DIGITAL TRANSFORMATION AT SCALE - pega.com

DIGITAL TRANSFORMATION AT SCALE Liberty Global explains how they are Transforming in Multiple Regions at the same time

John Walsh & John Farkas, Liberty Global COE

WHO ARE LIBERTY GLOBAL?

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• The Worlds largest international TV & Broadband company.

• Leading operator in Europe.• Established player in Latin America /

Caribbean.• Revenue €15.9 billion (as of December 31, 2018)

• 44.7 million homes passed• 21.2 million customers• 44.7 million RGU’s (video, internet and

voice subscribers)• 6.4 million mobile subscribers• 12 million Wi-Fi access point.

Liberty Global PegaWorld June 2019

DIGITAL TRANSFORMATION IN LIBERTY GLOBAL

Key Digital Capabilities and Principles Across Liberty Global

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DIGITAL TRANSFORMATION IN LIBERTY GLOBAL

Omni Channel• Digital first journeys • Personalised tailored

experiences• New contact channels

Digital Customers • Individuals, family

relationships• Personal preferences • Sharing of service

Smart & Informed• Data driven decisioning • Targeted in real-time• Intelligent problem

resolution

Security & Trust• Secure safe service• Data Privacy Protection• Legal Regulatory

Compliance

Data Focused• Customer Centric Data• Data in real-time • Analytics Business

Insights

Flexible Products• New product opportunities • Simplified portfolio• Personalised tailored

products

Billing & Payment• Bill any product• Individual / Family

billing• Choice of payment

Service Management• Converged services• Self activating• Customer centric

assurance

PEGA Systems Customer Service and Decision Hub key Digital Enabers

Liberty Global PegaWorld June 2019 5

DIGITAL TRANSFORMATION BLUEPRINT

Core IT Services, Technology, Network, Infrastructure

Data Driven Businesses making Intelligent Decisions with Advanced Analytics and AI

Secure interfaces to chosen third parties

Customer Experience Excellence through all Channels for all

Business Functions

Secure Customer Identity Management and user identity

lifecycle management

Omni-Channel Digital Enablers & AI enabled Connected Digital

Ecosystems

CSS

BSS/OSS

Data Platform

CURRENTMost OpCos with very limited CSS

capability

ONE DIGITAL BUSINESSFoundation components replace legacy BSS and OSS allowing a full zero touch

future and AI capability

Multiple BSS and Legacy Data Platforms Transforming over Time

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EVOLUTIONARY APPROACH TO TRANSFORMATION

AUGMENTCreate customer interaction layer

including IDM, Omni Channel and Sales Catalogue and add first iteration data

capability

SUPERSEDESide-by-side old and new foundation

components for BSS, zero touch only on new foundation layer. Iterate data capability to support all customers

Legacy OSS

Multiple Legacy BSS

New Foundation

TargetGlobalData Hub

Legacy OSS

Legacy BSS

CSS Platform

Evolved OSS

Legacy BSS

New Foundation

Legacy Data

Platforms

CSS Platform

Legacy Data

Platforms


CSS Platform

Evolved OSS


Legacy Data

Platforms

REUSABLE PEGA SOLUTIONS

REUSABLE PEGA SOLUTIONSLGI CoE Functional Assets

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LGI CoE Functional

Assets

Dynamic Case ManagementAT developed a reusable framework with

technical helpdesk functionality which enables business to dynamically model

their troubleshooting flows

Workforce ManagementDeveloped functionality that enables Business for Skill Management, SLA

Management and Resource and Work Management

Resuable IntegrationsDeveloped a pattern for fast API

integration and integrated 70+ reusable API to connect with local and Pan

European infrastructure

Intelligent Customer 360 ViewsDeveloped a concept for a reusable look and

feel for all CoE Pega Applications

Layer Cake Baseline for ReusabilityDeveloped a Pega Layer Cake to make Pega

functionality reusable across Europe


Guided Case Management

Automated Task

Processing

DYNAMIC CASE MANAGEMENT (DCM)


DCM

What is DCM?

DCM is a set of reusable Pega components enabling rapid development of business solutions related to managing just about any type of customer case(e.g. Complaints, Billing Disputes, Credits, Troubleshooting, etc.)

Fault Diagnostics

• DCM Application provides framework to configure business processes for different categories. Reduce your overall cycle time of application deployment by extending the DCM application

Reduced Cycle Time

• Deploy your applications faster with the Dynamic Case Management configurations which would not need detailed development

Quick Deployment

• Dynamic Case Management provides a high degree of control to Business Admins for Configuration of Business Processes. This allows for low-code app development

Low Code Development

• Increased information correctness & completeness due to system prompt to capture information. DCM also helps in decreasing frequency of incorrect Case Type being created

Case Quality Improvements

• Business Owners/ Admins can configure process* without Pega development knowledge. High degree of Business Self-Service facility is available with DCM Extension

Self-Service

• DCM provides a framework for building Business processes based on structured problem statements and responses match for different Business Areas viz., Troubleshooting, Service Cases for Complaints etc.

Functionality Match

•Business tailored front end processes helps reduction in Average Handling Time of a call in Contact Centre

Reduced AHT

•Business tailored front end processes helps increase in First Time Resolution of a call in Contact Centre

Increased FTR

BENEFITS OF DCM


GUIDED CASE MANAGEMENT

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DCM - EXAMPLE CASE LIFE CYCLE


Start Assign Execute Resolve

Validate Customer

Get Details

Check History

Approve

Transfer

Create New Case

Customer Satisfaction

Close Case

Level 0 maps the high level business process stages as a Pega Service Case

Individual steps in a business process stage can execute a “Guided Case” configurable by the business

Intelligent Customer Cockpit

Technical Helpdesk

INTELLIGENT CUSTOMER 360 VIEW


Intelligent Customer 360 View

What is Intelligent Customer 360 View?

Intelligent Customer 360 View is a set of reusable Pega components built on Pega’s Customer Service for Communications that enables rapid development of targeted customer service portals to manage just about any type of customer interaction (e.g. Technical Helpdesk, General Enquiries, etc.)

IVR Integrated Portal delivering an Intelligent 360º Customer View for the Agent

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INTELLIGENT CUSTOMER COCKPIT

Billing Order All events

Dispatch bill copy

Bill cycle shift

Bill suppression

Purpose Focused Views• Intelligent Customer Context Tiles• Customer Events Timeline• Driven by Customer Behaviour • Billing, Order, ….

Guided Task Selection• Manual Selection -> Select From

Add Task• Automated -> Auto-Start Tasks

Based on Tiles Context and Decisioning Logic

Suggested Next Best ActionsLiberty Global PegaWorld June 2019

IVR Integrated Portal delivering a 360º Customer Technical Status for the AgentTECHNICAL HELPDESK

Tabbed navigation for agent to easily view detailed account, cases, device diagnostic, products and services information

Integrated with IVR and CTI via PegaCALL to ensure seamless Agent Experience

Traffic signals for highlighting issues with customers technical status


THE LG COE

An overview of who we are and why it is needed in Liberty Global.

A team of technical architects and technology specialists that support the initiation and govern the rollout of Pega transformation projects across Liberty Global

What Is It?

Increase the success of all project teams adopting the Digital transformation technologiesOptimizing re-use and design excellence across the organization. Completed via these key principles• Ensure the architecture vision can be

practically implemented in an Agile fashion. • Ensure the technologies are properly used by

partners to a high quality• Ensure the architecture vision is adhered to

by partners

Why Do We Need it?

Solutions that do not optimise the power of Pega technologies.

When used properly these products can deliver high benefit intelligent digital processes for Liberty Global

We are trying to avoid…


LG PEGA CENTRE OF EXCELLENCE OVERVIEW

LGI Pega CoE

Country Business

Stakeholders and

Architects

LGI Architecture

and Solutions Design Teams

LGI Systems Integration Leadership

and Partners

PegaSystemsTechnical Practices

Three phased approach to support.


LG PEGA COE AREAS OF SUPPORT

Project Initiation & Design

1-3 Months

Project Deliverable Support

Full Project

Pega Skills and Best Practice Support

Ongoing


LG PEGA COE AREAS OF SUPPORT

Project Initiation & Design

1-3 Months

• Reuse Assessment during Requirements and Design phases using oob and LGI products.

• Supports partner selection and on boarding. • Provides platform installation and configuration support and skills.• Supports Licence and product use analysis during design phases.• Backlog refinement and initial sprint leadership.

Project Deliverable Support

Full Project

• Deliverable Reviews with a focus on Quality and Reuse.• Provide internal FTE expertise for PEGA development

(only when needed).• Identifies Innovation Opportunities mid project for business requirements

discussions. • Provide application maintenance tier 2/3 support post go live

(specific projects).

Pega Skills and Best Practice Support

Ongoing

• Defines and communicates implementation guidelines for the partner teams.

• Drives PEGA skills growth within project teams and with the business teams.

intake

Inception

ElaborationConstruction

Transition

Go-Live

EC

EC

E

C

Harvest Reusable Assets

Phase Readiness Assurance

User Experience Review

Performance Healthcheck

Configuration Walk-through

PoC

Project On-boarding

Hardware Sizing

Application Profile Review

Application Express Support

Reuse Assessment

Design Review- Rule Security Analyser- Log & Alert Review- PAL DB Trace Profiler

- Guardrail Tool- Unit Test and Tracer

Regular project quality reviews

Pega Fit

Operational Walkthrough

ProjectInitiation

LG PEGA COE WILL SUPPORT ALL PHASESThe CoE will support all the phases of the delivery life cycle from definition to delivery…


LG PEGA COE CI-CD PROCESS

Intake

Get branch/ Check-in

code

Trigger CI/CD

Publish to Dev Repo

Run Pipeline

Merge code

Resolve conflict

Auto-code Review

Automatic Unit testing

Publish to QA Repo

UAT testing

Go/NoGo

Publish to Staging Repo (Prod Repo)

Deploy branch

onto OpCo

Manage Conflicts by OpCo

CoE Release Manager

Main StagingQA / UAT

Deployment ManagerMain DevelopmentJenkins

Automated Code Movement• Code is deployed from an Orchestration Server to one or

more Candidate Server• Separate Release Manager Access Group to control

periodic releases

Automated Trigger• Allows automatic trigger of pipeline once Rulesets are

merged

Jenkins Integration for Automated Test• Predefined automated test scripts can be uploaded to

Jenkins for Functional Validation• Test Framework allows detailed report• Test Results fed back to Pega Pipeline for action

Candidate Application• Select any Candidate application to be deployed• No dependency on built on apps imposed

LESSON LEARNED AND FUTURE STEPS


CoE Setup

• Complete your Certifications and Exams.• Get central environments and sandpits built early.• Get full design to deployment project experience early.• Build a strong relationship with Partners.

Product Reuse

• Get the base enterprise class structure embedded early.• Don’t try to dictate what the reusable products will be to your customers.

Organically evolve to business need. • Ensure the product you build doesn’t cause customisation blockers.

Next Steps

• More Automation of CI-CD processes to ensure higher quality and transparency.• Focus on reusable product/service development in the areas of PEGA headless

case and interaction management. • More work on education of business owners and analysts on PEGA best practices.

QUESTIONS?


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