Digital Transformation is hard.

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1 Future Empowered Customer Engagement, Operational Excellence, and Agility The DNA of Digital Transformation Tom Libretto, Chief Marketing Officer, Senior VP Pegasystems #pegaroadshow

2 Digital Transformation is hard. Digital transformation is like trying to take a clunky, old 747, while it s flying, and turn it into the best, newest AT3 Airbus. If we didn t have Pega, we would find it difficult to respond to customer needs. Alistair Currie Group COO ANZ 2

3 Your customers expect this But your business still looks like this

4 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) 4

5 The problem isn t a lack of vision Omni-channel & personalized Learn in real-time with AI Grow your business 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 Footer (Edit footer for all slides with View > Header & Footer) 5

6 All pillars of digital transformation are REQUIRED for survival. CUSTOMER ENGAGEMENT Acquire, retain, and deepen relationships Make sellers, partners, and agents effective BUSINESS AGILITY OPERATIONAL EFFICIENCY Deliver efficient, omni-channel service Automate work and outcomes from endto-end Apply robotics and intelligence across the enterprise Continuously improve and adapt

7 Transforming your systems from the bottom-up will never reach your customer

8 Starting from the channel, or top-down, creates silo ed functionality and chaos

9 Starting from the middle and working out, puts outcomes, and your customer, at the center of transformation.

10 Technology is essential to your transformation. CUSTOMER ENGAGEMENT BUSINESS AGILITY OPERATIONAL EFFICIENCY REAL INTELLIGENCE REAL INNOVATION REAL AUTOMATION AI for Customer Engagement Software That Writes Your Software Operational Excellence Delivered

11 REAL Intelligence

12 64% of companies say they know and understand their customers well. 24% of customers agree. Moments of Truth in Broadband and Telco Survey, 2016

13 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

14 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

15 OPERATIONS We power end-to-end, omni-channel customer journeys. CUSTOMER DEMANDS MARKETING BUSINESS GOALS SALES AI-POWERED CUSTOMER DECISION HUB CUSTOMER SERVICE

16 Upgrade Every Customer Interaction With Real-Time AI Turn-on AI across all customer channels Adaptive, real-time machine learning. Unlock your data. Activate insight. Flip a switch to transparent AI to protect your business Connects to all of your data sources Pega has the brains to help deliver the right treatment to the right customer at the right time. We re seeing more than double the acceptance of retention offers. That is a big deal. 800% avg. increase in cross-sell value 300% avg. increase in offer acceptance REALTIME AI AND NEXT- BEST-ACTION

17 Kommen in Ihrem Unternehmen Entscheidungstools/Künstliche Intelligenz (KI) im Bereich des Customer Engagements zum Einsatz? Does your organisation use Decisioning / AI in customer engagement? 1. Ja [Yes] 2. Nein [No] 3. Weiß nicht [Don t know]

18 Wenn ja, aus welchem der folgenden Gründe nutzen Sie Entscheidungstools/KI? (Sofern hier mehr als eine Antwort zutreffend ist, entscheiden Sie sich für den wichtigsten Aspekt) If yes, for which of these are you using Decisioning/ AI? If more than one apply, pick the most important reason 1. Wichtige Erkenntnisse für relevante und zeitnahe Angebote To gain the right insights to make more relevant & timely offers 2. Steigerung der Mitarbeiterproduktivität To increase employee productivity 3. Kostensenkung To cut costs 4. Bereitstellung eines nahtlosen Omnichannel-Erlebnisses Offer a seamless omni-channel experience

19 REAL Automation

20 The word of the day is robotics

21 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.

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

23 Software that gets work done. Period. Become seriously faster We managed to reduce cost by a factor of four and eliminated 93% of touches. Intelligent process automation Automatically understands where your employee and process bottlenecks are and how to improve them 321% ROI in 12 month 75% avg. cost savings 75% avg. productivity improvement Connects to all of your existing systems END-TO-END AUTOMATION

24 REAL Agility

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26 Software that perfects your software. TM

27 Software that writes your software. The Pega 7 platform enables us to develop flexible business applications with fewer resources and in only a fraction of the time. It also provides us with analytical capabilities while leveraging our existing systems and assets. 75% avg. dev cost savings 50% reduced time-to-market $25M avg. net business benefit Build and deploy 8x faster Model-driven low-code Build fast, change fast Empower business people to design and deploy Future-proof MODEL-DRIVEN NO-CODE

28 Technology is essential to your transformation. CUSTOMER ENGAGEMENT BUSINESS AGILITY OPERATIONAL EFFICIENCY REAL INTELLIGENCE REAL INNOVATION REAL AUTOMATION AI for Customer Engagement Software That Writes Your Software Operational Excellence Delivered

29 Pega Delivers Digital Transformation without Pega Marketing Limits Acquire, retain, and deepen relationships Build and change apps 8X faster than code DPA & Case Management Automate work and outcomes from end-to-end Pega Sales Automation Make sellers, partners, and agents effective Pega Customer Service Deliver efficient, omni-channel service Wrap-andrenew legacy systems Pega Unified Platform Robotics and AI Apply robotics and intelligence across the enterprise Workforce Intelligence Continuously improve and adapt

30 Best Of Breed Technology In A Unified Architecture + + LEADER IN END-TO-END WORK MANAGEMENT LEADER IN REAL-TIME DECISIONS & AI LEADER IN DIGITAL AUTOMATION THE REAL CRM ALTERNATIVE The best cost to value rating of any solution. Gartner Magic Quadrant for the CRM Customer Engagement Center, 2017

31 Powerful Organizations. Powered by Pega. Every day, Pega powers MILLIONS of automated processes BILLIONS of customer interactions TRILLIONS of dollars of business If you ve driven a car, used your credit card, called a company for service, opened an account, applied for a loan, accepted an offer, flown on an airplane, paid a bill, submitted a claim, or countless other things you do in your day chances are you ve interacted with Pega

32 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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