deliver exceptional customer experience through ... · •pega framework fit-gap assessment...
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Deliver exceptional customer experience through intelligent automation
2Deliver exceptional customer experience through intelligent automation |
Industry trends and EY insights
• To combat app fatigue, companies should move toward interaction with customers directly. Most customers prefer to interact with customer service immediately, without using an app or making a phone call.
• Conversational commerce, utilizing chat, messaging or other natural language interfaces, quickly is growing in popularity, especially in the service industry.
• It empowers customers to dictate the terms of their interaction with brands.
• We see it as a seamless option for businesses to integrate and personalize the entire B2C user experience.
Millennials will spend more than $200b annually this year. Eighty-nine percent of them use their smartphones to connect to the internet.
Text messages read in first three minutes90%
Open rate of text messages, nearly five times that of email 98%
Apps in two major app store platforms
Smartphone owners use three apps for 80% of usage, leading to app fatigue
2m
"45 Texting Statistics That Prove Businesses Need to Take SMS Seriously," OneReach website, onereach.com/blog/45-tesxting-statistics-that-prove-businesses-need-to-start-taking-sms-seriously
"Why businesses can't ignore SMS (Hint: 90% of people read a text message within the first 3 minutes)," VentureBeat
3Deliver exceptional customer experience through intelligent automation |
How do we close the customer experience gap?
• Customers may need to interact directly with
businesses, either in person or on the phone.
• Often, this takes more time for the customer and can
lead to frustration and dissatisfaction.
• As millennials become more prominent in the business
world, they expect to interact with businesses in a
different way.
• Conversational commerce allows customers to interact
with businesses in a much more seamless fashion in just
a few seconds.
Key considerations
• Customer experience strategy is not limited just to
customer-facing technologies. A customer doesn’t want
to deal with your organizational structure.
• Implementing advanced technologies in pockets will only
improve the customer experience in those pockets.
• Create an ecosystem of technologies focusing on the
impact on the customer experience throughout the life
cycle.
• Simplify and get rid of behemoth architectures that are
impossible to expand and understand.
• Revise the thinking about technology as part of the
growth strategy and not just as a cost savings or a
platform.
Customer expectations evolving at lightning pace, “catching up” strategy is not an option.
4Deliver exceptional customer experience through intelligent automation |
Enterprise process automation: the new frontier of digital transformation
+ =+Enterprise
processautomation
Case management
Decision-making
Workflow Robotics+
We believe the following lead to a competitive advantage:
Leveraging BPM and robotics as adjacent, foundational capabilities of enterprise process automation leads to exponentially greater business value throughout the organization.
Value realized include:
• Refined enterprise process visibility• Hyper-efficient workflow• More engaged and productive workforces• Transformed cost and operating models• Enhanced control and risk management• Superior customer experience
Legacy and core system transformation is critical to optimize processes, reduce costs, increase collaboration and enable innovation. BPM, robotic process automation (RPA) and robotic desktop automation (RDA) are methods demonstrating considerable potential in this space.
5Deliver exceptional customer experience through intelligent automation |
Enabling customer experience through a unified Pega intelligent automation platform
Mobile + chatbot
Case management + next best action + CPM
RPA and RDA
Customer opens chat on
a mobile device
Interaction with a friendly, neighborhood
chatbot
Case creation
System decision and create
a sales subcase
Chatbot uses information to
inform customer where to pick up
their new product
Close
Use bot to find ZIP code
to find the local store
location
A potential cross-selling and upselling
6Deliver exceptional customer experience through intelligent automation |
EY’s Pega capabilities
Business case development and
process prioritization
Pega architectural
reviews
Pega implementation
Center of excellence implementation and assessment
• Intelligent automationstrategy and vision
• Business and technical domain knowledge
• TOGAF-based (business, technology,data) reference models
• Industry experience and leading practices
• Process decomposition (with simulation modeling)
• Maturity and readiness assessment
• Workforce intelligence-driven process analysis
• Pega architectural assessments
• Review of governance model
• Delivery methodology assessment
• Detailed design reviews
• IA integrated architecture and road map
• Pega framework fit-gap assessment
• Application development, configuration and integration
• Robotics, AI, and chatbot evaluation and development
• Application architecture and design
• Pega agile methodology and governance
• Assets and accelerators
• Requirements and use-case process modeling
• Process reporting and metrics
• Quality assurance
• Governance model
• Roles and responsibilities
• Operating model and procedures
• Engagement model
• Competency development
• Quality management
• Infrastructure and integration management
• Knowledge management
• Vendor management
• Leading practices
Transformation leadership
• Program management
• Quality assurance
• Change management
• Communication strategy
• Risk management
7Deliver exceptional customer experience through intelligent automation |
Contacts
Scot Kinser
Pega Practice LeaderDallas, Texas, United StatesErnst & Young LLP + 1 214 293 2976 [email protected]
Jason Ladurantaye
Pega Delivery LeadAlpharetta, Georgia, United StatesErnst & Young LLP+ 1 404 405 0269 [email protected]
Albert Hahm
Pega Robotics LeadMcLean, Virginia, United StatesErnst & Young LLP
+ 1 703 747 0226 [email protected]
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