pega 101: connecting digital customer engagement to the

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

3

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

13

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

Email

API to legacy

API to CloudReST API

Anatomy of a BAD Robot

Excel

Access

Email

It’s Complicated and Disconnected…

14

RPA AIWorkflow

Underlying

Apps

Channels Devices

Conversational Bots

DPA Allows Multiple Entry Points for Your Journey

15

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

17

PROCESSES

DATA

PEOPLE UX

Goal

The case

Customer outcomes

Case Management

18

• 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

19

• 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

21

• 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.

22

• 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

23

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!

24

• 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

25

Pega Robotic Process AutomationUnattended Automation, Task Bot, & Process Bot

Robot Manager

RPA Unattended Bots At Work

26

• 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

27

• 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

28

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

29

Example: Integrated eSignature Capabilities With DocuSign

30

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

31

• 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

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

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)

34

“

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

38

39

40

41

ACTIONSYSTEMS OF

INFORMATION INSIGHT THAT

FINDS YOU

SYSTEM OF

INSIGHT

A Better Way to Engage Customers

42

Your Challenge: Engage Across the Complete Journey

43

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

44

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

45

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

Email

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

46

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

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 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

49

“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

51

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

52

Pega is Transforming the World of Customer Engagement

53

+

“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