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1
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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