PEGA 101 AI, AUTOMATION, AGILITY. Product and Technology Overview

Transcription

1 PEGA 101 AI, AUTOMATION, AGILITY Product and Technology Overview

2 And now for something completely different Pega Overview Why clients chose Pega? What makes our technology different? The Pega Platform Pega Customer Engagement Apps and it will look a little different, too.

3 Today s Speakers Don Schuerman CTO & VP, Product Marketing Ying Chen Head of Product Marketing, Pega Platform Jeff Nicholson VP, CRM Product Marketing

4 Your challenge isn t a lack of vision Omni-channel & personalized Learn in real-time with AI Grow share of wallet Automate for efficiency X X X X Massive programs that fail Rapid deployment of new silos Business and IT dysfunction Millions spent with little impact It s the path to get there

5 The Leader and Growing Non-GAAP Revenue ($MM) $683 $750 $593 #1 in Case Management #1 Real-Time Interaction Mgt $348 $421 $462 $511 $126 $162 $212 $ # 1 in BPM Leader in Customer Engagement Pegasystems has the strongest ability in, and received the highest reference customer scores for, modeling and predicting customer behavior, and for communicating the next action All ratings represent most recent analyst reports Gartner, Magic Quadrant for the CRM Customer Engagement Center, 2017

6 WHY PEGA?

7 Because our technology is different really different. UNIFIED PLATFORM SOFTWARE THAT WRITES YOUR SOFTWARE REAL TIME AI AND NEXT- BEST-ACTION END-TO-END AUTOMATION CLOUD CHOICE BUILD FOR CHANGE We didn t cobble our tech together from pieces of dead companies we build it from the ground to be easy to use and future-proof. Forget low-code. Pega s AI writes, tunes, and futureproofs your software all from visual models business and IT design together. 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 automate everything from start to finish. Run your software where you want. Our cloud. Your cloud. A partner s cloud. Or mix and match. We re flexible. We help you build for speed, enterprise scale, and inevitable change. Wrap you legacy systems no rip & replace. Extend geographically or to other business lines...no problem.

8 Because we can get you to value fast and scale without limits. Rapid Delivery gets you agile ROI 40,000+ certified professionals globally Best practices for reuse, scale, and ongoing performance One product in the branch Start with adaptive analytics and build your foundation Add a digital channel Expand to mobile or web, add additional products Add outbound $ Add paid acquisition Bring 3 rd party Put the brain at the channels into play for center of your outbound consistency and marketing optimized spend Channel-less engagement Manage the full customer journey across channels and function <90 days 120 days 9 months 1 year Beyond

9 Because for 30 years we ve powered the word s leading brands. 8 of the Top 10 Credit Card Issuers 8 of the Top 10 Global Banks 6 of the Top 10 Communications Providers 10 of the Top 10 Largest Healthcare Payers 7 of the Top 10 Insurance Companies 8 of the Top 10 Life Science Companies 300M Serviced Constituents a Day

10 Because we re never shelf-ware. We deliver tangible value. Fast. Marketing We re seeing more than double the acceptance of retention offers. That is a big deal. Sales Pega delivers that next best action, putting the best opportunities right in front of our agents. Customer Service Reduced cost by a factor of four eliminated 93% of touches. That equates to saving two million hours of wait time for our customers. IT & Operations Agile and fast on the front-end and stable and reliable on the backend.

11 A LITTLE BIT MORE ABOUT OUR TECHNOLOGY

12 Software that writes your software From slow, disconnected code To future-proof visual designs 6.4X faster than coding. 8X faster to change.

13 Our platform is unified Intelligence and Automation Common data model Single engine Single development environment X X X Wiring components together Performance bottlenecks Inconsistent patches You are entering a no Frankenstack zone A software company, not a holding company.

14 Real AI in real-time Proven AI, laser-focused on customer engagement Predict the next-best-action Learn in real-time Respond proactively in the moment Turn data into value 24/7/365 fuels cross-functional, real-time interaction management for hundreds of millions of customers. Real-time Interaction Management Wave, 2017 One unified brain No Frankenstack. A single brain to deliver a consistent experience. Proven to scale More than a cartoon. Real AI that touches billions of interactions daily. Transparent and trusted Your business and your customers can see how and why decisions are made.

15 End-to-end automation Powered by case management, BPM, and robotics Increase efficiency Deliver seamless experiences Eliminate complexity Reduce training 321% ROI. 75% productivity improvement. Total Economic Impact (TEI) Study, 2016 Power to get work done Quick results from robotics, with end-toend transformational power Power to simplify Patented layered architecture destroys silos and drives reuse Power to extend Wraps and renews existing systems

16 Real Cloud Choice Our cloud. Or yours. Use the cloud that fits your needs Eliminate lock-in protect your future! Optimize cost Move seamlessly between models Many enterprises are not convinced that a multitenant, cloud/saas-only product will scale, integrate with real-time legacy systems or have the low latency required. Magic Quadrant for the CRM Customer Engagement Center, 2017 Pega Cloud Engineered for the enterprise. Your fastest path to value. Customer and partnermanaged clouds Leverage your existing investments. Maintain 100% Control.

17 Engineered for the enterprise PILOT WEST EAST FRENCH US VERSION 2 CANADA VERSION 2 Continuously Improve US NORTH AMERICA CANADA UK EUROPE Specialize by Customer, Product, Geography & Channel ENTERPRISE WIDE Reuse PEGA APPLICATIONS & PLATFORM

18 THE POWER OF THE PEGA PLATFORM

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20 Case Management Rules and Policies Case Data Content Sub-Cases Case Subjects Tasks Case Business Objectives Processes & Dependencies Case Events Collaboration Dynamic Case Management What you need to get work done

21 Case Management Rules and Policies Case Data Content Sub-Cases Case Subjects Tasks Case Business Objectives Processes & Dependencies Case Events Collaboration Dynamic Case Management

22 Case Management Rules and Policies Case Data Content Sub-Cases Case Subjects Tasks Case Business Objectives Processes & Dependencies Case Events Collaboration Dynamic Case Management

23 Lifecycle Definition

24 Lifecycle Definition Case Lifecycle Parallel processing Data Processes Survey Sub-cases Wait Shape Single Approval Robotic Automation Cascading Approval Components Federated Case Notifications Smart Shapes Ad Hoc Case Collaboration

25 Capture data 23

26 Orchestrate processes

27 Orchestrate processes

28 Manage ad-hoc work 25

29 Manage ad-hoc work 25

30 Manage ad-hoc work 25

31 Manage ad-hoc work 25

32 Engage participants Applicant Recruiters Interviewers Hiring Manager Approver

33 Empower collaboration

34 Empower collaboration

35 Empower collaboration

36 Robotic Automation to simplify Enabling user readiness: Launch in Context, Customer 360 View, Alerts, Offers Desktop Assistant Streamline activity completion: Auto-notes Process Accelerators / Guidance: Click and go

37 Robotic Automation that Automates

38 Insights for the Workforce Big data application for understanding People, Process and Technology A day in the life view of your workforce Understand and Influence where workers spend their day. Worker Application insights that impact production Obtain insights into how workers and applications interact with each other Applications Cross application visibility for improvements Transform and aggregate worker actions into process improvements Improvements

39 Pega Live Data THE RIGHT DATA, IN THE RIGHT PLACES, AT THE RIGHT TIMES YOUR PROCESSES AND SCREENS FETCH UPON REFERENCE INTELLIGENT CACHING BACKGROUND RETRIEVAL PEGA LIVE DATA SYSTEMS OF RECORD AND BIG DATA

40 Components

41 Deliver UX in Any Channel

42 Multi-Channel Dashboard

43 PEGA CUSTOMER ENGAGEMENT

44 CRM?

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47 A Better Way to Engage Customers SYSTEMS OF INFORMATION

48 A Better Way to Engage Customers SYSTEM OF INSIGHT INSIGHT THAT FINDS YOU ACTION

49 The Customer Engagement Cycle Awareness Consideration Evaluation Selection Purchase Use Repurchase PEGA MARKETING PEGA SALES AUTOMATION EFFICIENCY AI PEGA CUSTOMER DECISION HUB EFFECTIVENESS PEGA 7 PLATFORM Your Business Goals PEGA CUSTOMER SERVICE Acquisition Onboarding Cross-sell Up-sell Loyalty Retention Winback

50 Get Value Quickly while Building for Transformation Customer Decision Hub Live in to 1000 agents in 90 days 10% reduction in churn 40% increase in transactional NPS 8x increase in customer upgrades Pega Marketing Rapid implementation 30 million customers Offer acceptance up 300% Tripled customer value retained Pega Sales Automation 180,000 agents Client retention and expansion Next-Best-Action to increase Cross-sell / Upsell Little or no training Pega Customer Service Process-by-process approach Reduced cost by 30% while improving CX Eliminated 93% of touches, saved 2 million hours of wait time

51 Because our technology is different really different. UNIFIED PLATFORM SOFTWARE THAT WRITES YOUR SOFTWARE REAL TIME AI AND NEXT- BEST-ACTION END-TO-END AUTOMATION CLOUD CHOICE BUILD FOR CHANGE We didn t cobble our tech together from pieces of dead companies we build it from the ground to be easy to use and future-proof. Forget low-code. Pega s AI writes, tunes, and futureproofs your software all from visual models business and IT design together. Battle-tested AI technology lets you take the right action at every interaction by crunching millions of data points in realtime. Software that gets work done. Period. Unified Case Management, AI, BPM, and robotics to automate everything from start to finish. Run your software where you want. Our cloud. Your cloud. A partner s cloud. Or mix and match. We re flexible. We help you build for speed, enterprise scale, and inevitable change. Wrap you legacy systems no rip & replace. Extend geographically or to other business lines...no problem.