"By understanding our business much better, we were able to target the implementation of automations that hit our customer needs, our employee needs, and gave us the biggest wins."

"At ME, because of the investment we’ve made in the technology and the partnership we have with Pega, we are able to provide our customers straight-through processing options, digitally, for all of our deposit products."

“We had people who, before we did this, were having to work mandatory overtime. That doesn't exist anymore. They can go home and spend time with their families now. So this had a real impact on our employees; it had a real impact on our customers. This is huge.”

"One of the business outcomes is also speed. With the components in that layer cake approach, if you have the first couple of layers already set up for a squad and you just need to focus on connecting all of the components or mixing and matching what you want and …

“Pega being a proper omni-channel system enabled us to put everything in one place. You’re still going to be channel aware. but it means you can solve that problem in one place and that’s what is important. You solve that complexity across all interactions, across all channels.”

“What we've been able to achieve through our partnership and utilization of Pega is a genuine end-to-end process that's integrated into our historic legacy systems. We've integrated about 15 different systems into Pega. For our employees, they now have a single system experience.”

“The benefit of Pega? No more swivel chair. It's one system. Clinicians don't have to go into two. Pega's talking to both of them.”

“The journey we've been on is getting those stakeholders in and trusting the technology, helping them see what it does, making sure that they're part of it. This isn't a black box. We welcome all teams to work with us directly. We share our information, everything's transparent. This is a …

“The first thing we have seen is you have to trust the bots. You have to take a leap. Unless you take that leap, somebody else will take the leap, and you will realize it after a particular point in time. And by that point in time, you are already …

“I had a transaction on my card I didn’t recognize. I was able to submit my request in just a few minutes. All transactions were removed from my card and a new card was sent to me automatically – great experience.”

“First, we got a more reliable application by using Pega UI. Second, we got easier communication by using chat. Above all, we could reduce manual operations and promote automation of work.”

“Citi has successfully deployed the Omni-channel Decision Engine to our U. S. personal bank, post login web, mobile, branch, and agent channels. We're at 100% traffic on web and mobile and are ramping in the other channels.”

“I had the opportunity to speak to industry last week. And the feedback on the customer collaboration portal – the ability to see their status and to submit electronically – has been a tremendous success! One person said: ‘I’ve been working with the FDA for 37 years and its about …

“We've cut down costs, but we're also taking care of more patient members. And if more people are getting the care they need, we're getting better health outcomes. We're bringing down medical costs and it all ties together.”

“At the end of the day, we have good commercial results [we] increased the upsell of services by 57%. I think the project is quite a success for us, and Pega too.”