Navigating the Post-Digital Era with Pega

NAVIGATING THE
POST-DIGITAL
ERA WITH PEGAACCENTURE TECHNOLOGY VISION 2019
FOR PEGA

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.

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

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

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

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

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.

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?

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.

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.

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.

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.”

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

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.
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.

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