Media Coverage
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| CIO Magazine
DAK-Gesundheit optimiert das Kundenmarketing
DAK-Gesundheit explains how Pega Marketing is already improving customer loyalty and employee experiences
| 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
| Siecle Digital
Avec Contact Center AI, Google veut donner un coup de pouce aux centres d’appel
As the writer explains, Google isn’t the only one using AI in its contact centers – Pega is doing the same
| Which-50
Which-50 Awards: HSBC – The Best In Analytics Innovation
HSBC’s Pega-based customer engagement solution was named The Best In Analytics Innovation for increasing meaningful customer conversations and improving inefficiencies
| Which-50
Which-50 Awards: The Commonwealth Bank Of Australia — Best In Customer Service Innovation
Commonwealth Bank of Australia was named a winner for Best In Customer Service Innovation for its transformative customer engagement strategy by overhauling its digital infrastructure with Pega
| RT Insights
Pegasystems Enables Business Users to Apply AI in Real Time
Pega’s Matt Nolan discusses how the Next-Best-Action Designer enables business users to apply AI in real time
| DMN News
The Human Element at Movable Ink Think Summit 2019
Pega’s Matt Nolan discusses empathy in business and why a human element is needed for brands to better connect with customers
| CMO
How rebates and employee engagement are helping CBA build customer loyalty
Commonwealth Bank of Australia explains how customer loyalty and effective engagement have increased since working with Pega
| Finextra
Commercial Banks need to Step up their Game on Client Service
Pega’s Steve Morgan discusses recent Pega research on the impact of inadequate business banking services
| 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
| itnews
CBA prompts 600,000 customers to spend unused credit card points
Pega client Commonwealth Bank of Australia shares how they are shifting away from the traditional ‘hard-sell’ method to more data-driven conversations based on customer need
| Finextra
Traditional banks face up up-hill struggle with business customers
Pega’s Steve Morgan explains the need for traditional banks to adapt to new customer expectations and the challenge of retaining customers
| 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
| Executive-People
Transparantie en relevantie zorgen voor optimale klantervaring
Pega’s Derk-Jan Brand explains how empathetic AI can boost one-to-one customer engagement
| Automotive News
Dealers, OEMs must make vehicle service a rewarding experience
Pega's Steven Silver explores how automotive companies can elevate customer journeys to cater to customers who have become accustomed to seamless experiences
| 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
| CMO
CMO's top 8 martech stories for the week - 17 October 2019
Pega announces new AI-driven capabilities which enable the Customer Decision Hub to optimize decision making and customer interactions
| 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
| COMPUTERWELT
KI muss Umgang mit Kunden lernen
Pega survey uncovers how empathy can improve the perception of AI and foster positive relationships with customers
| 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
| Forbes
The Key To Successful AI: Hiding Its Use From People
A Pega AI survey reveals most consumers don’t realize when they have interacted with AI
| Forbes France