deliver exceptional customer experience through ... · •pega framework fit-gap assessment...

Deliver exceptional customer experience through intelligent automation

2Deliver exceptional customer experience through intelligent automation |

Industry trends and EY insights

• To combat app fatigue, companies should move toward interaction with customers directly. Most customers prefer to interact with customer service immediately, without using an app or making a phone call.

• Conversational commerce, utilizing chat, messaging or other natural language interfaces, quickly is growing in popularity, especially in the service industry.

• It empowers customers to dictate the terms of their interaction with brands.

• We see it as a seamless option for businesses to integrate and personalize the entire B2C user experience.

Millennials will spend more than $200b annually this year. Eighty-nine percent of them use their smartphones to connect to the internet.

Text messages read in first three minutes90%

Open rate of text messages, nearly five times that of email 98%

Apps in two major app store platforms

Smartphone owners use three apps for 80% of usage, leading to app fatigue

2m

"45 Texting Statistics That Prove Businesses Need to Take SMS Seriously," OneReach website, onereach.com/blog/45-tesxting-statistics-that-prove-businesses-need-to-start-taking-sms-seriously

"Why businesses can't ignore SMS (Hint: 90% of people read a text message within the first 3 minutes)," VentureBeat


How do we close the customer experience gap?

• Customers may need to interact directly with

businesses, either in person or on the phone.

• Often, this takes more time for the customer and can

lead to frustration and dissatisfaction.

• As millennials become more prominent in the business

world, they expect to interact with businesses in a

different way.

• Conversational commerce allows customers to interact

with businesses in a much more seamless fashion in just

a few seconds.

Key considerations

• Customer experience strategy is not limited just to

customer-facing technologies. A customer doesn’t want

to deal with your organizational structure.

• Implementing advanced technologies in pockets will only

improve the customer experience in those pockets.

• Create an ecosystem of technologies focusing on the

impact on the customer experience throughout the life

cycle.

• Simplify and get rid of behemoth architectures that are

impossible to expand and understand.

• Revise the thinking about technology as part of the

growth strategy and not just as a cost savings or a

platform.

Customer expectations evolving at lightning pace, “catching up” strategy is not an option.


Enterprise process automation: the new frontier of digital transformation

+ =+Enterprise

processautomation

Case management

Decision-making

Workflow Robotics+

We believe the following lead to a competitive advantage:

Leveraging BPM and robotics as adjacent, foundational capabilities of enterprise process automation leads to exponentially greater business value throughout the organization.

Value realized include:

• Refined enterprise process visibility• Hyper-efficient workflow• More engaged and productive workforces• Transformed cost and operating models• Enhanced control and risk management• Superior customer experience

Legacy and core system transformation is critical to optimize processes, reduce costs, increase collaboration and enable innovation. BPM, robotic process automation (RPA) and robotic desktop automation (RDA) are methods demonstrating considerable potential in this space.


Enabling customer experience through a unified Pega intelligent automation platform

Mobile + chatbot

Case management + next best action + CPM

RPA and RDA

Customer opens chat on

a mobile device

Interaction with a friendly, neighborhood

chatbot

Case creation

System decision and create

a sales subcase

Chatbot uses information to

inform customer where to pick up

their new product

Close

Use bot to find ZIP code

to find the local store

location

A potential cross-selling and upselling


EY’s Pega capabilities

Business case development and

process prioritization

Pega architectural

reviews

Pega implementation

Center of excellence implementation and assessment

• Intelligent automationstrategy and vision

• Business and technical domain knowledge

• TOGAF-based (business, technology,data) reference models

• Industry experience and leading practices

• Process decomposition (with simulation modeling)

• Maturity and readiness assessment

• Workforce intelligence-driven process analysis

• Pega architectural assessments

• Review of governance model

• Delivery methodology assessment

• Detailed design reviews

• IA integrated architecture and road map

• Pega framework fit-gap assessment

• Application development, configuration and integration

• Robotics, AI, and chatbot evaluation and development

• Application architecture and design

• Pega agile methodology and governance

• Assets and accelerators

• Requirements and use-case process modeling

• Process reporting and metrics

• Quality assurance

• Governance model

• Roles and responsibilities

• Operating model and procedures

• Engagement model

• Competency development

• Quality management

• Infrastructure and integration management

• Knowledge management

• Vendor management

• Leading practices

Transformation leadership

• Program management

• Quality assurance

• Change management

• Communication strategy

• Risk management


Contacts

Scot Kinser

Pega Practice LeaderDallas, Texas, United StatesErnst & Young LLP + 1 214 293 2976 [email protected]

Jason Ladurantaye

Pega Delivery LeadAlpharetta, Georgia, United StatesErnst & Young LLP+ 1 404 405 0269 [email protected]

Albert Hahm

Pega Robotics LeadMcLean, Virginia, United StatesErnst & Young LLP

+ 1 703 747 0226 [email protected]

EY | Assurance | Tax | Transactions | Advisory

About EYEY is a global leader in assurance, tax, transaction and advisory services. The insights and quality services we deliver help build trust and confidence in the capital markets and in economies the world over. We develop outstanding leaders who team to deliver on our promises to all of our stakeholders. In so doing, we play a critical role in building a better working world for our people, for our clients and for our communities.

EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients. For more information about our organization, please visit ey.com.

Ernst & Young LLP is a client-serving member firm of Ernst & Young Global Limited operating in the US.

© 2018 Ernst & Young LLP. All Rights Reserved.

1804-2671512

ED None

This material has been prepared for general informational purposes only and is not intended to be relied upon as accounting, tax, or other professional advice. Please refer to your advisors for specific advice.

ey.com

deliver exceptional customer experience through ... · •pega framework fit-gap assessment...

Documents