"[The] implementation was incredibly smooth, and we have seen an increase in our CSAT levels since the SMS service was enabled; we look forward to adding new channels."

"In just four months, we have already seen significant benefits from Pega and our fault management solution, including improved utilization of engineering resources and prioritization of fault handling leading to faster response times."

“The system not only allows us to offer a great customer experience, but we’re doing it fast, we’re doing it in real time, and we’re doing it without errors.”

“The really cool thing about these benefits is the number of applications or use cases we've developed. They tend to be really sticky and stable, so they continue to deliver value year after year. So five years down the line, they're still delivering value for that initial upfront investment.”

“Using Pega, we actually have a case management system. We take the documents once and we determine which accounts need those documents, so that the client doesn't have to reproduce the same documents over and over again. The other great benefit that we have with Pega is we take very …

“We've seen great success with just that shift from product to customer [centric approach], trusting the data. And [Customer Decision Hub] has been the key for us in unlocking that as the organization.”

“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.”

“Pega enables our teams with a single platform where business, development, and design can collaborate on the ideal customer journey, which both digitizes and automates our back-office processes and can be easily extended to customers directly through web and mobile. Pega has accelerated the delivery of customer self-service capabilities and …

"What you’re looking for [as a member] is somebody to be there in that journey when you need them most. And that’s what Pega is doing with us."

“At every key-turn, we have an opportunity to improve the customer experience. Pega is helping us decision over a million times an hour, and we only expect that to grow.”

"We provided a 360 view for the agents so that, each time when they go to the customers, they’re able to have an intelligent conversation. In the first phase of our implementation, we managed to develop 180 features, and today it’s still growing. Every two weeks, we’re releasing new features.”

“Customer experience and trust are intrinsically linked. So we need to make sure that we are a trusted company, and we can do that through our customer experience.”