Pegasystems Inc. · NASDAQ:PEGA
Pegasystems — PegaWorld iNspire 2023
19 slides from Pegasystems's conference presentation, 2023
Slide 1: Bupa is transforming healthcare as we know it
BUPA is transforming healthcare as we know it Lisa Dickson Bupa, Australia “Our ambition is to be the world’s most customer centric healthcare company” © 2023 Pegasystems Inc.
Slide 2: Lisa Dickson
Lisa’s emoji Lisa Dickson
Slide 3: Helping our customers to live longer, happier, healthier lives
Helping our customers to live longer, happier, healthier lives
Slide 4: Hospital, Aged care, Wellbeing
Hospital Aged care Wellbeing Dental Optical Home & car insurance Pet insurance
Slide 5: Industry challenges
Industry challenges
Slide 6: Personalised, two-way customer conversations, enriched with empathy and emotion
Personalised, two-way customer conversations, enriched with empathy and emotion 6
Slide 7: Moments That Matter the Most to Our Customers
Moments That Matter the Most to Our Customers
Slide 8: Customer decision hub
fE® PEGA Customer decision hub
Slide 9: In the first 6 months
In the first 6 months… Also in the first 6 months… More than 100 active propositions in Pega + 50% Delivery efficiency uplift +$5.2M 1st use case: 65 Personalised sales NPS + $1m Partnership pathway (incremental revenue, spend savings annualised) +$2.4M 2nd use case: 23 + 30% Customer response uplif
Slide 10: Outbound personalisation
Facebook Abandon HORIZON 1 ous Outbound personalisation Product Recommendatior Lead Management Google Display Research Retail Stores Contact Centre Web Chat fE@& PEGA
Slide 11: Welcome, Being rewarded, Health experiences
Welcome Being rewarded Health experiences • Personalised • Testing a range of • Hospital and at welcome rewards categories home care experiences • Responding quickly • Proactive as well as • An extension of to customer reactive care personalised sales feedback and funnel complaints
Slide 12: With automation & machine learning in place, the human brains have more capacity
With automation & machine learning in place, the human brains have more capacity to shape strategy and value Customer centric – watch this space Security classification here
Slide 13: Aunty Betty
Aunty Betty 90 years Aunt Bea Also 90 years Her daughter Deb 34 years
Slide 14: Ease of out of the box connectors to our tech eco system
Ease of out of the box connectors to our tech eco system
Slide 15: Slide 15
Slide 16: Centralised content supply
1. Research 2. Design Strategy Development Centralised DATA 5. Measurement & content 3. Platform Optimisation Management supply Content chain Trigger Mail 4. Orchestration Paid Media Email Retail SMS NBA IVR Chatbot Chatbot App Partners Websites
Slide 17: A reimagined delivery system
It starts with an OPPORTUNITY/PROBLEM Monitor, Validate and measure and prioritise the look for opportunities right opportunities to optimize We’ve got all we need! A reimagined We explore deeper insights The team gets to work on into existing problems and IMPLEMENTATION & DELIVERY delivery choose t
Slide 18: Shaping Bupa's Future Through a Powerful Partnership
Shaping Bupa’s Future Through a Powerful Partnership • Data structures • Wizard accelerators • Customer insights • NBA designer • Case management • Customer service • Fraud & risk • Marketing operations
Slide 19: Thank you
Thank you 19