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)
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Sonya WadeSr. Manager, Product ManagementBlue Shield of California
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Shawna MaitiaProduct Manager, ConsultantBlue 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.