I am a IT guy and I am still very new to Pega Marketing. However, I have much experience in the Chordiant Marketing Director (partial predecessor of Pega Marketing?)
During the course of my first campaign building using Pega Marketing, I find that it is not as user friendly as Chordiant Marketing Director.
1) In Chordiant, you can simply dragged and drop the column into segment (or audience in Pega). However, in Pega, you will need to remember which class, which field to include, by typing. If you do not know the structure, then you can stare blank at the screen, which I have experienced.
2) In Chordiant, after you have created the segment, you can immediately verify the outcome, as the fields to be displayed can be customised easily. However, in Pega, you have a standard report, that display hundred of unnecessary fields. If you want to display only the fields, then you will need to create a report template for it. i.e. if you have 10 campaigns that required different fields, you will need to create 10 different template for the user to use.
3) In Chordiant, we are able to directly upload the HTML file for email, and Chordiant is able to identify if there is any placeholder values to be included. However, in Pega, you will need to copy and paste the whole HTML code, and it will requires the user to put in the placeholder manually.
These are the user friendliness aspect of Pega Marketing, and I am not commenting on the technical setup of the system (there are another list of feedback for the Pega system).
My questions are
1) How can we enable the user to drag and drop the require fields in building of audience in Pega?
2) How can we allow the user to select the fields to be displayed in the audience verification, instead of having have to build new report template for each audience base?
3) How can we enable the uploading of HTML file and Pega can automatically pick up and prompt user of the placeholder required?
We hope to allow the marketing user to build their campaigns instead of relying on us.
Please suggest the above so that we can have more trust and hope in Pega Marketing, otherwise, our marketing user will have more resistance to use this software.
Sorry that your experience has not been to your expectations so far. Can I ask what version of Pega Marketing you are using, because many of the points you reference actually depend on the version and how you are using the capability.
1. For segment criteria selection, it sounds like you are either using a very old version of Pega Marketing or you are using non-visual criteria construction. In newer version of Pega Marketing and in visual criteria construction, you see the full model and you can navigate and select your fields individually. There is no need to search (though search is still available, when navigating the model is still hard)
2. You are correct that we have 'views' for segment verification. We have found that customers typically have a set of verification views that they use over and over, so they create enough views to support their needs and use the right view for verification. Editing any of those views is a simple edit of the view definition (the report), which is available to the user. We do also have future plans to make one-off or quick edits to the views available where re-use of that change is not needed. It sounds like this feature might be something you might be interested in. Let us know if indeed your needs are more one-off edits.
3. HTML for email can be included directly with Pega merge tags and the user does not have to manually include them after. In recent versions of the product, there are also templating features available that were not there in Marketing Director, to allow the Marketer to create a structured email template where they only change fragments of the email and thereby streamlining the editing process and not requiring HTML management for every email. Your marketers may find this workflow easier as well.
Again, sorry that your experience has not been what you expected, but hopefully you see some value in investigating the way you use the product or the version of the product that you are on. Please don't hesitate to keep giving us feedback like this. It helps us identify areas of improvement and communicate the improvements we have made or are planning to make.
I managed to see the popup box for user to choose the fields required in visual mode, but not in non-visual mode. However, I don't think it will be that easy for the user to build complicated queries.
E.g. A AND ((B and C) or (D and E)).
Moreover, when I switch from visual mode to non-visual mode or vice versa, all the conditions created are gone, and I have to rebuild them.
Please refer to Audience.PNG for the building of audience/segment. I can browse through the tables, columns to select the required fields to be filtered on. It is primitive, but at least the user need not have to remember what is the class, etc.
2) For selecting columns to verify the base, please refer to audience1.png, Similarly, I can just drag and drop the required column into the "report template" for verification. When executing the segments, only the 4 columns will be displayed in the report.
3) Please refer to HTML_Upload.png. I can select the HTML file to be used in the email template, and Chordiant will upload it immediately. If there is any Chordiant placeholder, it will detect and highlight to the user at the point of finalixing the campaign.
However, in Pega, I do not see such a choice. The user will need to copy and paste the raw HTML code into the email template, and they will need to know where to edit the HTML code to put in the place holder.
I hope you can see the whole picture better. All these while, 18 years of us using Chordiant, our user is able to build campaign themselves efficiently. With the implementation of Pega, it seems to us that some of the task has to come back to IS, which should not be the direction.
To certain extend, Pega has bought over Chordiant for quite a while, and so the expectation was that the features available in Chordiant should have been implemented/incorporated into Pega, to enhance Pega functionality. However, I do not see such thing happened.
I hope Pega is able to study in depth in Chordiant, and see how the good features can be incorporated into Pega efficiently; instead of "Chordiant is Chordiant, Pega is Pega, you cannot compare them".
7.2.2 is a relatively old version of Pega Marketing and I recommend updating to latest version for continued improvements on usability. Specifically for your points.
1. The non-visual mode is being deprecated over time and all capabilities for usability are planned for visual mode. In recent releases there are more usability improvements that you will likely fine useful.
2. The image you reference is for stored fields. That is not a verification screen, that is a screen to add fields to store in your segment for subsequent use. This concept is not directly relevant in Pega Marketing and the views are the verification mechanism for segment data.
3. You are correct that there is no file upload, but Cut/Paste has been validated by many of our customers as their primary workflow and there is no big difference between cut/paste and upload. We can consider having upload feature as well and I'll review this with the team responsible for this area of the product. As for placeholders, I still don't follow. You can include placeholders in the html you cut/paste. You do not need to do that in the tool as you suggest.
For point (2), I agree that it is not for verification purpose, but to be used in the final result.
Chordiant, like Pega, will create a table to contain the segment base. Unlike Pega, it contains only the required fields, i.e. those fields that are specified. Chordiant is also using the DB login, and hence our user is able to do the query in the backend, and verify the result easily.
In Pega, I saw that the table contains lots of redundant data; 99% of the fields are not required, and a lot of empty fields in the table. Isn't this a waste of resources?
For your question on point 2, Segment tables in Pega Marketing only hold identifying columns and so contain just the minimum data. The views join back to the source (data mart customer records) and pull back just the fields that are configured for the view that the business wants to validate. There is no redundancy/waste.
Thanks for highlighting that. I am looking at the database tables.
Some queries arises:
1) Is batchoutprtest<xxxx> the final output table? If yes, then I may have mistaken it as the base segment table.
2) how can we reduce the columns in this table to reduce the redundancy?
3) What about the table: batchoutpr<xxxx>?
I am trying to understand the underlying structure, so that I can extract out the campaign interaction, instead of pushing the data into a working table for every campaign. This lead to another thread raised by me: Queries related to campaign data
BatchoutXXXX tables are processing tables and you should really not need to know or do anything with these tables. Output tables are marketer defined by DB Templates based on their offer/business logic. These are what you are probably referring to a final output tables, but I'm not sure.
Just to side track a bit on the tracking of campaign, but still on the user friendiness.
In Chordiant, we are able to tell when the next stage of campaign is going to be executed, refer to the screen shot: Overall campaign execution and Individual cycle flow. However, in Pega (Pega Execution), you just see that the campaign cycle is running, but you are not able to tell when the next stage will occurred.
In CMD all stages are sequential however the individual date/timing are all the same because you can't tell when the prior stage will complete. Same is true for for PM - it is sequential and you can't tell when the prior stage will complete. As such, this information is not useful and we only detail when the whole cycles is expected to start. The stage progress is seen as it happens in real-time.
I think you have missed my point. The screen shot that I provided for CMD is as at the campaign execution ~11am. From the screen, I am able to tell when the next execution step will happened at 12noon.
However, in Pega, I can only see that the campaign is running. I can only see that it is running for that cycle, but I am not able to tell when the next step in that cycle will happen.
Multistage campaign is quite common. i.e. first offer --> wait --> no response --> 2nd offer --> wait-->.... Therefore, it will be good for us to know when the next step will occur.
I feel that PM is still very weak for Monitoring and Control the campaign. You may see that it is a blackbox for end user, but to certain extent, a totally black blackbox can be very risky to the IT support. OR, my knowledge is not up to the requirement, do you have any recommendation on the course or documentation on Pege Marketing Support? I am not able to find them at your web sites.