Advance Look: Healthcare and Life Sciences – personalizing engagement for better outcomes

Advance Look: Healthcare and Life Sciences – personalizing engagement for better outcomes

Learn how you can lead the way in next generation customer experience.

Join us at the MGM Grand, in Las Vegas, as we kick-off PegaWorld 2018 with the largest gathering ever of Pega’s Healthcare and Life Sciences (HCLS) community

Some of the biggest names in Healthcare and Life Sciences are joining us to tell their candid stories of digital transformation. For example, learn how Anthem streamlined their CRM to provide faster, customer-centric engagement, or how Philips is leveraging application reuse to speed time-to-market.

Then head to the Tech Pavilion to test-drive industry applications that use AI-driven tools to connect stakeholders, understand context, streamline conversations, and intelligently manage any process.

We’ve highlighted below some of the sessions already scheduled. Check our PegaWorld 2018 Agenda site for details on these other HCLS happenings.


The heartbeat of customer service: In this digital world, with the myriad of communication channels available, even the most self-sufficient customers have to reach out to a customer service agent. And when they do, personalized service is the most valuable way businesses show customers they respect their time. By stripping away the complexities of cumbersome and disparate CRM environments and leveraging one solution across thousands front and back office agents, Anthem has granted their agents the gift of time to relate to and connect with the customers via whatever channel they choose. Join Trish Cox, Senior Vice President of Service Experience, and Dan Crann, Vice President of Service Experience Technology, as they discuss how they have empowered their agents to execute with accuracy and speed and deliver a personalized customer experience that is unmatched in the industry.


Bringing the customer journey to life with Pega® Marketing at Blue Cross Blue Shield of Arizona: Ryan Jones, Director of Digital Products and Customer Experience, will show how Blue Cross Blue Shield of Arizona (BCBSAZ) used Pega Marketing to realize its vision of personalized, omni-channel, customer journeys. Get behind the scenes and learn how BCBSAZ fulfilled its vision, including its selection and deployment of Pega Marketing, and the roll-out of campaigns across user types (customers, prospects and staff) and engagement channels. Discover the value of understanding your customer journeys, what BCBSAZ has done to elevate theirs, and where they are looking to apply Pega Marketing to personalize and transform the end-to-end customer journey- not just sales.

The transformation journey that led Express Scripts to reduce prescription processing time:Join us as the second largest specialty pharmacy shares their transformation journey to reduce the turnaround time for prescription processing using Pega out-of-the box functionality and intent-based UI design. Pullareddy Yeduru, Director of Technology, and Sudipto Dey, Architect, will dig into the details of how they designed their UI to avoid clutter/scroll on the screens and leveraged auto population of data and custom tweaks to enhance process flow. They will share user feedback and reaction after the initial product launch, and how it adds fuel to the organizations overall technology transformation. Finally, the team will share their success story, retrospectives, and course corrections along the way.

Improving time-to-market at Philips by deploying Pega’s healthcare platform:Ruud Wijnands, Program Manager, and Michiel Merks, Product Owner, explain how Philips has been creating a healthcare platform using Pega that has resulted in large re-usability and the ability to improve time-to-market. Many Pega applications are internal facing, and Philips builds a mix of business-to-consumer and business-to-business applications that closely integrate applications for connecting patients with healthcare providers, healthcare professionals, etc. across the healthcare continuum.

Improving consumer service operations excellence:In today’s complex and data rich service landscape, providing service excellence to the millions of Blue Cross Blue Shield Customers (BCBS) Members and Providers can be a challenge. CSRs are challenged with knowing the BCBS business, plus navigating several different systems and data sources for optimal customer service. In this session, Tom Ptashnik, Direction of Consumer Strategy and Business Process Management, and Leslie Dickens, Vice President of Corporate & Product Strategy for NASCO, will discuss how they leverage Pega's Customer Service for Healthcare to enable CSRs to provide optimal customer service to the millions of Blue Cross Blue Shield customers, members, and providers.


Mergers & Acquisitions: A tale from Zimmer Biomet: Hear from Anthem and Zimmer Biomet as they talk mergers and acquisitions and how Pega helped them create a future-proof platform for case management and customer service.

Driving excellence – Center of Excellence panel discussion and best practices: Please join us for an engaging panel discussion with Philips Healthcare and Siemens as they present their Center of Excellence (COE) best practices and driving business value. Attendees will also have an opportunity to ask the panelists questions about their COE journey. In this session you will learn:

  • How the leaders are driving COE best practices, maturing their operation and what hurdles they overcame.
  • Lessons learned along the COE journey.
  • How to address challenges and issues with live Q&A with our expert panelists.


Your customers have expectations. You have silos. Let’s do something about that!

Join the Healthcare and Life Sciences (HCLS) community at our Special Interest Group (SIG) session. Connect with your colleagues and share your Pega digital transformation journey, hear about trends in the industry that drive transformation, and celebrate early wins with Pega HCLS customers who are leading the way by closing the gaps between customer expectations and customer experience. While you’re there, you can also plan your attendance at more than 70 offered sessions, meet with Pega team members to learn more about our products, and honor this year’s HCLS Community Award winners.

Join us and transform your PegaWorld experience from conference attendee to community participant.