The 7 th Annual Pega Collaborative Healthcare Summit

Transcription

1 The 7 th Annual Pega Collaborative Healthcare Summit The Future of Health is Everyone s Business October 1-3, 2017 Westin Copley Place Boston

2 Summit Welcome The Future of Health is Everyone s Business Susan Taylor, VP and General Manager Healthcare and Lifesciences

3 Welcome to the 2017 Collaborative Healthcare Summit DELTA DENTAL Revenue Clinical Solutions Serialized Solutions Inc. Health Content Advisors Stepping Stone Partners

4 Thank you, speakers

5 Thank you, sponsors

6 AND THANK YOU TO THE PROGRAM TEAM

7 Our community health is part of every conversation CRM PERSONALIZATION FINANCIAL HEALTH

8 It s a conversation with impact 18% of GDP - $3.2 TRILLION spent on healthcare Medicaid $545 billion $300 billion in savings with adherence $325 billion spent on prescription drugs 50% spend next to nothing 5% account for more than $1 TRILLION 75% gaps in adherence Medicare $646 billion $18,764 - Annual family premiums

9 That uses technology 2017 Personalized medicine

10 To bring HEALTH to medicine Personalized Medicine Personalized Health

11 Because health is more than medicine [VALUE]% [VALUE]% [VALUE]% [VALUE]% Health Care Genetics Social and Enviornmental Factors Individual Behavior Henry J. Kaiser Family Foundation

12 Can personalized engagement improve health?

13 As I tried to put my life back together, he said, as I tried to advocate for my son when he had his cancer, it became apparent to me that we have big holes in the health care system that we need to fill in some way and that we need to treat people as whole people. We need to make sure that they re rehabilitated back to a life they enjoyed. And so we started building programs beyond just paying for acute care. -Mark Bertolini, CEO Aetna

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16 Personalization Delivers HEALTH OUTCOMES NIH Study PSPs Outcomes reported in program assessment Clinical (N=64) 27% 38% 3% 33% Adherence (N=41) 46% 20% 5% 29% Humanistic (N=43) 37% 26% 5% 33% Economic (N=15) 47% 33% 7% 13% POS (significant positive outcomes) NEG (nonsignificant outcomes MIX (POS and NEG) UNCLR (unclear)

17 #Trending Chatbots IoT Smart Robots & RPA Virtual Personal Assistants Proactive / Preemptive AI Cloud Choice Natural Language Q&A DevOps Citizen Developer Customer Journeys Agile & Lean

18 An opportunity for AI? 00 Month 0000 Footer (Edit footer for all slides with View > 1

19 Traditional AI- The NEW Operations Silo Claims Operations Customer Service AI Compliance

20 Scalable, personalized, cost-effective personalized HEALTH experience..possible?

21 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 Gartner Magic Quadrant for the CRM Customer Engagement Center, 2017

22 OPERATIONS Pega s Differentiated Unified CRM Applications Shape the Future of Healthcare CUSTOMER DEMANDS MARKETING SALES ONE CUSTOMER, ONE JOURNEY CLOUD CHOICE AI-POWERED CUSTOMER DECISION HUB CUSTOMER SERVICE VERTICALLY RELEVANT, OOTB

23 How? REAL AI- The Customer Decision Hub Customer Interaction History Data About Customer Next Best Actions Customer Identification & Matching YOUR BUSINESS MODEL Propensities, Scoring & Modeling Information Insight Action Orchestrate Across Channels Design Actions, Offers, & Triggers Centralize Strategies & Rules

24 The future of health- REAL AI for real health impact!

25 But not everyone could make it to Boston DELTA DENTAL Revenue Clinical Solutions Serialized Solutions Inc. Health Content Advisors Stepping Stone Partners

26 POSTCARDS FROM PEGA CUSTOMERS Reduced Administrative cost of payments processing by 33% Improved payments timeliness and Accuracy by 10 to 15% on over $14 USB in payments, annually

27 POSTCARDS FROM PEGA CUSTOMERS Automate & control end to end customer processes Overnight prospect onboarding and member conversion

28 POSTCARDS FROM PEGA CUSTOMERS Improved employee/partner satisfaction 72 % time reduction for the data entry process for sales/broker commissions

29 POSTCARDS FROM PEGA CUSTOMERS Improve customer satisfaction Decrease in our average handle time, around 45 seconds Reduction in training time for CSRs of 25%

30 Thank you, speakers

31 The 7 th Annual Pega Collaborative Healthcare Summit The Future of Health is Everyone s Business October 1-3, 2017 Westin Copley Place Boston