Pegasystems Inc. · NASDAQ:PEGA
Pegasystems — PegaWorld iNspire 2023
23 slides from Pegasystems's conference presentation, 2023
Slide 1: How AGL Energy Uses Pega CDH to Transform Customer Relationships
How AGL Energy Uses Pega CDH to Transform Customer Relationships Tim Naylor. Bashir Yacoub. Head of Marketing Senior Manager – Platforms AGL Energy AGL Energy © 2023 Pegasystems Inc.
Slide 2: Agenda
Agenda • Introduction to AGL Energy • Our Customer Engagement Engine • Journey to Transforming Customer Relationships • Our Successes & Challenges • What’s Next 2
Slide 3: About AGL Energy
About AGL Energy 3
Slide 4: Proudly Australian For More Than 180 Years
Proudly Australian For More Than 180 Years • Leading integrated essential services provider • 4.3 million customer services and growing – Serving almost 30% of Australian households – Electricity, Gas, Mobile, Broadband, Solar, Battery & EV service offerings • Diverse electricity generation portfoli
Slide 5: AGL Is Leading Australia's Energy Transition
AGL Is Leading Australia’s Energy Transition Connecting our customers Transitioning our to a sustainable future energy portfolio + 4.3 million services provided nationally - Ambition to add up to 12 GW of new generation Leading the energy transition helping our customers decarbonise the and firming
Slide 6: Embracing Complexity To Become Australia's Leading Essential Services Provider
Embracing Complexity To Become Australia’s Leading Essential Services Provider Feedback survey Electric Gas Vehicle Change address Mobile Electricity Product updates Other new NBN initiatives Other new services Batteries Billing and collections Peak Rewards Carbon Neutral Other new Loyalty Program p
Slide 7: AGL's Customer Engagement Engine
AGL’s Customer Engagement Engine 7
Slide 8: AGL's Customer Engagement Engine (CEE)
AGL’s Customer Engagement Engine (CEE) is the combination of people, process and technology ecosystem that determines how customers experience our brand. At its core is a desire to have the most meaningful, effective conversations with our customers, at scale. 8
Slide 9: CEE Orchestrates Relevant & Valuable 1:1 Conversations
CEE Orchestrates Relevant & Valuable 1:1 Conversations Feedback loop Customer Analytical Record Adobe Digital ecosystem ? NBA Unauthenticated Customer Attributes customer Authenticate Usage NBA d customer GET NBA Interactions GET NBA Premise Outbound Product & Service Reporting Platform Billing & Pa
Slide 10: Our Journey
Our Journey 10
Slide 11: Transforming The Way We Engage With Our Customers
Transforming The Way We Engage With Our Customers OUR AMBITION THEN NOW • Majority of insights, customer Leveraging our customer data assets to have • Fragmented data, difficult to extract communications, models, and meaningful, right-time, conversations that insights reporting leveraging a centrali
Slide 12: Scaling, Optimising & Aligning
Scaling, Optimising & Aligning Technology Ecosystem People Process INVESTMENT CONSOLIDATION PARTNERSHIPS FRAMEWORKS SCALE INTEGRATION SKILLED CAPABILITY CULTURE & MINDSET E2E PROCESSES 12
Slide 13: Our Journey To Develop An Omni-channel Experience
Our Journey To Develop An Omni-channel Experience “AGL is leading the way in providing “Some of the messages I get “My relationship with AGL is easy a seamless customer experience How it feels for “I am a bit confused by the from AGL are highly relevant, but and I trust them to be my and I wouldn’t
Slide 14: Right channel Right time Right conversation
Connected Channels, Relevant Conversations Virtual Assistant agl.com.au Chat Google (Display) IVR Right channel Facebook Contact Centre (POP) Right time OTM My Account Email Right conversation Research Direct Mail Mobile App SMS Integrated Not integrated 14
Slide 15: Our Successes & Challenges
Our Successes & Challenges 15
Slide 16: Carbon Neutral Sign Up On App & My Account
Carbon Neutral Sign Up On App & My Account Contact Centre (POP) ~23K My Account ~2.2M Mobile App Email ~9.3M ~6.8K 16
Slide 17: Exceeded Residential Demand Response Registrations
Exceeded Residential Demand Response Registrations My Account ~359K Mobile App Email ~1.2M ~800K 17
Slide 18: Unified Customer Experience Launching Internet In Multiple Channels
Unified Customer Experience Launching Internet In Multiple Channels Contact Centre (POP) First real time 3.4K emails sent via POP to cross sell Internet! My Account ~1.8M Mobile App Email ~2.9M ~668K 18
Slide 19: Bill Block Message Eased Confusion & Reduced Call Volumes
Bill Block Message Eased Confusion & Reduced Call Volumes Contact Centre (POP) 3K My Account ~140K Mobile App ~290K 19
Slide 20: Challenges & Key Lessons
Challenges & Key Lessons Aligning Agent Incentives CRM Interface & “Sell On User Experience Every Call” Mentality Velocity Of New Agent Discretion Products & Offers for Back-Pocket Offers Continued Trust In AI Investment & In Data Technology Product & Service Real-Time Call Reasoning 20
Slide 21: What's Next In Our Journey
What’s Next In Our Journey OUR AMBITION NEXT Leveraging our customer data assets to have meaningful, • More contextual conversations with customers in all channels right-time, conversations that drive value and a centralised view of the customer surfaced to agents Employing a customer value manageme
Slide 22: You can't transform something you don't understand
“ You can’t transform something you don’t understand. If you don’t know and understand what the current state of the customer experience is, how can you possibly design the desired future state? ” - Annette Franz 22
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