PegaWORLD 2014 Presentation: EE: Transforming the Customer Journey Through 1:1 Customer Engagement
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Transcript of PegaWORLD 2014 Presentation: EE: Transforming the Customer Journey Through 1:1 Customer Engagement
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The Dimensions of Customer Engagement Contextual
Differentiated
Connected
Topline Growth
Customer Desirable
RELEVANT
Brand Identifiable
TRUSTABLE
Economically Viable
VALUABLE
Operationally Feasible
RELIABLE
Next
Best
Action
Courtesy
Karen Larrimer,
CMO, PNC Bank
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Recalculating Route…
Changing Route
New ETA
22:51 There’s a better route
Time saved: 15 minutes
Contextual
Differentiated
Connected
Topline Growth
Channels Business
Objectives
Growth
Retention
Service Risk
Contextual
Timely
Consistent
Relevant
Customer Needs
Next-Best-Action OPTIMIZING VALUE FOR EACH CUSTOMER
Contextual
Differentiated
Connected
Topline Growth
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Contextual
Differentiated
Connected
Topline Growth
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Contextual
Differentiated
Connected
Topline Growth
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50%
Contextual
Differentiated
Connected
Topline Growth
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Note: Not Every Pattern is Actionable…
Age of Miss America
1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009
19
20.25
21.5
22.75
24
Ye
ars
2
3
4
5
6
7
8
De
ath
s
Murders by Steam, Hot Vapors and Hot Objects
Source: Wikipedia & CDC tylervigen.com
2000 2001 2002 2003 2004 2005 2006 2007 2008 2009
29
30.25
31.5
32.75
34
Po
un
ds
300
400
500
600
700
800
900
De
ath
s (
US
)
Source: USDA & CDC tylervigen.com
# of People Who Died by Becoming Entangled in their Bedsheets
Per Capita Consumption of Cheese
Contextual
Differentiated
Connected
Topline Growth
87% 95%
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Contextual
Differentiated
Connected
Topline Growth
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Contextual
Differentiated
Connected
Topline Growth
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Contextual
Differentiated
Connected
Topline Growth
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Contextual
Differentiated
Connected
Topline Growth
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Contextual
Differentiated
Connected
Topline Growth
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Barbara Stockton
Contextual
Differentiated
Connected
Topline Growth
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All Together Now: Contextual, Differentiated, Connected Conversations Contextual
Differentiated
Connected
Topline Growth
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Contextual
Differentiated
Connected
Topline Growth
All Together Now: Contextual, Differentiated, Connected Conversations Contextual
Differentiated
Connected
Topline Growth
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All Together Now: Contextual, Differentiated, Connected Conversations Contextual
Differentiated
Connected
Topline Growth
Contextual
Differentiated
Connected
Topline Growth
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Contextual
Differentiated
Connected
Topline Growth
Contextual
Differentiated
Connected
Topline Growth
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The UK’s biggest, fastest and most reliable network 27 million customers
99%
2G
coverage
98%
3G
coverage
70%
superfast
4G
54% superfast fibre coverage
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OODA
Loop Orient
Observe
Act
Decide
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Margin Analytics
Product
holding
Call
Reason Lifecycle
Tech
rules
History Strategic
objectives Usage
Move to superfast 4G on EE
Tablet offer International call bundle
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90% 10% 5% 62% 5%
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Cost to serve
Contribution
Personalised
recommendation Risk
Individual
investment
budget
£ Retained
value
Offer
Update
recommendation
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10% x3 14%
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Thank you
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