Pega Media Coverage

Making the Case for Customer Experience

Some companies are building a solid business case for investing in the customer experience by correlating customer metrics to revenue losses and gains.

To combat churn and to move the customer experience forward, Farmers Insurance constantly seeks ways to improve its service delivery, particularly claims processing, to customers for all insurance product lines, from auto to personal property.

Another look at customer centricity

Melonie Warfel, director, Life Sciences Industry Solutions, Pegasystems, on how to foster a culture of business transformation

Using a Rules Engine to Manage Integration Behind the Scenes

Information Management recently identified five stand-out companies for its 2011 Innovative Solutions Awards. Pegasystems was recognized in the category of BPM.

CRM Watchlist 2012 Winners - Customer Service Strikes Again

I am impressed in ways that surprise with Pegasystems. Ask me a year ago if I thought they would have made it in CRM as far as they have, and, honestly, I would have said “nope.” But luckily, they ignored me (not literally) and did what they felt they had to - and it was the right thing to do. I have zero doubts about their impact in 2012. They are a slick, smart, strong company that is going to be that and more in 2012.

Celent Honors 23 Insurers for Effective Use of Technology

Prudential Insurance: Using BPM to create a single intuitive view of the customer, Prudential selected Pegasystems to bridge multiple, disparate systems, provide real time case management, and implement a single intuitive user interface for customer service representatives.

Research and consulting firm Celent recognizes Nationwide’s efforts at expert IT management of a 5-year, two-company consolidation; 23 other insurers noted for best practices

Prudential Group Insurance, a Pega client, also was recognized as a Model Insurer for customer service acheivements and success.

• Prudential Insurance: Using BPM to create a single intuitive view of the customer.

Customer must be king in the web world

In the US, Amerigroup, a healthcare company, found its customer care centres were becoming bogged down by isolated systems and complex workflows that drove up operating costs, hampered growth and stopped the company from being able to deliver consistent service.

“Our associates had to negotiate many systems to help a [customer], which made it difficult to support growth, innovation and standardisation,” says Russell Esposito, senior vice-president of IT Services.

January 2012 New Products

Pegasystems has announced the release of its Incident Management solution. The new solution is said to give energy organizations more control, better visibility and improved resolution times to industrial accidents, unplanned maintenance outages and even weather events such as hurricanes.

2012 CRM Technology Trends: How to make the most of each customer interaction

A lot has been said about the importance of customer experience for improving customer retention, satisfaction and boosting sales. But, when we asked researchers to explore the views of UK consumers and business decision makers on customer service at the end of last year, we found a significant gap between what businesses are offering and what consumers actually need.

Architecting a Global Brand – Part 2

Having created and shaped several successful brands during the past 20 years, including FrontBridge (acquired by Microsoft), FileNet (acquired by IBM), AST Computer (acquired by Samsung) and now Pegasystems, there are several keys challenges that must be addressed to successfully build and maintain a global brand: charter; structure or architecture; investment; management; alignment; and advocacy.