Pega Events

NY Life: Empowered Through Exceptional Customer Experience

  • September 20, 2018
  • 1:00 PM EDT

At Pega, we believe to be Future Empowered, an organization must do three things extremely well:

  • Deliver an incredible customer experience
  • Be an operational powerhouse
  • Remain agile and innovative, even as they scale

The World’s ‘Most Admired Brands’ are Future Empowered because they do all three of these things—not one or two—really well. Brands like Apple and Amazon get most of the attention, but there are other Future Empowered brands out there to inspire us.

With $538+ billion in assets under management, 10,000+ employees, and 12,000 agents, New York Life (NYL) is ranked #61 on the Fortune 500. In 2004, NYL Direct—the operation that primarily supports the AARP Life Insurance Program—set out to transform its customer experience.

Register now for this webinar—part of the Future Empowered Webinar Series—to hear Matthew Wehrly, NYL Direct’s Corporate Vice President of Service Strategy, and Tom Harrington, Pega’s Insurance Industry Principal, discuss:

  • Why improving customer experience was a critical driver for NYL Direct
  • What business improvements resulted from the transformation of the customer experience
  • How the use of the right technology accelerated results
  • What’s next for NYL Direct


Matthew Wehrly

Vice President of Service Strategy, New York Life

Matthew Wehrly has been with New York Life Direct for over 11 years. One of his recent achievements includes the implementation of NYLD's Pega CRM tool for all phone agents. This tool increased First Call Resolution, decreased average handle time, decreased training time, and increased agent satisfaction. Today, Matthew’s responsibilities include overseeing operations strategy, change management, and project management at NYLD.

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Tom Harrington

Sr. Director, Industry Principal, Insurance, Pega

Tom Harrington supports Pega’s global solution strategy for the insurance market and has more than 19 years of insurance industry experience. He works with leading carriers on innovation, profitable growth, digital transformation, and policyholder engagement initiatives. Prior to joining Pega, Tom led product development, distribution strategy, and technology initiatives at Liberty Mutual, and was a commercial lines insurance broker at Aon.

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