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Customer Decision Hub: Real-time decisioning

| C-Suite Network

Service Utopia with Guest Jeff Nicholson

bloghowcitizendevelopersareimprovingcustomerservice

| This Week in Machine Learning & AI

Empathy in AI with Rob Walker

| Forbes

Let's Build A House To Close The Digital Skills Gap

| This Week in Machine Learning & AI

Rob Walker explains the role of empathy in consumer-facing human-AI interactions.

| ZDNet

Pega client CBA explains how its Customer Engagement Engine quickly analyzes 200 billion data points so agents can provide better customer experiences.

| Forbes

John Everhard notes that focus should be on the new opportunities that emerge with workplace automation.

| IBS Intelligence

John Everhard comments on the inescapable future of AI in the workplace.

| CNBC

Learn how Pega has adapted to industry change and why Cramer says the company is "scorching it."

| IT News

National Australia Bank uses Pega Intelligent Virtual Assistant to reduce email avalanche and improve customer experience.

| Internet World Business

Carsten Rust notes that chatbots still require constant retraining, monitoring, and adjustment.

| Relation Client Mag

Georges Anidjar explains the need for one-to-one relationships between companies and consumers due to changing customer expectations.

| Forbes

John Everhard discusses the need for the NHS to evolve with today’s technologies and patient expectations.

| Customer First

Pega survey finds patients don't mind the use of AI in their medical care, but a majority still prefer phone contact with doctors.

| Imaging Technology News

Pega survey reveals patients want personalized interactions and seamless processes when communicating with doctors and insurers.

| The Boston Globe

Rob Walker explains how AI-powered software can help brands understand customer habits to provide better experiences.

| CIO Magazine

Don Schuerman explains how RPA can aid “app overload,” which Pega research finds is killing workplace productivity

| Forbes

John Everhard considers how governments will shape the future and help us all prepare for work in the AI age.

| Le Monde Informatique

Pega survey finds that customer service experiences must not lose the human touch as the world continues to utilize digital tools.

| Assurance & Banque 2.0

Georges Anidjar comments on the need for a balance between robots and humans when developing future customer service tools after the findings of a Pega survey.

| Forbes

Don Schuerman discusses the increase of ‘citizen x’ workers in today’s organizations and how they have the ability to increase innovation and speed.

| IT FinanzMagazin

Carsten Rust notes that chatbots should be seen as a way to optimize the customer experience and loyalty.

| The Financial Brand

Scott Andrick predicts future retail banking focus on customer engagement through digital transformation and AI.

| Fast Company

Rob Walker explains how AI will evolve to incorporate empathy and how the customer experience will shift.

| Huffington Post

Harald Esch discusses consumer skepticism when asked to share personal data.

| Computer World

Rob Walker makes predictions for AI in 2019, anticipating that it will influence everything from customer involvement to app development.

| Customer Talk

Employees are not able to reach their full potential and job satisfaction due to inefficient applications and distraction from core tasks, finds Pega study.

| Robotics Business Review

Francis Carden anticipates that in 2019 users will find that RPA is not right for every situation.

| Raconteur

John Everhard comments on how Analytics and AI will guide future business decisions while people will add the human touch, eventually evolving into a seamless partnership.