PegaWORLD 2014 Presentation: Vodafone: Excellent Enterprise Customer Experience through Digital Transformation

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    Changing Environment for Vodafone Consumer Focus

    Enterprise Growth

    Mobile

    Fixed Net & Converged

    Product Focus

    Solution Focus

    Telco Competitors

    New Competitors

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    Simplification

    Standardisation

    Digitisation

    Globalisation

    Vodafones Business Transformation Programme

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    Required Enterprise Service Capability Products

    Mobile Fixed Net Converged Custom

    Multinational

    Corporate

    Public

    SME

    Cu

    sto

    mer

    Seg

    men

    ts

    STANDARD PRODUCTS

    Based on INDUSTRIALISATION of processes

    COMPLEX

    SOLUTIONS

    Focus on

    ROBUSTNESS

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    Vodafones Enterprise Customers

    Enterprise

    27%

    Consumer

    73%

    Prelim Vodafone Group

    Service Revenue FY 2013/14

    39.5B (~$66.0B*)

    *Interbank Exchange Rate as of 2 June 2014

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    Customer Lifecycle

    Sell Run Build Build

    Fulfillment

    Order Handling

    Run

    Lifecycle Management

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    Largest Ever Enterprise Delivery Transformation

    Scalability & flexibility

    Highly skilled people

    Shared services, third parties

    Factory approach

    One project methodology

    Leveraging best practice

    One operating model

    One KPI dashboard

    Standard delivery model

    E2E order management tool

    One project management tool

    One product catalogue

    E2E order management tool

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    Sell Run Build Build

    Fulfillment

    Order Handling

    Local, Silo Oriented Global, E2E Process

    Pega Is Taking Us From Manual

    To Automated

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    Benefits

    CUSTOMER ENGAGEMENT OPERATIONAL EFFICIENCY BUSINESS AGILITY

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