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Accenture Technology Vision 2019 for Pega


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Accenture Technology Vision 2019 for Pega

  2. 2. Digital transformation grants businesses exceptional capabilities. It also creates enormous expectations. With digital becoming table stakes, the post-digital challenge is how to go beyond personalized experiences. THE DOUBLE-EDGED SWORD IS SHARPER THAN EVER THE NEXT STOP: INDIVIDUALIZED EXPERIENCES = ULTRA-DIFFERENTIATION Copyright © 2019 Accenture. All rights reserved.
  3. 3. Thanks to advancements by Pega, digital technologies can now fulfill greater consumer and employee expectations. Advancements that Pega solutions are leveraging include: • Cloud proliferation: Scalability of storage and ease of entry • Advanced 5G: Network scalability and pervasive connectivity • Data availability: Unique accessibility to individualized wants and needs ENABLING TECHNOLOGIES AND KEY DRIVERS Copyright © 2019 Accenture. All rights reserved.
  4. 4. Each consumer, employee and business partner can enjoy their own reality in the post-digital world. For companies, every moment represents an opportunity to play a role in shaping it. Here are three of the trends Accenture identified that companies can use to make this happen: STANDING OUT: ORGANIZATIONAL DIFFERENTIATION Get to Know Me Human+ Worker MyMarkets Copyright © 2019 Accenture. All rights reserved.
  5. 5. Data is useless unless it can be tapped quickly to make the right decisions at the right time. Pega’s real-time decisioning engine aggregates old and new data to enable timely action on whatever it reveals, bad and good. This brings: • Always-relevant engagement across every channel. • More meaningful relationships than the personalization of yesterday. • Up-to-the-second, any-channel, next- best-action options so customer service agents can make the right decision at that moment. GET TO KNOW ME: BEYOND PERSONALIZATION Copyright © 2019 Accenture. All rights reserved.
  6. 6. Omni-channel, one-to-one communications with Vodafone Pega Marketing and the Customer Decision Hub helped integrate call centers, retail stores, web and mobile, IVR and campaign management. GET TO KNOW ME IN ACTION: TELECOMMUNICATIONS Now Vodafone can proactively monitor customer events in real-time, moment by moment, and if needed, quickly respond. The results: 7% 22% 12% increase in ARPU reduction in commissions increase in offer acceptance Copyright © 2019 Accenture. All rights reserved.
  7. 7. HUMAN+ WORKER: IT’S TIME TO GET PAST TRAINING 101 While workers can be empowered by technology, most companies still train and recruit for the ‘humans 1.0’ era. Accenture is addressing this first-hand, enabling employee and ultimately company success: • Adopting Pega’s own training to help Accenture’s employees become more successful with Pega products and services. • Creating tight collaboration webs of Pega skills across geographies and industries. • Tapping into specialized talent when customers and demand require it. • Using AI to constantly refine its recruiting approach. Copyright © 2019 Accenture. All rights reserved.
  8. 8. HUMAN+ WORKER IN ACTION: TRAVEL Accenture Aviation Experience Accelerator improves the efficiency and experience of airline employees and customers, which: • Enables crew members to set more accurate expectations for passengers - Is everything on schedule? • Gives the cabin crew more information - The passenger in 21A needs help with his bag. • Helps gate agents deal with disruptions - Is there time to re-route this customer? • Provides customer service reps with details - Why does the customer know more than me? Copyright © 2019 Accenture. All rights reserved.
  9. 9. MYMARKETS: UNLOCKING VALUE IN EVERY MOMENT Meeting customers during fleeting but valuable moments requires the ability to meet at the speed of now. Pega enables this with its real-time decisioning engine, through automation and by offering cloud scalability and integration via all three of the top cloud vendors. Copyright © 2019 Accenture. All rights reserved.
  10. 10. MYMARKETS IN ACTION: TELECOMMUNICATIONS When calling to ask about reducing the cost of their mobile plan, Pega’s Intelligent Customer Decisioning Engine uses up-to-the-minute customer data to calculate their propensity to walk away. The engine, taking advantage of fleeting opportunities, immediately prompts the agent with the top three personalized offers (out of dozens) to persuade that customer to stay. Copyright © 2019 Accenture. All rights reserved.
  11. 11. MYMARKETS IN ACTION: FINANCIAL SERVICES CYBG’s goal: become one of the UK’s largest challenger banks & take advantage of momentary opportunities. Primary roadblock: reliance on manual activities, slow customer onboarding. Accenture and Pega helped the bank: • Reduce account opening time from 15 days to 15 minutes. • Offer a complete end-to- end account opening journey via digital channels. Copyright © 2019 Accenture. All rights reserved.
  12. 12. THE POST-DIGITAL CALL-TO-ACTION: IMMEDIATE RELEVANCY The technology is ready. Consumers and employees are more than ready. As Pegasystems founder and CEO Alan Trefler recently said, “It’s time to stop emphasizing records over relationships.” Copyright © 2019 Accenture. All rights reserved.
  13. 13. HOW WILL ACCENTURE & PEGA HELP YOU BECOME A LEADER IN THE POST-DIGITAL ERA? Find out more at: www.accenture.com/pega #TechVision2019 www.accenture.com/techvisionpega
  14. 14. ABOUT ACCENTURE Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 477,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com. Copyright © 2019 Accenture. All rights reserved. This document is produced by consultants at Accenture as general guidance. It is not intended to provide specific advice on your circumstances. If you require advice or further details on any matters referred to, please contact your Accenture representative. This document makes descriptive reference to trademarks that may be owned by others. The use of such trademarks herein is not an assertion of ownership of such trademarks by Accenture and is not intended to represent or imply the existence of an association between Accenture and the lawful owners of such trademarks.