The Pegaworld conference in Las Vegas last week gave an insight into the opportunities of computer-based decisioning engines. Paul Lidgerwood examines the future of fast, predictive and automated real-time decisioning.

Today’s marketers and business owners are faced with the most daunting challenges ever. Technology and people’s use of technology is changing the way we interact and communicate and our expectations when dealing with a business have never been higher. Customer experience is the maker and breaker of businesses around the world. If your business is not going through a digital transformation of some type, before too long your customers will desert you or, even worse, publicly pillory what you do and how badly you do it.

Business process management (BPM), the systematic approach to making organisational workflows more efficient, effective and adaptive to ever-changing technologies and marketplaces has been around for a long time. However, when you add to that software that is developed by both the business and IT teams using model-driven architecture, real change can happen really quickly.

Below are some examples of recent case studies Pegasystems is highlighting to show how it worked with clients to develop new and innovative ways to maximise customer experience and outcomes, and fill the gap between information systems, CRM, data and consumer engagement.

Merkle

Performance marketing agency Merkle announced a partnership with Pegasystems at the conference. The integration between Pegasystems and Merkle unifies deep first-party data from CRM applications, with third-party digital advertising data.

With advanced analytics and adaptive learning gained from this combination, the solution intelligently drives and automates the next best engagement action based on real-time customer behaviours across all customer engagement channels.

“This collaboration between our partners Merkle and Pegasystems can help us further differentiate the kinds of personalised experiences our customers have come to expect. The combination of powerful decisioning and analytics with marketing and digital advertising data can be a valuable tool that helps us both increase customer satisfaction and drive revenue growth,” says Kevin Sullivan, head of decision sciences at Fifth Third Bank.

“The expectations of today’s customers seemingly have no bounds, which requires marketers to deliver increasingly personalised experiences at every turn. By tapping into Merkle’s extensive digital advertising network to deep expertise, we are bridging this long-standing gap between digital advertising, customer service, and marketing to give organisations an unrivalled edge in providing the most relevant customer journeys possible,” says Alan Trefler, founder and CEO, Pegasystems.   

Philips

The advancement in wearable tech and sensors, combined with advances in connected medical devices, has seen Pegasystems use the Internet of Things to advance care systems in new ways.

Royal Philips, the global leader in health technology employed Pegasystems to better leverage connected devices and health data to personalise care and improve health outcomes.

By connecting the Philips HealthSuite cloud platform to Pega’s Care Management Application, caregivers can remotely manage care with connected health applications to provide immediate access to a patient’s health status.

Healthcare professionals can remotely identify potential health issues in real-time and therefore take appropriate and timely action.

At the conference, Philips showcased how a Chronic Obstructive Pulmonary Disease patient on inhaler treatment can self-monitor oxygen levels via a wearable device. This health data is shared live with care teams who can in turn quickly respond to patients in need.

This solution is further enhanced by joining Philips Cloud platform’s growing ecosystem, which provides connectivity to millions of connected health devices, integration with hospital EMR and clinical systems, predictive analytics, and secured cloud storage and sharing of longitudinal patient data.

“We’re entering a new paradigm in healthcare, one in which devices and wearables can help care teams extend their services will beyond the doctor’s office,” says Alan Trefler, founder and CEO, Pegasystems.

Allianz Health Insurance Germany

Allianz manages 2.5 million customers across Germany, and employed Pegasystems’ Pega 7 rules-based technology as a middle layer in its IT systems.

The integration allows the seamless flow of data between customer applications, and insurance professional core systems, allowing for faster, real-time customer support and transaction processing, as well as increased automation.

“We need stability and reliability in our IT systems, however, as a customer focused company, we must also balance that requirement with the need to remain agile and fast to meet changing customer demands,” says Dr Birgit Konig, CEO of Allianz.

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The author traveled to Pegaworld as a guest of Pegasystems.