Transcription
Customer experiencewith Vodafoneand PegaHyper personalisedand always-on.
Partnerwith Pega4-8%Companies that excelat customer experiencegrow revenues 4-8%above the market.Bain & Co. 2015
Today, customer experience (CX) is about to overtakeseamless journey across all channels isn’t easy. Butprice and product as the most important brandit’s necessary to creating those magic momentsdifferentiator. Vodafone has the potential to excel at CXwhich build loyalty and lifetime value. Execute itin a unique and powerful way – one that differentiatesflawlessly and Vodafone can own the CX space.you from other communications providers who are‘going digital’.Pega can help Vodafone achieve this vision with aBy knowing your customers inside out, Vodafone canon your existing environment. We’ll manage thedeliver on your promise of being a customer-centricend-to-end journey so that fast and agileorganisation. Where you interact with customers atapplications overlay legacy systems like billing andexactly the right time and place. Where everyactivation that take time to adapt. That meansexperience is completely effortless and feels like it hassupporting every back-office change so you enjoy abeen choreographed for the customer. Delivering afast and seamless transition from old to new.Pega and Vodafone Executive summaryCustomer experienceis the new battlegrounddigital customer engagement platform that builds3
Executive summaryVodafone’s commitmentto customer excellenceCustomer experience excellence is an absolutenecessity. At Pega, we know the importance you placeon getting it right. In fact, “providing the best realtime, contextual and personalised customerexperience” plays a key role within the VodafoneGroup strategy and is an important differentiator foryour business. Equally, it’s also at the heart of yourmission to be a digital first, customer-centricorganisation that better reflects the needs andexpectations of its customers.From helping a customer browse a product or serviceon your website to buying in a way that fits in withtheir daily lives, you want customers to have the mostengaging and inspiring experience possible.Experiences that mean they want to join Vodafoneand stay with Vodafone, because of the standard ofservice you provide.Today’s ever-changingcustomer journeyToday’s customer journey is non-linear, cross-channel,and increasingly digital. It touches not just marketing,but also sales, service, and operational functions. Thecustomer is in the driving seat and because yourmarkets, channels, data, and business functions aresiloed, it’s difficult to serve up the engagingexperience customers demand. However, with Pega,there’s a different approach. Our platform uses AI tomake decisions on the next best action so you canengage in real time and with the right context.Pega’s automation goes one step further by findingrepetitive processes to eliminate or optimise so yourpeople can focus on putting the customer experiencesquarely in the centre of your business.
Vodafone and Pega are two businesses that know each otherwell. We have successfully collaborated with Vodafone Groupand operating countries including the UK, Germany, Italy,Turkey, and Spain. Right now we’re implementing digitalDeliver rapidimprovements toyour existingcustomer services,sales, and marketingperformance.Help you introducemore self-serviceoptions that areconvenient forcustomers andcost-effective forVodafone.Enable Vodafone tocapitalise on newmarket opportunitieswithout beingconstrained bycomplex legacysystems.Create a plan fortransitioning fromold to new systemswithout impactingyour businessperformance andability to grow.transformation underpinnings across customer service andsupport, sales and operations, and most recently to implementthe ‘Always on Marketing’ (AoM) platform at group level.We want to continue helping you address your challenges andgrow. Leveraging AI from the heart of the AoM programme,Pega’s Customer Decision Hub will use advanced analyticsTMand interaction history to help you deliver the right contextualactions at the various stages of the omni-channel journey.As well as marketing, you can deploy next-best-actionstrategies in a variety of other areas such as sales, customerservice, risk and operational decisions. You’ll be able to think inPega and Vodafone Executive summaryTwo businesses.One aimOur vision for Vodafoneis to build agility andbest-practice CX into yourexisting environment.We want to:Use machinelearning andautomation toincrease efficienciesand deliverimmediate results.your customer’s shoes, build for an omni-channel world, andget real value and ROI fast.5
Stronger togetherUnderstandingyour challenges.Customer expectations vary little across the Vodafonefootprint. Everyone wants the same personalisedexperience from any channel and any device. Siloed data,processes, and systems make it difficult to meet thischallenge. That’s why every operating country can benefitfrom a standardised approach to ‘always-on’ experience.Where the cloud can turn complexity into a simple,impactful and hyper-personalised message for one.Legacy systems and their associated complexities are nolonger just IT’s domain. Business executives from allservice industries recognise that fragmented processescreate problems for customers, not just back-office teams.Vodafone is no different. By addressing the issues thathold you back, Pega can help you compete on the mostimportant battleground – customer experience.We can help Vodafone overcomelegacy constraints and meet yourstrategic objectives to: Deliver personalised and consistentcustomer experiences across every channel Provide connectivity that’s ‘always-on’,reliable and secure Wow customer with ‘more for more’propositions that are excellent value Reward customer for loyalty Make the most of a diverse andtalented workforce Grow converged services that aremulti-dimensional Become an NPS leader in all markets“If there’s one reason we have done better than our peers in the internet space over the last six years,it is because we have focused like a laser on customer experience.”Jeff Bezos, Amazon CEO
Win new customersEvery time a customer calls, emails, tweets, or chatsYour sales teams are probably spending toois an opportunity for real engagement that canmuch time on manual processes – not productivedifferentiate Vodafone in the era of ‘best customerconversations that can lead to closing deals.experience’. Pega can help break down the walls toPega works hard to understand the intricacies ofinnovation and make every moment count; setyour current environment so we can equip salesmeaningful business outcomes, and deliverand marketing teams with intelligent insights thatincremental benefits to customers and yourcan ramp up revenues, faster.bottom line.Pega and Vodafone Stronger togetherWorking to achieve results, fasterSeize the benefits of agiledigital engagementMost customer problems can be solved with theright experience and information to hand. But somany answers are locked away in siloes. It’s timeto let them out. Pega can help you harness thepower of sales, service, and marketing knowledgeon one end-to-end platform.7
Stronger togetherKeep existingcustomersYour employees can’t become empathy experts withoutcontext. Agents need to know exactly what customerswant and why they need it. Without a personalisedapproach, they can’t turn around a bad experience andwin back trust. Predictive intelligence can help makecomplicated processes easy for customers, even whenthe back-end doesn’t look so pretty.Pega: A partner to accelerate changeWorking with Vodafone on your first step towardsend-to-end customer engagement has been a realprivilege. We understand the full context of yourlegacy systems, challenges, and ambitions to beleaders in customer experience and want to be apart of the journey.Be known for new ideasA complete transformation to an ‘always-on’Repetitive processes and duplicate data can wearyou need to build up from a vast, complexdown service teams so there’s no room forfoundation in order to maximise value and reduceinspiration. By embracing automation, your peoplerisks. We appreciate your commercial priorities anddon’t have to tab, search, copy, and paste.share your vision for agile solutions that deliverProductivity bots can take the hard yards out ofimpact through iterative change. We want to helpimproving everyday tasks like managing orders,you deliver quick wins and develop a platform that’sreturns, and upgrades. With the freedom to focus onready for next-generation applications as youthe customer, your people can go beyond the basicsbecome more and more customer obsessed.and start exceeding expectations.customer experience isn’t easy. Especially when
in the same way your customers do: throughmultiple touchpoints and all the differentprocesses, systems and transactions that happenwithin those touchpoints.Take the problems that Vodafone faced with overlycomplex customer service and order managementfunctions. Working together has enabled us toaddress these challenges. Today they are bothWalt Disney said it best, “Do what you do so wellthat they will want to see it again and bring theirfriends.” The fact is, creating strong engagementbetween your company and your customers is amuch simpler, and significantly faster. It’sadvancements like these that start to deliver thekind of experiences that your customers not onlyPega and Vodafone Customer centricitySee theworld as yourcustomers doTo achieve this, you need start looking at the worldwant – but expect.business opportunity that should not beoverlooked. Most businesses are failing when itcomes to the customer experience, which is youropportunity to draw in those same customers andbring them closer towards Vodafone.“Do what you do so well that they will wantto see it again and bring their friends.”Walt Disney9
Customer centricityDeliver an end-to-end experienceUnderstanding the customers end-to-end experienceRemember everythingabout your customersis vital. Only by looking at the customer’s experienceIn most organisations, customer views are fragmentedthrough his or her own eyes–along the entire journeyand incomplete. When consumers reach out for help ortaken–can you really begin to understand how tomarketers attempt to create tailored offers, it’s oftenmeaningfully improve performance.more frustrating than it should be. The Pega CustomerDecision HubTM is designed to remember everythingPredict customer needs with an‘always-on’ digital brainPega’s AI-powered CRM suite is transforming the wayenterprises drive greater engagement across the entirecustomer journey. Think of it as an ‘always on’ digitalcustomer brain that always allows you to put thecustomer first. Powered by predictive analytics andproven AI, the brain senses your customer needs andalways knows their mind set along the journey. It theninforms your systems, touchpoints and customerfacing employees as to the right action to take at anygiven moment in time.about your customers so you can always recognisethem and provide service that exceeds theirexpectations. Real-time decision-making means youcan process data such as lead scoring, responselikelihood, propensity to purchase, and churn risk tocreate a personalised profile for each customer.Compiled data is then used to drive predictive analyticsand help identify potential future needs and outcomes.
Today there is a huge opportunity for you to take atechnological leap forward and lead the way in thekey area of customer experience. We’ll help youdefine end-to-end customer journeys acrossCustomer Decision Hub TM you’ll make best actiondecisions across web, store, mobile, and chat.What’s more, you’ll delight your customer, build abetter reputation, and enhance customer trustand loyalty.multiple touchpoints. So you can convert more newcustomers and better serve existing ones. Andyou’ll have the advantages of real-time discoveryand analytics to monetise your digital services.Anticipate and reactto customer needsYou’ll be able to deliver personalised, consistentconnected experiences to customers across everyMake better, more profitabledecisions fasterYou’ll not only be able to collect the right data, butequally important you’ll have the right tools toaggregate, analyse and use it more effectively.Being AI-enabled, you’ll be able to take the rightaction at every customer interaction and withpowerful data insight, be able to predict a problemeven before it happens. In fact, with Pega’schannel and every device. And, we’ll help youPega and Vodafone Customer centricityYour opportunity to lead the wayachieve greater engagement with your ‘always on’,‘always connected’ customers, anticipate and reactto their needs, and dynamically recommend thenext best actions – in real time. Most of all, roboticsand powerful end-to-end automation will give youan important jump on your competition. Chatbotsfor example are great at relieving time pooremployees, so you’ll benefit from faster, higherquality customer interactions almost immediately.11
Customer centricityRemove legacy constraintsWith Pega, Vodafone will become a lot more agileOpen the doors to new waysof workingand be able to orchestrate work between humans,Partnering with Pega will enable you to break down therobots, systems, and applications. You’ll also need towalls to innovation, increase productivity and empowerbe ready for those unexpected changes in theyour people to design applications with low-code,market such as process re-engineering, newcloud-based visual tools that turn complexityapplications and new collaborations. With cloud,into simplicity.robotics, and business process automation you’llfinally be able to remove legacy constraints so youcan serve customers quicker, and improve theperformance of your sales and service.What’s more, we can help you think more multidimensionally (across products, channels, and evenregions) for every type of customer. We will bringtogether your fragmented systems, silos and projectsunder one platform. A powerful platform that enablesyou to roll out new products, regions, or channelswithout the problems of copying or rewriting yourapplication. It’s also a simple to use platform that canstart to deliver results in just weeks.
We’ve had the pleasure of working withpeer group recommendations about the bestBest of all, the Pega Platform TM is so intuitive itcommunications companies in every part of theoffers in every industry. Accenture havedoesn’t require involvement from IT. The teamsworld. We understand global market pressuresmonitored the impact on communicationsresponsible for retention are in complete control ofand what they mean to Vodafone. We also knowcompanies and concluded that people have neverthe systems they use.your local markets and the challenges you facebeen more motivated to switch.from new ways of working. We can use ourextensive experience in technology to ensure theSprint needed a new approach to retention if theylatest learnings are applied to your journey.were going to keep customers happy and reduceHere are some success stories that can inspirecontextual information that reflects howyour thinking.customers see their organisation. Agents nowchurn. They empowered agents with real-time,have insights on the latest sequence of events soSprint rebuilt their retention strategyin 13 weeks and reduced churn by 10%they can respond to customer needs with theThe digital era has given customers access tothat Sprint can understand what combinationsinformation 24/7. People spend so much time onleads to unhappy customers.their mobiles it’s easy to read industry blogs andPega and Vodafone partner with PegaPartner with Pega“We’ve seen a 50% increase in net promoterscore. And ultimately, what matters,14% churn reduction.”Roger Sole, CMO, Sprintnext-best action. And because of its AI-brain, theplatform learns from patterns of behaviour so13
A proven track recordof customer successScotiabank accelerates customerengagement with agile AI for over11,000 agentsUsing Pega’s Customer Decision HubTM , PegaMarketingTM , Pega Customer ServiceTM , and the PegaPlatformTM , Scotia developed their “Digital Factory” – anagile laboratory they could use to bring new productsand experiences to market in record time.Banking is no longer a Monday-Friday business – it’sabout being available 24/7, 365 – wherever andwhenever the customer comes calling. Scotiabank knewit needed a drastically different environment than itslegacy systems were designed to handle. They knew theyScotiabank implemented the Pega CustomerDecision Hub in less than two months. Prior toPega, they selected which offers to showcustomers based on four-five week old, segmentlevel information – and the lag in data haddepressed their results. Often by the time theyengaged the customer, it was too late – they hadmissed the window of opportunity, as thecustomer’s needs had changed. With Pega and aneight week agile deployment, Scotiabank: Can now open commercial accounts in 20 mins Saw a 50% reduction in deployment time Reduced an 18-day onboarding to 8 minuteshad to embrace real-time, personalised engagement –which meant getting new products, offers, and servicesto market faster, removing inefficiencies, and automatingthe decision-making process.“Pega is not just another vendor in the hype cycle.We use AI to automate decisions makingbetter contextual offers, more personalinteractions, and respecting the customer’spreferences for communication.”Jim Saleh, Sr. Director,Process Automation COE, Scotiabank
Cisco digitised their global servicechain, cut service costs by 80% andboosted productivityCredit card companies like American Express mustAs one of the largest communications companies incontend with challengers who are digital nativesthe world, Cisco is expected to provide a networkand consumers who are in a new position ofthat’s always-on and always responsive. They knewinfluence. They knew their customer service hadthat maintaining availability in the digital era meantsuffered by comparison and set out to build adigitising their customer services too.solution around the customer and the local,personalised service they expect. American Express“We set out to create an integrated solution thatmeets the needs of customers and exceeds theirexpectations.”Jim Bush, Executive Vice President,World Service, American Expresscalls this new focus “Relationship Care”.real-time “sense and respond” capabilities acrossA change in culture and passion to servereceive fast, accurate and consistent answers.customer needs is behind an integrated solutionthat provies outstanding care, regardless oflocation. Pega helped design the end-to-endsystem based on a new relationship serving model.Experts were brought in to optimise business“The thing I like about Pega, as we’ve gone on thisjourney, is the integrated platform and all of thecapabilities we have there. We keep discoveringhow we can push the envelope. And so far, we’venot found a limit to that boundary of how far Pegacan take us.”Steve Power, Senior Director,Order Management Services, CiscoBy partnering with Pega, Cisco implementedtheir global service chain to ensure customersProcess optimisation has eliminated four millionhours of customer waiting time and 93% of humantouchpoints that don’t add any value. Intelligentcall routing means customers speak to the rightprocesses and knowledge management technology.person, the first time, and receive help in lessThe results have paid off handsomely. Customerproblems. Not surprisingly, dispute managementsatisfaction has tripled and spend has increasedis down by 12% and team productivity is up byby 10%. Expense and service margins have25%. Cisco’s ambition for world-class customerdecreased and attrition rates are four timesservice now means a frictionless experience forlower. Not surprisingly, customer handling time iscustomers with very high expectations.lowest for the best agents and the most satisfiedcustomers. With a new commitment todeepening relationships, American Express hassuccessfully transitioned from a transactional,cost-orientated business. Now they’re fully behindwinning “hearts, minds, and wallets” throughextraordinary care, at the right margin.than half the time it previously took to solve theirPega and Vodafone partner with PegaAmerican Express are buildingservices around new standards forpersonalised careTo discover more, contact:Kevin Taylor, Client Director for VodafonePegasystemsOffice: 44 1189651600 Mobile: 44 7884 665155kevin.taylor@pega.comwww.pega.com15
2018 Pegasystems, Inc. All rights reserved. All trademarks are the property of their respective owners.
Every time a customer calls, emails, tweets, or chats is an opportunity for real engagement that can differentiate Vodafone in the era of 'best customer experience'. Pega can help break down the walls to innovation and make every moment count; set meaningful business outcomes, and deliver incremental benefits to customers and your bottom line.
