Pega 101: Connecting Digital Customer Engagement to the Digital Process Automation That Makes It Happen

Transcription

1 Pega 101: Connecting Digital Customer Engagement to the Digital Process Automation That Makes It Happen This information is not a commitment, promise or legal obligation made by Pegasystems, including that to deliver any material, code, or functionality. The timing of the development and release of any features or functionality described about our products remains at our sole discretion Pegasystems Inc.

2 Pega s Vision: Connecting Customers to Outcomes 3

3 Pega Infinity A revolutionary advance in connecting Customer Engagement and Digital Process Automation Pega Marketing Pega Sales Automation Pega Customer Service Pega Customer Decision Hub CUSTOMER ENGAGEMENT DIGITAL PROCESS AUTOMATION Pega Robotic Automation Pega Workforce Intelligence Pega Platform REALTIME, OMNI-CHANNEL AI END-TO-END ROBOTIC AUTOMATION JOURNEY- CENTRIC RAPID DELIVERY SITUATIONAL LAYER CAKE SOFTWARE THAT WRITES YOUR SOFTWARE CLOUD CHOICE PEGA DX ARCHITECTURE 4

4 Future-Proof Your Business One Journey at Time We managed to reduce cost by a factor of four and eliminated 93% of touches. Gilles Leyrat SVP of Customer and Partner Services 5

5 Future-Proof Your Technology Software that writes your software Business and IT collaborate in a single environment Proven to deliver 12X faster than code Self-tuning software with automatic documentation 6

6 Future-Proof Your Technology Software that writes your software Business and IT collaborate in a single environment Proven to deliver 12X faster than code Self-tuning software with automatic documentation 7

7 Future-Proof Your Technology Software that perfects writes your your software. software Business and IT collaborate in a single environment Proven to deliver 12X faster than code Self-tuning software with automatic documentation Cloud Choice Guaranteed flexibility 8

8 Pega Platform Unified, Future-Proof Architecture Future-proof Architecture User Experience and Channels Deployment & DevOps Software that Writes Your Software Situational Layer Cake Cloud Choice Real-time, Omni-channel AI Data & Integration End-to-end Robotic Automation 9

9 Pega Platform Unified, Future-Proof Architecture Future-proof Architecture Software that Writes Your Software Build AI-optimized apps without code Situational Layer Cake Scale to the dimensions of business Cloud Choice Guarantee flexibility User Experience and Channels Design system Mobile & Responsive UI Artificial Intelligence Predictive Analytics Machine Learning Natural Language Processing Business Rules Real-time, Omni-channel AI Conversation UX & IVA s Mashup and Dynamic API s BPM Case Management Robotic Automation Workforce Intelligence End-to-end Robotic Automation Deployment & DevOps Agile Studio Pega DevOps Automated & Testing AI-based monitoring (Predictive Diagnostic Cloud) Automatic Doc Generation Collaboration Tools Data & Integration Live Data virtualization layer Adapters & API s Robotic connectors 10

10 Pega CRM Applications Unified on the Pega Platform Future-proof Architecture Software that Writes Your Software Situational Layer Cake User Experience and Channels Unified CRM Applications Paid Social Media Paid Social Media Digital Chat Telephony Co-browse Chat Telephony Co-browse Agent Desktop Pega Marketing Pega Sales Automation Customer Decision Hub Pega Customer Service Deployment & DevOps Cloud Choice Real-time, Omni-channel AI Data & Integration End-to-end Robotic Automation 11

11 Digital Process Automation Robotic Automation, Workforce Intelligence, and the Pega Platform

12 Anatomy of a Good BAD Robot UI Error Handling UI navigation Logic UI Integration Robot UI Error Handling UI navigation Logic UI Integration UI Error Handling UI navigation Logic UI Integration Business Logic Business Logic Business Logic Excel API to legacy Excel API to Cloud ReST API Business Logic Business Logic Business Logic Access Access 13

13 It s Complicated and Disconnected RPA AI Workflow Underlying Apps Channels Devices Conversational Bots 14

14 DPA Allows Multiple Entry Points for Your Journey Future-proof Architecture Software that Writes Your Software Build AI-optimized apps without code Situational Layer Cake Scale to the dimensions of business Cloud Choice Guarantee flexibility User Experience and Channels Design system Mobile & Responsive UI Artificial Intelligence Predictive Analytics Machine Learning Natural Language Processing Business Rules Real-time, Omni-channel AI Conversation UX & IVA s Mashup and Dynamic API s BPM Case Management Robotic Automation Workforce Intelligence End-to-end Robotic Automation Deployment & DevOps Agile Studio Pega DevOps Automated & Testing AI-based monitoring (Predictive Diagnostic Cloud) Automatic Doc Generation Collaboration Tools Data & Integration Live Data virtualization layer Adapters & API s Robotic connectors 15

15 Unified Architecture for Digital Transformation Customer Engagement Digital Process Automation Real-Time Decisions & AI End-to-End Work Management The highest reference customer scores for modeling and predicting customer behavior. The best ability to build, maintain, and change complex cases. The best cost to value rating of any solution. Gartner 16

16 Volume A Higher Impact With Digital Process Automation RPA Complexity 17

17 Case Management PROCESSES PEOPLE UX DATA The case Goal Customer outcomes 18

18 Software That Writes Software With Case Management No code, visual metaphor allowing business to define outcome Unifies the key aspects of work including processes, decisions, workflows, SLA, and worker in a singular interface Assign work to humans, robots, and systems 19

19 Software That Writes Software With Case Management No code, visual metaphor allowing business to define outcome Unifies the key aspects of work including processes, decisions, workflows, SLA, and worker in a singular interface Assign work to humans, robots, and systems 20

20 No Code, Outcome Definition & Execution With Case Management No code, visual metaphor allowing business to define outcome Unifies the key aspects of work including processes, decisions, workflows, SLA, and worker in a singular interface Assign work to humans, robots, and systems 21

21 No Code, Outcome Definition & Execution With Case Management No code, visual metaphor allowing business to define outcome Unifies the key aspects of work including processes, decisions, workflows, SLA, and worker in a singular interface Assign work to humans, robots, and systems Supports complex SLA rules, including goal, deadline and past deadline actions. 22

22 Manage Ongoing Change With Agile Workbench, Agile Studio and our DCO approach In-app editing that breaks silos between IT and business Quickly iterate by bringing business closer to app development 8x faster to design & change 23

23 Extend Your Case Into Any Channel and Even Make Bots! Reuse processes, rules, data, and more to extend to new channels like Facebook Messenger Responsive, out of the box UI No siloes sustains context no matter where and how the customer engages 24

24 Robotic Desktop Automation (RDA) Attended Automation, Co-Bot, Productivity-Bot Assists desktop workers with tedious rote work Optimize customer service processes by simplifying the desktop Frees up time- and attention- to better serve customers 25

25 Pega Robotic Process Automation Unattended Automation, Task Bot, & Process Bot Robot Manager RPA Unattended Bots At Work 26

26 Robot Manager Manages defined work groups and work queues Analyzes the health and throughput of registered virtual machines (VMs) Monitors the threshold of assignments that VMs can process in your work queues 27

27 Robot Manager Manages defined work groups and work queues Analyzes the health and throughput of registered virtual machines (VMs) Monitors the threshold of assignments that VMs can process in your work queues 28

28 Data Virtualization and UI Models Connect, extend and integrate without boundaries with open Pega technologies YOUR ENTERPRISE APP FRONT END DATA VIRTUALIZATION DATA SOURCES INTERFACES & CHANNELS Front End APIs Pega API Pega Exchange Components Pega Mashup Pega Connectors Live Data Blockchain Connector Bot Connector Pega Exchange Components Pega Connectors & Services SERVICES, SYSTEMS OF RECORD & APPLICATIONS Ensure your applications are agile in the front-end with new channels and embeddable UI capabilities Gain stability through unprecedented access to data in the back-end with Pega s Integration Suite *For extensive list please visit Pega.com 29

29 Example: Integrated esignature Capabilities With DocuSign 30

30 Boost Existing Web & Mobile Apps With Pega Mashup Embed the power of Pega today: Pega Mobile Mashup Add functionality directly on your web site with Pega Web Mashup Native App Extend an existing mobile application with Pega Mobile Mashup Enhance existing Salesforce deployments with the Pega Extender for Salesforce.com Migrate your Siebel Call Center to improve your sharing capabilities with Pega Co-Browse Improve your customer experience with Pega Self-Service Advisor 31

31 Dynamic Reuse and Scale With Situational Layer Cake Differentiate, specialize, and reuse business applications From MVP to Enterprise-scaled app: Scale apps and features with your business while ensuring quality Manage resources, costs and time AIG: 55+ disparate claims systems across 60 countries into one complete end-to-end global claims system with Pega PILOT WEST EAST FRENCH US VERSION 2 CANADA V.2 US CANADA UK NORTH AMERICA EUROPE ENTERPRISE WIDE PEGA APPLICATIONS & PLATFORM By allowing our clients to differentiate, specialize, and reuse business applications, Pega s situational layer cake can dramatically accelerate the time to value to meet global demands 32

32 Delivering great experience Enrollment app built on the platform extended to mobile tablets that enabled 35% decrease in agent time to completion of app 33

33 Redeployed 200+ claims examiners positions with BPM & Robotic Automation Eliminated manual processing, achieved cost savings of $150M+, & 500K claims adjudicated per day This has proven out to be as safe and secure and comfortable a way to insert new technology onto a legacy system as I have ever come across. John Silva Director of IT, Optum of UnitedHealthcare) (Affiliate 34

34 Customer Engagement Pega Applications for Marketing, Sales Automation, and Customer Service

35 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) 36

36 The Problem Isn t a Lack of Vision Omni-channel & personalized Learn in real-time with AI Grow share of wallet X X X X Massive programs that can fail Rapid deployment of new silos Business and IT dysfunction Millions spent with little impact It s the path to get there 37

37 64% of companies say they know and understand their customers well. 24% of customers agree. Moments of Truth in Broadband and Telco Survey,

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41 A Better Way to Engage Customers SYSTEMS OF INFORMATION SYSTEM OF INSIGHT INSIGHT THAT FINDS YOU ACTION 42

42 Your Challenge: Engage Across the Complete Journey The Customer Engagement Cycle Awareness Consideration Evaluation Selection Purchase Use Repurchase Engage with offers of value Your Business Functions Optimize sales revenue Always-on AI Brain Make good on your promises Satisfy and serve Your Business Goals Acquisition Onboarding Cross-sell Up-sell Loyalty Retention Winback 43

43 Real Customer Engagement: Insight, Action & Agility The Customer Engagement Cycle Awareness Consideration Evaluation Selection Purchase Use Repurchase PEGA MARKETING Your Business Functions PEGA SALES AUTOMATION PEGA 7 PLATFORM AI-POWERED CUSTOMER DECISION HUB PEGA CUSTOMER SERVICE Your Business Goals Acquisition Onboarding Cross-sell Up-sell Loyalty Retention Winback 44

44 The Always-On Customer Brain Customer Interaction History Data About Customer Best Actions Customer Identification & Matching Customer Profiles & Journeys Propensities, Scoring & Modeling Information Insight Action Orchestrate Across Channels Design Actions, Offers, & Triggers Centralize Strategies & Rules 45

45 A Digital Transformation of Customer Engagement Strategy Preemptive Service App, SMS, , T2V Anticipate needs and events before they become service events Detect service needs as they happen and engage Moment of Need Trigger Proactive Service Trigger App, SMS, , T2V Offline Self-serve Web, Mobile, Virt. Asst. Responsive Service Empower customers Chat, FB Messenger, Twitter, SMS, Video Assisted Accelerate resolution Reduce volume & duration of calls IVR Phone Call? Center Handle calls most effectively Reduce propensity to call Contain and deflect Improve efficacy of live interaction 46

46 15 August 2017 Royal Bank of Scotland I believe that with how we use data and decisioning, we can truly get back to the way banking was done in the 1970 s Every time we re talking to you, it's about what's right for you, based on everything we know about you. - Christian Nelissen The Data Guy, Head of Analytics, RBS RBS is constantly mining their data from across channels, to identify moments that matter for each customer then engage if they can provide value. 18 Channels Integrated in 4 Years 4 Billion Customer Interactions Per Year 35% Less Impressions (Waste) 6X Increase In Response Rate 8X Increase In Credit Card Applications 20% Improvement In Balance Retention 18 Point Increase In NPS 10-1Return On Investment 47

47 Transavia The Transavia Interaction Platform is a game changer because it's the first platform that connects flight, customer and employee data all in one place - this enables us to be proactive, relevant, and real-time. - Mattijs ten Brink Chairman, Transavia The first release of the TIP platform integrated seven different passenger and employee channels. They re planning future releases that include: Integration of Data From Passenger, Pilot, Cabin, Gate, Operations Control, Customer Service, Luggage, and Maintenance Next Best Actions for Employees and Passengers Prediction of Likely Flight Delays or Cancellations Pro-Active Alerts to Customers, Employees, & Partners Automated & Optimized Passenger Re-Assignment Integration of Corrective & Preventative Maintenance into Operational Dashboard Footer (Edit footer for all slides with View > Header & Footer) 48

48 Engaging the Digital Customer We re seeing more than double the acceptance of retention offers That is a big deal. Marcelo Claure CEO, Sprint 50% Increase In Net Promoter Score (NPS) 800% Increase In Customer Upgrades 14% Reduction In Post-Paid Churn Rate (lowest level in company history) 2.5 Million Increase In Yearly Net-Adds AI for digital transformation live in just 90 days it can be done. Fast. 49

49 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 50

50 For Over 30 Years, Pega Every Has Powered day the World s Leading Brands Pega powers: Millions of automated processes Billions of customer interactions Trillions of dollars of business Software that Writes Your Software 51

51 A Proven Path to Success Rapid value in just 30 days. 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 <30 days 120 days 9 months 1 year Beyond 52

52 Pega is Transforming the World of Customer Engagement + + LEADER IN END-TO-END WORK MANAGEMENT LEADER IN REAL-TIME DECISIONS & AI LEADER DIGITAL AUTOMATION THE REAL CRM ALTERNATIVE The best cost to value rating of any solution. Gartner Magic Quadrant for the CRM Customer Engagement Center,

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