Pegasystems Inc. · NASDAQ:PEGA
Pegasystems — Pega Community Forum 2023
29 slides from Pegasystems's conference presentation, 2023
Slide 1: Community Forum: How de Volksbank focusses on strongest customer relationship
Breakout | 1:1 Customer Engagement Community Forum How de Volksbank with multiple brands, focusses on becoming the bank with the strongest customer relationship
Slide 2: Becoming the bank with the strongest customer relationship
Classification: Public Becoming the bank with the strongest customer relationship
Slide 3: Eric Derksen, Lead Business Transformation
Hi! Eric Derksen Lead Business Transformation Classification: Public 3
Slide 4: de volksbank better for each other
de volksbank better for each other Our mission: Banking with a human touch Most important social KPIs De Volksbank contributes to the following SDGs We want to make society demonstrably better through human solutions + Climate-neutral balance sheet by 2030 to social problems. We do this through our
Slide 5: Building a digital future: Strategies and solutions to stay ahead of times
Pega community forum 2023 “ Building a digital future: Strategies and solutions to stay ahead of times ” Classification: Public 5
Slide 6: Building de Volksbank's future
Building de Volksbank’s future 01 Strengthening our customer relationship 02 focus on personalized interactions @ 03 Moving forward Classification: Public 6
Slide 7: Strengthening our customer relationship
01 Strengthening our customer relationship Classification: Public 7
Slide 8: A personal approach is crucial
A personal approach is crucial Classification: Public 8
Slide 9: Personal, relevant and consistent
Personal, relevant and consistent Classification: Public 9
Slide 10: Customer North Star
Customer North Star This is Jane, she lost her debit card during her holiday. Bad luck! She blocks her debit card in the mobile banking app of ASN Bank. Jane feels a bit relieved – her money is secured – but she thinks: ‘What is next?’. Jane receives a WhatsApp message from ASN Bank with tips on wha
Slide 11: Video call with an ASN Bank customer service agent
Based on the tips, Jane has a video call with an ASN Bank customer service agent about how to arrange Emergency Cash. The customer service agent takes care of this and tells Jane that everything is ready for her at a local bank close to her current location. The customer service agent also gets an a
Slide 12: North Star approach
North Star approach 3.3 million Customers customers Channels Channels Brands Customer Decision Hub Governance Enablement Tooling Capabilities Data foundation Strengthening our customer relationship Classification: Public 12
Slide 13: Making impact
Making impact Having a relevant conversation Always on, not just with based on customer needs. campaigns. Across all financial services and Balancing service and propositions. commercial offerings. Classification: Public 13
Slide 14: The importance of a business transformation
The importance of a business transformation 1-to-many 1-to-some 1-to-1 Targeting Channels Mindset Focus on Focus on business needs relevance Fragmented approach for Holistic approach for Organization customer engagement customer engagement Classification: Public 14
Slide 15: Focus on personalized interactions
02 focus on personalized interactions Classification: Public 15
Slide 16: People's need first, business will follow
People’s need first, business will follow Be the bank with the strongest customer relationship A personal relationship, that is our strength “ We pay sincere attention to the growth of every person. .. Being a bank where employees and customers can be proud of. ” Classification: Public 16
Slide 17: Connected channels
Connected channels Classification: Public 17
Slide 18: Results
Results Banking • After-sales NBA’s: Avg. CTR 1.8% Avg. CTR 0.7% environment • Sales NBA’s: Avg. CTR 1.5% • Orientation NBA’s: Avg. CTR 5.7% App Avg. CTR 2.7% • Service NBA’s: Avg. CTR 4.1% • Sales NBA’s: Avg. CTR 1.4% Website Avg. CTR 0.3% • Service NBA’s: Avg. CTR 0.6% Uplift of 30%! Classificatio
Slide 19: Know Your Customer
Category: Financial Care Know Your Customer App Avg. CTR 8.4% Banking environment Avg. CTR 1.3% Classification: Public 19
Slide 20: Collections
Category: Financial Care Collections Classification: Public 20
Slide 21: Future advisory committee
Category: Content Future advisory committee 10 open positions 250 customers applied Classification: Public 21
Slide 22: Testing propositions
Testing propositions Category: Service NBA was in production for 310 minutes, reached 14.000 unique visitors Classification: Public 22
Slide 23: Business transformation and focus
Business transformation and focus What does SNS need to do, to realise a bigger impact with customer engagement? SNS leadership team Sponsorship and commitment Project team Project management, guidelines, enablement, target setting Team Branding Team Customer Relationship Personalization team Analyt
Slide 24: Target setting
Target setting Focus for Q4 2023 and Q1 2024 • Available NBA’s from 110 to 250 • Avg. # impressions per month from 3 million to 4 million • Avg. CTR % per month from 0.6 to 1.2% • Start with 50 outbound email interactions Classification: Public 24
Slide 25: Moving forward
03 Moving forward Classification: Public 25
Slide 26: Proof of Concept: Pega CS
Proof of Concept: Pega CS Classification: Public
Slide 27: Looking at 2024
Looking at 2024 Apply learnings from SNS Explore to other brands • Pega CDH multi-application feature • Customer journey functionality • Multi brand AI models and GenAI Expanding possibilities • Outbound channels • New positions on website • Customer assisted channels using Pega CS Classification: P
Slide 28: beter voor elkaar
beter voor elkaar Classification: Public 28
Slide 29: Thank you
Thank you for your attention! Classification: Public 29