Pega Deployment with James & Robert Agenda

● Pega Deployment ○ 15 min - James ● GCP ○ 15 min - Robert ● Q&A ○ 15 min

2 3 4 AGENDA

• Our Deploy World • Why:Build vs Buy • How we Utilized Pega • So What Did We Get? • How We Leveraged GCP

5 DEPLOY

6 7 SO WHY PEGA?

8 Majority of your day?

MEETINGS EMAILS

9 10 11 OPPORTUNITY COST + TIMING

12 KPIs and Objectives

First, the team went through an exercise to discover and describe their targeted goals and identify KPIs to track and quantify POC progress against existing business processes

Less “Tribal” Knowledge Single Engagement Timely Delivery regarding any rules and in acting as a one stop-shop on managing both restrictions of who, when, for all customer internal and external factors where, and how to dispatch engagements to meet team SLOs 80% Accuracy of Tech 90% CSAT scores, 25% 90% of deliveries within Selection Decision engagement SLO Targets, reduced controllable re-dispatches 100% new manual requests Reduced Touchpoints entered through Faster Cycle Time between requesters, systems, go/caveman integration in analyzing tickets to engage dispatchers, and resources resources and assign work Decreased # Touchpoints 100% of ticket assignments and 95% data accuracy within 10min

13 BUILD FOR THE USER

14 15 16 17 Robert Kapanen Google Cloud Platform Overview

18 Why are businesses moving to Google Cloud Platform?

To reduce To gain more value To more rapidly To connect To make teams infrastructure from data and build new apps and to business platforms productive with costs, improve predict business experiences of services and secure mobile / reliability and scale outcomes partners devices smoothly

19 The future of computing is flexibility A different kind of cloud

First Wave Physical/Co-location Second Wave Virtualization Third Wave Google Cloud Storage, processing, memory, network Storage, processing, memory, network Fully managed, serverless / DevOps

20 Fundamental principles

1 2 3

Security, networking, Unlock data, and Open, enterprise-friendly and infrastructure accelerate development

21 Global network

World’s largest 100+ Seamless autoscale software defined network peering locations 1,000,000+ queries per second. No pre-warming.

Global Edge locations Global load in virtually balancing with content delivery network Every country single IP

22 Lift and improve

Live migration = no planned downtime Automatic app-specific sizing recommendations Sustained use discounts = no upfront payments Resize disks on the fly = easier operations Custom machine types = no over-provisioning High throughput storage at no extra cost

23 BigQuery-scale performance

80+ Petabytes 2.1 Petabytes 10.5 Trillion 4.5 Million rows/sec

Largest storage customer Largest query (data size) Largest query (rows) Peak ingestion rate

24 Big data solutions

BigQuery Dataproc Spanner Datalab Data Studio Pub/Sub Dataflow BigQuery Data warehouse Managed Horizontally Interactive data Collaborative data Real-time streaming analytics in the cloud Hadoop/Spark scalable SQL exploration visualization

25 Machine learning use cases

Manufacturing Retail Healthcare and Life Sciences

• Predictive maintenance or • Predictive inventory planning • Alerts and diagnostics from real-time condition monitoring • Recommendation engines patient data • Warranty reserve estimation • Upsell and cross-channel • Disease identification and risk stratification • Propensity to buy marketing • Patient triage optimization • Demand forecasting • Market segmentation and targeting • Proactive health management • Process optimization • Customer ROI and lifetime value • Healthcare provider sentiment analysis • Telematics

Energy, Feedstock and Financial Services Travel and Hospitality Utilities

• Risk analytics and regulation • Aircraft scheduling • Power usage analytics • Fraud detection • Dynamic pricing • Seismic data processing • Credit worthiness evaluation • Social media – consumer feedback • Carbon emissions and trading • Customer segmentation and interaction analysis • Customer-specific pricing • Cross-selling and up-selling • Customer complaint resolution • Smart grid management • Sales and marketing campaign • Traffic patterns and congestion • Energy demand and supply optimization management management

26 BPM case studies & customers

● Reach a Broader Audience, and work with Global Subsidiaries, with Translation API ● Transcribe Customer calls to Text in real time, bypassing clumsy navigation tools and understanding sentiment, using the Speech API ● Natural, Rich Interactions, providing a Virtual Assistant, using Dialog Flow

27 Try them yourself in your browser!

cloud.google.com/translate/ cloud.google.com/natural-language/

cloud.google.com/vision/ cloud.google.com/speech/

28 Customer Business Impact Logo Slides Select Industry Name and Click to Go to Each Section Media & Financial Healthcare & Other Retail Entertainment Services Life Sciences Gaming Technology Industries

29 Automatically Provides greater Categorizes Visibility content in real time across into content performance to 30+ media properties drive ad revenue “Google Cloud Platform opens up a new world for us to get more value from content data.” Naveed Ahmad, Senior Director of Data, Hearst Newspapers Uses the same machine learning behind Google search to classify content Solution Machine learning and natural language processing automatically classifies content, reducing manual labor and delivering real-time insights into content performance, helping drive revenue. Increased Enables Products Used speed and accuracy of content personalized user experiences Google Cloud Natural Language API, Google BigQuery, Google classification, reducing via integration with customer BigQuery Data Transfer Service, Google Analytics, DoubleClick for manual labor data platform Publishers

Industry: Media & Entertainment – Region: North America Over 18 500 languages in real-time VICE editors publish “In essence, we’ve made every VICE editor octo-lingual – translation for writers hundreds of articles and unlocked the full breadth of VICE storytelling to every VICE editor everywhere.” Drake Martinet, Chief Product Officer, VICE Media Neural Network-powered translations in Google Translate produce a rich array of Solution Google Translate enables real-time translation in 18 languages for stories over 500 publishers, mitigating cultural barriers by allowing greater access to content produced around the world. . Extend Reduce Products Used capabilities of editors globally barriers in story-telling Google Translate worldwide

Industry: Media & Entertainment – Region: North America Migrated Sites run 200K+ 45% websites to GCP faster than industry in 2 weeks benchmarks “Google Cloud Platform is more data-oriented than other cloud providers, making it a better match for our needs and our customers’ strategic initiatives.” Niall Hayes , COO, Pantheon Evolving operations for mission critical websites Solution Pantheon moved to Google Cloud Platform, improving performance and reliability while supporting a 99.95% uptime SLA Increases container and reducing cloud infrastructure costs 40%. Doubled density by Products Used Google Compute Engine, Google Kubernetes Engine, Google BigQuery, expected cost savings Google Cloud Bigtable, Google Cloud Pub/Sub, Google Cloud SQL, Gmail 60% Google Calendar, Google Docs, Google Drive, Google Hangouts Meet, Google Sheets, Google Analytics

Industry: Technology – Region: North America High-performance Deployed 30 Petaflops and Big Data 10 TB "As part of our IoT integration strategy, Google Cloud analytics for complex seismic compute capacity for geophysical IoT Core has helped us focus our engineering efforts on and wellbore logs data processing platform building oil and gas applications by leveraging existing IoT services to enable fast, reliable, and economical deployment. Chetan Desai, VP Digital Technology, Schlumberger Limited Capturing and analyzing massive volumes of petrotechnical data

Solution Supports rapid Big data analytics and predictive ML-based models help Schlumberger create an energy and production data lake with over 30TB of petrochemical data . 10 PB of Google Cloud storage on Prototypes Products Used by connecting many devices of Google BigQuery, Cloud Spanner, Cloud Datastore, Apigee, Cloud NVIDIA GPUs and Custom Machine Learning Engine, Container Builder Machine Types MQTT and achieving real-time monitoring

Industry: Manufacturing – Region: North America Your cloud partner matters

$30.9 Billion Highest level Access Better value Commitment investment security & ops to innovation +50% less expensive to open standards

34 Thank you

35 Q&A with James & Robert