Put your customer at the center

Transcription

1 Put your customer at the center Intelligence, Automation, and Agility for Digital Transformation October 2017 Don Schuerman, CTO and VP, Product Marketing

2 Digital Transformation is hard I believe the auto industry will change more in the next 5-10 years than it has in the past 50." How we can put the customer at the center of what we do so we earn customers for life? It's a very common goal of putting the customer first. Mary Barra GEO, GM but it can be done right. Software that Writes Your Software 2

3 Yes, this is all true There is a new, digital customer They demand a personalized, seamless experience Organizations must digitally transform to meet their demands Digital natives will disrupt the market Every enterprise and every vendor says the same thing Footer (Edit footer for all slides with View > Header & Footer) 3

4 The problem isn t a lack of vision Omni-channel & personalized Learn in real-time with AI Grow share of wallet X Massive programs that fail X Rapid deployment of new silos X Business and IT dysfunction X Millions spent with little impact It s the path to get there Footer (Edit footer for all slides with View > Header & Footer) 4

5 Get REAL

6 CUSTOMER REAL INTELLIGENCE ENGAGEMENT AI for Customer Engagement OPERATIONAL REAL AUTOMATION EFFICIENCY Operational Excellence Delivered BUSINESS REAL AGILITY Software That Writes Your Software

7 the highest reference customer scores for, modeling and predicting customer behavior the best ability to build, maintain and change complex cases THE REAL CRM ALTERNATIVE the best cost-to-value rating of any solution

8 REAL Intelligence

9 64% of companies say they know and understand their customers well. 24% of customers agree. Moments of Truth in Broadband and Telco Survey, 2016

10 OPERATIONS We power end-to-end, omni-channel customer journeys. CUSTOMER DEMANDS MARKETING BUSINESS GOALS SALES AI-POWERED CUSTOMER DECISION HUB CUSTOMER SERVICE Software that Writes Your Software

11 Decision Management AI-Optimized Hardware Machine Learning Platforms Text Analytics & NLP Virtual Agents Speech Recognition Robotic Process Automation Image & Video Analysis Swarm Intelligence Natural Language Generation Biometrics Deep Learning Platforms Semantic Technology Decision Management: A mature technology, it is used in a wide variety of enterprise applications, assisting in or performing automated decision-making. Source: Forrester TechRadar AI Report, 2017

12 AI in Action Next-best-Balances Customer vs Business Needs In Real-Time HTTP Customer Needs Relevant Sales Business Goals Timely Service Contextual Retention Consistent Risk

13 By having personalized, relevant and timely offers, we're able to improve the customer experience. We have seen an uplift of 20 percent in conversion rate. Jo Allen Business Lead, Next Generation Decisioning British Gas

14 REAL Automation

15 The word of the day is robotics

16 You want bots? You got bots! Across the operation in a unified platform. Advise Artificial Intelligence focused on making decisions and discovering opportunities to improve operations Replace Robots executing end-to-end processes Assist Give workers a personal robot assistant to perform rote tasks on their behalf Extend Provide a robotic API to serviceenable legacy systems Engage Interact with customers and users across virtual assistants, chatbots, and automation.

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18 Taking an end-to-end view of the outcome is better than applying a robotic Band-Aid to a particular pain point. OUTCOMES

19 We managed to reduce cost by a factor of four and eliminated 93% of touches. Gilles Leyrat, SVP of Customer and Partner Services, Cisco

20 REAL Agility

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22 TM Software that perfects your software.

23 "Pega s suite of tools enables us to be agile and fast on the front-end and stable and reliable on the back-end. Birgit König, Ph.D., CEO, Allianz Health Germany

24 A proven path from vision to results. REALTIME AI AND NEXT- BEST-ACTION END-TO-END AUTOMATION MODEL-DRIVEN NO-CODE SEAMLESS OMNI- CHANNEL MULTI- DIMENSIONAL POWER CLOUD CHOICE Battle-tested AI technology lets you take the right action at every interaction by crunching millions of data points in real-time. Software that gets work done. Period. Unified Case Management, AI, BPM, and robotics to automates across silos and systems, from start to finish. Forget low-code. Pega writes, tunes, and future-proofs your software all from visual models that business and IT design together. Your customers aren t siloed. Your apps shouldn t be either. Deliver seamless experiences across face-to-face, mobile, and digital channels. Our patented architecture eats complexity for breakfast. Specialize by geography or product. Expand across business lines. Start fast. Scale big. Run your software where you want. Our cloud. Your cloud. A partner s cloud. Or mix and match. We re flexible. UNIFIED ARCHITECTURE We didn t cobble our tech together from pieces of dead companies we build it from the ground-up to be fast and powerful.

25 For over 30 years, we ve powered the world s leading brands Every day, Pega powers millions of automated processes, billions of customer interactions, and trillions of dollars of business. When you drive your car, use your credit card, call for service, open an account, accept an offer there s a often a Pega system on the other end.

26 A proven path to get you to value fast and scale without limits. Rapid Delivery delivers rapid ROI 40,000+ certified professionals globally Agile tools and DevOps baked in Global ecosystem of technology and delivery partners $ Start fast with Quick Wins Get immediate value with our CRM apps and Robotic Automation Connect across silos Eliminate gaps in your business and automate end-toend Omni-channel with ease Expand to mobile, mashup into the web, even add a chatbot Scale across organizations Leverage our patented architecture to reuse and specialize Transform experiences Manage the full customer journey across channels and functions <90 days 120 days 9 months 1 year Beyond

27 One customer interaction you could improve with AI One outcome you could get to faster with automation One dial you could have in your business to make it more agile

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