Presentation Title Presentation Title

Second Line

Author

Title

PayPal’s PCC

Our Journey to Being a Customer Champion

Giri Vattikonda, Senior Manager, PayPal

Eddie Batlle, Customer Engagement Principal Architect – OCIO, PayPal

Missy Hudson-Benash, Chief Product Owner – Teammate Tools, PayPal

Amy Busch, Chief Product Owner – ECHO, PayPal

©2016 Pegasystems Inc.

The PCC Journey

2

• Who we are

• Focus on being customer centric

• How did we get here?

Who We Are

3

Overview

Our History

• An independent company as of 2015.

• PayPal is the secure, easier way to pay

• We Provide a suite of Payment Services on the web, mobile and API’s for developers

• Multiple Brand Names

Today

Customers, Markets & Currencies

• 184 Million Active Customers

• 200+ Markets

• 26 Currencies

Q1 2016 Results

• $2.54 Billion Revenue (23% Growth YoY)

• 11% YoY growth in Active Customer Accounts

• 1.41B Transactions in the Quarter (26% Growth YoY)

• Over $81 Billion in Total Payment Volume in the Quarter

Global Operations Business

4

• 41 sites globally (and growing as we speak)

• ~49 million contacts from customers in the last 12 months

• ~12500 teammates (i.e. CSRs) world-wide (~6,700 internal & ~5,600 outsourced)

Call Center Vitals

Global Operations Business

5

Business Structure and Key KPIs

Operational

Excellence

and Support

Buyer

Customer support

phone calls, emails,

and social media contacts

Seller

Customer support

phone calls, emails, social

media contacts, sales, and

account management

Buyer & Seller

Fraud detection/prevention,

brand risk, and vetting

Buyer & Seller

Payment management,

customer protection

and chargebacks

Global Operations Technology

6

Locations

Omaha, NE

San Jose, CA

Dublin

Shanghai

Baltimore, MD

Georgia

Berlin

Chennai

Kuala Lumpur

Scottsdale, AZ

Total

• 40+ scrum Teams

• Applications used by customer service teammates, as well as customer facing functionality

(Resolution Center, Help Center, IVR, Secure Message Center)

• Development Centers of Excellence in Austin, Chennai, Omaha, San Jose, & Timonium

El Salvador

Austin

• Product Development

• Systems and Environments

• SWAT, Release Engineering,

Monitoring

• Infrastructure and Frameworks

• Quality Engineering

• Program Management

• Architecture

• Technology Risk Management

Being a Customer Champion

7

Creating a 7 Star Movie for Our Customers

ECHO

PCC

Social

Media* Help

Contact

Center IVR

Outbound

Notifications

Mobile

Application*

Contextual IVR:

• Specialized experience

in IVR based on prior

customer activity

• Improved containment

Enhanced Routing

Parameters

• Drive more calls to

the correct

teammates using

additional data

points

Contextual Desktop:

• Improved AHT

• Better Customer

Experience

• Experiences our

teammates love

Contextual Self Service:

• Greets you with FAQs

from recent activity

• Integrated with other

channels

Proactive Engagement

• Predict inbound calls

• Engage with SMS or

outbound calls for self

service enablement

Our customer is at the center of everything we do

PCC is designed to help us truly understand our customer and their experience end to end. We aim to create experiences where our customer is delighted by their experience with PayPal, and they know that we understand their needs.

How Did We Do It?

8

ECHO

What is ECHO?

We developed an Orchestration Layer that allows us to configured cross channel experiences, in real time, and using A/B testing to do CI.

Cross Channel Customer Experience Orchestration

Eve

nt

De

tec

tio

n

Event Driven Business rules

Customer Servicing Opportunity suggestions

Cache Data for performance

No

tifi

cati

on

Tri

gg

ers

Business rule based triggers

Customer Profile Updates

Trigger notifications

Ch

an

ne

l C

oo

rdin

ati

on

Proactive CSO determination

CSO exposed to channels

Co

nti

nu

al Im

pro

ve

me

nt

Assess Effectiveness against goals

Measure strategy success

Proactive Care Dashboard and Reporting

Mobile and Web Self Service

Compass

IVR

Social

SMC

SMS

8Ball

Email

Durable Customer Engagement Case

Management

Strategy Events and

Customer Activity

Engagement Management

and Rules

Inbound Contact

Outbound

Engage

Payment Failures

Account Activation

Account Login

New Product Activation

Site Activity

Bullets Then Cannon Balls

9

Start Small and Move Fast

One team working together to fire our first bullet

We identified a small pilot, and got to work. We went from prototype to live with a pilot in less than 6 months. The scope was small, but it was enough to prove the value. A key to success was the collaboration among all the organizations involved, we worked as one team.

Fast Prototype

W eekly meetings with Product Owners, FP team to review requirements and functionality (ideally more frequently

Focused on creation of screens, and flows. No integration Building to best practices and scale User Stories created in “offline” backlog to track discovered

requirements. Resources partially allocated.

POC Start to build out back end functionality. W ire in integration End to end walk through with Product Owners frequently (once a

week) Design and requirement improvements Groom and improve User Stories. Prioritize user stories and develop in iterative fashion. Dev owner identified and takes ownership of development activities.

Approve for Pilot

Does the PO want to pilot the functionality? PO prioritizes work over entire backlog. SCRUM team identified for delivery. W hat KPI’s will we be measuring? How we will measure KPI’s

SCRUM Migrate POC user stories over to Pilot SCRUM team backlog for official development.

User stories added to release planning. CQ resources allocated and tasked with QA.

Production Pilot

Small group of teammate identified for the pilot. Functionality is introduced for a brief period of time, than removed. Results are analyzed and determinations are made with regards to

effectiveness of pilot. Determination is made around scope of initial full release of the

functionality.

Operation Excellence

Product Owners

Architecture

Product Dev

Cross Channel Experience

10

• What do E2E experiences really mean?

• Different POVs and customers

Lifecycle of a Customer Service Opportunity (CSO)

11

CSO Creation

• Create Rule

• Select Channels

• Map Intent(s)

• Identify Type (Issue vs Opportunity)

• Select Teammate Group

Simulation

• Simulate CSO in Production prior to

pushing live

• How often is it triggered?

• Any issues?

Test & Control

• Select size of Control Group

• Compare results through Business

Intelligence

Approval Process

• Super User pushes to production

Designated Help Center Module

• PCC Module placed at the top of

the page

• FAQs presented to customer

based on recent activity

• Data regarding customer’s actions

returned to PCC platform to

influence future channel

interactions

IVR

• Diagnostic question based on

recent activity presented to

customer first

• FAQs presented to customer with

goal to contain call in IVR

• More accurate routing enabled

through diagnostic question

• If response is negative, data

returned to PCC platform to prevent

repeated CSO in future channel

interactions

PCC Banners

• Banners are presented on the

landing page indicating potential call

reasons or customer opportunities

• Double clicking on banner launches

corresponding workflow

• Teammates are able to quickly

identify the reason for the call

• Account activation or servicing

opportunities can be presented to

customer

Business Analyst Portal

Help Center IVR Teammate

“Are you calling

about a payment

you’ve been

unable to make?”

Business Analyst Portal

12

Lifecycle of a Customer Service Opportunity (CSO)

13

CSO Creation

• Create Rule

• Select Channels

• Map Intent(s)

• Identify Type (Issue vs Opportunity)

• Select Teammate Group

Simulation

• Simulate CSO in Production prior to

pushing live

• How often is it triggered?

• Any issues?

Test & Control

• Select size of Control Group

• Compare results through Business

Intelligence

Approval Process

• Super User pushes to production

Designated Help Center Module

• PCC Module placed at the top of

the page

• FAQs presented to customer

based on recent activity

• Data regarding customer’s actions

returned to PCC platform to

influence future channel

interactions

IVR

• Diagnostic question based on

recent activity presented to

customer first

• FAQs presented to customer with

goal to contain call in IVR

• More accurate routing enabled

through diagnostic question

• If response is negative, data

returned to PCC platform to prevent

repeated CSO in future channel

interactions

PCC Banners

• Banners are presented on the

landing page indicating potential call

reasons or customer opportunities

• Double clicking on banner launches

corresponding workflow

• Teammates are able to quickly

identify the reason for the call

• Account activation or servicing

opportunities can be presented to

customer

Business Analyst Portal

Help Center IVR Teammate

“Are you calling

about a payment

you’ve been

unable to make?”

Help Center

14

Lifecycle of a Customer Service Opportunity (CSO)

15

CSO Creation

• Create Rule

• Select Channels

• Map Intent(s)

• Identify Type (Issue vs Opportunity)

• Select Teammate Group

Simulation

• Simulate CSO in Production prior to

pushing live

• How often is it triggered?

• Any issues?

Test & Control

• Select size of Control Group

• Compare results through Business

Intelligence

Approval Process

• Super User pushes to production

Designated Help Center Module

• PCC Module placed at the top of

the page

• FAQs presented to customer

based on recent activity

• Data regarding customer’s actions

returned to PCC platform to

influence future channel

interactions

IVR

• Diagnostic question based on

recent activity presented to

customer first

• FAQs presented to customer with

goal to contain call in IVR

• More accurate routing enabled

through diagnostic question

• If response is negative, data

returned to PCC platform to prevent

repeated CSO in future channel

interactions

PCC Banners

• Banners are presented on the

landing page indicating potential call

reasons or customer opportunities

• Double clicking on banner launches

corresponding workflow

• Teammates are able to quickly

identify the reason for the call

• Account activation or servicing

opportunities can be presented to

customer

Business Analyst Portal

Help Center IVR Teammate

“Are you calling

about a payment

you’ve been

unable to make?”

Teammate View

16

Faster Delivery Using PRPC and CI

17

• How to delivery quickly

• Constant iterations, not all functional

• Exposing business rules, the reality

• Lessons learned

Conception to Implementation

18

Metrics for Success • Establish metrics to measure

Pilot success

• E.g., Call Handle Time and

Call Abatements

Identify Problem Statement • Identify the high priority issues

• Mark them as Pilot use cases

The Platform - PEGA 7 • Drag drop functionalities and out of

box features provided by PRPC

enabled fast paced delivery

• Delegated Rules

Quality Engineering • Continuous Integration

• Weekly Regression runs

• Automated Unit Test suites

Agile (SCRUM) • Following the Agile methodology helped

the team to deliver smaller workable pieces

to business

• SCRUM routines help collaborate and

integrate with all channels efficiently

ECHO Pilot Launch • We were able to get to inception

i.e., Pilot launch in 6 months

• It was a fully operable system

termed as a Beta version

Key Pillars

19

Testing Strategy BI Reporting Agility & Reliability

Low shelf life for code with 9 week delivery cycle

Set alerts to monitor LIVE systems using Sherlock

High availability in LIVE due to robust quality engineering

Non-functional band width

– Continuous improvements

– Innovation

– Enhancing platform with critical integrations

Business Flexibility

Testing Automation

Unit Testing framework

Automation within the sprint

Continuous Integration

Weekly Regression testing

On-demand runs using fusion

Daily CI runs help identify legacy issues

Load and Performance testing

Identifying failure points

Stress testing to ensure SLA

Business Metrics Reporting

Monthly Review touchpoint

Consolidation of customer data

Extract customer patterns to build into the engine

Measure success

Provide flexibility for business to design their own reports

Delegated Rules

Simulation framework

Pilot strategy

Helps business test strategies before customer impact

Approval flow keeps the governance on the changes

20

Sprint 1 Sprint 2 Sprint 3 QE Certification

Functional Testing

Regression Testing

E2E Testing

Load and Performance Testing

GOLD build

Certification

6 weeks (2 weeks per Sprint) 3 weeks

9 Weeks Delivery Cycle

• Tight collaboration with business and architecture

• Agile routines and Continuous Integration helps achieve shorter delivery cycles

• Faster time to market

• Opportunity to reduce the time to LIVE from 3 weeks to 2 weeks by eliminating dependencies

GO

LIVE

Next Steps

21

• Where are we going?

Next Steps

22

• Analysis of additional Pega frameworks to compliment our product roadmap

• Customer Segmentation Improvements

• Product problem integrations

• Contact Predictions

• Investments in cache expansion and data lake

On Our Roadmap