Pega

“We’re working really hard to improve the customer experience. To do it, we've got to make every communication relevant. That’s where Pega comes in. We turn to Pega to make those few opportunities we get with a customer really count.”

““We identified Pega as the best solution to support our growth and improve our member experience. A combination of the Pega Customer Service solution with its business process management automation, AI, and machine learning capabilities, was exactly the right mix for us to transform the credit union.””

“We have an automated platform, which is resilient. We are using Pega tools to automate our continuous integration, continuous deployment and testing. We will grow using what we harvest from our current implementations to go even further, to go even faster.”

“The first thing we have seen is you have to trust the bots. You have to take a leap. Unless you take that leap, somebody else will take the leap, and you will realize it after a particular point in time. And by that point in time, you are already delayed.”

“The way Pega handles complexity, scale, and change was critical to the success of our systems. With 500-plus major rule changes, it was essential we have a platform that allowed us to quickly and easily make changes.”

“Through our digital evolution with Pega, we have become a less siloed organization—we’re all championing the same solution.”

“We’re focused on becoming more customer oriented – addressing everyone individually. Pega is the technology that supports us in this.”

“I had the opportunity to speak to industry last week. And the feedback on the customer collaboration portal – the ability to see their status and to submit electronically – has been a tremendous success!”

“I had the opportunity to speak to industry last week. And the feedback on the customer collaboration portal – the ability to see their status and to submit electronically – has been a tremendous success! One person said: ‘I’ve been working with the FDA for 37 years and its about time!”

“We don’t want to live in the past. Pega gives us the technology we need to be modern, contemporary, and relevant for our customers today.”

““We replaced four back-office systems that we used for workflow, claims, customer service, and the contact center functions – all with Pega. All in all we replaced about 2,800 workflows used to manage 140,000 cases a week.””

“Before Pega, we were trapped in legacy monoliths that had rules embedded in decades of code. Change used to be hard for us, but now with Pega, we're able to adapt to change more quickly and have been able to keep up with the unprecedented need for agility during COVID-19.”

“With Pega, we’ve moved from a focus on sales, to a focus on incremental value. For us, it’s about doing the right thing to drive value in the long run, and that approach has led to a 20% increase in incremental value in the last year alone.”

“Citi has successfully deployed the Omni-channel Decision Engine to our U. S. personal bank, post login web, mobile, branch, and agent channels. We're at 100% traffic on web and mobile and are ramping in the other channels.”

“For oncology alone, we've been able to eliminate over 56% of our documentation. Since going live, we've navigated over 40,000 patients. We've scheduled over 3,000 appointments and sent over 16,000 digital messages all from the Pega application.”

“The first thing that impressed us about Pega was its scale. We do almost 50,000 pickups and deliveries a day – and that is a lot of load for any system.”

“Our target was to achieve this within one year… We took this opportunity to move our legacy system to a modernized platform, which could also help us improve our maintenance capabilities, manage costs, security, and make Pega upgrades easier.”

“We provided a 360 view for the agents so that, each time when they go to the customers, they’re able to have an intelligent conversation… In the first phase of our implementation, we managed to develop 180 features, and today it’s still growing. Every two weeks, we’re releasing new features.”

“Our ambition was to digitize all back-office processes from onboarding to offboarding, regardless of the channels, using the Pega CLM framework.”

“Pega [is] the most 'Google-y' third-party platform at Google.”

“We had people who, before we did this, were having to work mandatory overtime. That doesn't exist anymore. They can go home and spend time with their families now. So this had a real impact on our employees; it had a real impact on our customers… This is huge.”

“With Project Moose, using Pega intelligent automation on the Google Cloud Platform, we have greater visibility and processing time across our massive [service] ticketing volume.”

““We've cut down costs, but we're also taking care of more patient members. And if more people are getting the care they need, we're getting better health outcomes. We're bringing down medical costs and it all ties together.””

“The customer brain is our way of using everything we know about our customers in every channel so that every time we're talking to a customer, we're able to have the best possible conversation with them.”

“We just did our 50 millionth next best conversation in person. That is 50 million times our frontline – either our branch or our contact center staff – had an opportunity to take the next best conversation and deliver that to our customers.”