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Pega 101: Connecting Digital Customer Engagement to the Digital Process Automation That Makes It Happen
This information is not a commitment, promise or legal obligation made by Pegasystems, including that to deliver any material, code, or functionality. The timing of
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
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
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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”
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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