Session: Client-Led
Swivel Chair to Single Pane: How Blue Shield of California is reimagining Customer Service with Pega
Date and Location
TBD
Speaker(s)
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Sonya WadePlatform Strategy & Operations Senior Leader | Contact CenterBlue Shield of California
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Shawna MaitiaGroup LeaderBlue 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.