Tom Harrington's presentation from the 2018 DigIn conference.

1. © 2018 Pegasystems, Inc. CONFIDENTIAL
Bridging the Digital Gap
Connecting customer engagement and digital process automation
DigIn 2018: The Digital Future of Insurance

2. Pega software connects your customers to outcomes
Customer
Engagement
Digital
Process
Automation
Deepen
relationships
Sell more
Increase retention
Streamline service
Deliver frictionless
experiences
Acquire customers
Engage proactively
Accelerate
transformation
Automate work
across silos
Optimize with AI and
Robotics
Deliver apps 8X
faster than coding
Simplify compliance
JOURNEY-
CENTRIC
RAPID
DELIVERY
REALTIME,
OMNI-CHANNEL
AI
END-TO-END
ROBOTIC
AUTOMATION
CLOUD
CHOICE
SITUATIONAL
LAYER CAKE
SOFTWARE
THAT WRITES
YOUR
SOFTWARE

3. The Digital Vision…..

4. SatisfactionExpense Process
Benefits of a Digitized Insurance Journey
NPS
25% 40%
Source: Boston Consulting Group

5. ….The Digital Reality

6. 35%
Industry applications run on
legacy technology and are not
cloud ready
~35%
Of carriers rely on static digital
channels to serve customers
online needs
13
The average years of most core
systems within carriers
operations
The Industry’s Silo’s are an Impediment
Sources:
: BCG “Building a Digital Technology Foundation in Insurance”
6

8. Chasing Digital
Transformation…
Building a mobile app
Implementing a chatbot
Deploying a bunch of RPA bots
Opening an innovation lab
Designing an open workspace
CRM on the cloud
Architecting microservices
… in a world of
digital chaos

9. Digital “Destroys Value”…?
Source: McKinsey “Facing Digital Reality” March 2017

10. 10
Delivering unexpected digital experiences can have
unexpected consequences

11. Deliver new digital experience – but at what cost. do you
risk offending your existing customer base
11
New Persona #1:
The “I Ain’t Waiting In this Line”
Mobile User

12. Deliver new digital experience – but at what cost. do you
risk offending your existing customer base
12
New Persona #2:
The Disillusioned Loyal
Customer

13. Deliver new digital experience – but at what cost. do you
risk offending your existing customer base
13
New Persona #2:
The Producer Channel
New Persona #1:
The Digital Direct Insurance
Buyer

14. 14
And, A Whole New Set of Challenges…..
Did you get my
claim…I just
uploaded it?
Where is my
Quote…I just
pressed
submit?
I tried to add a
vehicle to my
policy…did it
go through?

15. 38%
Insurance executives see the
speed of technological change as
a top threat to growth prospects
25%
Are concerned about the impact
changing consumer behaviors
will have on their business
20%+
Are worried about new market
entrants and the possibility of
supply chain disruption in their
business
Insurance Executives Are Concerned
Sources:
PWC’s 21st CEO Survey ”
15

16. More than half of global insurers
expect to acquire new
technologies within the next 3
years
Source: Deloitte 2018

17. 17
$205M
2016 2021
48%
CAGR
$1.4B
Global Insurance Spending on AI Technologies Proliferating
• Source: IDC Worldwide Semiannual Cognitive Artificial Intelligence Spending Guide” Sept 2017

18. 19
Where Do Carriers Start?

19. Carriers Need to Focus on E2E Journeys
20

20. Three well-intentioned
MISTAKES
1
Tasks, not outcomes2
Silos, not end-to-end3
Channels, not journeys

21. Channels, not journeys
SYMPTOMS
• Customers can’t move between channels
• Siloed development teams custom-coding
logic into channels
RESULTS
• Bad, inconsistent experiences
• Frustrated employees and inefficiency
• Lack of reuse drives increased costs
and freezes innovation
1

22. Tasks, not outcomes2
OUTCOMES
SYMPTOMS
• Lack of common processes across systems,
regions, and LOBs
• Siloed investments in robotic band-aids
RESULTS
• Disjointed customer experience
• Proliferation of unmanaged bots
• Little visibility into improvement opportunities

23. Silos, not end-to-end
OUTCOMES
3

24. Future-proof architecture
Bridging the Digital Gap
Real-time, Omni-channel AI and End-to-end Robotic Automation

25. OUTCOMES
Future-proof architecture
Build your bridge one journey at a time

26. OUTCOMES
Future-proof architecture
Build your bridge one journey at a time

27. OUTCOMES
Future-proof architecture
Build your bridge one journey at a time

28. Situational Layer Cake
Organizes and simplifies the dimensions of your business
Future-proof your business
OUTCOMES
Customer
Product
Region

29. Future-proof your technology

30. software
your
writes
that
software
Future-proof your technology
software that writes your software
• Business and IT
collaborate in a single
environment
• Fit-for-purpose models
for automations, AI, and
user experience
• AI-powered guardrails
and automatic
documentation

31. Future-proof your technology
CLOUD CHOICE
Cloud Choice
Guaranteed flexibility
software that writes your software®
Software that perfects your software.®

32. Evolving Sales and Service
at CSAA
““We really want to create the perfect customer
experience… simple, pro-active, and personal.”
- Jagan Subramanian
Director, EAS@ CSAA
Simple, Pro-Active, and Personal. CSAA ties together all of
their data into what they call their “Customer 360”
application, so they can view consolidated customer
information, manage all their products, and pro-actively sell
new business – all from one place.
• 5 million customer calls per year
• 30 second decrease in AHT
• Code drop down to 2 hours from 2 days

33. Earning back trust at
The 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 unnecessary impressions
• 6X increase in response rate
• 20% improvement in retention
• 18 point increase in NPS
• 10-1 return on investment

34. Building connections to the
customer at General Motors
“At every key-turn, we have an opportunity to improve the
customer experience… Pega is helping us decision over a
million times an hour, and we only expect that to grow.”
- Dave Mingle
Global Customer Experience Execution, GM
GM has over 12 million connected vehicles on the road – 3
times the rest of the industry, combined. Pega’s Customer
Decision Hub AI provides Next-Best-Action decisions that
integrate the vehicle, mobile apps, call center advisors,
owner websites, and outbound channels like email & SMS.
• Customer decisioning across 10+ channels
• 1 million Next-Best-Action decisions / hour
• 5 billion Next-Best-Action decisions / year
• 3 million active mobile users
• Top ranking for sales & service satisfaction
35