Media Coverage
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| 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’
| The Future Shapers
Deutsche Telekom, Digital Credit Union And Telenet Reveal Their Digital Transformation Secrets
Pega clients Deutsche Telekom, Digital Credit Union, and Telenet discuss what successful digital transformation looks like at PegaWorld
| 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
| Digital Health Age
Why healthcare relies on intelligent resource use and the right tech
Pega’s Peter Ford discusses the need to improve the quality of care within the UK’s NHS through the appropriate use of technology
| 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
| Customer Talk
Artificial intelligence geremd door een gebrek aan empathie
Pega’s Dr. Rob Walker announces the customer empathy advisor and shares Pega’s views on the lack of empathy in customer interactions
| 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
Consumers, businesses at odds over customer service tech
Pega's recent global survey finds consumers are still skeptical of AI, so companies need to overcome negative perceptions of AI and focus on improving their customer service
| CMS Wire
Customer Service Friction: A Double-Edged Sword
Pega’s Jeff Nicholson describes how poor service impacts both businesses and consumers, and suggests how friction can be avoided
| Enterprise Times
Why is empathic explainable AI so important ?
Pega’s Peter van der Putten explains the reasoning behind empathetic AI and recent Pega research unveiled at PegaWorld
| Enterprise Times
Why is empathic explainable AI so important ?
Pega’s Peter van der Putten comments on his PegaWorld breakout session, the logic behind empathetic AI, and recent Pega research on attitudes surrounding AI
| Small Business Trends
Sam Charrington of TWiML&AI: Thinking AI is Magic is a Dangerous Proposition
Influencer Sam Charrington discusses the biggest AI misconceptions and highlights from Dr. Rob Walker's PegaWorld keynote
| CustomerThink