PegaWorld 2026: Transforming Back Office Operations at Blue Shield of California with Pega Workflow Automation

At Blue Shield of California, critical back-office processes like Medicare enrollment and email-based service requests were historically fragmented across manual hand-offs and legacy systems, impacting service speed and operational efficiency. In this session, we'll share how we used Pega to transform these operations into an intelligent, orchestrated workflow layer. We will also share our roadmap for the future, including how we are embedding AI for further operational efficiency, member experience, and self-service for staff and members.