Pegasystems Inc. · NASDAQ:PEGA
Pegasystems — PegaWorld iNspire 2023
29 slides from Pegasystems's conference presentation, 2023
Slide 1: Achieving Multi-Market Customer Happiness with Standard Chartered Bank
Achieving Multi-Market Customer Happiness with Standard Chartered Bank Khachig Kabakjian Global Chapter Head, Real-time Engagement Standard Chartered Bank © 2023 Pegasystems Inc.
Slide 2: Here For Good…
Here For Good... 59 World’s Best Employers 2022 Forbes List 653 branches We are present in worldwide 59 markets 100 Among the top\100 largest companies listed on the London Stock Exchange We're listed on the London and Hong Kong Stock Exchanges. PegaWorldiNspire
Slide 3: Who Do We Support?
< standard chartered *-seeee - Pee + eer e+ eee Proud Main Club Partner of Liverpool FC +r, Who Do We Support? PegaWorldiNspire
Slide 4: INTERNAL
Why iGustomermGenthiGiny7,
Slide 5: Centralized Decisioning…
• INTERNAL Centralized Decisioning…
Slide 6: Centralized Decisioning…
• INTERNAL Centralized Decisioning… Combining data, analytics & real-time decisioning to produce 1:1 outcomes Data Analytics Decisioning Outcome When? Travel history Data Book Where? Preferences Analytics Review How many? Who am I? Properties Re-book Filters My feedback Realtime Service People like
Slide 7: What's Common Here?
• INTERNAL What’s Common Here?
Slide 8: What's Next?
• INTERNAL What’s Next? Customer centricity is not an option anymore… It is an essential tool to survive!
Slide 9: INTERNAL
• INTERNAL 9
Slide 10: 95/5 Rule
• INTERNAL 95/5 Rule In soccer we have: • 90 min game • 22 players on the pitch • ~4 min per player with a ball • ~86 min per player without a ball The players movements in those 86 min make or break the game! And in customer engagement for banking, what matters is what we do when the customer is no
Slide 11: RTIM Vision
• INTERNAL RTIM Vision Below is a quick summary for what is planned for with RTIM EVERY EVERY EVERY ALL CUSTOMER CHANNEL PRODUCT THE TIME Every customer will be Mobile app, internet Every product currently The Pega RTIM brain will served centrally through banking, CRM, email, offered through any of
Slide 12: High Level RTIM Diagram
• INTERNAL High Level RTIM Diagram Below is a business flow of the RTIM Pega structure with other critical entities DATA, ANALYTICS & AI INTELLIGENCE EXPERIENCE CHANNELS Eligibility SC.com Customer Accounts Actions Actions Actions Actions Scoring Integration iBanking API Deposit CC Txn Txn Adaptive
Slide 13: Multi-Brand
Multi-Brand 13
Slide 14: What's The Challenge?
• INTERNAL • MarTech supports many markets: SG, HK, IN, MY, AE & Africa • Each market is not large enough to have a separate dedicated platform • The bank signed 2 markets license with Pega What’s The • We are decommissioning an obsolete on-prem platform Challenge? • Opportunity to consolidate our c
Slide 15: Platform Setup – From This…
• INTERNAL Platform Setup – From This… Singapore Hong Kong Instance 1 Instance 2 15
Slide 16: Platform Setup – To This…
• INTERNAL Platform Setup – To This… India Singapore Malaysia Hong Kong UAE Instance 1 Instance 2 16
Slide 17: How is This Working?
• INTERNAL How is This Working?
Slide 18: Customer Engagement
• INTERNAL Customer 18 Engagement
Slide 19: From This…
From This... g y
Slide 20: Flood of Messages
• INTERNAL Flood of Messages An endless list of untargeted messages where the customer doesn’t bother anymore!
Slide 21: App Store Feedback
• INTERNAL App Store Feedback Customers say we have too many ads!
Slide 22: To This…
To This...
Slide 23: EasyPay on Balance
• INTERNAL EasyPay on Balance
Slide 24: Customer Engagement
• INTERNAL Customer Engagement
Slide 25: Bill Payments?
• INTERNAL Bill Payments? Personal Loan? Credit Retirement? Card? Mortgage? Investment? Bonds? Unit Trust? Saving Account? Insurance? FX? Term Deposit?
Slide 26: Next Best Action!
• INTERNAL Next Best Action!
Slide 27: The People!
The People! PegaWorldiNspire
Slide 28: INTERNAL
• INTERNAL 28
Slide 29: Thanks!
\ (AAA AMs. “e a za 3s Ww Wes = OD 2 Thanks!