In the digital age, there is clear consensus that delivering a superior experience is critical to increasing profitability and reducing customer churn. But many companies fall into the trap of thinking of the digital experience as front-end interaction -- the glitz and pop of a great website with splashy features, lots of functionality and responsive design.
But for the world's most successful companies, digital customer experience goes far beyond the user interface to the entire infrastructure required to deliver on customer promises. From personalized marketing to accurate fulfillment an exceptional customer service, this experience encompasses every step of the customer journey.
For organizations seeking technology to manage, measure and improve the customer experience, Pega provides a leading suite of strategic applications.
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Customer service solution buyers report growing pressure from their colleagues utilizing Salesforce.com’s Sales Cloud to also adopt Service Cloud to offset price increases. Customer service professionals should, however, think twice.
Improving the digital customer experience
Pega's applications in sales, marketing, service and operations help Global 2000 companies to streamline business processes, connect in real time with customers on all channels, and quickly adapt to changing business requirements and customer demands.
- Pega Marketing improves the digital customer experience by consistently delivering cross-channel marketing communications with contextual messaging, branding and nurturing on any channel where customers choose to engage. Predictive marketing analytics enable marketers to accurately anticipate customer behavior and preferences, and design campaigns to nurture relationships, build trust, fulfill needs and strengthen loyalty.
- Pega Customer Service enables service teams to deliver satisfying, efficient and accurate customer experiences at every point of contact. Case management capabilities bring together all the people, information and systems it takes to resolve each customer inquiry quickly and accurately. At each step of the customer journey, Pega intelligently suggests the next-best-action to take, guiding customer service reps step-by-step to deliver an exceptional and personalized service experience.
- Pega Sales & Onboardingimproves customer relationships with an onboarding system that streamlines the onboarding process and intelligently guides company representatives to actions that delight customers and make for memorable customer experiences.
- Pega Operations support the digital customer experience with solutions to simplify and automate business processes in order to serve customers more effectively.
The Pega 7 platform enables a superior digital customer experience
Pega's applications are built on Pega 7, a unified platform that provides all the tools required to deliver an end-to-end digital customer experience. Pega 7 enables organizations to build robust applications six times faster than Java Enterprise Edition and provides the scalability required to meet the diverse needs of multiple business units, products, channels, geographies and customer segments.