CWIN CAPGEMINI WEEK OF INNOVATION NETWORKS. Always on Customer Engagement: Real AI at work with PEGA. Roberto Lei Italy Country Manager Pegasystems

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1 Always on Customer Engagement: Real AI at work with PEGA Roberto Lei Italy Country Manager Pegasystems Matteo Bonati Insurance Delivery Partner Capgemini CWIN Capgemini Week of Innovation Milano 2018 CWIN CAPGEMINI WEEK OF INNOVATION NETWORKS

2 2 Do you know AI?

3 Top 10 Hot AI Technologies AI-Optimized Hardware Decision Management Machine Learning Platforms Text Analytics & NLP Virtual Agents Swarm Intelligence Natural Language Generation Speech Recognition Biometrics Image & Video Analysis Robotic Process Automation Deep Learning Platforms Semantic Technology Source: Forrester / Tech Radar AI Technologies (2017) 3

4 OPERATIONS SALES Engage with offers of value MARKETING Optimize sales revenue Execute on your promises AI-POWERED CUSTOMER DECISION HUB CUSTOMER SERVICE Satisfy and serve ONE always-on AI brain Coordinated intelligence across functions Coordinated intelligence across channels Consistent messages & decisions 4

5 Next-Best-Action Balancing Every Engagement, In Real-Time HTT P CUSTOMER NEEDS RELEVANT SALES BUSINESS OBJECTIVE S TIMELY SERVICE CONTEXTUAL RETENTION CONSISTENT RISK 5

6 The New Standard For Customer Engagement Never Starts or Stops: It s Always-On PREDICT Their Interests, Value, and Loyalty PERSONALIZE For Each Individual and Context DELIVER In Moments Of Need ADAPT To Their Changing Situation And you can decide how much TRANSPARENT or OPAQUE it is: 15

7 Pega delivers Digital Transformation without limits Pega Marketing Real-time AI to acquire, retain, and deepen relationships Pega Sales Automation AI guidance makes sellers, partners, and agents effective Pega Customer Service Deliver efficient, omnichannel service Customer Engagement Pega Platform Build and change apps 8X faster with no code Scale without limits Built-in DevOps, CI/CD, and Agile tools Digital Process Automation Artificial Intelligence AI-powered insights to continuously improve and adapt Digital Process Automation Automate work and outcomes from end-to-end Robotics and AI Apply robotics and intelligence across the enterprise

8 CWIN Digital transformation at work with Pega: Insurance & Healthcare example CAPGEMINI WEEK OF INNOVATION NETWORKS

9 The business disruption The challenge in Insurance and Healthcare industry From a once-a-year purchase to an ongoing valued partnership to make life better From selling products to tailoring integrated services From industry silos to service ecosystem From Risk Mitigation to Risk Prevention & management From Minimal Customer Engagement to Always On Customer Engagement

10 Bringing personalization & performance to Insurance & healthcare Improved Operational Efficiency Customer Engagement Digital Process Automation i.e. Leveraging Pega in 40 programs across the enterprise, UHG s 100,000 Pega users streamline operations & personalize service for ~100M members & physicians A 65% reduction in cycle time! Pega Marketing Sales Automation for Healthcare Customer Service for Healthcare Pega Care Managem ent Pega Foundation for Healthcare Product Composer System Claims Automation Mobile Sales and Enrollment i.e. Enrollment app built on the platform extended to mobile tablets that enabled 35% decrease in agent time to completion of app

11 Next-gen digital platform DIGITAL HEALTH PLATFORM DIGITAL ENGAGEMENT SERVICES Multi-country & -program Health Application with regular Upgrades Patient Engagement team from onboarding, monitoring, experience to analytics Pay per patient Healthcare Business Platform Engage in Patient Success! 11

12 Digicare connects the Patient with the Care team HCP Experience o Key information o Patient daily life understanding o Engage with peers o Mobile App + Web portal Engagement Voice, SMS, Chat, Video Chatbot, Speech Recognition IVR Patient Experience o Digital Care pathway o Mobile App + Web portal o Home Assistants, connected devices Nurse Experience o Follow-up, Outreach, Support o Enrollment o Care pathway customization, goals

13 The best experience with the patient at the heart o Track the patient s daily life o Provide the patient with high-value continuous experience o Engaging but medically meaningful: check points, care pathway o Tailored to each specific treatment: steps, goals, and rich media content

14 Platform architecture - simplified

15 Success story - a dedicated platform to enable a Big pharma to deliver PSP as a service for any brand in any territory Multiple Pathologies 4 active programs 2018 Roadmap: +2 Delivery model Communauties elearning Drug good usage HCP Patient journeys Disease information CARE TEAM Call center ONE PATIENT EXPERIENCE Personalization GP Reminders Enrollment Pre enrollment Remote Monitoring Coaching Videos Global platform en roadmap 2018 One stop shop BUILD ROLLOUT Pilot C try 1 C try 2 Mob apps RUN Quiz END-TO-END SOLUTION FIX PRICE + +5 million eligible patients 8 apps 13 programs 12 countries