pega 101: connecting digital customer engagement to the
TRANSCRIPT
Pega 101: Connecting Digital Customer Engagement to the Digital Process Automation That Makes It Happen
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Pega’s Vision: Connecting Customers to Outcomes
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CUSTOMER
ENGAGEMENT
DIGITAL
PROCESS
AUTOMATION
Pega Infinity™A revolutionary advance in connecting Customer Engagement and Digital Process Automation
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
Pega Robotic
Automation™
Pega
Workforce
Intelligence™
Pega
Platform™
Pega
Marketing™
Pega Sales
Automation™
Pega Customer
Service™
Pega Customer
Decision Hub™
4
“We managed to reduce cost
by a factor of four… and
eliminated 93% of touches.”
—Gilles Leyrat
SVP of Customer and Partner Services
Future-Proof Your Business…One Journey at Time
5
Software that writes your software®Future-Proof Your Technology
6
• Business and IT
collaborate in a single
environment
• Proven to deliver 12X
faster than code
• Self-tuning software with
automatic documentation
Software that writes your software®Future-Proof Your Technology
7
• Business and IT
collaborate in a single
environment
• Proven to deliver 12X
faster than code
• Self-tuning software with
automatic documentation
Software that writes your software®
Cloud ChoiceGuaranteed flexibility
Software that perfects your software.®Future-Proof Your Technology
8
• Business and IT
collaborate in a single
environment
• Proven to deliver 12X
faster than code
• Self-tuning software with
automatic documentation
Pega Platform – Unified, Future-Proof Architecture
9
Data & Integration
End-to-end
Robotic Automation
Real-time,
Omni-channel AI
User Experience and ChannelsFuture-proof
ArchitectureDeployment &
DevOps
Software that
Writes Your
Software
Situational
Layer Cake
Cloud Choice
Pega Platform – Unified, Future-Proof Architecture
10
Data & Integration
End-to-end
Robotic Automation
Real-time,
Omni-channel AI
User Experience and ChannelsFuture-proof
ArchitectureDeployment &
DevOps
Software that
Writes Your
Software
Situational
Layer Cake
Cloud Choice
Build AI-optimized apps
without code
Scale to the dimensions of
business
Guarantee flexibility
• Design system
• Mobile & Responsive UI
• Conversation UX & IVA’s
• Mashup and Dynamic API’s
• Live Data virtualization layer
• Adapters & API’s
• Robotic connectors
• BPM
• Case Management
• Robotic Automation
• Workforce Intelligence
• Artificial Intelligence
• Predictive Analytics
• Machine Learning
• Natural Language Processing
• Business Rules
• Agile Studio
• Pega DevOps
• Automated &
Testing
• AI-based
monitoring
(Predictive
Diagnostic
Cloud)
• Automatic
Doc
Generation
• Collaboration
Tools
Deployment &
DevOps
Pega CRM Applications – Unified on the Pega Platform
11
Future-proof
Architecture
Software that
Writes Your
Software
Situational
Layer Cake
Cloud ChoiceEnd-to-end
Robotic Automation
Real-time,
Omni-channel AI
Paid Media • Social • Digital • Telephony • Chat • Co-browse • Agent Desktop
Data & Integration
User Experience and Channels
Unified CRM
Applications
Customer Decision Hub
Pega
Marketing
Pega
Sales
Automation
Pega
Customer
Service
Social • Paid Media • Chat • Co-browse • Telephony • Agent Desktop
Digital Process AutomationRobotic Automation, Workforce Intelligence, and the Pega Platform™
RobotRobotRobot
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Robot
UI Error Handling
UI navigation Logic
UI Integration
Anatomy of a Good Robot
UI Error Handling
UI navigation Logic
UI Integration
UI Error Handling
UI navigation Logic
UI Integration
Business Logic Business Logic Business Logic
Business Logic Business Logic Business Logic
Excel
Access
API to legacy
API to CloudReST API
Anatomy of a BAD Robot
Excel
Access
It’s Complicated and Disconnected…
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RPA AIWorkflow
Underlying
Apps
Channels Devices
Conversational Bots
DPA Allows Multiple Entry Points for Your Journey
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Data & Integration
End-to-end
Robotic Automation
Real-time,
Omni-channel AI
User Experience and ChannelsFuture-proof
ArchitectureDeployment &
DevOps
Software that
Writes Your
Software
Situational
Layer Cake
Cloud Choice
Build AI-optimized apps
without code
Scale to the dimensions of
business
Guarantee flexibility
• Design system
• Mobile & Responsive UI
• Conversation UX & IVA’s
• Mashup and Dynamic API’s
• Live Data virtualization layer
• Adapters & API’s
• Robotic connectors
• BPM
• Case Management
• Robotic Automation
• Workforce Intelligence
• Artificial Intelligence
• Predictive Analytics
• Machine Learning
• Natural Language Processing
• Business Rules
• Agile Studio
• Pega DevOps
• Automated &
Testing
• AI-based
monitoring
(Predictive
Diagnostic
Cloud)
• Automatic
Doc
Generation
• Collaboration
Tools
Unified Architecture for Digital Transformation
The best cost to value rating of any solution.”
— Gartner
Customer
EngagementEnd-to-End Work
Management Real-Time
Decisions & AIDigital Process
Automation
The best ability to build, maintain, and change complex cases.
“The highest reference customer scores for modeling and predicting customer behavior.
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A Higher Impact With Digital Process Automation
Complexity
Vo
lum
e
RPA
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PROCESSES
DATA
PEOPLE UX
Goal
The case
Customer outcomes
Case Management
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• 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
Software That Writes SoftwareWith Case Management
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• 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
Software That Writes SoftwareWith Case Management
20
No Code, Outcome Definition & Execution
• 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
With Case Management
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• 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
No Code, Outcome Definition & ExecutionWith Case Management
Supports complex SLA rules,
including goal, deadline and
past deadline actions.
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• In-app editing that breaks
silos between IT and
business
• Quickly iterate by bringing
business closer to app
development
• 8x faster to design &
change
Manage Ongoing Change
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With Agile Workbench, Agile Studio and our DCO approach
• 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
Extend Your Case Into Any Channel and Even Make Bots!
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• Assists desktop workers
with tedious rote work
• Optimize customer
service processes by
simplifying the desktop
• Frees up time- and
attention- to better
serve customers
Robotic Desktop Automation (RDA)Attended Automation, Co-Bot, Productivity-Bot
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Pega Robotic Process AutomationUnattended Automation, Task Bot, & Process Bot
Robot Manager
RPA Unattended Bots At Work
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• 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
Robot Manager
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• 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
Robot Manager
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Data Virtualization and UI ModelsConnect, extend and integrate without boundaries with open Pega technologies
Live Data
SERVICES,
SYSTEMS OF
RECORD &
APPLICATIONS
INTERFACES &
CHANNELS
FRONT END
YOUR ENTERPRISE APP
DATA SOURCES
*For extensive list please visit Pega.com
Front End APIs
Pega API
Pega Exchange
Components
Pega Mashup
Pega Connectors
• 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
Blockchain
Connector
Bot
Connector
Pega Exchange
Components
Pega Connectors &
Services
DATA VIRTUALIZATION
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Example: Integrated eSignature Capabilities With DocuSign
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Embed the power of Pega today:
• Add functionality directly on your web site with
Pega Web Mashup
• 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
Boost Existing Web & Mobile AppsWith Pega Mashup
Pega Mobile Mashup
Native App
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• 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
Dynamic Reuse and ScaleWith Situational Layer Cake
ENTERPRISE WIDE
NORTH AMERICA EUROPE
UKUS CANADA
US VERSION 2 CANADA V.2
WEST EAST FRENCH
PILOT
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
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Delivering great experience
Enrollment app built on
the platform extended to
mobile tablets that
enabled 35% decrease in
agent time to completion
of app
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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 (Affiliate
of UnitedHealthcare)
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“
Customer EngagementPega Applications for Marketing, Sales Automation, and Customer Service
Yes, This Is All True
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Every enterprise – and every
vendor – says the same thing.
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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
The Problem Isn’t a Lack of Vision
X Massive programs that can 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
Omni-channel & personalized
Learn in real-time with AI
Grow share of wallet
37
64%of companies say they
know and understand
their customers well. 24%of customers agree.
Moments of Truth in Broadband and Telco Survey, 2016
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40
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ACTIONSYSTEMS OF
INFORMATION INSIGHT THAT
FINDS YOU
SYSTEM OF
INSIGHT
A Better Way to Engage Customers
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Your Challenge: Engage Across the Complete Journey
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Acquisition Onboarding Cross-sell Up-sell Retention WinbackLoyalty
Your Business Goals
Your Business Functions
Awareness Consideration Evaluation Selection Purchase Use Repurchase
The Customer Engagement Cycle
Satisfy and
serve
Engage with
offers of value
Make good on
your promises
Optimize
sales revenue
Always-on
AI Brain
Acquisition Onboarding Cross-sell Up-sell Retention WinbackLoyalty
Your Business Goals
Awareness Consideration Evaluation Selection Purchase Use Repurchase
The Customer Engagement Cycle
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AI-POWERED
CUSTOMER
DECISION HUB
Your Business Functions
PEGACUSTOMER SERVICE
PEGAMARKETING
PEGA 7PLATFORM
PEGASALES AUTOMATION
Real Customer Engagement: Insight, Action & Agility
Data About Customer
Information Insight Action
CustomerInteraction
History
CustomerIdentification &
Matching
CustomerProfiles & Journeys
Propensities, Scoring & Modeling
Centralize Strategies & Rules
Design Actions, Offers, & Triggers
Orchestrate Across Channels
Best Actions
The Always-On Customer Brain
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A Digital Transformation of Customer Engagement Strategy
Call
Center?
Anticipate needs and
events before they become
service events
Preemptive
Service
Trigger
App, SMS, Email, T2V
Contain
and deflect
IVR
Assisted
Self-serve
Offline
Web, Mobile, Virt. Asst.
Phone
Improve efficacy of
live interaction
Reduce volume
& duration of calls
Empower
customers
Handle calls
most effectively
Accelerate
resolution
Responsive
Service
Chat, FB Messenger, Twitter, SMS, Video
Reduce propensity to
call
Detect service needs
as they happen
and engage
Proactive
Service
Trigger
App, SMS, Email, T2V
Moment
of Need
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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
15 August 2017
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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 BrinkChairman, 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
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Engaging the Digital Customer
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“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.
“…the best cost-to-value rating
of any solution”
“…the highest reference customer
scores for,
modeling and predicting
customer behavior”
THE REAL CRM ALTERNATIVE
“…the best ability to build,
maintain and change
complex cases”
50
For Over 30 Years, Pega Has Powered the World’s Leading Brands
Software that Writes Your Software
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Every dayPega powers:
Millions of
automated processes
Billions of
customer interactions
Trillions of
dollars of business
• Rapid Delivery delivers
rapid ROI
• 40,000+ certified
professionals globally
• Agile tools and
DevOps baked in
• Global ecosystem of
technology and
delivery partners
A Proven Path to Success Rapid value in just 30 days. Scale without limits.
Start fast with
Quick WinsGet immediate value with
our CRM apps and Robotic
Automation
<30 days
$
120 days
Connect
across silos
Eliminate gaps in
your business and
automate end-to-
end
9 months
Omni-channel
with easeExpand to mobile,
mashup into the web,
even add a chatbot
1 year
Scale across
organizationsLeverage our
patented architecture
to reuse and specialize
Beyond
Transform
experiencesManage the full
customer journey
across channels and
functions
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Pega is Transforming the World of Customer Engagement
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+
“The best cost to value rating of any solution.”— Gartner
Magic Quadrant for the CRM Customer Engagement Center, 2017
LEADER DIGITAL
AUTOMATION
THE REAL
CRM ALTERNATIVELEADER IN
END-TO-END WORK MANAGEMENT
+
LEADER IN REAL-TIME
DECISIONS & AI