Pega is changing the way companies can use technology. It’s offering a REAL Digital Transformation.
Pega is changing the way companies can use technology. It’s offering a REAL Digital Transformation.
Companies are trying to keep pace and meet 24/7 connected customers’ expectations, which are using new technologies (mobile, social media) and expecting companies to be up to date and offer more efficient ways of service.
Companies are trying to keep pace and meet 24/7 connected customers’ expectations, which are using new technologies (mobile, social media) and expecting companies to be up to date and offer more efficient ways of service.
To satisfy customers, companies are using technologies like ERP solutions, communication tools, workflow solutions and others aiming to deliver a better customer experience. However, these solutions are used separately because companies are thinking channels not journeys, tasks not outcomes, and silos not end-to-end journeys.
To satisfy customers, companies are using technologies like ERP solutions, communication tools, workflow solutions and others aiming to deliver a better customer experience. However, these solutions are used separately because companies are thinking channels not journeys, tasks not outcomes, and silos not end-to-end journeys.
Companies are organized around channels (member group, web group, social media group, etc) instead of customer. They are coding into these channels independently. So, channels won’t be able to engage with customers in the right way, and the customers won’t hesitate to go elsewhere.
Also, most back-office systems are organized around tasks not outcomes, which is much critical. And organizations are frequently facing digital gaps failing to consider how to connect customers to outcomes.
Companies are organized around channels (member group, web group, social media group, etc) instead of customer. They are coding into these channels independently. So, channels won’t be able to engage with customers in the right way, and the customers won’t hesitate to go elsewhere.
Also, most back-office systems are organized around tasks not outcomes, which is much critical. And organizations are frequently facing digital gaps failing to consider how to connect customers to outcomes.
Companies have silos between channels, and the customer has to move from one channel to another to get what he wants. Companies have silos between the way they engage with customers and the way they execute the work. And they have silos between the record keeping and the work itself. And being organized around silos and not end-to-end is fatal to efficiency and to the fundamental aspects of customer engagement.
Companies have silos between channels, and the customer has to move from one channel to another to get what he wants. Companies have silos between the way they engage with customers and the way they execute the work. And they have silos between the record keeping and the work itself. And being organized around silos and not end-to-end is fatal to efficiency and to the fundamental aspects of customer engagement.
Pega Mission
Pega Mission
Here comes the Pega Mission. Because the first thing that picture needs is a brain. A brain that will inject intelligence into every one of the channels. So, channels can operate as a commune brain. And that brain would find the next best action, the next best conversation, or the next best engagement. A brain that will unify the client experience across the different channels.
Here comes the Pega Mission. Because the first thing that picture needs is a brain. A brain that will inject intelligence into every one of the channels. So, channels can operate as a commune brain. And that brain would find the next best action, the next best conversation, or the next best engagement. A brain that will unify the client experience across the different channels.
And once you find the next best action, you must be able to execute it in a coherent way. So, you need to automate processes. That’s why you also need this brain to be between the customer and various systems, not only between the business and the customer.
And that is what Pega is about. It’s about bringing intelligence and automation together to create in a unified environment these capabilities of task automation. And here only where we can talk about an effective digital transformation.
And once you find the next best action, you must be able to execute it in a coherent way. So, you need to automate processes. That’s why you also need this brain to be between the customer and various systems, not only between the business and the customer.
And that is what Pega is about. It’s about bringing intelligence and automation together to create in a unified environment these capabilities of task automation. And here only where we can talk about an effective digital transformation.
