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PegaWorld
June 7-9, 2026 | Las Vegas, NV

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PegaWorld 2026 Agenda
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Session: Client-Led

Swivel Chair to Single Pane: How Blue Shield of California is reimagining Customer Service with Pega

Date and Location

June 8, 2026, 3:15PM - 4:00PM PDT
Chairman's Ballroom 365

Speaker(s)

  • Sonya Wade
    Sr. Manager, Product Management
    Blue Shield of California
  • Shawna Maitia
    Product Manager, Consultant
    Blue Shield of California

Learn how Blue Shield of California is transforming the agent experience by consolidating fragmented systems into a single Pega‑powered service desktop. We’ll share the design patterns, roadmap decisions, and lessons learned while building an AI‑ready customer service foundation that improves efficiency, compliance, and agent confidence.

Topics

Agentic AI Geschäftsagilität Intelligente Automatisierung Kundenservice Operative Leistungsfähigkeit Personalisierte Kundenerfahrungen

Product areas

Kundenservice

Industries

Gesundheitswesen Versicherungswesen

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