Media Coverage
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| Relation Client Mag
Les grandes tendances du service client en 2025, selon Pegasystems
Features Pega’s 2025 customer service trends, including how AI and automation are profoundly transforming the customer service landscape.
| Customer Experience Magazine
Pega unveils AI-powered payment dispute solution
Covers the launch of Pega Smart Dispute .
| Martech Series
GenAI: The Silent Hero Behind Better Experiences for Agents and Customers
In this byline, Pega's Simon Thorpe explains how generative AI is opening up new paths for top-tier customer service, bringing a new promise of agent-powered service and self-service that will change...
| Computer Weekly
Wells Fargo bank turns to AI to help families settle estates after a death
Sangeeta Doss, head of Wells Fargo’s Estate Care Centre, about how the bank is winning customers after using business automation software and artificial intelligence from Pega to help families manage...
| CX Lore
Rise of machine customers poses new CX headaches
Podcast on the topic of the rising number of machine customers, featuring Pega's James Dodkins who discusses whether they are the next big thing in serving customers efficiently and effectively.
| IT Matchmaker
Intelligente Bots automatisieren Schadensmeldungen
Pega's intelligent bots enable insurers to automate far more than traditional processing, allowing the clerks to process complex claims automatically and optimize customer communication.
| Midrange
DKB MODERNISIERT SERVICEPROZESSE MIT DER PEGA LOW-CODE-PLATTFORM
Deutsche Kreditbank modernizes its service processes using Pega’s low-code platform.
| Insurance Innovation Reporter
Enhancing Customer Satisfaction and Reducing Operations Costs with Generative AI
Pega's Manoj Pant writes about how generative AI can transform the insurance industry in this article in Insurance Innovation Reporter.
| RetailBiz
Six predictions for customer service in 2020
Pega’s Jeff Nicholson predicts what’s in store for customer service in the retail market
| IT Brief AU
Customer service reps tired of not having the right tools - Pega
Customer-facing employees are tired of not having the right tools to provide quality service, finds Pega research
| My Customer
Could tech implementation be your downfall?
Pega’s Lee Wittington connects the dots between his time as a pub landlord, what implementing tech means for customer experience, and results of a recent Pega survey on customer service insights
| W&V
Fax ist verbreiteter als Social Media
Pega research finds German customer service agents believe the tools available to them are inadequate to provide optimal service
| Funkschau
Fax verbreiteter als Social Media
Recent Pega reseach finds that customer service agents believe the use of AI and automation with accelerate processes and improve customer experiences
| Dutch IT-Channel
Transparantie en relevantie zorgen voor optimale klantervaring
Pega research finds that companies have to boost one-to-one customer engagement to retain their customers
| Relation Client Mag
La digitalisation du service client doit s'accélérer
Recent Pega research found link between inefficient customer service and inadequate technology for employees
| Finanzwelt
Lebt denn das alte Fax noch? Ja, es lebt noch!
Pega’s Kay Knoche warns that companies run the risk of losing customers and valuable employees when they don’t provide the proper tools for agents
| Relation Client Mag
La digitalisation du service client doit s'accélérer
Pega research finds a need for accelerated digitization of customer service
| ITChannel
Service client : il est urgent de proposer aux conseillers des outils adéquats
To assist customers effectively, call center agents must have the correct tools, according to recent Pega research
| Customer First
DOMPERS SERVICEMEDEWERKERS BELICHT
Pega’s Derk-Jan Brand shares that organizations who don’t listen to their staff run the risk of potentially losing customers and valuable employees
| Customer Talk
Ontoereikende technologie belemmert adequate klantenservice
Pega survey finds that inadequate tech support and processes can cause significant frustration among service employees
| B2B Marketing
Customer service hindered by technology struggles
Pega survey finds that two-thirds of respondents consider intelligent chatbots and virtual assistants helpful
| MYCustomer
https://www.mycustomer.com/service/contact-centres/frustrated-service-agents-become-unlikely-champions-for-chatbot-support
Call center agents support the use of chatbots to help relieve work overload, says Pega survey
| BAI Banking Strategies
Customer experience meets your excellence: How to edge out the competition
Pega’s Christine Parker explains how positive and personalized customer experiences can effectively edge out the competition in the financial services industry
| Loyalty360
AI-ENABLED EMPATHY: HOW MACHINES ARE EVOLVING THE WAY HUMANS EFFECTIVELY MAKE CONNECTIONS
Pega’s Jeff Nicholson discusses how AI and machines shape the way humans make connections and how AI-enabled machines help businesses create empathetic customer interactions
| Marconomy
Im Kundenservice steht KI noch allzu oft für „Kühle Intelligenz“
Pega’s Kay Knoche examines AI’s image problem from the perspective of the customer, and notes that often AI comes to stand for ‘antisocial intelligence’
| Computable
Banken hebben last van service pijnpunten
Pega’s Peter Woods discusses financial sector pain points and suggests how to overcome these challenges with real-time omnichannel support for customer journeys
| The Banking & Finance Post
‘PEGA’s case management maximises efficiency of banks’
Pega’s Suman Eadunuri shares how Pega is helping banks with digital transformation through case management and personalized marketing to drive growth and improve customer satisfaction
| Journal du Net
Service client : 3 raisons pour lesquelles les clients changent de banque
Pega’s Sylvain Harault discusses customer service as a main reason people switch banks and how banks can overcome this challenge
| Mybusiness
‘Aussies would rather clean the toilet’
Pega’s Michael Evans comments on recent Pega survey findings and warns that companies either need to prioritize their customer service or risk being left behind
| Technology Decisions