A customer journey should always be driven by the customer themselves in real-time. With traditional journey building software, the outcomes are pre-determined. Because Pega’s Customer Decision hub is powered by artificial intelligence, it is constantly ingesting customer signals in less than 200 milliseconds and using that data to make decisions about how to interact with that customer in the moment. If a customer changes direction, CDH re-factors that incoming information and presents the Next Best Action to the customer.