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There’s a real alternative to the Salesforce.com hype: Pega CRM.

Considering Salesforce.com? Don’t fall for the hype. See why today’s leading enterprises choose Pega CRM.

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ペガジャパン株式会社とは？

Pega は顧客の仕事とデジタルプロセスオートメーションをつなぐナンバーワンソフトウェアです。

今日はどんなお手伝いをしましょうか？

トレンドとは

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誇大広告のSalesforce.comの本当に代わりとなるもの：Pega CRM

Salesforce.comをご検討中ですか？誇大宣伝を信じてはいけません。現代のトップ企業がぺガを選ぶ理由をご覧ください。

Explore the Pega CRM Suite

Move past traditional CRM systems to a true journey-enabled, customer engagement suite. Learn how Pega is helping enterprises revolutionize their customer engagement with end-to-end automation and real-time AI on the only unified CRM platform.

Marketing

Engage customers with real-time 1:1 marketing on any channel.

Sales Automation

Intelligently guide sales professionals and automate the sales process.

Customer Service

Serve, satisfy and engage every customer with digital customer service.

Customer Decision Hub

Infuse real-time AI into every customer engagement

There’s nothing artificial about Pega’s proven AI. This always-on brain gets results. Using pragmatic artificial intelligence and decision management, you can improve response rates by up to 6X, NPS by 30 points, and get ROI as high as 500%.

Call to Action

Analyst Reports

See all analyst reports

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We’re creating an environment where we know our customers individually, and we want to use what we know to really understand what’s important to them – so we can be there in the moments that matter.

Jessica Cuthbertson CEO, RBS

Watch Birgit König, Ph.D., CEO, Allianz Health Germany, share how the Pega platform meets rapidly changing customer expectations.

Call to Action

See How Pega Can Help Your Business

Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris.

Explore the Pega CRM Suite

Move past traditional CRM systems to a true journey-enabled, customer engagement suite. Learn how Pega is helping enterprises revolutionize their customer engagement with end-to-end automation and real-time AI on the only unified CRM platform.

Get to know Pega Marketing

Download the data Sheet

Download the Overview document

View Pricing for Pega Marketing

Maximize Value with Next Best Action Intelligence

Blow away your customer’s expectations - engage each individual one-to-one, letting the AI constantly adapt to their needs.

Maximize Value with Next Best Action Intelligence

Blow away your customer’s expectations - engage each individual one-to-one, letting the AI constantly adapt to their needs.

Maximize Value with Next Best Action Intelligence

Blow away your customer’s expectations - engage each individual one-to-one, letting the AI constantly adapt to their needs.

Maximize Value with Next Best Action Intelligence

Blow away your customer’s expectations - engage each individual one-to-one, letting the AI constantly adapt to their needs.

Analyst Reports

See all analyst reports

@bolt/card.twig

We’re creating an environment where we know our customers individually, and we want to use what we know to really understand what’s important to them – so we can be there in the moments that matter.

Jessica Cuthbertson CEO, RBS

Watch Birgit König, Ph.D., CEO, Allianz Health Germany, share how the Pega platform meets rapidly changing customer expectations.

Call to Action

See How Pega Can Help Your Business

Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris.

Explore the Pega CRM Suite

Move past traditional CRM systems to a true journey-enabled, customer engagement suite. Learn how Pega is helping enterprises revolutionize their customer engagement with end-to-end automation and real-time AI on the only unified CRM platform.

Get to know Pega Marketing

Maximize Value with Next Best Action Intelligence

Blow away your customer’s expectations - engage each individual one-to-one, letting the AI constantly adapt to their needs.

Maximize Value with Next Best Action Intelligence

Blow away your customer’s expectations - engage each individual one-to-one, letting the AI constantly adapt to their needs.

Maximize Value with Next Best Action Intelligence

Blow away your customer’s expectations - engage each individual one-to-one, letting the AI constantly adapt to their needs.

Product feature 1

Maximize Value with Next Best Action Intelligence

Blow away your customer’s expectations - engage each individual one-to-one, letting the AI constantly adapt to their needs.

Product feature 2

Maximize Value with Next Best Action Intelligence

zzzBlow away your customer’s expectations - engage each individual one-to-one, letting the AI constantly adapt to their needs.

Product feature 3

Maximize Value with Next Best Action Intelligence

Blow away your customer’s expectations - engage each individual one-to-one, letting the AI constantly adapt to their needs.

Product feature 4

Maximize Value with Next Best Action Intelligence

zzzBlow away your customer’s expectations - engage each individual one-to-one, letting the AI constantly adapt to their needs.

Maximize Value with Next Best Action Intelligence

Blow away your customer’s expectations - engage each individual one-to-one, letting the AI constantly adapt to their needs.

Maximize Value with Next Best Action Intelligence

Blow away your customer’s expectations - engage each individual one-to-one, letting the AI constantly adapt to their needs.

Maximize Value with Next Best Action Intelligence

Blow away your customer’s expectations - engage each individual one-to-one, letting the AI constantly adapt to their needs.

Analyst Reports

See all analyst reports

@bolt/card.twig

We’re creating an environment where we know our customers individually, and we want to use what we know to really understand what’s important to them – so we can be there in the moments that matter.

Jessica Cuthbertson CEO, RBS

Watch Birgit König, Ph.D., CEO, Allianz Health Germany, share how the Pega platform meets rapidly changing customer expectations.

Call to Action

See How Pega Can Help Your Business

Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris.

White Paper

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Download Now

The foundational use cases that are unifying the worlds of adtech and martech.

Omni-channel customer journeys are increasingly recognized as the best practice standard by which organizations need to define, implement, and measure their marketing strategy and assign marketing spend. Maintaining advertising technology (adtech) and marketing technology (martech) silos creates technology, organizational, and capability gaps—preventing us from effectively driving toward coherent, profitable, and delightful customer experiences across both owned and paid media, throughout the entire customer life cycle. And yet, with the growing maturity of data management platform (DMP) implementations—combined with greater adoption and utilization of decision management platforms—these two unique worlds of adtech and martech can be bridged, with pre-built technology solutions that deliver new, previously unachievable use cases. By combining powerful DMP technology with advanced AI, marketing organizations can optimize ad spend, reduce attrition, improve acquisition rates, and increase revenues.

Download this whitepaper to learn about:

The growing importance and demands of a unified adtech and martech world
Four foundational use cases for unifying your DMP
The role of decisioning technology
The unified DMP solution offered by Merkle | Comet and Pega® Customer Decision Hub, Pega’s decisioning technology—providing a bi-directional integration of your third-party DMP and marketing technology

Category:

First tag

Sales Automation and Stuff

CRM

White Paper

Pega.com

Related resources

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White Paper

CSAA Insurance Group: Transforming the Customer Experience

Download Now

The foundational use cases that are unifying the worlds of adtech and martech.

Omni-channel customer journeys are increasingly recognized as the best practice standard by which organizations need to define, implement, and measure their marketing strategy and assign marketing spend. Maintaining advertising technology (adtech) and marketing technology (martech) silos creates technology, organizational, and capability gaps—preventing us from effectively driving toward coherent, profitable, and delightful customer experiences across both owned and paid media, throughout the entire customer life cycle. And yet, with the growing maturity of data management platform (DMP) implementations—combined with greater adoption and utilization of decision management platforms—these two unique worlds of adtech and martech can be bridged, with pre-built technology solutions that deliver new, previously unachievable use cases. By combining powerful DMP technology with advanced AI, marketing organizations can optimize ad spend, reduce attrition, improve acquisition rates, and increase revenues.

Download this whitepaper to learn about:

The growing importance and demands of a unified adtech and martech world
Four foundational use cases for unifying your DMP
The role of decisioning technology
The unified DMP solution offered by Merkle | Comet and Pega® Customer Decision Hub, Pega’s decisioning technology—providing a bi-directional integration of your third-party DMP and marketing technology

Category:

First tag

Sales Automation and Stuff

CRM

White Paper

Pega.com

Related resources

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White Paper

PegaWORLD 2012 Video: Using Technology to Address Gaps in Care, Increase Medication Adherence and Improve Health Outcomes at Alere Health

Download Now

The foundational use cases that are unifying the worlds of adtech and martech.

Omni-channel customer journeys are increasingly recognized as the best practice standard by which organizations need to define, implement, and measure their marketing strategy and assign marketing spend. Maintaining advertising technology (adtech) and marketing technology (martech) silos creates technology, organizational, and capability gaps—preventing us from effectively driving toward coherent, profitable, and delightful customer experiences across both owned and paid media, throughout the entire customer life cycle. And yet, with the growing maturity of data management platform (DMP) implementations—combined with greater adoption and utilization of decision management platforms—these two unique worlds of adtech and martech can be bridged, with pre-built technology solutions that deliver new, previously unachievable use cases. By combining powerful DMP technology with advanced AI, marketing organizations can optimize ad spend, reduce attrition, improve acquisition rates, and increase revenues.

Download this whitepaper to learn about:

The growing importance and demands of a unified adtech and martech world
Four foundational use cases for unifying your DMP
The role of decisioning technology
The unified DMP solution offered by Merkle | Comet and Pega® Customer Decision Hub, Pega’s decisioning technology—providing a bi-directional integration of your third-party DMP and marketing technology

Category:

First tag

Sales Automation and Stuff

CRM

White Paper

Pega.com

Related resources

@bolt/card-w-teaser-list.twig

@bolt/card-w-teaser.twig

White Paper

New ways to engage your customers

Download Now

The foundational use cases that are unifying the worlds of adtech and martech.

Omni-channel customer journeys are increasingly recognized as the best practice standard by which organizations need to define, implement, and measure their marketing strategy and assign marketing spend. Maintaining advertising technology (adtech) and marketing technology (martech) silos creates technology, organizational, and capability gaps—preventing us from effectively driving toward coherent, profitable, and delightful customer experiences across both owned and paid media, throughout the entire customer life cycle. And yet, with the growing maturity of data management platform (DMP) implementations—combined with greater adoption and utilization of decision management platforms—these two unique worlds of adtech and martech can be bridged, with pre-built technology solutions that deliver new, previously unachievable use cases. By combining powerful DMP technology with advanced AI, marketing organizations can optimize ad spend, reduce attrition, improve acquisition rates, and increase revenues.

Download this whitepaper to learn about:

The growing importance and demands of a unified adtech and martech world
Four foundational use cases for unifying your DMP
The role of decisioning technology
The unified DMP solution offered by Merkle | Comet and Pega® Customer Decision Hub, Pega’s decisioning technology—providing a bi-directional integration of your third-party DMP and marketing technology

Category:

First tag

Sales Automation and Stuff

CRM

White Paper

Pega.com

Related resources

@bolt/card-w-teaser-list.twig

@bolt/card-w-teaser.twig

In The News

See the latest updates and media coverage about Pega from around the world.

Featured Press Releases

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Featured Media Coverage

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Press Releases

Pegasystems Launches Pega Community to Empower Anyone to Create Better Software

New community fosters collaborative approach to developing Pega apps for both experienced and new developers

LAS VEGAS – June 5, 2018 – Pegasystems Inc. (NASDAQ: PEGA), the software company empowering customer engagement at the world’s leading enterprises, today announced Pega Community, an open online community empowering Pega users of all experience levels to build better software without coding. This new community allows anyone – from novice to expert – to access the latest resources and tutorials to unlock the power of Pega Infinity™, Pega’s next generation digital transformation suite.

As organizations race to digitally transform their businesses, people with the skills to rapidly create the required solutions are in high demand. Pega Community aims to change how software gets built and redefine who gets to build it by providing an engaging educational resource for Pega’s no-code development environment. From business users to veteran developers, the site offers valuable resources to quickly drive successful digital transformation projects from start to finish. Members can stay current with Pega technology, enhance existing skills, and take their careers to the next level. Pega Community allows developers to network with each other to share ideas and discuss projects, while providing Pega clients with a prime resource to find people with the necessary skills needed for their next project.

Find out what's new

Pega Community is open today and offers the following:

Pega Launchpad: New Pega users can engage with several core ‘missions’ to help familiarize them with Pega and accelerate their learning – at their own pace. These missions include a look at key Pega capabilities such as artificial intelligence (AI) and robotics; designing effective applications to meet users’ goals; tips on leveraging Pega Community; and more. Users will soon be able to earn badges they can attach to their profiles as they complete courses, learn new skills, and quickly gain confidence to develop solutions on their own.

Pega Community Profiles and ”Find a Pega Pro”: Newly expanded profile pages enable Pega Community members to build their personal Pega brand and connect with other developers and potential employers. Profiles include project history, areas of expertise, and availability status for new projects. Additionally, users can showcase their achievements with their official verified Pega certifications, as well as badges earned from completing courses, attending events and seminars, demonstrating product knowledge, and more. Through the new “Find a Pega Pro” tool, Pega’s industry-leading clients – representing some of the most successful companies in the world – can search within their own organizations to find available Pega developers who match the skills and qualifications they’re seeking. This tool will help Pega Community members looking for their next project to market their skills and find exciting new career opportunities.

Project Hub: Project Hub gives users a comprehensive, centralized source of information, guidance, and tools needed to run successful Pega projects. These continuously updated resources – from basic to advanced articles, to templates and role-specific resources – bolster success by helping users accelerate projects, ensure app quality and relevance, and drive agility. The information is structured around the project lifecycle and key capabilities for fast and easy reference. For the first time, users have access to all the delivery insights cultivated from more than 35 years of Pega consulting projects.

Pega Community will be debuted during today’s keynote presentation at PegaWorld — Pega’s annual conference being held through June 6 in Las Vegas. To join Pega Community, please visit https://community.pega.com/.

Quotes & Commentary

“AI and automation technologies have generated tremendous hype, but the potential within the enterprise remains largely untapped,“ said Don Schuerman, chief technology officer and vice president, product marketing, Pegasystems. “Organizations must augment their human intelligence with AI across the entire organization in order to move beyond basic efficiency improvements. By deploying AI and automation with an end-to-end view in mind, businesses can move closer to fulfilling their customer centric vision.”

All trademarks are the property of their respective owners.

The information contained in this press release is not a commitment, promise, or legal obligation to deliver any material, code or functionality. The development, release and timing of any features or functionality described remains at the sole discretion of Pegasystems, Pegasystems specifically disclaims any liability with respect to this information.

Press Kit

Media Contacts

Lisa Pintchman Rogers
VP, Corporate Communications
Lisa.Pintchman@pega.com
+1 617-866-6022

North America

Sean Audet
Director, Corporate Communications
Sean.Audet@pega.com
+1 617-528-5230

Ilena Ryan
Sr. Manager, Public Relations
Ilena.Ryan@pega.com
+1 617-866-6722

Europe

Joanna Richardson
Director, Corporate Communications
Joanna.Richardson@pega.com
+44 (0) 118 9651 660

Jon Brigden
PR & Communications Manager
Jon.Brigden@pega.com
+44 (0) 118 9398 584

Pegasystems Inc.

One Rogers St.
Cambridge, MA 02142
U.S.A.
Phone +1 617-374-9600
Fax +1 617-374-9620

Placeholder for this page's header

2018 Agenda

Session: spark talk

Insert Page Title Here

Date and Location

Insert Time Here

Insert Location Here

Speaker(s)

Alan Trefler

President and CEO

Pegasystems

Micheal Hines

President

Cisco

Winifred Gomez

Vice President

Accenture

Insert Event Description Here. Phasellus molestie magna non est bibendum non venenatis nisl tempor. Suspendisse dictum feugiat nisl ut dapibus. Mauris iaculis porttitor posuere. Praesent id metus massa, ut blandit odio. Proin quis tortor orci. Etiam at risus et justo dignissim congue. Donec congue lacinia dui, a porttitor lectus condimentum.

What you'll learn

The growing importance and demands of a unified adtech and martech world

Four foundational use cases for unifying your DMP

The role of decisioning technology

Topics

Industries

Healthcare

Hospitality

Government

Products

Marketing

Field Service

Related Sessions

Spark Talk

What Aflac is learning about consumer expectations through monitoring tech disruptions

Spark Talk

Leverage Mobile and Collaboration to Increase Revenue and Decrease Order-to-Cash Cycle Time

Spark Talk

PayPal Delivers World Class Customer Service, Worldwide

Register Now

Time is running out to take advantage of end-of-year pricing.

Become a PegaWorld Insider

Stay up-to-date on all the latest PegaWorld news and announcements.

Connect to start a conversation

#PegaWorld18

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2018 Agenda

Session: spark talk

Alan's keynote

Date and Location

June 3, 2018, 10:00A - 11:00A

MGM Grand Hotel, Room 2014

Speaker(s)

Alan Trefler

President and CEO

Pegasystems

Micheal Hines

President

Cisco

Winifred Gomez

Vice President

Accenture

Insert Event Description Here. Phasellus molestie magna non est bibendum non venenatis nisl tempor. Suspendisse dictum feugiat nisl ut dapibus. Mauris iaculis porttitor posuere. Praesent id metus massa, ut blandit odio. Proin quis tortor orci. Etiam at risus et justo dignissim congue. Donec congue lacinia dui, a porttitor lectus condimentum.

What you'll learn

The growing importance and demands of a unified adtech and martech world

Four foundational use cases for unifying your DMP

The role of decisioning technology

Topics

Industries

Healthcare

Hospitality

Government

Products

Marketing

Field Service

Related Sessions

Spark Talk

What Aflac is learning about consumer expectations through monitoring tech disruptions

Spark Talk

Leverage Mobile and Collaboration to Increase Revenue and Decrease Order-to-Cash Cycle Time

Spark Talk

PayPal Delivers World Class Customer Service, Worldwide

Register Now

Time is running out to take advantage of end-of-year pricing.

Become a PegaWorld Insider

Stay up-to-date on all the latest PegaWorld news and announcements.

Connect to start a conversation

#PegaWorld18

Placeholder for this page's header

2018 Agenda

Session: spark talk

What Aflac is Learning About Consumer Expectations Through Monitoring Tech Disruptions

Date and Location

June 4, 2018, 2:00P - 4:00P

MGM Grand Hotel, Room 2046

Speaker(s)

Alan Trefler

President and CEO

Pegasystems

Micheal Hines

President

Cisco

Winifred Gomez

Vice President

Accenture

Insert Event Description Here. Phasellus molestie magna non est bibendum non venenatis nisl tempor. Suspendisse dictum feugiat nisl ut dapibus. Mauris iaculis porttitor posuere. Praesent id metus massa, ut blandit odio. Proin quis tortor orci. Etiam at risus et justo dignissim congue. Donec congue lacinia dui, a porttitor lectus condimentum.

What you'll learn

The growing importance and demands of a unified adtech and martech world

Four foundational use cases for unifying your DMP

The role of decisioning technology

Topics

Industries

Healthcare

Hospitality

Government

Products

Marketing

Field Service

Related Sessions

Spark Talk

What Aflac is learning about consumer expectations through monitoring tech disruptions

Spark Talk

Leverage Mobile and Collaboration to Increase Revenue and Decrease Order-to-Cash Cycle Time

Spark Talk

PayPal Delivers World Class Customer Service, Worldwide

Register Now

Time is running out to take advantage of end-of-year pricing.

Become a PegaWorld Insider

Stay up-to-date on all the latest PegaWorld news and announcements.

Connect to start a conversation

#PegaWorld18

Pega Events

CRM Applications for Real-Time Engagement

Pega’s AI powered CRM Suite is transforming the way enterprises drive greater engagement across the entire customer journey.

January 25, 2018
10:00 AM EST
New York, NY

At Pega, we’re obsessed with being unified. Our mobility, real-time AI, robotic automation, BPM, and case management are best in breed – go ask the analysts. But we didn’t cobble this together from pieces of dead companies – we built it from the ground up on a unified, enterprise-ready architecture.

When you don’t have to waste time feeding the Frankenstack, you can focus on stuff that matters: designing awesome customer experiences. Automating your most complicated processes. Innovating in ways that disrupt the market."

The growing importance and demands of a unified adtech and martech world

Four foundational use cases for unifying your DMP

The role of decisioning technology

The unified DMP solution offered by Merkle | Comet and Pega® Customer Decision Hub, Pega’s decisioning technology—providing a bi-directional integration of your third-party DMP and marketing technology

Event Agenda

11:00 - 12:00 pm

Registration

11:00 - 12:00 pm

Networking Lunch

11:00 - 12:00 pm

Welcome & Keynote

11:00 - 12:00 pm

Customer Engagement Program: Panel Discussion, Demos, Presentations

11:00 - 12:00 pm

Networking Reception

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Styling details of the form fields such as font size may appear slightly different. That should not be reason to fail this during QA - the correct sizes will be pulled in when the site is updated to use the latest 1.x version of Bolt.

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Location Details

This Is The Place Where The Event Is Happening

123 Sesame St.

New York, NY 10012

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Hear From Our Industry Leaders

Stanley Wheeler

Executive Director, My Company

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Stanley Wheeler

Executive Director, My Company

Stanley Wheeler

Executive Director, My Company

Stanley Wheeler

Executive Director, My Company

Stanley Wheeler

Executive Director, My Company

Stanley Wheeler

Executive Director, My Company

Highlights from 2017

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Event Sponsors

This section was originally designed as a simple 5-column Bolt grid. However, because Drupal already has a structure for putting partner logos within action blocks, it was redesigned to use that structure instead. It should be built using those existing structures, not rebuilt from the example below. However, the example below can still serve as the source-of-truth for the finished product.

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ROBOTIC AUTOMATION

Automation to Get Work Done

Robotic Process Automation (RPA) is not going to transform your business by itself. Up to half of initial RPA projects fail. Combine robotics with powerful end-to-end automation and you can jump on the RPA bandwagon without becoming a statistic.

Automation is a Journey

At Pega, we’re obsessed with being unified. Our mobility, real-time AI, robotic automation, BPM, and case management are best in breed – go ask the analysts. But we didn’t cobble this together from pieces of dead companies – we built it from the ground up on a unified, enterprise-ready architecture.

When you don’t have to waste time feeding the Frankenstack, you can focus on stuff that matters: designing awesome customer experiences. Automating your most complicated processes. Innovating in ways that disrupt the market."

@bolt-components-card/card.twig

Transformational Results

321% ROI in less than 12 months. 75% cost savings. 75% productivity improvements. These are transformational outcomes. Getting there takes more than just a few robots. You need one unified automation engine.

Use business process management to orchestrate people and systems. Deploy RPA to take repetitive work out of your operation. Use case management to manage it all from end to end.

You define service level agreements, route work, and apply rules and advanced intelligence. You can jumpstart with RPA, sure – but you’ll be able to fly past the 20% improvement companies see from robotics alone.

Why? Because Pega’s capabilities are unified on one platform. No duct tape. No wiring a bunch of things together. You think about outcomes from end to end. Your technology should be able to get that end to end work done.

@bolt-components-card/card.twig

Give Your Employees a Robot

Imagine if you could give back five minutes of every employee’s day. You can if you free them from wrangling across systems and process siloes for information. How? Software robots that automate the desktop tasks that frustrate your people and slow them down. We call these “productivity bots.”

Productivity bots collaborate with your employees to bridge systems and process siloes. They do work like tabbing, searching, and copying and pasting – so your people can focus on your customers.

Leveraging productivity bots that simplify the employee experience injects instant ROI into your business. In just two to three weeks you'll turn all your service agents, back-office workers, or front-line sellers into productivity ninjas. They’ll be happier. You’ll be happier. And your customers will be happier.

@bolt-components-card/card.twig

Find Improvement Opportunities

It’s 3 p.m. Do you know how your employees are doing? What are they struggling with? What best practices have they discovered? How do you help them be more effective?

You might have KPIs, but do you know what contributes to those KPIs? What systems are effective? What workarounds your employees are taking? New apps get deployed, processes change, regulatory environments shift – it’s the never-ending cycle of change. You need continuous insights to measure the impact of these changes.

Pega Workforce Intelligence captures insights at the desktop. It gets you the details of how work gets done. It uses real-time AI to tell you what systems and processes are getting in the way of employee productivity.

Because once you know the details, you can act. And that makes all the difference.

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The Last Mile of Integration

Mainframes without APIs? CRM and other mission critical apps? You can’t automate if you can’t connect to the systems that matter. Pega gives you the tools you need to bridge the last mile of integration. It’s everything you need to wrap and renew your enterprise applications.

Productivity bots collaborate with your employees to bridge systems and process siloes. They do work like tabbing, searching, and copying and pasting – so your people can focus on your customers.

Leveraging productivity bots that simplify the employee experience injects instant ROI into your business. In just two to three weeks you'll turn all your service agents, back-office workers, or front-line sellers into productivity ninjas. They’ll be happier. You’ll be happier. And your customers will be happier.

@bolt-components-card/card.twig

Ensure Governance and Oversight

As organizations continue to collect software robots, the speed of application updates accelerates, and the application of artificial intelligence broadens. Sooner or later, you’ll get caught up in a management nightmare if you have not considered how to provide consistent oversight and governance over bots, cognitive or not.

Pega’s enterprise process transformation platform helps orchestrate complex processes, and the Pega Customer Decision Hub supports deterministic rules in addition to advanced adaptive analytics. Rest assured regulatory compliance is maintained across the enterprise.

Capabilities such as auto self-documentation ensure an audit trail is maintained of all activities so compliance risk is minimized and required reporting is streamlined and automated.

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3 Capabilities Insurers Need for Outstanding Customer Engagement

By Kate Fowler, Sep 25 2018

Digital technology is changing how clients engage with insurers.

Remember the old days when customers could only conduct business either in person or over the phone? Now insurers need to be able to engage via the internet, mobile devices, email, call center, customer service agents, virtual voice assistants, chatbots, and whatever devices come next. Channels are evolving constantly and customers expect insurers to keep up. They expect you to meet them on their channel of choice and not the other way around.

Why are expectations so high? Insurance consumers, both retail and commercial, are already experiencing real-time service across multiple channels from their banks, retailers, suppliers, third-party information services, etc. They are looking at the insurance industry and asking, "Why can’t my insurer do this?" They are expecting an informed and personalized experience every time they engage with you.

The reality is, customer service is not about how many channels you have – it’s about how you service your customers across those channels.

Most insurers have implemented the ability to connect with clients and agents over many of the above-mentioned channels, but a customer’s experience often varies from channel to channel. If a customer switches channels, they likely have to start from scratch and must repeat their problem and information again. This can be frustrating for both the consumer and the insurance provider.

However, this problem can’t be fixed with the old method of just "throwing more people at it." Instead, to provide real-time, contextual service that meets and exceeds customers' expectations, insurers should leverage strategic investments in digital technology that connect their channels and data, plus core functionality that's leveraged across all channels.

There are three changes insurers need to make right now to create a proactive, digital, client-focused platform for customer engagement.

1. Empower 1-to-1 engagement with real-time AI: Artificial Intelligence can help provide the personalized engagement that insurance consumers value. By analyzing and applying machine learning to each customer’s historical, cross-channel data you will be able to anticipate client needs, provide proactive service, and grow the value of your relationship with each client. Two of the most effective applications of AI in the insurance industry are powering intelligent virtual assistants, like chatbots, or providing guided next best actions to call center agents. AI helps insurers provide consistency with established internal policies and guidelines, and personalized service.

2. Connect the front and back office with end-to-end robotic automation and case management: Bridge the gap between your back-end legacy systems and your digital front end by connecting data and workers using robotic process automation (RPA) and case management. RPA automates data integrations and eliminates the tedious search / copy / paste of a customer’s history across process silos that typically slow down productivity. Case management orchestrates this data with your processes, people, robots, and applications to adaptively manage customer journeys to completion.

3. Unite experiences across channels: Engage with customers and maintain the context of a conversation across a variety of channels and devices by making omni-channel access a priority. This means integrating multi-channel systems with case management and re-using functionality across channels to create a single, connected conversation with customers.

Change doesn’t have to take multiple years or costs millions of dollars.

These three changes can significantly increase the opportunity for consumer retention by providing a frictionless, digital consumer experience. To start, plan for and focus on customer journeys and outcomes. Then combine out-of-the-box product capabilities with an agile methodology.

Insurers are already realizing tremendous business value and return on investment from engaging with customers on their preferred channel, connecting conversations across digital ecosystems with case management, robotics, and end-to-end automation, and using AI as a guide for personalized, client-centric, outcome-driven experiences.

Learn More

Discover how manufacturing and high-tech enterprises are optimizing operations and delivering spectacular service with Pega.
Read how a leading global auto manufacturer automates quality inspection and monitoring.
Download Forrester’s "The Growing Importance of Process to Digital Transformation" to learn how process initiatives increasingly focus on digital transformation – and the approaches organizations are taking to accomplish their new goals.
See how to transform your quality management processes to deliver value faster and digitize value streams from end to end.
Read Setrag Khoshafian’s blog on how IoT and real-time Lean Six Sigma are affecting process improvements and digital transformation.
Learn what it takes to make the necessary and dramatic changes in how a business thinks about its customers, its people, and its technology to survive and thrive in digital. Read Alan Trefler’s eBook, “Build for Change: Revolutionizing Customer Engagement through Continuous Digital Innovation."

About the Author

In her role as Director and Insurance Industry Principal, Kate Fowler, helps Pega’s clients optimize their operations, solve business challenges, and leverage digital technology to drive business strategy.

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Total Retention Benefit: $207,500,000

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Total Uppsell/Cross-sell Benefit: $220,833,333

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Officiis aliquam voluptas aut. Quod qui dicta et beatae sunt odit quaerat. Accusantium assumenda sunt quisquam deleniti officiis quod. Incidunt voluptas quo ipsam officia sed.

Module

Name of module that will take up two lines of text
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Mission Test

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Mission Exercise

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Challenge

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Mission

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Module

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Page Subtitle

Mission Name Goes Here

13 Modules

12 Challenges

1 Mission

7 hrs 30 mins

Other

An introduction to using Pega Platform to develop applications that advance the digital transformation of organizations. Test

Beginner

Pega Platform 8.3

Application Development

Case Management

Other

Hide Completed

Challenge

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11 tasks

Completed
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Module

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Module

Name of module that will take up two lines of text
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Mission Test

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Consequuntur qui mollitia voluptatibus minus eligendi praesentium. Ipsum culpa perferendis atque in architecto illo et. Ea quaerat facere voluptatum esse commodi aut.

Mission Exercise

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Ut consequatur ratione cum aliquid quis. Et pariatur corporis earum error. Tenetur sit fugit voluptatem aut. Delectus commodi ut ratione explicabo nisi.

Challenge

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Adipisci ratione omnis qui ut et velit recusandae non. Id tenetur sed magni fugiat reprehenderit vel. Et atque ea illum magni.

Mission

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Module

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Module

Module name goes here

4 Topics

30 Mins

Create data types to model the attributes of an entity and establish a common context for a group of fields.

Data Integration

Pega Platform

After completing this module, you should be able to:

Explain how data types group related fields to model a single entity

This module is available in the following Missions:

Name of Mission will go here

Name of Mission

Adding another mission here

Topics

Data types

10 mins

Low-code application development in consectetuer turpis

10 mins

Creating a data type

5 mins

Creating a data type with a really long title donec quam felis

5 mins

Module Quiz

3 Questions

Module Quiz

3 Questions

Module Quiz

3 Questions

Challenge

Configuring a case type

14 Steps

2 hr 10 mins

First Tag

Second Tag

1 Scenario

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Before beginning the challenge, you must launch your own Pega cloud environment.

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Nullam in dui mauris. Vivamus hendrerit arcu sed erat molestie vehicula. Sed auctor neque eu tellus rhoncus ut eleifend nibh.

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Note: The following content, referenced from Pega Community, is included here to help you better achieve the module learning objectives.

How to update a rule

System architects often secure rulesets to prevent unauthorized or unintended changes to rules. When you edit the rules in a secured ruleset, you either check out the rule or perform a private edit.

Rule check out and check in

The check-out feature is used to manage changes to rules when multiple developers work on an application. This feature allows a system architect to update a rule while preventing updates by other system architects. Rule check-oLorem ipsum dolor sit amet, consectetur adipiscing elit.

Praesent commodo interdum risus, id semper lorem varius ut. his updates the application ruleset with a new version of the rule. When updating a rule in App Studio, App Studio automatically manages the check-out/check-in process for you. Mauris accumsan nisi massa, a ultricies lacus tristique ac. Etiam ullamcorper ante nisl, non consectetur diam pulvinar sed.

Mauris hendrerit sem ex, eu finibus tellus vehicula eget. Etiam massa lacus, ornare et dapibus vehicula, facilisis eget sem. Nulla tincidunt dui nunc, quis laoreet augue pretium ac. Fusce ac felis eu velit lacinia tincidunt.ut creates a copy of a rule in a ruleset that is only visible to you, called a personal ruleset.

Checking out a rule

Checking out a rule creates a copy of the original rule in your personal ruleset and prevents other system architects from checking the rule out until you check in your changes.

The personal ruleset occupies the top spot in the ruleset stack. The rules in your personal ruleset override rules in the rest of the application. This allows you to test your changes to the rule without affecting other system architects.

In the Dev Studio header, click the Checkouts icon to view a list of the rules you have checked out. After you update the rule and test the changes, you check in the rule. This updates the application ruleset with a new version of the rule.

Checking in a rule

Checking out a rule creates a copy of the original rule in your personal ruleset and prevents other system architects from checking the rule out until you check in your changes.

The personal ruleset occupies the top spot in the ruleset stack. The rules in your personal ruleset override rules in the rest of the application. In the Dev Studio header, click the Checkouts icon to view a list of the rules you have checked out. After you update the rule and test the changes, you check in the rule. This updates the application ruleset with a new version of the rule. After you update the rule and test the changes, you check in the rule. This updates the application ruleset with a new version of the rule. When updating a rule in App Studio, App Studio automatically manages the check-out/check-in process for you. When updating a rule in App Studio, App Studio automatically manages the check-out/check-in process for you. This allows you to test your changes to the rule without affecting other system architects.

Private edit

A private edit provides a nonexclusive check out of a rule. This allows other system architects to edit a rule at the same time. Private edits are useful for quick debugging without interrupting development by other team members. This option is not available in App Studio.

It is a best practice to lock older versions of a ruleset in order to prevent changes. For rules in a locked ruleset, a lock icon is displayed on the rule form.

Data type best practices

A private edit provides a nonexclusive check out of a rule. This allows other system architects to edit a rule at the same time. Private edits are useful for quick debugging without interrupting development by other team members. This option is not available in App Studio.

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WYSIWYG Elements to Bolt Components

Ideal CKEditor Config

Bolt needs to create an example of CKEditor that can map to web components, and all the related Bolt components need to become web components.

  ClassicEditor
  .create( document.querySelector( '#editor' ), {
    heading: {
      options: [
        { model: 'paragraph', view: 'bolt-text', title: 'Paragraph' },
        { model: 'headline1', view: 'bolt-text', title: 'Headline xxxlarge h1', attributes: { headline: true, font-size: 'xxxlarge', tag: 'h1' } },
        { model: 'headline2', view: 'bolt-text', title: 'Headline xxlarge h2', attributes: { headline: true, font-size: 'xxlarge', tag: 'h2' } },
        { model: 'headline3', view: 'bolt-text', title: 'Headline xlarge h3', attributes: { headline: true, font-size: 'xlarge', tag: 'h3' } },
        { model: 'headline4', view: 'bolt-text', title: 'Headline large h4', attributes: { headline: true, font-size: 'large', tag: 'h4' } },
        { model: 'headline5', view: 'bolt-text', title: 'Headline small h5', attributes: { headline: true, font-size: 'small', tag: 'h5' } },
        { model: 'headline6', view: 'bolt-text', title: 'Headline xsmall h6', attributes: { headline: true, font-size: 'xsmall', tag: 'h6' } },
        { model: 'subheadline1', view: 'bolt-text', title: 'Subheadline xxlarge', attributes: { subheadline: true, font-size: 'xxlarge', tag: 'p' } },
        { model: 'subheadline2', view: 'bolt-text', title: 'Subheadline xlarge', attributes: { subheadline: true, font-size: 'xlarge', tag: 'p' } },
        { model: 'subheadline3', view: 'bolt-text', title: 'Subheadline large', attributes: { subheadline: true, font-size: 'large', tag: 'p' } },
        { model: 'eyebrow', view: 'bolt-text', title: 'Eyebrow', attributes: { eyebrow: true, tag: 'p' } },
        { model: 'link', view: 'bolt-text', title: 'Link', attributes: { eyebrow: true, tag: 'a' } },
        { model: 'blockquote', view: 'bolt-blockquote', title: 'Blockquote' },
        { model: 'ordered-list', view: 'bolt-ordered-list', title: 'Ordered list' },
        { model: 'unordered-list', view: 'bolt-unordered-list', title: 'Unordered list' },
        { model: 'code', view: 'bolt-code-snippet', title: 'Code snippet' },
      ]
    }
  } )
  .then( ... )
  .catch( ... );

CKEditor Docs

The docs show that mapping each style option to a specific tag and class is possible, but we need to figure out if it can do attributes as well. Otherwise, we'd have to make sure our web components can work without any attributes.

https://github.com/ckeditor/ckeditor-dev/tree/major/plugins
https://docs.ckeditor.com/ckeditor4/latest/guide/dev_acf.html
https://docs.ckeditor.com/ckeditor4/latest/api/CKEDITOR_config.html#cfg-protectedSource

Headlines

Headline 1 is XXLarge Headline

Headline 2 is XLarge Headline

Headline 3 is Large Headline

Text

Body text is medium sized text.

Italic text is emphasized.

Bold text is strong.

Superscript text is ^sup.

Subscript text is _sub.

Link

Link is link component with default settings.

Blockquote

Blockquote is blockquote component with default settings.

Ordered List

Ordered list is

Ordered list component

with default settings

Unordered List

Unordered list is

Unordered list component

with default settings

Code

  Code text is the Code Snippet component with default settings.

Table

	Column 1	Column 2	Column 3
Row 1	Table is the Table component with default settings.	R1C2	R1C3
Row 2	R2C1	R2C2	R2C3
Row 3	R3C1	R3C2	R3C3
Footer	FC1	FC2	FC3

Missing in Bolt

Figure (Image and Video): the figure component needs to be styled.

All existing components other than the code snippet are not yet web components

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What's Trending

There’s a real alternative to the Salesforce.com hype: Pega CRM.

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今日はどんなお手伝いをしましょうか？

トレンドとは

誇大広告のSalesforce.comの本当に代わりとなるもの：Pega CRM

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Explore the Pega CRM Suite

Customer Decision Hub

Analyst Reports

See How Pega Can Help Your Business

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Explore the Pega CRM Suite

Get to know Pega Marketing

Maximize Value with Next Best Action Intelligence

Analyst Reports

See How Pega Can Help Your Business

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Explore the Pega CRM Suite

Get to know Pega Marketing

Maximize Value with Next Best Action Intelligence

Analyst Reports

See How Pega Can Help Your Business

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Category:

Related resources

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CSAA Insurance Group: Transforming the Customer Experience

Category:

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PegaWORLD 2012 Video: Using Technology to Address Gaps in Care, Increase Medication Adherence and Improve Health Outcomes at Alere Health

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New ways to engage your customers

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In The News

Featured Press Releases

Featured Media Coverage

Related resources

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Newsworthy is an understatement. Our industry-leading solutions help the world's largest companies build applications engineered for the future.

Date

Topic

Industry

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Media Coverage

Newsworthy is an understatement. Our industry-leading solutions help the world's largest companies build applications engineered for the future.

Date

Topic

Industry

d8 browse page press Show Code Hide Code

Press Releases

Newsworthy is an understatement. Our industry-leading solutions help the world's largest companies build applications engineered for the future.

Date

Topic

Industry

d8 details page press Show Code Hide Code

Pegasystems Launches Pega Community to Empower Anyone to Create Better Software

Find out what's new

Quotes & Commentary

Press Kit

Media Contacts

North America

Europe

Pegasystems Inc.

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Insert Page Title Here

Date and Location

Speaker(s)

Alan Trefler

Micheal Hines

Winifred Gomez

What you'll learn

d8 homepage

d8 homepage japanese

product landing

product t2

product t4

resource details page

resource details page long title

resource details page extra long title

resource details page short title

d8 news landing

d8 browse page

d8 browse page media

d8 browse page press

d8 details page press

d8 agenda manager details

d8 agenda manager details alan keynote

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