• The 7 th Annual Pega Collaborative Healthcare Summit The Future of Health is Everyone’s Business October 1-3, 2017 Westin Copley Place Boston
• Summit Welcome The Future of Health is Everyone’s Business Susan Taylor, VP and General Manager Healthcare and Lifesciences
Welcome to the 2017 Collaborative Healthcare Summit DELTA DENTAL Seriali lized d Revenue nue Solut utions ions Inc. Clini inical l Solut utions ions Stepping Stone Partners Health th Conten tent t Advis visor ors
Thank you, speakers
Thank you, sponsors
AND THANK YOU TO THE PROGRAM TEAM
Our community… health is part of every conversation FINANCIAL HEALTH CRM PERSONALIZATION
It’s a conversation with impact 18% of GDP - $3.2 TRILLION spent on healthcare Medicaid $545 billion $300 billion in savings with adherence $325 billion spent on prescription drugs 50% spend next to nothing 5% account for more than $1 TRILLION 75% gaps in adherence $18,764 - Annual family premiums Medicare $646 billion
That uses technology Personalized medicine 2017 2016 2015
To bring HEALTH to medicine Personalized Medicine Personalized Health
Because health is more than medicine [VALUE]% [VALUE]% [VALUE]% [VALUE]% Health Care Genetics Social and Individual Behavior Enviornmental Factors Henry J. Kaiser Family Foundation
Can personalized engagement improve health?
“As I tried to put my life back together,” he said, “as I tried to advocate for my son when he had his cancer, it became apparent to me that we have big holes in the health care system that we need to fill in some way and that we need to treat people as whole people. We need to make sure that they’re rehabilitated back to a life they enjoyed. And so we started building programs beyond just paying for acute care.” -Mark Bertolini, CEO Aetna
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Personalization Delivers HEALTH OUTCOMES NIH Study PSPs 2005-2015 Outcomes reported in program assessment Clinical 33% 27% 38% 3% (N=64) Adherence 5% 46% 20% 29% (N=41) 5% 33% 37% 26% Humanistic (N=43) Economic 7% 13% 47% 33% (N=15) POS (significant positive outcomes) MIX (POS and NEG) NEG (nonsignificant outcomes UNCLR (unclear)
#Trending Chatbots IoT Virtual Smart Robots & Personal RPA Assistants Proactive / Preemptive Cloud AI Choice Natural Language DevOps Q&A Citizen Developer Customer Journeys Agile & Lean
An opportunity for AI…? Footer (Edit footer for all slides with View > 1 00 Month 0000 Header & Footer) 8
Traditional AI- The NEW Operations Silo AI Customer Compliance Claims Service Operations
Scalable, personalized, cost-effective personalized HEALTH experience ..possible?
“… the highest reference customer scores “… the best ability to build, maintain for, modeling and predicting customer and change complex cases” behavior” THE REAL CRM ALTERNATIVE “… the best cost-to- value rating of any solution” Gartner Magic Quadrant for the CRM Customer Engagement Center, 2017
Pega’s Differentiated Unified CRM Applications Shape the Future of Healthcare MARKETING ONE CUSTOMER CUSTOMER, DEMANDS ONE SALES JOURNEY OPERATIONS CLOUD AI-POWERED VERTICALLY CHOICE CUSTOMER DECISION RELEVANT, HUB OOTB CUSTOMER SERVICE
How? REAL AI- The Customer Decision Hub Customer Interaction History Customer Identification Data About & Matching Customer YOUR BUSINESS MODEL Next Best Actions Propensities, Scoring & Modeling Centralize Orchestrate Design Actions, Across Channels Strategies & Rules Offers, & Triggers Information Insight Action
The future of health- REAL AI for real health impact!
But not everyone could make it to Boston… DELTA DENTAL Seriali lized d Revenue nue Solut utions ions Inc. Clini inical l Solut utions ions Stepping Stone Partners Health th Conten tent t Advis visor ors
POSTCARDS FROM PEGA CUSTOMERS Reduced Administrative cost of payments processing by 33% Improved payments timeliness and Accuracy by 10 to 15% on over $14 USB in payments, annually
POSTCARDS FROM PEGA CUSTOMERS Automate & control end to end customer processes Overnight prospect onboarding and member conversion
POSTCARDS FROM PEGA CUSTOMERS Improved employee/partner satisfaction 72 % time reduction for the data entry process for sales/broker commissions
POSTCARDS FROM PEGA CUSTOMERS Improve customer satisfaction Decrease in our average handle time, around 45 seconds Reduction in training time for CSRs of 25%
Thank you, speakers
• The 7 th Annual Pega Collaborative Healthcare Summit The Future of Health is Everyone’s Business October 1-3, 2017 Westin Copley Place Boston
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