PR Newswire
CAMBRIDGE, Mass., Oct. 3, 2022
Organizations realize they must invest in transformational solutions to optimize the customer experience or risk losing out to competitors
CAMBRIDGE, Mass., Oct. 3, 2022 /PRNewswire/ -- Business leaders are doubling down on pre-emptive customer service technology to help meet the demands of less loyal and more digital savvy customers, according to new research by Pegasystems Inc. (NASDAQ: PEGA), the low-code platform provider that builds agility into the world's leading organizations. The global study, conducted by research firm iResearch, surveyed leaders from 11 countries in the Americas, Europe, and Asia-Pacific for their thoughts on the evolution of customer service over the next five years.
The survey found that pre-emptive customer service technology is becoming a must-have for businesses who are committed to meeting the needs of their customers. Nearly two thirds (65%) of respondents said that perfectly anticipating customer needs and solving them before they feel the need to reach out was one of their primary goals over the next five years, while more than half (54%) said their biggest customer service challenge was moving from reactive to pro-active and pre-emptive customer service. Meanwhile, nearly one-third (32%) said they expect customer service to become more anticipatory than reactive within that same period as a result.
The findings underline a shift towards customer-centric technology as the solution to the challenges posed by more demanding, digital-savvy customers. Eighty percent of respondents said deploying customer service technology to Boost efficiency was one of their most important priorities over the next five years. Meanwhile, more than half (55%) cited a lack of investment in new technologies that can help them to meet growing customer expectations as among the top three technology customer service challenges they face.
Perhaps the biggest driver of this race towards more pre-emptive, customer-centric technologies over the coming years is that customer loyalty is expected to fall sharply as customers continue to evolve. More than half (55%) of respondents felt that over the next five years, businesses will become increasingly likely to completely lose customers if they deliver a poor customer experience. As a result, organizations are scrambling to stay one step ahead of their competitors by investing in customer service software.
The study also identified several changes to the way customer service will look over the next five years. These include:
- The customer of the future is changing: Customers are increasingly becoming digital-first, and more than half (54%) of respondents said that customers will expect consistent service across all channels over the next five years. In short, customers will expect faster, more personalized, and proactive service from the companies they do business with – and businesses will need to react accordingly.
- AI could save the day: Advanced software such as artificial intelligence could help organizations tackle some of the biggest barriers to improving their customer service: for example, 63% cited being able to prioritize customer-centric experiences as their biggest challenge, while more than half (60%) admitted that they struggled to demonstrate empathy and humanity to customers. Today, AI and machine learning is the leading technology in terms of budget allocation for customer service digital transformation projects (58% selected it as the primary target for their spending) – and we could see the fruits of that investment in the coming years.
- Contact centers will get a major tech upgrade: Customer service organizations are increasingly under pressure to reduce contact center costs in the next five years. That means the contact center of the future will require fewer agents. However, live agents aren't totally going away. Two thirds (66%) of respondents identified using dynamic, AI-powered technologies that help agents make decisions quickly and work more efficiently as a priority.
"The entire customer service landscape is changing," said James Dodkins, customer service evangelist, Pega. "Where once it might have been enough to react to customers and their concerns, tomorrow's successful businesses know that they will need to pre-empt them and take action before they become an issue."
"Organizations know that unless they adapt accordingly, they will be left behind by competitors who are willing to provide customers what they need, when they need it and, increasingly, before they even know they need it. That's the brave new world of customer service, and the willingness to rapidly invest and adopt technologies like artificial intelligence, intelligent automation, real-time decisioning, and predictive analytics could be the difference between success and failure for organizations in the years to come."
Supporting Resources:Download Pega's 'The future of customer service: How AI and automation will radically change service delivery' report at: https://www.pega.com/future-of-customer-service
Notes to EditorsTo understand how customer service is changing in response to new technology and emerging customer expectations, Pega surveyed 750 senior vice-presidents, vice-presidents, senior directors, directors, senior managers, and managers across key sectors, including financial services, life sciences, healthcare, retail insurance, manufacturing, telecoms, and the public sector.
Respondents answered 23 multiple-choice questions, which delved into how customer service is expected to change in the next three to five years. Pega also conducted qualitative interviews with customer service executives in healthcare, life sciences, and retail insurance.
About PegaPega provides a powerful low-code platform that builds agility into the world's leading organizations so they can adapt to change. Clients use our AI-powered decisioning and workflow automation to solve their most pressing business challenges – from personalizing engagement to automating service to streamlining operations. Since 1983, we've built our scalable and flexible architecture to help enterprises meet today's customer demands while continuously transforming for tomorrow. For more information on Pegasystems (NASDAQ: PEGA), visit www.pega.com
Press Contact:
Jon Brigden
Pegasystems
jon.brigden@pega.com
Twitter: @pega
All trademarks are the property of their respective owners.
SOURCE Pegasystems Inc.
The MarketWatch News Department was not involved in the creation of this content.
Pega helps make it fast and simple to build RPA bots with its revamped low-code Robot Studio
Oct 04, 2022 (PRNewswire via COMTEX) -- PR Newswire
CAMBRIDGE, Mass., Oct. 4, 2022
Latest release helps users of any skill level quickly automate tedious tasks
CAMBRIDGE, Mass., Oct. 4, 2022 /PRNewswire/ -- Pegasystems Inc. (NASDAQ: PEGA), the low-code platform provider that builds agility into the world's leading organizations, today announced the latest release of Robot Studio, the robotic process automation (RPA) low-code authoring environment for Pega's intelligent automation platform. The revamped Robot Studio helps make it even easier for users of any skill level to quickly build robotic automations that help make any business process more efficient.
The RPA software market continues to rapidly grow as enterprises search for ways to do more with less. RPA automates those tedious manual tasks that are prone to errors and keep employees from doing more valuable work. However, building and managing these bots can be tedious in and of itself: a Pega study of random RPA users found that bots are harder to build and need more maintenance than anticipated. Many organizations struggle to get the most from RPA with design environments that are difficult to use and take too much time to build and maintain their bots.
With a completely new and streamlined UX, Robot Studio makes building reliable bots fast and simple for both citizen and professional developers. A new set of powerful tools and intuitive workflows empowers users to quickly create and deploy bots that help maximize productivity, diminish risks, and reduce costs. Robot Studio speeds RPA time to value for the enterprise with new features including:
- Faster bot authoring with intelligent recording capabilities: Users can jumpstart their bot building by simply live recording the steps they want to automate on their screen - for example, a 'lookup' process that searches legacy applications for account data. Once the steps are recorded and configured, Robot Studio automatically creates the automation for the user.
- Increased component reuse with a new centralized repository: Skilled bot builders can create automations and share them with other builders through a new central repository. This allows less experienced users to pull these reusable components into their own automation projects so they can more quickly create compliant bots while also easing the maintenance and testing cycles.
- Enhanced usability with a cleaner intuitive user interface: The new Robot Studio interface significantly simplifies the amount of information presented to users so it's easier to find all the tools and functions they need to build their bots. This includes a reorganized Palette that places all the available controls in context in one location and a searchable Toolbox that provides all the functions needed to create the automations against those controls. New wizards and shortcuts also help users spend less time navigating and more time building.
Robot Studio is the authoring environment for Pega RPA, which uses deep robotics to automate repetitive tasks in applications at the code level, resulting in faster, more accurate, and more resilient robotic automations at scale. It works seamlessly with Pega's low-code application development environment App Studio to allow users to easily leverage bots within their workflow applications. Together with AI-powered decisioning and workflow automation, Pega offers the most complete end-to-end intelligent automation platform where bots can be run from anywhere - on the desktop or behind the scenes.
Robot Studio for Pega RPA will be available with the release of Pega Platform 8.8 in Q4 2022. For more information, visit www.pega.com/products/platform/robotic-process-automation.
Quotes & Commentary:
"Many organizations start their digital transformation journey with RPA so they can streamline their operations and make work easier for their employees. But ironically, for many other solutions in the market, RPA isn't always that easy," said Eric Musser, general manager, intelligent automation, Pega. "With the newly revamped Robot Studio, users of all skill levels can build bots faster than ever before without sacrificing robustness so they can automate mundane tasks and focus on more meaningful work."
Supporting Resources:
About PegasystemsPega provides a powerful low-code platform that builds agility into the world's leading organizations so they can adapt to change. Clients use our AI-powered decisioning and workflow automation to solve their most pressing business challenges - from personalizing engagement to automating service to streamlining operations. Since 1983, we've built our scalable and flexible architecture to help enterprises meet today's customer demands while continuously transforming for tomorrow. For more information on Pegasystems (NASDAQ: PEGA), visit www.pega.com.
Press Contact:
Sean Audet
Pegasystems Inc.
sean.audet@pega.com
(617) 528-5230
Twitter: @pega
All trademarks are the property of their respective owners.
View original content to obtain multimedia:https://www.prnewswire.com/news-releases/pega-helps-make-it-fast-and-simple-to-build-rpa-bots-with-its-revamped-low-code-robot-studio-301640147.html
SOURCE Pegasystems Inc.
COMTEX_415899099/2454/2022-10-04T09:01:20
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With a new academic year rolling around, students of all ages will be looking for help and guidance with their work—and there are a wealth of options on mobile app stores and the web to help you succeed.
Here we've picked out some of the best apps and services across multiple categories, including time management, homework help, note-taking, and more. Put them together and you've got a comprehensive toolkit for making sure that this year is a good one.
No matter what your requirements, courses, or study habits are, there should be something here for you (or for the young student in your life). You might be surprised at just how much difference the right app can make.
Trello
The main appeal of Trello is its versatility: You can adapt the simple card-based interface in whichever way you want—whether to keep track of individual homework assignments or to log multiple research strands in an essay—and the software will adapt accordingly.
You can assign categories and deadlines to cards, attach files to them, and drop in to-do lists. However you decide to use Trello, you're going to find it straightforward to get around the app with easy drag-and-drop operations and a ton of options and features.
Trello (freemium for web, Android, iOS)
Socratic
Powered by Google's artificial intelligence engines, Socratic is here to answer any question on any topic, whether you need step-by-step math explanations, a quick overview of a historical event or work of literature, or details of a particular set of biological processes.
CAMBRIDGE, Mass., Oct. 5, 2022 /PRNewswire/ -- Pegasystems Inc. (NASDAQ: PEGA), the low-code platform provider that builds agility into the world's leading organizations, today announced Pega Government LLC, a new corporate entity uniquely positioned to service the product requirements and compliance demands for United States government clients. With initial sponsorship from the United States Department of Justice, Pega Government LLC will architect, deliver, and support all cleared work for multiple federal and defense agencies as well as their partners.
Pega has a strong legacy of success working with some of the largest US government agencies to help them achieve their modernization goals and transform the digital experience. With this new entity, Pega Government LLC will extend support to clients and partners working in sensitive and challenging government installations. With Pega Cloud for Government, Pega continues to support the mission of the most complex programs in government.
Pega's solutions connect data and systems across operational silos, helping streamline organizational complexity while improving efficiency. For more information, visit www.pega.com/industries/government.
Quotes & Commentary:
"As we continue to evolve our work with the United States government, we recognized the need to create a dedicated entity to support the distinct security needs for some of our clients," said Doug Averill, vice president, global industry market leader, government, Pega. "Pega Government LLC was created to address the work that involves sensitive information requiring special clearance on an ongoing basis. We are proud our technology can support the ever-changing needs of the federal government and their focus on transformational efficiency."
About Pega
Pega provides a powerful low-code platform that builds agility into the world's leading organizations so they can adapt to change. Clients use our AI-powered decisioning and workflow automation to solve their most pressing business challenges – from personalizing engagement to automating service to streamlining operations. Since 1983, we've built our scalable and flexible architecture so people can meet today's customer demands while continuously transforming for tomorrow. For more information, please visit www.pega.com.
Press Contact:
Sean Audet
Pegasystems Inc.
sean.audet@pega.com
Twitter: @pega
View original content to obtain multimedia:https://www.prnewswire.com/news-releases/pega-establishes-new-government-entity-to-better-serve-us-federal-and-defense-agencies-301641460.html
SOURCE Pegasystems Inc.
If you’re stuck on a problem or a concept discussed in class, ask for help. Ask a classmate, visit office hours or a help lab. Consider joining or starting a study group. And take advantage of other free resources. If you live on campus or are a first-year student, check out the Academic Success & Achievement Program (ASAP) for free tutoring support. If you need help writing a paper, visit The Writing Center. If you have a big research project, University Libraries offers consultations to help you get started. Review more academic resources for students.
Sometimes the hardest part of studying is just getting started. Schedule out time in your week to study and do your best to get started right away. Find a favorite place that can become your study spot, like a coffee shop, library or community room in your residence hall. Establishing study routines and finding the right study spot can help you feel prepared for midterms.
Need a ride to the airport? Or help hanging your curtain rod? These pesky tasks are often made easier by asking a friend for help, but many of us are reluctant to do so.
People consistently underestimate others' willingness to lend them a hand, according to a new study published in the journal Psychological Science.
Help-seekers also overestimate how inconvenienced the person they are asking for a favor will feel.
"It can be nerve-wracking to ask a stranger for help," says Xuan Zhao, a social science research scholar at Stanford University who co-authored the study with Nicholas Epley, a social cognition professor at the University of Chicago.
"In our research we found people underestimate both strangers' and friends' [desire to help]."
'We are a pro-social and collaborative society'
Throughout history, there has been a debate about whether we live in a selfish society or a collaborative society, Zhao says.
"Over the past few recent decades, there has been more and more evidence that we are a pro-social and collaborative society," she says. "That's part of our winning strategy of evolution."
If you think about how you feel when you've helped out a friend, it might start to make sense.
"Helping other people makes you feel good because it creates a moment of social connection," she says. "It makes you feel valued and needed by other people and if you are successful at helping them it makes you feel competent, and everyone likes feeling competent."
Helping other people makes you feel good because it creates a moment of social connection.
Xuan Zhao
Stanford Researcher
'People are taught to be self-sufficient'
Still, we underestimate how positive others feel about doing us a favor, Zhao's research found.
"When we need help it can be stressful and you have a lot of worries," she says. "You might be trapped in your own concerns. All of that makes it easy to overlook other people's willing ness to help."
American culture might also exacerbate the situation.
"People are taught to be self-sufficient and there might be a stigma to the idea of seeking out help and you might be concerned about being perceived as weak or inferior to other people," she says.
Those eager to help might be treated with suspicion, as research shows most people expect others to act mainly out of self-interest.
If a friend agrees to help you build a dresser, you might be wondering what favor they will ask you in return down the line.
Generally, though, people help because helping makes them feel good, Zhao says: "It's called warm-glow giving. The idea that helping other people makes us feel good ties back to the idea that it is something written in our genes."
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CHICAGO, Sept. 20, 2022 (GLOBE NEWSWIRE) -- CogniSure AI, an Illinois-based corporation, has entered into a partnership with market-leading low-code platform provider Pegasystems Inc . (NASDAQ: PEGA) that will allow insurance companies to exponentially gain underwriting efficiencies while enhancing their risk decision-making capabilities.
CogniSure's Submission Insights platform unlocks insights trapped in unstructured documents such as loss runs, applications, schedules, and SOVs - in real-time with high accuracy levels. CogniSure's platform not only extracts data from these documents but also normalizes the data in an insurance industry canonical model delivered through APIs and ready for business consumption.
This partnership will combine Pega's low-code platform for AI-powered decisioning and workflow automation with CogniSure's Submission Insights platform for real-time data capturing and risk profiling of commercial lines submissions. With CogniSure, Pega's insurance clients can seamlessly bring submission and third-party data into their Pega-powered underwriting solutions, allowing underwriters to spend less time manually gathering data and make more meaningful AI-driven decisions that drive new business.
'Many of the world's largest commercial insurance carriers use Pega to automate their commercial underwriting processes and power profitable growth at scale,' said Doug Stitzer, Global Head of Insurance, Pega. 'However, a significant portion of commercial underwriting submissions still come via emails with attachments, making it challenging to structure the critical data buried in these documents, let alone take immediate action on triage, orchestration, or underwriting decisioning. The CogniSure API integration will help our clients take yet another transformational step to help insurers further automate the process so underwriters can focus on high-value work.'
'We see tremendous market traction in digitizing commercial underwriting operations. Large insurance carriers are exploring options to build a modern underwriting workbench that aggregates data, workflow, and insights for streamlining the submission emails to underwriting and binding policies. We are thrilled to partner with Pega in structuring the data buried in submission emails such as applications, schedules, and loss runs into Pega workflows,' said Sai Raman, CEO, CogniSure.
About CogniSure AI:
CogniSure helps commercial lines companies to transform unstructured insurance documents into actionable insights. Its deep learning algorithms accurately extract, normalize, validate, and analyze data from documents to develop insights that will enhance risk decision-making capabilities, Boost customer experience and prevent losses. For more details, please visit .
Media inquiries can be directed to Katy McBride at .
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Organizations realize they must invest in transformational solutions to optimize the customer experience or risk losing out to competitors
CAMBRIDGE, Mass., Oct. 3, 2022 /PRNewswire/ -- Business leaders are doubling down on pre-emptive customer service technology to help meet the demands of less loyal and more digital savvy customers, according to new research by Pegasystems Inc. (NASDAQ: PEGA), the low-code platform provider that builds agility into the world's leading organizations. The global study, conducted by research firm iResearch, surveyed leaders from 11 countries in the Americas, Europe, and Asia-Pacific for their thoughts on the evolution of customer service over the next five years.
The survey found that pre-emptive customer service technology is becoming a must-have for businesses who are committed to meeting the needs of their customers. Nearly two thirds (65%) of respondents said that perfectly anticipating customer needs and solving them before they feel the need to reach out was one of their primary goals over the next five years, while more than half (54%) said their biggest customer service challenge was moving from reactive to pro-active and pre-emptive customer service. Meanwhile, nearly one-third (32%) said they expect customer service to become more anticipatory than reactive within that same period as a result.
The findings underline a shift towards customer-centric technology as the solution to the challenges posed by more demanding, digital-savvy customers. Eighty percent of respondents said deploying customer service technology to Boost efficiency was one of their most important priorities over the next five years. Meanwhile, more than half (55%) cited a lack of investment in new technologies that can help them to meet growing customer expectations as among the top three technology customer service challenges they face.
Perhaps the biggest driver of this race towards more pre-emptive, customer-centric technologies over the coming years is that customer loyalty is expected to fall sharply as customers continue to evolve. More than half (55%) of respondents felt that over the next five years, businesses will become increasingly likely to completely lose customers if they deliver a poor customer experience. As a result, organizations are scrambling to stay one step ahead of their competitors by investing in customer service software.
The study also identified several changes to the way customer service will look over the next five years. These include:
-
The customer of the future is changing: Customers are increasingly becoming digital-first, and more than half (54%) of respondents said that customers will expect consistent service across all channels over the next five years. In short, customers will expect faster, more personalized, and proactive service from the companies they do business with – and businesses will need to react accordingly.
-
AI could save the day: Advanced software such as artificial intelligence could help organizations tackle some of the biggest barriers to improving their customer service: for example, 63% cited being able to prioritize customer-centric experiences as their biggest challenge, while more than half (60%) admitted that they struggled to demonstrate empathy and humanity to customers. Today, AI and machine learning is the leading technology in terms of budget allocation for customer service digital transformation projects (58% selected it as the primary target for their spending) – and we could see the fruits of that investment in the coming years.
-
Contact centers will get a major tech upgrade: Customer service organizations are increasingly under pressure to reduce contact center costs in the next five years. That means the contact center of the future will require fewer agents. However, live agents aren't totally going away. Two thirds (66%) of respondents identified using dynamic, AI-powered technologies that help agents make decisions quickly and work more efficiently as a priority.
Quotes & Commentary:
"The entire customer service landscape is changing," said James Dodkins, customer service evangelist, Pega. "Where once it might have been enough to react to customers and their concerns, tomorrow's successful businesses know that they will need to pre-empt them and take action before they become an issue."
"Organizations know that unless they adapt accordingly, they will be left behind by competitors who are willing to provide customers what they need, when they need it and, increasingly, before they even know they need it. That's the brave new world of customer service, and the willingness to rapidly invest and adopt technologies like artificial intelligence, intelligent automation, real-time decisioning, and predictive analytics could be the difference between success and failure for organizations in the years to come."
Supporting Resources:
Download Pega's 'The future of customer service: How AI and automation will radically change service delivery' report at: https://www.pega.com/future-of-customer-service
Notes to Editors
To understand how customer service is changing in response to new technology and emerging customer expectations, Pega surveyed 750 senior vice-presidents, vice-presidents, senior directors, directors, senior managers, and managers across key sectors, including financial services, life sciences, healthcare, retail insurance, manufacturing, telecoms, and the public sector.
Respondents answered 23 multiple-choice questions, which delved into how customer service is expected to change in the next three to five years. Pega also conducted qualitative interviews with customer service executives in healthcare, life sciences, and retail insurance.
About Pega
Pega provides a powerful low-code platform that builds agility into the world's leading organizations so they can adapt to change. Clients use our AI-powered decisioning and workflow automation to solve their most pressing business challenges – from personalizing engagement to automating service to streamlining operations. Since 1983, we've built our scalable and flexible architecture to help enterprises meet today's customer demands while continuously transforming for tomorrow. For more information on Pegasystems (NASDAQ: PEGA), visit www.pega.com
Press Contact:
Jon Brigden
Pegasystems
jon.brigden@pega.com
Twitter: @pega
All trademarks are the property of their respective owners.
View original content to obtain multimedia:https://www.prnewswire.com/news-releases/businesses-move-to-combat-waning-customer-loyalty-with-pre-emptive-service-technology-says-pega-study-301638848.html
SOURCE Pegasystems Inc.
