Experience the Future of Customer Engagement

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Experience the Future of Customer Engagement

Jeff Nicholson

VP of CRMPegasystems

#CRMEvolved

Human

Listen With Intent

Understand & Empathize

Take Responsibility

Learn and Adapt

Continuous sensing & observing

Next-best-action within the situational context

Change ”on-the-fly” driven by business

Take action & make sure it gets done effortlessly

Systems of Information

Systems of Insight

CRM Evolved: Engage across the Complete Customer Journey

Engage with

offers of value

Optimize

Sales Revenue

Satisfy and

serve

Make good on

your promises

Awareness Consideration Evaluation Selection Purchase Use Repurchase

The Customer Decision Cycle

Acquisition Onboarding Cross-sell Up-sell Retention WinbackAdvocacy

Your Business Goals

Always-on

Brain

Your Business Functions

CRM Evolved: Engage across the Complete Customer Journey

Engage with

offers of value

Optimize

Sales Revenue

Satisfy and

serve

Make good on

your promises

Awareness Consideration Evaluation Selection Purchase Use Repurchase

The Customer Decision Cycle

Acquisition Onboarding Cross-sell Up-sell Retention WinbackAdvocacy

Your Business Goals

PEGA

CUSTOMER

DECISION

HUB

Your Business Functions

PEGA MARKETING

PEGA SALES AUTOMATION

PEGA 7PLATFORM

PEGA CUSTOMERSERVICE

Pega Marketing

Pega Marketing: Dashboard

Pega Marketing: Campaign Management

Pega Marketing: Campaign Audience

Pega Marketing: Campaign DashboardPega Marketing: Build a Strategy

Pega Marketing: Run a campaign

CONTINUOUSLY TAILORING

with real-time, contextual and

predictive offers

Increased acceptance by 300%

30 million customers

Churn went from 2% to 1.2%

“We can make our analytics

operational and actionable, we can

bring them to life for the agent.”

Suzanne Woolley

Head of Customer Base Management

Forrester study demonstrates an ROI of 438%

• Payback Period of just 4.7

Months

• Incremental Retained

Customer Revenue

exceeding $297 Million

• 797% Return on Marketing

Investment (ROMI)

https://www.pega.com/forrester-tei-marketing

Pega Sales Automation

Sales Automation: Intelligent Guided Selling

Sales Automation: End-to-End Process

Pega Sales Automation

Driving client retention and

expansion using sales automation

and Next-Best-Action analytics

180,000 insurance agents

“It prompts that next best action. It gives someone, as a

manager, an opportunity to sit down and speak with a specific

agent on an opportunity that may be right there in front of them.”

Larik Hall

Chief Distribution Officer, AIG Japan

Pega Customer Service

Pega Customer Service: Dashboard

Pega Customer Service: Customer Interaction

Pega Customer Service: Social Interactions

Pega Customer Service: Social Dashboard

Pega Customer Service

New end-to-end system providing exceptional

global, personalized service resulting in a

3X increase in customer

satisfaction

“An integrated solution that meets the needs of customers and

exceeds their expectations.”

Jim Bush

Executive Vice President, World Service, American Express

Not all technology gets you closer to customers

Pegasystems + OpenSpan

Workforce

Intelligence

Robotic Desktop

AutomationRobotic Process

Automation

Pega 7 Platform

Pega delivers the next evolution of CRM

+

20152015

PegasystemsAppian

IBM

2015

Salesforce

Pegasystems

Microsoft

OracleSAP+

Continuous Sensing &

Orchestration

Prescriptive Insights

for Every Moment

IBM

Appian

Pegasystems

2015

Institutional Memory

& Accountability

CRM Evolved

LEADER IN CRM #2BPM #1 REAL-TIME DECISIONS #1 CASE MANAGEMENT #1

#CRMEvolved

Evolving the customer journey

Call History

Tweets

Account Info

Payment History

Next Best Action

Send Network Extender Offer via Push Notification

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