How Unified Messaging Enables Brilliant Customer Service

  • July 29 2020
  • Resource: Loyalty Today
  • Heidi Wettach, Pega

We’re all consumers of service. It’s something that each of us can identify with – we have ALL had both good service experiences and some that weren’t as good. And for those of us in the customer service industry, we can...Read More

Survey: What Vehicle Owners Now Demand From Your Service Team

  • March 24 2020
  • Resource: Loyalty Today
  • Michelle Garcia

Even having spent the past 20+ years working in the automotive industry, the global scale and reach of the industry on consumers’ lives never ceases to amaze me. In fact, over 77 million new automobiles were sold worldwide last...Read More

The Benefits of Co-Production

  • March 16 2020
  • Resource: Loyalty Today
  • Teonna Akinsete, Kenton Hankins, & Andras Bakos, Innovation Lead – Design, Pega

Unlike most fortune tellers I can predict with near 100% accuracy that your company is going through a digital transformation. Digital transformations are big. Digital transformations are complex. Digital transformations are long, multi-year...Read More

How Failing Fast Helps Build Better Solutions

  • January 13 2020
  • Resource: Loyalty Today
  • Andras Bakos, Pega

Why failing mattersIn Sweden, Dr. Samuel West, a licensed psychologist and innovation researcher, curates a museum of failed products aptly named The Museum of Failure. The products exhibited come from the largest and most innovative...Read More

How Personalization Helps Airlines Make Better Connections

  • October 04 2019
  • Resource: Loyalty Today
  • Elaine Fearnley, Pega

The airline industry is setting travel records, flying more than 4.3 billion passengers in 2018. All of this jet-setting has boosted passenger revenues industry-wide to more than $560 billion in 2018 – another record – and...Read More

Contact centers are evolving: 5 capabilities you need now

  • September 09 2019
  • Resource: Loyalty Today
  • Mike Asebrook

Ten years can go by in a flash. Our lives, work, technology – all can evolve in a surprisingly short period of time. Consider your experience when you contacted a company for service a decade ago – if I had to guess, it was probably by...Read More

Facing The Ugly Truth: Poor Customer Service Comes at a Cost

  • June 26 2019
  • Resource: Loyalty Today
  • Jenna McAuliffe

2019 global customer service insightsLeft waiting on hold, having to repeat yourself every time you get bounced to a new department, dealing with rude customer service agents. We all know some of the frustrations that make people dread contacting...Read More

Consumers Failing to Embrace AI Benefits, Says Research

  • June 11 2019
  • Resource: Loyalty Today
  • The PegaSystems Team

Pega study highlights the need for greater empathy in artificial intelligence systemsLAS VEGAS – June 4, 2019 – Consumers lack trust in artificial intelligence (AI) and don’t understand the extent to which it can make their...Read More

Modularity is Still the Name of The Game

  • April 08 2019
  • Resource: Loyalty Today
  • Tiffany Blair, Pega

The 2019 State Healthcare IT (HIT) Connect Summit kicked of its 3-day event in Baltimore’s Inner Harbor on Monday, March 18, 2019, welcoming hundreds of federal and state government healthcare professionals to join the discussion...Read More

What Robots in The Media Are Missing: Empathy

  • March 22 2019
  • Resource: Loyalty Today
  • Rebecca Miller

It is now a full one month since the playing, winning, and losing of Super Bowl LIII, and one thing is still haunting me about that game. No, it is not the utter lack of scoring. And it is not that the Rams seemed to have left their energy back in...Read More

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