“For oncology alone, we've been able to eliminate over 56% of our documentation. Since going live, we've navigated over 40,000 patients. We've scheduled over 3,000 appointments and sent over 16,000 digital messages all from the Pega application.”

"The vision of the Interaction Platform is that it does away with the whole concept of back office. We will turn all of our employees into front-office employees, working for one sole idea, which is improving the customer journey and creating those memorable experiences in whatever function they have."

“We're all about digital first. Pega is all about digital first This is our platform to be able to simplify the whole servicing of a customer world.”

“For us, customer intimacy is our differentiator in the market. It’s something we strongly believe in, so we really went to look for the best technology to fit that strategy.”

“There are so many moments during a buyer’s journey where decisioning can be introduced and applied in unique and different ways. We built a dynamic proposition framework that can power this entire journey from the same Pega platform.”

“Using Pega's ability to provide experts with developmental guardrails, we have put the power of evolving and improving the auto matching to 80% by day 12. That's 12 days to improve by 10%. That is crushing complexity.”

“This project has been an amazing manifestation of the power that Pega brings to the table to speed up development work.”

“One of my favorite quotes from a customer impacted by Next Best Action said, 'I feel like T-Mobile knows me'. And that is essentially what we want. We want to know them. We want it to be relevant.”

"We have launched a minimum viable product in only two months, starting from design thinking sessions. I see this achievement as quite extraordinary considering the size of the application and similar initiatives and projects in the past."

"Having seen what Pega could do in our digital channels, we knew the opportunity ahead for both our customers and our bankers was huge. And we quickly realized we could offer customers so much more with this new customer engagement engine."

“The core objective of our customer engagement engine is to build strong and lasting connections with our customers. So by leveraging advanced technologies, data analytics, and insights, we ensure that every interaction with our customers is personalized, relevant, and valuable.”

“Pega [is] the most 'Google-y' third-party platform at Google.”

“It’s a conversation. Next best action for us is the next conversation to have with the customer … and then [the] Pega Customer Decision Hub helps us decide on which conversation to surface to which customer and which channel at the right time.”

“We've harmonized our KYC processes for ING. We've made it a consistent process that is available for reuse through all our countries, all our segments. We've set a global standard.”

“Pega Customer Service captures and tracks everything that happened during that interaction. Representatives no longer have to spend their time typing up the lengthy notes after each call. Now they can spend time on serving our customers – which is what they want to be doing.”