Pegasystems Inc. · NASDAQ:PEGA
Pegasystems — PegaWorld iNspire 2023
21 slides from Pegasystems's conference presentation, 2023
Slide 1: What if a unified platform could help you outpace customer demands?
What if a unified platform could help you outpace customer demands?
Slide 2: A new age in loyalty: delivering value through personalization with purpose
A new age in loyalty: delivering value through personalization with purpose Q2 2023
Slide 3: Disclaimer
Disclaimer • Views expressed in this presentation are those of the speakers and do not necessarily represent the views of Ernst & Young LLP or other members of the global EY organization. • This presentation has been prepared for general informational or training purposes only and is not intended to
Slide 4: Agenda
Agenda 1 Loyalty today How to build an effective, 2 personalized loyalty program How Pega’s Customer Decision Hub 3 can drive loyalty personalization Steven Bailey Prasad Krovvidi Customer & Growth Leader for Managing Director, Digital & Consumer Products & Retail Ernst & Young LLP Emerging Technolo
Slide 5: 62% say lack of personalization negatively impacts their loyalty to a brand
62% Direct mail Offers Loyalty Word of mouth Reviews Help chat Em Online ad say lack of personalization Blog Social media S negatively impacts their Awareness loyalty to a brand Social media CONSIDERATION Search Website App B Statista, 2022 Purchase Shop Checkout Reviews Page 5 What if a personalize
Slide 6: Why is personalization critical for customer loyalty?
Why is personalization critical for customer loyalty? Our clients still struggle to build and operate personalization at scale Market forces 1 2 3 4 5 Evolving consumer Advancement of Increasing need to Evolving regulation Proliferation of expectations AI and ML reduce churn and privacy standards ma
Slide 7: Evolution of Loyalty
of companies report 60% loyalty customers spend 2–3X more 69% $75b than non-loyalty Spent on global of C-suite executives loyalty report their loyalty management investments have grown Evolution of Loyalty in the past two years Companies are -5 years Reward values were a top spending up determinant
Slide 8: The concept of loyalty has evolved as customers expect personalization
The concept of loyalty has evolved as customers expect personalization and differentiated program features Instant Rewards Open Data Exceptional and Information Expectations Experiences The changing The rewards Shifting ‘Experience loyalty Customer The impact Economy’ landscape Perceptions Loyalty a
Slide 9: Successful loyalty programs must be rooted in trust, ease, value and purpose
Presentation title Successful loyalty programs must be rooted in trust, ease, value and purpose Easy Trusted Best-in-class engagement attributes and design principles Purposeful Value-driven Page 9 What if a personalized loyalty platform could help you outpace customer demands?
Slide 10: Loyalty programs have evolved to enable greater relevancy and direct personalized relationships
GSA Shape Portfolio As a result, loyalty programs have evolved to enable greater relevancy, and a direct and personalized relationship with customers Rewards Status Membership Community Purpose Build customer loyalty Incentivize Encourage customers Redeem experiences Use rewards to give based on tra
Slide 11: What does it take to deliver effective, personalized loyalty programs at scale?
What does it take to deliver effective, personalized loyalty “ programs at scale? Page 11 What if a personalized loyalty platform could help you outpace customer demands?
Slide 12: Successful loyalty programs share six common characteristics
Successful loyalty programs exhibit share six common characteristics Success factors to embrace Simple Accessible Variety Inspiring Memorable Personal Page 12 What if a personalized loyalty platform could help you outpace customer demands?
Slide 13: Successful loyalty programs avoid common pitfalls
Successful loyalty programs avoid common pitfalls Common pitfalls to avoid Segmentation Elitism Complexity High cost Lack of control Undifferentiated Page 13 What if a personalized loyalty platform could help you outpace customer demands?
Slide 14: Three core capabilities: data, decisioning and delivery
Every organization needs three core capabilities to bring loyalty to life with personalization: data, decisioning and delivery Track, collect and store the data required Browsing & interactions data Purchase history data Golden System A System B Data to orchestrate record consumer Loyalty Product in
Slide 15: How can Pega's Customer Decision Hub help us personalize our loyalty program?
How can Pega’s Customer Decision Hub help us “ personalize our loyalty program? Page 15 What if a personalized loyalty platform could help you outpace customer demands?
Slide 16: How you can leverage Pega to enable your loyalty program
How you can leverage Pega to enable your loyalty program Engagement Customer Experience Data Sales Improves loyalty Customer decisioning Page 16 What if a personalized loyalty platform could help you outpace customer demands?
Slide 17: Key features of the solution
Key features of the solution 1 AI-driven recommendations 2 Predefined data model 3 Reporting and attribution 4 Rapid speed to market Page 17 What if a personalized loyalty platform could help you outpace customer demands?
Slide 18: Journey Scenario 1
Journey Scenario 1 Esther 40 years Atlanta Married 3 children Awareness Engage Up-sell Retain User sees loyalty program advertising On first login, user provides User receives tailored offers based on User receives points for interacting about exclusive benefits and scans a interest categories. User
Slide 19: Journey Scenario 2
Journey Scenario 2 Andrew 42 years Texas Married 2 children Offer Redemption Reward Based on his browsing history, interests, and Andrew clicks on the offer in the mobile app. He can The total dollars saved are added to Andrew’s purchases, Andrew gets a 25% off offer for a optionally redeem the rewa
Slide 20: Live demo: Pega Customer Decision Hub
Live demo: Pega Customer Decision Hub Page 20 What if a personalized loyalty platform could help you outpace customer demands?
Slide 21: EY | Building a better working world
EY | Building a better working world EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company EY exists to build a better working world, helping limite