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Merkle has been awarded the Customer Decision Hub Award by Pega, the Enterprise Transformation Company™, at this year’s PegaWorld 2025 event in Las Vegas in recognition of its work in delivering hyper-personalised, data-driven experiences for clients in the financial services sector.
This award celebrates Merkle’s long-standing commitment to customer-centric excellence, and highlights its expertise in helping brands unlock the full potential of the Pega Customer Decision Hub.
Recognised for decisioning leadership in financial services
With over 15 years of experience in customer decisioning, Merkle continues to lead the way in applying real-time personalisation, contextual decisioning, and AI-powered insights across the financial services landscape and beyond.
“Congratulations to Merkle for receiving the Customer Decision Hub Award in Financial Services,” said Daniel Österberg-Holm, vice president, global partner ecosystems at Pega. “This achievement highlights their exceptional expertise in leveraging Pega’s powerful capabilities to drive agility and adaptability in decisioning. Together, we are committed to empowering our customers to overcome challenges, achieve digital excellence, and make a lasting impact on the industries they serve. We look forward to our continued collaboration.”
Delivering personalised, contextual experiences at scale
Merkle’s proprietary approach to customer decisioning is built on the principle of the 'segment of one': delivering relevant, personalised experiences in real time, across every customer touchpoint.
Christopher Schyma, chief transformation officer, CXM at Merkle, said:
“At Merkle, we’re proud to expand on the Specialised Partner Status we earned in 2024, and to be further recognised for our deep expertise in the Customer Decision Hub. Having led over 50 successful transformations, this recognition from Pega validates the strength of our team and our ability to deliver real-time, hyper-personalised, and contextually relevant experiences that drive meaningful business outcomes for our clients.”
Helping brands achieve customer-centric transformation
Customer decisioning is a cornerstone of meaningful engagement and long-term customer loyalty. By combining technology, data, and decision science, Merkle helps brands deliver moments that matter, whether that’s increasing retention, deepening relationships, or driving conversion.
To learn more about Merkle’s point of view, read our article: Customer Decisioning: Why it’s Crucial to an Unbound Experience.
Explore more on-demand from the Merkle Decisioning Congress
If you missed our most recent Decisioning Congress, you can now access the full content library on demand. Explore the five stages of the decisioning life cycle and get actionable insights from industry leaders.
Looking to transform your customer experience?
If you're planning to evolve your customer experience strategy, speak to Merkle’s experts about how to activate the power of real-time decisioning.
Frequently asked questions:
What is the Pega Customer Decision Hub?
The Pega Customer Decision Hub is an AI-powered decisioning engine that enables brands to deliver real-time, personalised customer experiences across channels. It uses data and next-best-action models to optimise engagement and improve customer outcomes.
How does customer decisioning improve customer experience?
Customer decisioning improves customer experience by using real-time data and AI to determine the most relevant actions or messages for each individual. This leads to more timely, personalised, and effective interactions that drive customer satisfaction and loyalty.
What industries benefit most from customer decisioning?
While customer decisioning can be applied across many sectors, industries like financial services, telecommunications, retail, and healthcare often see the greatest benefit due to the complexity of their customer journeys and the need for timely, data-driven engagement.
How can I start using real-time decisioning in my business?
To get started with real-time decisioning, you need a clear strategy, high-quality data, and the right technology, such as the Pega Customer Decision Hub. Partnering with an expert like Merkle can help you build a roadmap and implement a scalable, personalised decisioning framework. Get in touch if you’d like to learn more.
About Merkle
Merkle, a dentsu company, powers the experience economy. For more than 35 years, the company has put people at the heart of its approach to digital business transformation. As the only integrated experience consultancy in the world with a heritage in data science and business performance, Merkle delivers holistic, end-to-end experiences that drive growth, engagement, and loyalty. Merkle’s expertise has earned recognition as a “Leader” by top industry analyst firms, in categories such as digital transformation and commerce, experience design, engineering and technology integration, digital marketing, data science, CRM and loyalty, and customer data management. With more than 16,000 employees, Merkle operates in 30+ countries throughout the Americas, EMEA, and APAC. For more information, visit www.merkle.com.