. It connects the decision-making process for outbound messages to customer data used for all other channels to ultimately deliver the next best action, message, or conversation to the customer. In doing so, the full customer context, like browsing behavior on digital properties, previous service interactions, and customer propensity, are balanced with the strategic business goals to optimize every customer interaction regardless of channel. From a 1:1 standpoint, Pega Customer Decision Hub leverages the latest available data to evaluate the best message to send to each customer rather than creating a series of segments based on pre-defined business criteria. Customer-specific determination of the best message enables the business to develop a series of journey actions or offers (named '''Actions''') and manage them with strategies that include visibility and configuration of eligibility criteria, contact policy, and constraints from within the Nest Best Action Designer. This approach enables dynamic orchestration of fluid customer journeys while establishing guardrails and controls to ensure the message is not arbitrarily confused or disjointed. In this model, a decision is made in real-time based on business criteria as translated into a set of strategies that evaluate customer eligibility combined with customer relevance using adaptive learning models. Pega Customer Decision Hub also recommends the best collection of experiences and content (named '''Treatments''') inside the message based on the business criteria. For example, outbound email messages are compiled by selecting a template that manages the overall structure and layout of the message and then sets the specific experiences and content to populate the system. This approach requires a standard data model, data structure, and file structure to be established and invoked between Pega Customer Decision Hub and Adobe Campaign Classic to transmit decision data and interaction history data that is updated in the customer's interaction history record. Adobe Campaign Classic workflows help to establish these patterns, and translations between the data model of Pega Customer Decision Hub and the needs of Adobe Campaign Classic can be managed in the Data Flow of Pega Customer Decision Hub. [[File:Adobe_Campaign_Classic-Pegasystems_CDH_integration.png|alt=Pega Customer Decision Hub integration with Adobe Campaign Classic]] == Integration Details == === Incorporate Pega Next-Best-Action into Adobe Campaign Classic outbound communications === ==== Pega Customer Decision Hub Activities ==== When a decision is needed from Pega Customer Decision Hub based on either a scheduled event or an isolated event detected based on data input, Pega Customer Decision Hub will: * Process the request and any contextual data contained in it * Load possible actions and treatments; filter based on eligibility and engagement rules * Execute appropriate models to determine the best set of actions and treatments * Arbitrate results of model calculations in conjunction with business priorities using defined levers for action prioritization * Select the best template option for the message based on the business-defined strategy and model output * Select the best set of actions and treatments to populate the message * Transmit the message configuration to AWS S3 ==== Adobe Campaign Classic Batch Activities ==== Templates for outbound email messages are maintained within Adobe Campaign Classic; experiences and content are either uploaded into Adobe Campaign Classic or created in Adobe Experience Manager and referenced in Adobe Campaign Classic-managed templates. Message templates for outbound communication can be maintained within Adobe Campaign Classic. These templates must be uniquely identified so that Pega Customer Decision Hub can reference the correct template when making its decision. Adobe Campaign Classic accepts batch file uploads from external decision systems. Pega Customer Decision Hub can be configured to create a batch file in AWS S3 that can be imported into Adobe Campaign Classic. An Adobe Campaign Classic workflow should be created to automate the import of data from AWS S3 on a specified regular cadence. A workflow template should use a load file to define the import structure, which serves as the mapping of standard Pega Customer Decision Hub output into the acceptable format to Adobe Campaign Classic. Then, the workflow can process the data through a series of steps and update the Adobe Campaign Classic database to ensure that the messages can be orchestrated and transmitted. Once the structure and file outputs are defined, secure file transfer protocol support can move the file from the Pega Customer Decision Hub instance to AWS S3. The workflow can be automated to poll AWS S3 periodically and initiate the import process when new data from Pega Customer Decision Hub is available. === Sharing interaction history === By updating Pega Customer Decision Hub with the context of outbound activities and Adobe Campaign Classic with the context of inbound activities, both have a richer dataset to work with and understand what has occurred in other channels for the same individual, be they prospects or existing customers. Contextual data will be used to enhance and further optimize marketing and related business activities that can continue to occur. The result of the integration should be that Pega Customer Decision Hub and Adobe Campaign Classic bidirectionally share updates of interaction history. The transmission of interaction history is only required if there is no centralized enterprise interaction history to which both applications are publishing and subscribing interaction histories.  If that is already the case, then this integration is not necessary. For example, once a message is transmitted from Pega Customer Decision Hub to Adobe Campaign Classic, data collected around the message and the customer's interaction must be sent back to Pega Customer Decision Hub to update its interaction history record. The record's update ensures that the message's context (for example, offer attributes, channel, treatment) and customer response (for example, acceptance, click, ignore) are considered for the next interaction.   ==== Pega Customer Decision Hub Activities ==== Outbound activities that are executed by Adobe Campaign Classic should be added on a scheduled basis to the Pega Customer Decision Hub Interaction History. When this happens, models supporting inbound decisions will have the context of what has occurred from an outbound standpoint and leverage that data to determine the next best action for an individual. An extract file is created in Adobe Campaign Classic. Once the extracted file is made, a '''Transfer File''' activity can be used within the same Adobe Campaign Classic workflow to upload the file to a location for Pega Customer Decision Hub to ingest. This workflow can be automated once configured to run on a specified schedule. Once the file is defined and transmitted, a '''Data Flow''' can be configured within Pega Customer Decision Hub to ingest the file from the landing zone and process it. The flow will map the data from the file to the customer's interaction history in the Pega Customer Decision Hub database based on the unique customer identifier provided in the file. The flow can be configured to run on a specified schedule. ==== Adobe Campaign Classic Activities ==== Adobe Campaign Classic creates interaction history export files using an '''Extract File''' activity within a campaign workflow to define the contents and structure of the file. It is essential to include a unique customer identifier that will map to the unique customer identifier in Pega Customer Decision Hub so that customer data from Adobe Campaign Classic can be connected to the customer record in Pega Customer Decision Hub. It is essential to set up processes to update the interaction history within Adobe Campaign Classic with interactions recorded by Pega Customer Decision Hub. The activities enable the Adobe Campaign Classic database to have the context of decisions and actions during inbound activities to use with outbound marketing activities. Within Adobe Campaign Classic, a workflow is established that uses a '''Transfer File''' activity to retrieve a file exported from Pega Customer Decision Hub and prepare it for ingestion in Adobe Campaign Classic. Once the file is retrieved, a '''Load File''' activity is configured to map the file's data into the Campaign database schema. Finally, once the Load File activity is complete, the '''Update Data''' activity is used to write the database's updates based on the individual customer. To generate the file from Pega Customer Decision Hub for Adobe Campaign Classic to import, Pega Customer Decision Hub offers a Data Flow concept as the mechanism for importing and exporting data as part of decision processing. A Data Flow can be established to output interaction history and associated decisioning data for a specific customer, map it to the format defined for import into Adobe Campaign Classic. The flow can then transmit the data to the landing zone for the campaign's workflow activities ingest and process it. ==Use case examples== === Example of outbound communication driven by Pega Customer Decision Hub next best actions === A U+ Bank marketer wants to utilize next best action capabilities to identify customers with the highest likelihood to respond to targeted emails. The likelihood will be determined using the most up-to-date customer profiles and behavior. The marketer has configured the next best action that will run daily. The next best action is configured to use propensity, context weighting, action value, and business levers to prioritize offers. The next best action will determine if Adobe Campaign Classic will deliver an offer to a customer by using email channel or, if targeted previously, whether it should no longer be considered a next best action. A data flow configured by a technical user will record the next best actions in a data store that Adobe Campaign Classic can access. The marketer has created a credit card campaign email and an associated email campaign in Adobe Campaign Classic. The campaign will access the data store with the next best actions to determine who should receive the targeted email. Adobe Campaign will collect contacts and responses to the offer and record them in a data store that Pega Customer Decision Hub can access. === Example of coordinate outbound and inbound communications === A U+ Bank marketer wants to utilize all channels to deliver checking, savings, and credit card offers. The marketer wants to optimize for maximum likelihood of response by coordinating the delivery of offers across inbound and outbound channels. A web page and a call center system are configured to deliver a targeted offer determined by a Pega Customer Decision Hub’s next best action. A technical user has configured a data flow that will record the next best actions in a data store that Adobe Campaign Classic can access. A technical user has configured an Adobe Campaign Classic workflow to retrieve the last next best action records from the data store and place them in a data table accessible by campaigns. The workflow is configured to execute weekly. An outbound email campaign has been designed in Adobe Campaign Classic to reinforce offers through the app and call center. Adobe Campaign Classic will use the records of Pega Customer Decision Hub’s next best actions in the data table to determine whether the targeted email should be sent to a customer. Adobe Campaign will collect contacts and responses to the offer and record them in a data store that Pega Customer Decision Hub can access. ==Process/Steps to achieve objective== === Configuring email delivery based on Pega Customer Decision Hub Next Best Actions === Note: The following examples and instructions assume the installation of the Pega Customer Decision Hub sample application. # Confirm that the recipient or customer data used in Pega Customer Decision Hub and Adobe are the same sources. If not, ensure a mapping between the subject ID in the data source of Pega Customer Decision Hub (primary context) and the recipient ID in the Adobe Campaign Classic data source. # Configure Next-Best-Action Designer to determine next-best-actions. The IDs of the action should be the same as delivery codes used in Adobe Campaign Classic’s campaigns. The next best actions can be schedule-based or executed in reaction to an event and can be influenced by journey orchestration. # Based on the example, ''AdobeActionsOutput_CDHSample'', construct a data flow in Pega Customer Decision Hub that will output the next best action results into an AWS S3 repository. The dataflow is primarily configured to * Identify customers that have next best actions associated (''Data-pxStrategyResult'') * Match subject ID with recipient ID in Adobe Campaign Classic (''PegaMKT-Data-AdobeRecipients'') * Filter data to customers with associated next best actions and an recipient ID in Adobe Campaign Classic (''AdobeOutput_sample'') Configure to execute the data flow periodically. [[File:Figure_1_Full_AdobeActionsOutput_CDHSample_data_flow.png|alt=AdobeActionsOutput_CD sample data flow|frameless]] The example data flow creates the following output file in S3:[[File:Pic 3.png|thumb|An example output file in AWS S3 created for the described data flow.|alt=An example output file in AWS S3 created for the described data flow.|none]] [[File:Figure 3 AdobeActionsOutput CDHSample detail, part 2.png|thumb|''AdobeActionsOutput_CDHSample'' detail, part 2|alt=AdobeActionsOutput_CDHSample detail, part 2|none]] [[File:Pic 5.png|thumb|''AdobeActionsOutput_CDHSample'' detail, part 3|alt=AdobeActionsOutput_CDHSample detail, part 3|none]] {| class="wikitable" |'''Recipient''' |'''Direction''' |'''Channel''' |'''ActionId''' |'''ActionName''' |'''Arbitration Score''' |'''InteractionID''' |- |'''95589''' |Outbound |Email |ChristmasOffer2020 |ChristmasOffer2020 |0.5 |2643759353811180000 |- |'''1129268043''' |Outbound |Email |DecOffers2020 |DecOffers2020 |1 |2643759353811180000 |- |'''107888''' |Outbound |Email |DecOffers2020 |DecOffers2020 |1 |2643759353811170000 |- |'''95568''' |Outbound |Email |ChristmasOffer2020 |ChristmasOffer2020 |0.5 |2643759353811170000 |- |'''95581''' |Outbound |Email |ChristmasOffer2020 |ChristmasOffer2020 |0.5 |2643759353811180000 |} {| class="wikitable" |'''Recipientid''' |'''pxIdentifier''' |'''Issue''' |'''Group''' |'''SubjectID''' |- |'''95589''' |/Banking/CreditCards/ChristmasOffer2020 |Banking |CreditCards |CID-1009-AID2-483 |- |'''1129268043''' |/Banking/CreditCards/DecOffers2020 |Banking |CreditCards |CID-1042-AID2-255 |- |'''107888''' |/Banking/CreditCards/DecOffers2020 |Banking |CreditCards |CID-1045-AID2-15034 |- |'''95568''' |/Banking/CreditCards/ChristmasOffer2020 |Banking |CreditCards |CID-1043-AID2-15035 |- |'''95581''' |/Banking/CreditCards/ChristmasOffer2020 |Banking |CreditCards |CID-1051-AID2-53 |} '''Note''': Subject ID and Recipient ID will be the same if both, Pega Decision Hub and Adobe Campaign Classic, use the same source. 5.     Create a table in Adobe Campaign Classic to represent the actions selected by Pega Customer Decision Hub. The table will look like the example below: [[File:Pic_6.png|alt=Example Adobe Campaign Classic table|frameless]] 6.     Create a technical workflow in Adobe Campaign Classic to periodically populate the table created in step 4 with the actions stored in the AWS S3 repository populated by Pega Customer Decision Hub data flow. [[File:Pic 7.png|thumb|Example Adobe Campaign Classic technical workflow|alt=Example Adobe Campaign Classic technical workflow|none]] 7.     Create a campaign workflow in Adobe Campaign Classic for email delivery. The workflow will deliver an email that represents an action determined by Pega Customer Decision Hub. This email is only sent to the recipients recommended to receive the email based on the actions selected by Pega Customer Decision Hub (step 2). Use the attribute <code>action ID</code> to determine if the email associated with the action should be sent or not. [[File:Figure 7 Example Adobe Campaign Classic campaign workflow.png|thumb|Example Adobe Campaign Classic campaign workflow|alt=Example Adobe Campaign Classic campaign workflow|none]] [[File:Pic 9.png|thumb|Recipient details from Pega Customer Decision Hub|alt=Recipient details from Pega Customer Decision Hub|none]] '''Note 1:''' For the campaign workflow to use the action and recipient data output by Pega Customer Decision Hub, ensure that the delivery code of campaign workflow is set to the action ID in Pega Customer Decision Hub. The action ID will be used to identify the recipients for the delivery and feed the delivery and tracking logs used to populate the interaction history in Pega Customer Decision Hub. '''Note 2:''' If Pega Customer Decision Hub recommends multiple actions, each action will need to be represented by a separate email delivery in Adobe Campaign Classic. The deliveries can be in a single workflow or multiple workflows. [[File:Pic 10.png|thumb|Campaign delivery configuration|alt=Campaign delivery configuration|none]] ==== Configuring sending contacts and response to Pega Customer Decision Hub ==== 1.     Create a recurring technical workflow in Adobe Campaign Classic to export the delivery logs. The logs will be parsed to retrieve the email deliveries for the recipients of the actions recommended by Pega Customer Decision Hub. [[File:Pic_11.png|alt=Technical workflow for export delivery logs|none|thumb|Technical workflow for export delivery logs]] [[File:Pic 12.png|thumb|Details of data parsed from the delivery log|alt=Details of data parsed from the delivery log|none]] Example file output from the delivery logs is shown on the figures below: [[File:Pic_13.png|alt=Example file output from the delivery - example 1|frameless]][[File:Pic_14.png|alt=Example file output from the delivery - example 2|frameless]][[File:Pic_15.png|alt=Example file output from the delivery - example 3|frameless]] 2.     Create a recurring technical workflow to export tracking logs for the recipients of the actions recommended by Pega Customer Decision Hub. [[File:Pic 16.png|thumb|Technical workflow to export tracking logs|alt=Technical workflow to export tracking logs|none]] [[File:Pic 17.png|thumb|Details of data parsed from tracking log|alt=Details of data parsed from tracking log|none]] Example tracking log output: [[File:Pic_18.png|alt=Example tracking log output - example 1|frameless]] [[File:Pic_20.png|alt=Example tracking log output - example 2|frameless]] [[File:Pic_21.png|alt=Example tracking log output - example 3|frameless]] 3. Use the examples ''ImportIHFromAdobe'' and ''ImportTrackingLogsFromAdobe'' to create data flows in Pega Customer Decision Hub to import the tracking and delivery information into interaction history. The data can be utilized in subsequent contact rules and model training. [[File:Pic 22.png|thumb|''ImportIHFromAdobe''|alt=ImportIHFromAdobe|none]] [[File:Pic 23.png|thumb|''ImportTrackingLogsFromAdobe''|alt=ImportTrackingLogsFromAdobe|none]] ==Results== === Performance Metrics === The following performance metrics are based on an unoptimized deployment of Pega Customer Decision Hub. Performance can be improved in real-world deployments where the cluster deployment and configuration have been optimized to meet the specific needs. For performance metrics, we assume Pega Customer Decision Hub has been deployed on a cluster with the following configuration: {| class="wikitable" ! colspan="2" |Assumed cluster deployment configuration of Pega Customer Decision Hub: |- |# of data flow nodes |5 |- |# of data flow threads / node |5 |- |# total threads in cluster |25 |} In such configuration, the average per customer processing time for executing next-best-action strategy, including the data flow to export next best actions to Adobe Campaign Classic, is 300 milliseconds, with 2.5 decisions/second per thread. When executing in batch, this would result in the following execution times: {| class="wikitable" | colspan="2" |'''Number of customers''' |'''Approx. total time in Minutes''' |'''Approx. total time in hours''' |- |100 Thousand |100,000 |'''27''' |'''0.45''' |- |1 Million |1,000,000 |'''267''' |'''4.45''' |- |5 Million |5,000,000 |'''1,333''' |'''22.22''' |} === Scheduled Next Best Action Demo === Note: The following demo assumes Pega Customer Decision Hub sample application and the integration example package. # In Pega Customer Decision Hub, go to '''Portal''' → '''Next-Best-Action''' → '''Designer''' # Select the '''Channels''' tab # Click '''Edit''' # Click on the '''Gear''' icon next to Recurrence area in the primary schedule section and choose a future date-time for the Start. # The starting population is configured as ''AllCustomers'', and that the segment will be refreshed as part of the run. # Click '''Save''' # In the Recurrence area , click the '''More''' icon, and then select '''Run''' to run the schedule[[File:Pic_24.png|alt=Configuring primary schedule for outbound communication in Pega Customer Decision Hub|none|thumb|300x300px|Configuring primary schedule for outbound communication in Pega Customer Decision Hub]] # Trigger the data flow ''AdobeActionsOutput_CDHSample'' to populate S3 with the next best actions. # In Campaign Classic, execute the workflow to parse the S3 instance. # In Campaign Classic, execute the campaign to deliver the email === Triggered Next Best Action demo === '''Note:''' The following demo assumes Pega Customer Decision Hub sample application and the integration example package. # Trigger the event, ''ServicesEvent'', by using HTTP service as below: ## <code>http://<host>:<port>/prweb/PRHTTPService/PegaMKTDataMktEvent/Services/HandleMktEvents?EventName=<EventName>&CustomerID=<CustomerID></code> # The HTTP service request was processed correctly if the following response is returned: [[File:Pic_25.png|alt=HTTP service request was processed correctly message|none|thumb|HTTP service request was processed correctly message]] 3. Trigger the data flow ''AdobeActionsOutput_CDHSample'' to populate AWS S3 with the next best actions. 4. In Adobe Campaign Classic, execute the workflow to parse the AWS S3 instance. 5. In Adobe Campaign Classic, execute the campaign to deliver the email.

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