“Why must we change? We have to, the industry is changing, our competitors are changing, our consumers want more.”

"ezFedGrants is a holistic, modern grants management solution that allows USDA to meet it aggressive customer service, operational efficiency, visibility and compliance goals. As an example, USDA has been able to streamline the payments process using Pega integrated with SAP Financials and CRM from six to eight months on average …

"The next pillar is the real-time marketing reaching the right customer at the right time. That moment of truth increases our results by three times. That's the power that Pega drives for us."

"The idea behind using technology isn't just doing it for technology’s sake. The idea is to be more efficient and effective and that you have rules that are concomitant with each other in the EU or the US or Australia."

“We were able to work with business and IT, look at a process, optimize it, and basically automate 100% of the process.”

"We're able to predict that you're going to call to provide you a resolution path before you need to actually contact us."

"We managed to reduce cost by a factor of four and eliminated 93% of touches."

"We do one million decisions an hour on Pega. And we are just scratching the surface."

"The Pega Cloud is available 24x7. We’ve never seen a problem. I’m telling you this application is running 24x7 across the world. We have zero downtime."

"Digital transformation, automation and customer service: all of that really relies on a sound strategy."

"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."

"With Pega, we’re omni-channel in our next-best-action approach. It’s about being one voice, one brand, for the customer – regardless of channel."

“Overall, we are seeing nearly a third of the gaps closed in a 12-month period, which is a lot."

“I had high expectations for Pega, and they have been met.”

"We are building enterprise solutions off the Pegasystems platform to have more scalable solutions [that are] not just for [specific] business problems."