Pegasystems B2B Case Studies & Customer Successes

AbbVie transforms physician interactions

Abbvie

Michael Kirzhner

Associate Director

AbbVie automates clinical and R&D workflows, keeping scientists focused on the mission

Abbvie

Katherine Lopez

Technical Business Consultant

Achmea achieves omni-channel personalization and an 85% save rate with Pegasystems

Achmea

Jeroen Dijkstra

Product Manager, Omnichannel Personalization

Achmea future-proofs operations with Pega

Achmea

Roderick van de Kant

Operational Team Manager

Achmea future-proofs operations with Pega

Achmea

Roderick van de Kant

Operational Team Manager

ACSO achieves unified, scalable client management and personalized services with Pegasystems' Pega Platform

ACSO

Zoran Brzakovic

Chief Information Officer

ACSO improves client outcomes and creates efficiencies

ACSO

Janine Gledhill

Transformation Program Director

AEGIS Insurance Services achieves next‑generation underwriting and cost savings with Pegasystems

AEGIS Insurance Services

Stephen Smith

Information Officer

Aegon achieves 50%+ process efficiency and 80% first-call resolution with Pegasystems (Pega)

Aegon

Martyn Johnson

Manager, IT BPM Delivery Centre

Aegon achieves improved customer experience and operational efficiency with Pegasystems

Aegon

Nick Hill

Pega Delivery Centre Manager

Aflac simplifies and automates email processing of 3000+ emails a week

Aflac

Rich Gilbert

Chief Digital and Information Officer

Aflac reshapes the customer experience with AI and automation

Aflac

Shelia Anderson

SVP, Chief Information OfficeR

ANAH develops new housing grant application platform, increasing applications processed by 9X

Agence nationale de l'habitat (ANAH)

Valérie Mancret-Taylor

Chief Executive Officer

AGL Energy transforms customer relationships with Pega

AGL Energy

Tim Naylor

Head of Marketing

Air Europa achieves personalized, real-time 360° customer experiences with Pegasystems

Air Europa

Sandra Lenis

Director of Products & Customers

Air Force Research Laboratory achieves improved data quality and empowered decision-making with Pegasystems

Air Force Research Laboratory

Chadwick Pfoutz

Deputy Division Chief, Enterprise Business Systems Division

Alere achieves 96% member satisfaction and 63% HEDIS gap closure with Pegasystems

Alere

Sameh Ebeid

Vice President of Application Development

Alere achieves 75% faster time to market for patient support services with Pegasystems

Alere

Alfa-Bank achieves 4x reduction in servicing time with Pegasystems

Alfa Bank

Martin Pilecky

Chief Information Officer

American Express achieves tripled customer satisfaction and 4x lower cardmember attrition with Pegasystems

American Express

Jim Bush

Managing Director

American Express achieves seamless global servicing for 200M+ interactions and a 75% reduction in deployment costs with Pegasystems

American Express

Stuart Green

Vice-President, Global Servicing Capabilities

Anthem delivers personalized customer experiences with Pega

Anthem, Inc.

ANZ achieves global operations transformation and 20% improved first-touch resolution with Pegasystems

ANZ

Alistair Currie

Chief Operating Officer

Arbetsförmedlingen delivers largest digital transformation to date

Arbetsförmedlingen

Stig Martinsson

Head of Digital Decisions and Case Management

Athletic Footwear Company achieves 99% faster order processing and cost savings with Pegasystems

Athletic Footwear Company

Athora Eliminating service complexity to accelerate customer engagement

Athora Insurance

Marc Bakermans

Business Change Manager

Future-proofing a captive auto finance organization with Pega

Auto Finance Organization

Banco BHD Leon Unifying customer experience across sales, marketing, and service

Banco BHD Leon

Angela Nieto

Chief Information Officer/ Chief Technology Officer

Bavarian Ministry of Economic Affairs delivers €2.2B in rapid COVID-19 aid to 300,000 applicants with Pegasystems

Bavarian Ministry of Economic Affairs

Hubert Aiwanger

Minister of Economic Affairs

Blue Cross Blue Shield of North Carolina (BCBS NC) achieves $10M in business value with Pegasystems (Pega) Robotics

BCBSNC

Samantha Bureau-Johnson

Vice President, Business Process Solutions & Project Management Office

BECU projects to save 10,000 hours of employee time with Pega

BECU

Theresa Arasim

Director, Product Owner & Implementation

Blue Shield of California reimagines the digital healthcare experience

Blue Shield of California

Deepa Metla

Senior Manager for Customer Engagement Capabilities

Empowering field agents at Boardwalk Pipeline Partners

Boardwalk Pipeline Partners

Sridevi Kakolu

Technical Architect

Booking.com seamlessly connects millions of travelers to memorable experiences

Booking.com

Sonia van der Linden-Pugel

Global Innovation Lead

Bradesco Seguros Revolutionizing product distribution across channels

Bradesco Seguros

Glaucio Joanico

IT Executive

Bradesco Saúde transforms healthcare provider workflows and customer experiences

Bradesco Seguros

Ramon Diacovo

Systems Manager

British Gas achieves 85% reduction in data lag and 20% higher conversions with Pegasystems

British Gas

Jo Allen

Business Lead, Next-Generation Decisioning

British Gas achieves record customer engagement and increased retention with Pegasystems

British Gas

Jo Allen

Business Lead, Next-Generation Decisioning

BT (British Telecom) achieves world‑class omni‑channel lifecycle management with Pegasystems' real‑time decisioning platform

BT

Leana Kielkowicz

Head of Decisioning

BT drives growth with AI-powered decisioning

BT

Jagdev Panesar

Decisioning Senior Product Owner

BT simplifies global complexity with Pega

BT

Gerald Griffin

Software Engineering Manager

How Bupa is transforming healthcare as we know it

Bupa

Lisa Dickson

Head of Marketing Automation

Personalizing healthcare journeys with Pega Customer Decision Hub

Bupa

Cale Urwin

Director, Business Capability, Health Services Data

Bureau of Alcohol, Tobacco, Firearms and Explosives achieves modern unified case management and real-time access with Pegasystems

Bureau of Alcohol, Tobacco, Firearms and Explosives

A.J. Fry

Supervisory Special Agent

C3i Solutions achieves improved patient engagement and scalable healthcare operations with Pegasystems

C3i Solutions

Amit Rajaram

Director

California Department of Public Health achieves faster licensing—cutting processing from months to days with Pegasystems

California Department of Public Health

Gary Nodine

Chief Information Officer

California Franchise Tax Board achieves $2B in additional state revenue and high‑volume tax processing with Pegasystems (Pega for Government)

California Franchise Tax Board

Cathy Cleek

CIO

State of California Franchise Tax Board generates $3.7B

California Franchise Tax Board

John Sulenta

Chief Information Officer

CareFirst BlueCross BlueShield achieves 50% faster time-to-market and streamlined product configuration with Pegasystems' Product Composer System (PCS)

CareFirst BlueCross BlueShield

Phaedra Swann

Program Manager

Church Mutual Insurance drives $2.5M in cost savings with Pega

Church Mutual

Rick Meehean

Director of Workflow Management

How their new platform simplifies workflows, enhances user experience, and accelerates onboarding

Cigna

Cisco achieves 70% faster resolution speed with Pegasystems

Cisco

KC Wu

VP, IT, Cisco Value Chain, Cisco

Cisco achieves 80% service cost savings and world-class digitized customer service with Pegasystems

Cisco

Steve Power

Senior Director, Order Management Services

Citi drives omni-channel, customer-centric experiences with decision science

Citi

Promiti Dutta

Head of Analytics Technology and Innovation

Citi modernizes forbearance process to work smarter with increased controls

Citi

Dale Wegner

Senior Program Manager

CNO Financial Group transforms agent, staff, and customer experience with Pegasystems

CNO Financial Group

CNO Financial replaces 2,800 workflows with a unified solution

CNO Financial Group

Josh Doty

Sr. Director Systems Product Owner

Coca-Cola achieves a real-time mobile workforce and millions in annual savings with Pegasystems Pega Mobility

Coca-Cola

Kevin Flowers

Coca-Cola

Coca‑Cola achieves multi‑million‑dollar cost savings and adaptive mobile merchandising with Pegasystems (Pega)

Coca-Cola

Commonwealth Bank of Australia achieves real-time Next Best Conversations across 18 channels with Pegasystems

Commonwealth Bank of Australia

Andrew McMullan

Head of Decisioning

Commonwealth Bank of Australia achieves 50 million real-time personalized conversations with Pegasystems' Pega Customer Decision Hub

Commonwealth Bank of Australia

Angus Sullivan

Group Executive, Retail Banking Services

Con Edison achieves 20-point customer satisfaction boost and end-to-end case visibility with Pegasystems

Con Edison

Delivering world-class banking experiences at scale

Coutts

Peter Flavel

Chief Executive Officer

CSAA Insurance Group achieves faster handling, higher NPS, and improved customer experience with Pegasystems

CSAA Insurance Group

Steve Rowbury

Business Owner

DAK-Gesundheit achieves faster, more flexible, customer-focused communications with Pegasystems' Pega Marketing

DAK-Gesundheit

René Schlagentweith

Head of Planning and Control Customer Management

DAK‑Gesundheit achieves member‑centric retention and 65% lift in contextual offers with Pegasystems

DAK-Gesundheit

Marcus Storbeck

Project Leader

New Orleans Deepwater Horizon Economic Claims Center reinvents its claims processes

Deepwater Horizon Economic Claims Center

Christopher Reade

CIO

DEFRA (AHVLA) achieves rapid outbreak response and significant cost avoidance with Pegasystems

DEFRA

Ann Nolan

Transformation Director, Animal Health

Dell EMC achieves 98% SLA and 16.5% more completed cases with Pegasystems' Pega Customer Service

Dell EMC

Vishwadeep Chawla

Sr. Manager – Service Strategy

Department of Veterans Affairs improves access to care

Department of Veterans Affairs

Rick Marble

Solution Train Engineer

Deutsche Bahn develops workflow solutions with low code

Deutsche Bahn

Doris Barth

Senior Project Manager

DKB accelerates connected self-service and operations

Deutsche Kreditbank AG

Jochen Reinartz

Head of Delivery and Development Improvement Solutions

Deutsche Telekom integrates more than 700 HR processes into one, unified platform

Deutsche Telekom

Marco Stiene

Business Owner HRcules Project

DICTU (Dutch government IT shared services) achieves automated, standardized and faster government service delivery with Pegasystems (Pega)

DICTU

Wout van Wijngaarden

CTO

Digital Federal Credit Union achieves 21% improved call service levels and streamlined, multi-channel member service with Pegasystems

Digital Federal Credit Union

Daniel LaBarre

Director – Information Center

Électricité de France increases upsell with Pega

EDF

Oliver Jehl

IT Director

EE quadruples accepted offers and boosts revenue with Pegasystems' Pega Marketing

EE

Suzanne Woolley

Head of Customer Base Management

Electronics manufacturer sources responsibly and ethically with Pega

Electronics Manufacturer

Elevance Health delivers personalized customer experiences with Pega

Elevance Health

Elevance Health delivers personalized customer experiences with Pega

Elevance Health

Jenn Wade

VP Commercial Experience

Elisa achieves seamless omni-channel engagement and massive conversion gains with Pegasystems (Pega)

Elisa

Suyash Mittal

TCS Solution Architect

Energy Safe Victoria migrates to the cloud for greater speed and agility

Energy Safe Victoria

Manish Arora

Information Services Manager

enGen streamlines care for better member outcomes

Engen

Gloria Romeo

SVP of Product Development

Erste Group digitizes client onboarding in six months

Erste Group

Tanja Konrad

Head of Daily Banking Services

Erste Group digitizes operations at scale with Pega

Erste Group

Ejona Sauli

Head of Business Process Management

Estes Express’ freight and logistics gain speed and agility with Pega

Estes

Howard Cochran

Sr. Director, Strategic Technician

Etisalat achieves higher conversion rates and ARPU with Pegasystems' Pega Customer Decisioning

Etisalat

Antonio Ricciardi

Vice President, Consumer Intelligence & Engagement

Etisalat achieves 3X conversion uplift and reduced churn with Pegasystems' Pega solution

Etisalat

Orijit Mitra

Manager - Customer Value Management

Etisalat achieves 20% incremental value and 60% uplift from ML-driven recommendations with Pegasystems

Etisalat

Esra Taylor

Senior Director of SMB Marketing in Analytics

Etisalat Revolutionizing the customer experience with AI and empathy

Etisalat

Esra Taylor

Senior Director of SMB Marketing in Analytics

Express Scripts achieves 4X faster prescription processing with Pegasystems' Pega Platform

Express Scripts

PullaReddy Yeduru

Director of Technology, Pharmacy Processing COE

Express Scripts Driving ROI from the center of excellence, powered by Pega

Express Scripts

Rich Catlett

Center of Excellence Lead

Extended Warranty Provider achieves 42% productivity gain with Pegasystems

Extended Warranty Provider

Fallon Health achieves 75% faster quote generation and rapid broker portal launch with Pegasystems

Fallon

David Przesiek

Senior Vice-President and Chief Sales Officer

Farmers Insurance Group of Companies achieves 14-minute complex quotes and doubled market share with Pegasystems

Farmers Insurance Group of Companies

Mhayse Samalya

President of Commercial Business Insurance, Farmers

FDA Center for Devices and Radiological Health transforms with Pega

FDA CDRH

Elizabeth McNamara

Program Director

Federal Bureau of Investigation achieves faster, automated firearm background checks and scalable surge handling with Pegasystems

Federal Bureau of Investigation

FedEx transforms enterprise case management with Pega

FedEx

Brandon Jackson

IT Manage

Fifth Third Bank Scaling Relationship Banking Through a Unified Platform

Fifth Third Bank

Ashley Wyant

VP, Decision Platform and Analytics

First Citizens Bank drives seamless automation with Pega RPA

First Citizens Bank

Sanjoy Sarkar

Director, Application Development & Support

First Tech Federal Credit Union chooses Pega for streamlined omni-channel customer service

First Tech Federal Credit Union

Mike Upton

Chief Digital and Technology Officer

Ford achieves a 26% conversion lift and timelier, more relevant customer engagement with Pegasystems

Ford

Michael Spadafore

Decisioning Services Lead

Ford’s citizen developers build low-code apps with Pega

Ford

Viswa Chaitanya

Delivery Manager

How Ford redefined the electric vehicle test drive experience across Europe, boosting customer satisfaction and sales conversions

Ford

Fortune 200 Company achieves real-time machine health and reduced downtime with Pegasystems' Pega Platform

Fortune 200 Company

Foxtel achieves higher retention and lower retention costs with Pegasystems

Foxtel

Richard Schultz

Head of Operational Performance and Insights, Sales and Customer Division

GE Healthcare achieves 50% faster service contract processing with Pegasystems

GE Healthcare

Sara Johnson

Sales Operations Manager

GE Healthcare achieves streamlined product lifecycle visibility and regulatory compliance with Pegasystems (Pega Platform)

GE Healthcare

Lucas de Fabry

Program Manager, Product Identity

GE Healthcare streamlines processes with a quick design sprint

GE Healthcare

Scott Parr

Senior Director for Technical Product Management

GE Healthcare migrates to Pega Cloud

GE Healthcare

Umang Chauhan

Enterprise Application Engineering, Quality & Legal

Giant Flooring Manufacturer achieves real-time order visibility and faster, more reliable deliveries with Pegasystems' CX Command Center

Giant Flooring Manufacturer

Global Automaker achieves faster, compliant vehicle recall management and higher NPS with Pegasystems Pega Recall

Global Automaker

Global Bank Corporate Service Delivery Company achieves 10x faster client service (24→2 hours) with Pegasystems

Global Bank Corporate Service Delivery Company

Improved patient safety and regulatory compliance

Global Biotech Company

Global Contract Research Organization achieves faster, lower-cost, FDA-compliant site selection with Pegasystems

Global Contract Research Organization

Global Corporate Bank achieves 24-to-2 hour inquiry resolution and standardized global service with Pegasystems

Global Corporate Bank

Global High Tech Company achieves faster time-to-market and higher asset recovery with Pegasystems

Global High Tech Company

Global Leader in Power Generation achieves centralized, end-to-end outage management and lower compliance costs with Pegasystems

Global Leader in Power Generation

Global Manufacturer modernizes dealer technical assistance and cuts ticket handling time with Pegasystems

Global Manufacturer

Global Manufacturing and Supply Chain Solutions Provider achieves $30M annual savings and increased agility with Pegasystems

Global Manufacturing and Supply Chain Solutions Provider

Global Medical Device Manufacturer achieves $4.3M annual savings and HCP engagement transparency with Pegasystems

Global Medical Device Manufacturer

Global Print and Media Company accelerates cash flow and saves $4.5M a year with Pegasystems' Pega Platform

Global Print and Media Company

Global Shipping Leader achieves 40% faster post-merger issue resolution with Pegasystems' Pega Case Management

Global Shipping Leader

GM delivers exceptional experiences, one decision at a time

GM OnStar

Google improves service ticket processing times by 10x

Google

Eddie Dinh

Technical Program Manager

Google builds a solid foundation to scale quickly across Alphabet

Google

Kendall Lin

TPgM

Great American Insurance Group achieves streamlined annuity servicing and 7-minute withdrawals with Pegasystems Pega Customer Service

Great American Insurance Group

Chad Stewart

CIO

Great Eastern achieves seamless customer service with Pega

Great Eastern Life

Christine Cheah

Vice President, Group Customer & Digital

HCA Healthcare transforms patient care with Pega

HCA Healthcare

Barbara Coughlin

Vice President for Navigation Care and Navigation Operations

Health Alliance Plan achieves doubled productivity and improved timeliness and accuracy with Pegasystems

Health Alliance Plan

Garima Aggarwal

Director Customer Experience

Health Alliance Plan achieves 66% faster sales quotes and a unified product catalog with Pegasystems (Pega PCS)

Health Alliance Plan

Toni Frawley

Director of Commercial Product Development & Management

Healthfirst rapidly onboards membership amidst COVID-19 disruption

Healthfirst

C.J. Brexel

Vice President of Application Development

How they transformed the provider lifecycle, enhancing service quality for nearly 2 million members

Healthfirst

Heathrow Airport achieves 85% on-time departures with Pegasystems

Heathrow Airport

Eamonn Cheverton

Enterprise Architect

Heineken Ireland achieves 30% fewer resources and real-time mobile field reporting with Pegasystems' Pega Mobility

Heineken Ireland

Martin Gowran

IT Project Manager

HighMark achieves de-risked innovation and up to $800K in savings with Pegasystems

HighMark

Paul Jones

Vice President, Clinical Systems

Highmark Health Services improves customer experience at enterprise scale with Pega

HighMark

Chris Atkinson

Vice President of Product Development and Engineering

HSBC Bank achieves 80% investigation cost savings and faster global payments investigations with Pegasystems

HSBC Bank

Andrew Long

Head of Global Transaction Banking

HSBC Australia (HSBC Bank) achieves unified omnichannel customer experiences and higher ROI with Pegasystems' Customer Decision Hub

HSBC Bank

Fabian Abacum

Head of Data, Analytics, & Decisioning

HSBC increases email open rates by 200%

HSBC Bank

Deepak Janakiraman

Global Head of Communications Hub

HSBC streamlines its payments investigations operations with Pega

HSBC Bank

Rishi Joshi

Head of Global Payment Investigations & Monitoring

IHS Markit achieves centralized, rapid KYC for thousands of banks and 113,000 legal entities with Pegasystems' Pega 7

IHS Markit

Jon May

CEO

ING Digitizes Wholesale Banking Operations with Pega

ING Insurance

Rudy de Jong

IT Area Lead

ING achieves global KYC process with Pega Client Lifecycle Management

ING Insurance

Karin den Ouden

Head of KYC Delivery

Intellectual Property Australia achieves 99.6% online transactions and major cost savings with Pegasystems' Pega platform

Intellectual Property Australia

Rob Bollard

Chief Information Officer

International Insurance Company achieves a 135,000-agent portal and improved agent and customer experience with Pegasystems

International Insurance Company

J&J partners with Pega to drive efficiencies in clinical research

Johnson & Johnson

Robert Spicer

Business Technology Leader

JPMorgan Chase achieves a 24x7 integrated global treasury platform with Pegasystems

JP Morgan Chase

Lester J. Owens

Managing Director, Global Head of Treasury Services Operations

Kaiser Permanente achieves $100M in savings and industry-leading customer service with Pegasystems

Kaiser Permanente

Trenita R. Ward

VP California Member Service

Large Canadian Bank achieves rapid delivery of Next‑Best‑Action personalized offers with Pegasystems' Customer Decision Hub

Large Canadian Bank

Large Premium Agriculture and Construction Equipment Company achieves real-time machine health monitoring and reduced downtime with Pegasystems

Large Premium Agriculture and Construction Equipment Company

Large U.S. Retail Bank achieves 66% faster payment handling and increased sales with Pegasystems Robotic Desktop Automation

Large U.S. Retail Bank

Large Universal Bank achieves end-to-end client lifecycle management and reduces service and compliance costs with Pegasystems

Large Universal Bank

Australia's largest captive auto lender achieves ASIC compliance and supports 225,000 loans annually with Pegasystems' Pega platform

Largest Captive Company

Leading Captive Finance Company achieves intelligent collections automation and real-time risk insights with Pegasystems' Pega Collections

Leading Captive Finance Company

Leading Commercial Vehicles Manufacturer achieves $12M/year warranty recoveries and automated end-to-end claims with Pegasystems

Leading Commercial Vehicles Manufacturer

International bank builds successful customer workforce during COVID-19

Leading Financial Institution

How a leading luxury goods group is delivering high-quality goods and services - at scale

Leading Luxury Goods Company

Leading Multinational Bank achieves 78% faster processing and cuts error rates from 29.7% to 2% with Pegasystems

Leading Multinational Bank

Leading National Business Process Outsourcing Company achieves 40% faster average handle time and 99% customer satisfaction with Pegasystems

Leading National Business Process Outsourcing Company

Leading Oil & Gas Supermajor Company achieves 12,000 hours saved and reduced contract cycle time with Pegasystems

Leading Oil & Gas Supermajor Company

Leading Semiconductor and Technology Company achieves 50% procurement productivity gain with Pegasystems

Leading Semiconductor and Technology Company

Leading U.S. Auto Manufacturer achieves streamlined global subscriber experience and $33M annual revenue gain with Pegasystems

Leading U.S. Auto Manufacturer

Leading U.S. Auto Manufacturing Company achieves $53M annual warranty savings with Pegasystems

Leading U.S. Auto Manufacturing Company

Leading U.S. Insurance Carrier Company achieves a streamlined agent desktop, faster customer service, and multi-million dollar savings with Pegasystems

Leading U.S. Insurance Carrier Company

Leading U.S. Telecom Provider achieves $18M annual savings and 9-second AHT reduction with Pegasystems' Pega Robotic Automation

Leading U.S. Telecom Provider

LeasePlan transitions to a fully digital business model with Pega

LeasePlan

Lex Ruijter

Platform Head

Liberty Global achieves enterprise-wide digital transformation and personalized customer experiences with Pegasystems

Liberty Global

Rhona Bradshaw

VP Customer Experience Transformation

Link Market Services optimizes employee efficiency with Pegasystems Pega Workforce Intelligence and Case Management

Link Market Services

Michael Kempe

Chief Operating Officer

Major Auto Manufacturer achieves $53M annual savings and 400% faster warranty processing with Pegasystems

Major Auto Manufacturer

Marine parts manufacturer synchronized field service around the globe

Marine Parts Manufacturer

ME (Australian bank) achieves rapid digital transformation — 5-minute processing and millions in savings — with Pegasystems

ME

Anthony Aboud

Chief Operating Officer

MGEN achieves global enterprise transformation and faster, unified omni‑channel customer service with Pegasystems (Pega Customer Service for Healthcare)

MGEN

Alain Le Garrec

Marketing Manager

Mizuho Bank achieves paperless, faster global corporate operations with Pegasystems' Pega platform

Mizuho Bank

Molina Healthcare transforms appeals and grievances

Molina Healthcare

Balaji Subramaniayan

Principal Engineer

Molina Healthcare redefines member and clinician experience

Molina Healthcare

Pamela Sanborn

Senior Vice President

Mondelez Simplifying procurement workflows with Buyer Central

Mondelez

Nicolas Gonzalez Garcia

Global Source to Contract Lead

Motor Insurers’ Bureau achieves accelerated digital transformation and a three‑week early police helpline launch with Pegasystems

Motor Insurers’ Bureau

Paul Jackman

CIO

MIB uses the Pega Platform to digitally transform its insurance ecosystem

Motor Insurers’ Bureau

Paul Jackman

CIO

MUFG Bank achieves streamlined, automated payment processing and global compliance with Pegasystems' Pega platform

MUFG Bank

MUFG Bank Restructuring of the Mortgage Business

MUFG Bank

Masaru Tsuboi

Credit & Loan Systems Department, Director

Multi-national Healthcare and Medical Device Company achieves 10% revenue gain and 15% agent productivity improvement with Pegasystems Robotic Automation

Multi-national Healthcare and Medical Device Company

Multi-State Medicaid and Medicare Insurer achieves 16-point improvement in claims auto-adjudication and major cost and efficiency gains with Pegasystems' Pega Claims Repair

Multi-State Medicaid and Medicare Insurer Company

Multinational High-Tech Firm achieves 50% productivity boost and 50% cycle-time reduction with Pegasystems' Pega Platform

Multinational High-Tech Firm

NASCO unifies data to improve customer service

NASCO

Tom Ptashnik

Director, Consumer Strategies and Business Process Management

Nationwide Building Society shortens dispute resolution time by 86%

Nationwide Building Society

Martin Watkin

Payments CIO

How NatWest responded to COVID-19 with agility and empathy

NatWest

Gordon Jackson

Head of Transformation - Data Analytics

NatWest unlocks significant customer lifetime value with hyper-personalized messaging

NatWest

Fiona Kirk

Head of Customer Decisioning

Navistar improves dealer and customer relationships with modernization

Navistar

Joe Werth

Total Cost of Ownership, and Integrated Warranty

Navy Federal Credit Union saves 300,000 hours with Pega-centered citizen developer program

Navy Federal Credit Union

Arnie Ignacio

AVP, Automation Center of Excellence

New Jersey Courts achieves $5M savings and unified criminal case management with Pegasystems

New Jersey Courts

Jack McCarthy

CIO

New Jersey Courts achieves 99.9% uptime with Pega Cloud

New Jersey Courts

Jack McCarthy

CIO

New South Wales achieves faster, more responsive incident and fault management with Pegasystems

New South Wales

Chris Ruwoldt

Principal Manager Transport Operations Systems

New South Wales Department of Planning, Industry and Environment cuts application determination times by more than 50% with Pegasystems' Pega Government Platform

New South Wales

Gino Cavallaro

Executive Director ePlanning, New South Wales Department of Planning, Industry and Environment

New York Life Insurance achieves standardized, scalable long-term care operations and faster new-business processing with Pegasystems

New York Life Insurance

Kevin Kelly

Chief Information Officer, Long-Term Care Insurance Business

Nissha USA achieves shorter time to market with Pegasystems' Pega Sales Automation

Nissha USA

Michael Kozbial

Director, Automotive Sales

North American Heavy Truck Manufacturer achieves a modern, multi-brand agile warranty platform and $10M/year recovery ROI with Pegasystems' Pega Warranty

North American Heavy Truck Manufacturer

NTT East streamlines order management with Pega

NTT East

Yukimasa Mimura

Manager – Digital Transformation Headquarters

OCBC Bank achieves 40% higher customer satisfaction and increased product sales with Pegasystems

OCBC Bank

Dennis Tan

Head of Branch & Premier Banking

OCBC Bank achieves real-time, goals-based omni-channel wealth advisory with Pegasystems

OCBC Bank

Kartik Narayan

Vice President of Business Transformation of Consumer Banking

Oi achieves 38% higher conversion and hundreds of millions in savings with Pegasystems Pega Marketing

OI

Roberto Guenzburger

Mobility Products and Content Director

GM delivers exceptional experiences, one decision at a time

OnStar

Optum360 achieves streamlined clinical licensing and nightly verification of 80,000 nursing licenses with Pegasystems

Optum360

Preston Meadows

Business Implementation Manager

OptumRx cuts turnaround from days to minutes and eliminates fraud, waste and abuse with Pegasystems' Healthcare Industry Foundation on Pega Cloud

OptumRx

Steve Graese

Director of Strategic Systems

Optus achieves 90% faster campaign time-to-market and real-time 1:1 offers with Pegasystems (Pega Marketing)

Optus

Gabrielle Shone

Associate Director, Campaign Technology

Orange achieves streamlined B2B order management and 50% less rework with Pegasystems

Orange

Laurent Herr

VP Operation Support Systems

Pfizer achieves centralized global pharmacovigilance, faster reporting and improved compliance with Pegasystems

Pfizer

Jeffrey Hanson

Senior Information Analyst

Philips achieves personalized, proactive connected care with Pegasystems' Pega Cloud health suite

Philips

Jeroen Tas

Chief Executive Officer, Connected Care & Health Informatics

PNC Financial Services achieves compelling, data-driven customer experiences and increased revenue with Pegasystems

PNC Financial Services

John DeMarchis

Senior Vice President, Customer Service Management

Primerica Reducing technology sprawl, connecting business and IT

Primerica

Dale Tuck

Chief Information Technology Officer

Primerica empowers employees with Pega’s UI

Primerica

Michael Adams

Assistant Vice President, Life Ops Projects

Primerica creates personalized experiences for prospects and clients

Primerica

Dale Tuck

Chief Information Technology Officer

QBE increases new business and improves retention with Pegasystems

QBE

Julian Anderson

Head of Portfolio Management

QBE frees 50,000 hours of employees’ time with bots

QBE

Amit Dixit

Head of Operational Excellence

QBE EO facilitates full automation and adapts instantly with Pega

QBE

Jon Heath

Head of Technology for Underwriting

Queensland Department of Education achieves streamlined, compliant complaints management with Pegasystems' Pega Government Platform

Queensland Department of Education

Rabobank achieves 24‑hour loan approvals, 60‑second lease approvals and $80M annual savings with Pegasystems' Pega Platform

Rabobank

Erik Passchier

Domain Manager Lending & Insurance, COO – IT Systems

Rabobank increases sales opportunities by 400%

Rabobank

Coen Wiers

Senior Project Manager, Customer Relevance

Rabobank redefines customer experience with low-code development and AI

Rabobank

Ralph van de Rijt

Technical Lead

Radial achieves 30-second call handle times and improved first-contact resolution with Pegasystems' Pega Robotics & Workforce Intelligence

Radial

Robin Gomez

Director - Data & Analytics

Registers of Scotland cuts land registration processing time by over 50% with Pegasystems' Pega Case Management Solution

Registers of Scotland

Charles Keegan

Registration and Transformation Director

Retail Warranty Provider achieves 3X faster development and 60% faster onboarding with Pegasystems

Retail Warranty Provider

Rowan Companies achieves 5x faster offshore data replication and mobile rig management with Pegasystems

Rowan Companies

Royal Bank of Canada launches disputes management journey in 90 days

Royal Bank of Canada

Royal Bank of Scotland achieves 20% higher mortgage retention and personalized customer experiences with Pegasystems

Royal Bank of Scotland

Jessica Cuthbertson

Head of Data Science & Customer Decisioning

Safelite AutoGlass achieves seamless real-time field service and a 19% NPS lift with Pegasystems

Safelite Autoglass

Matt Weger

VP, Application Development

Sainsbury's streamlines customer complaints and enquiries across multiple brands

Sainsbury's

Sudip Kumar

Principal Architect

Banco Santander Brasil achieves faster, scalable client service and 7-day mortgage delivery with Pegasystems

Santander Brasil

Leopold Martinez

Director of Operations

Santander UK brings one-to-one customer engagement to life

Santander Brasil

Jesus Villanueva

Head of CRM Transformation

Scotiabank achieves real-time AI-driven engagement and cuts onboarding from 18 days to 8 minutes with Pegasystems

Scotiabank

Jim Saleh

Sr. Director, Process Automation COE

Scotiabank increases reuse of Pega applications

Scotiabank

Jim Saleh

Sr. Director, Process Automation COE

Shared Services Connected optimizes processes, increases visibility with workflow automation

Shared Services Connected Ltd.

Graham Cockroft

Director of Innovation and Digital Transformation

SSCL achieves end to end visibility with Pega

Shared Services Connected Ltd.

Graham Cockroft

Director of Innovation and Digital Transformation

Shawbrook Bank improves processing time for unsecured loans by 75%

Shawbrook Bank

Russ Thornton

Chief Technology Officer

Siemens achieves a seamless customer experience and 60% faster process cycle time with Pegasystems' Global Master Data Management

Siemens

Anna Gleiss

Head of Master Data

Siemens achieves streamlined order-to-cash and saves 25,000 hours per year with Pegasystems

Siemens

Jürgen Schönenborn

Program & Integration Manager

Siemens improves efficiency by more than 80% with one master system for global DX

Siemens

Helmuth Ludwig

Chief Information Officer

Siemens achieves harmonized, flexible, & scalable business processes

Siemens

Koen Gilhuis

Service Owner, Global Master Data Management

Siemens GBS Next Gen platform raises the bar

Siemens

Stefan Becker

Global Head of Procurements Services

SiriusXM retains customers and expands relationships with Pega

SiriusXM

Jason Barbrow

Senior Vice President, Customer Retention

SO (Swedish unemployment funds agency) achieves instant, digital member services and 28-system consolidation with Pegasystems' Pega Customer Service

SO

Joakim Kruse

CIO

Sprint launches personalized retention processes in just 90 days

Sprint

Marcelo Claure

CEO

Standard Chartered Bank creates seamless customer experiences with real-time personalization

Standard Chartered Bank

Khachig Kabakjian

Global Chapter Head, Real-time Engagement

How Starbucks brewed a new strategy for operational excellence with Pega

Starbucks

Greg Gentilini

Director of Enterprise Solutions & Enablement

State of Maine achieves 90% development productivity gains and hours-to-market with Pegasystems Pega Cloud

State of Maine

Jim Smith

Chief Information Officer

StepChange achieves faster, omni-channel debt advice and 20% shorter calls with Pegasystems' Pega Platform

StepChange

Phil Andrew

Chief Executive

New South Wales Strata Building Bond and Inspections Scheme From building repairs to rebuilding trust and transparency

Strata Building Bond and Inspections Scheme

Sun Life Financial achieves 100% ROI and streamlined, error-free processes with Pegasystems

Sun Life Financial

Catherine Perrier

Senior Contract Specialist

Sun Life deploys new application to 15,000 advisors in six weeks

Sun Life Financial

Gowry Somasundaram

Director Enterprise Architecture

Sun Life builds application in four weeks using Pega

Sun Life Financial

Kinjal Sengupta

Pega Development Intelligent Business Automation Technologies

SunTrust achieves 400% online account growth with Pegasystems

SunTrust

Christian Casperson

Vice President, Business Process Lead

Sveriges a-kassor (Swedish Federation of Unemployment Insurance Funds) achieves faster case resolution and rapid digital payments with Pegasystems

Sveriges a-Kassor

Tomas Eriksson

Chief Executive Officer

Swedbank achieves omni‑channel personalized banking and accelerated loan processing with Pegasystems

Swedbank

MariAnne Ydberg

Head of Customer Value Communication

Swedbank increases positive customer interactions by 200%

Swedbank

MariAnne Ydberg

Head of Customer Value Communication

T-Mobile Centers the customer experience with Next Best Action

T-Mobile

Mark Smith

Senior Technical Product Manager

T-Mobile drives AI adoption for more relevant customer interactions

T-Mobile

Brian Sprigings

Director – AI Strategy

TalkTalk achieves 40% reduction in early‑life complaints, 15% fewer early‑life calls and £21M savings with Pegasystems' Pega Customer Service

TalkTalk

Alex Birtles

Head of Customer Loyalty Strategy

Tata Consultancy Services (TCS) achieves £6.3 million savings and 50% fewer complaints with Pegasystems

Tata Consultancy Services (TCS)

TCDRS achieves a superior omni-channel experience and 60% online beneficiary updates with Pegasystems

TCDRS

Kris Valenta

Director of Strategic Projects

TCDRS optimizes staff efficiency and customer experience

TCDRS

Catherine Sorahan

Member Services Manager

TD Ameritrade grows millennial customer base by 35%

TD Ameritrade

Vijay Sankaran

Chief Information Officer

TD Bank achieves 70% faster dispute resolution with Pegasystems

TD Bank

Adrian Hopkins

Senior Manager, Technology, Optimization and Solutions

TD Bank fully automates CCPA orchestration processing in only 8 weeks

TD Bank

Chandra Penaganti

Head of Application Development – Digitization and Automation

Telecom Italia achieves a unified B2B customer experience and 12x faster time-to-market with Pegasystems' Pega platform

Telecom Italia

Goffredo Sdrubolini

Head of Customer Care

How Telenet anticipated customer needs and business growth with AI-powered decisioning

Telenet

Abdel El Amrani

Vice President of Customer and Corporate I

Telenet orchestrates and automates customer service with Pega

Telenet

Brecht de Mulder

Chapter Lead

Telstra achieves 70% faster B2B provisioning (80 to 8 days) with Pegasystems' B2B Order Management Solution

Telstra

Peter McDonald

General Manager Process Excellence

Telstra achieves 180% improvement in customer service advocacy with Pegasystems (Pega)

Telstra

Frank Ferguson

Senior Business Analyst

Texas Department of Transportation achieves faster, more effective legacy modernization with Pegasystems

Texas Department of Transportation

Brian Hohle

Letting Management Supervisor, Construction Section, Texas Department of Transportation

How the Ministry used AI to create faster, fairer outcomes for workers and employers alike

The Singapore Ministry of Manpower

Tokio Marine tackles the challenge of digital reform

Tokio Marine HCC

Mick Gorham

Head of Application Development & Test, Programme Manager of PAS Programme

Top-Ranked Global Automaker achieves rapid quality automation, 73% faster app development and $6.6M savings with Pegasystems

Top-Ranked Global Automaker

Top-Ranked Global Automaker achieves 40% faster issue resolution and integrated quality management with Pegasystems' Pega Platform

Top-Ranked Global Automaker

Toyota achieves faster quality issue resolution and improved engineer efficiency with Pegasystems

Toyota

Mylene Mayers

Divisional Information Officer, After Sales Information Systems

Transavia achieves memorable end-to-end passenger experiences with Pegasystems Pega CRM

Transavia

Mattijs ten Brink

Managing Director – Chairman

Transavia Taking off on a connected customer journey

Transavia

Mattijs ten Brink

Managing Director – Chairman

TransCelerate BioPharma achieves a secure, automated, and scalable clinical-trial supply chain with Pegasystems

TransCelerate BioPharma

Truist reduces financial stress for customers during COVID-19 pandemic

Truist

Christ White

Head of Client Default Operations

Turkiye Is Bank A.S. (İşbank) achieves 30–50% process efficiency gains across 500+ processes with Pegasystems

Turkiye Is Bank A.S. (Isbank)

Rıza Kutlusoy

Chief Strategy Officer

Isbank Evolving omni-channel interactions

Turkiye Is Bank A.S. (Isbank)

Umut Unal

Head of CRM

U.S. Census Bureau achieves digitized data collection and major productivity gains with Pegasystems

U.S. Census Bureau

Zachary Schwartz

Division Chief, IT Service Management Office

U.S. Census Bureau boosts productivity of 400K field staff for 2020 Census

U.S. Census Bureau

Zachary Schwartz

Division Chief, IT Service Management Office

U.S. Department of Agriculture Natural Resources Conservation Service achieves streamlined, single‑interface conservation delivery with Pegasystems' Conservation Desktop

U.S. Department of Agriculture Natural Resources Conservation Service

George W. Cleek IV

Conservation Section Chief, Information Solutions Division, Farm Production and Conservation (FPAC) Business Center

U.S. Department of the Treasury achieves secure, accurate, and cost-saving post-payment processing with Pegasystems' Post-Payment System (PPS)

U.S. Department of the Treasury

Wes Johnson

Deputy Executive Director

U.S. Dept. of Veterans Affairs decreases invoice processing costs by 33%

U.S. Department of Veterans Affairs

Clint Loeser

Director of Financial Operations Financial Services Center

U.S. Marine Corps achieves rapid, secure application delivery and thousands of saved person-hours with Pegasystems' Pega Government Platform

U.S. Marine Corps

Andrew Hutcheon

IT Portfolio Manager, HQMC, Enterprise Business Transformation Office

UK Health Research Authority streamlines clinical trial approvals—cutting review time from 91 to 54 days—with Pegasystems

UK Health Research Authority

Mary Cubitt

Research Systems Programmes Director

UK Home Office manages 2x the number of expected residency applications

UK Home Office

Unilever transforms master data management, reducing vendor onboarding from days to hours

Unilever

Vijay Atal

Director Global Master Lead

UnitedHealthcare achieves $150M in savings and 5-10% higher auto-adjudication with Pegasystems

UnitedHealthcare

John Silva

Director, Information Technology

UnitedHealthcare achieves nine-fold faster physician contracting and enterprise-wide workflow standardization with Pegasystems

UnitedHealthcare

Laura Ciavola

Senior Vice-President, Medicare and Retirement

UnitedHealthcare achieves 43% faster staff training and streamlined global care management with Pegasystems

UnitedHealthcare

Jeff Ganser

Director, IT Project Management

UnitedHealthcare achieves massive cost savings and improved customer and agent satisfaction with Pegasystems Pega BPM

UnitedHealthcare

Wayne White

Vice President, Medicare & Retirement, UnitedHealth Group

Universal Orlando boosts CSAT and builds loyalty with SMS customer service

Universal Orlando Resort

Fernando Flores Kato

Vice President

UNUM Digital transformation on a shoestring

Unum

Unum achieves 50–80% process automation and dramatically faster transactions with Pegasystems

Unum

Andy Shope

Director of Operations

Unum leverages natural language processing (NLP) to cut email response time by 50%

Unum

Melissa Harris

IT Delivery Director

UPC lowers costs and achieves faster resolutions

UPC Switzerland

Urs Reinhard

Chief Digital & Customer Officer

USDA achieves rapid payments, streamlined grants management, and improved visibility and compliance with Pegasystems' ezFedGrants

USDA

Chris Coppenbarger

Senior Financial and Grants Policy Advisor

Valaris Mobile offshore data management

Valaris

Verizon builds B2B-grade customer engagement platform with Pega’s AI decisioning

Verizon

Nitin Ahuja

Director, Marketing Technology

Verizon transforms its customer experience with AI and automation

Verizon

Rahul Murali-Venkataraman

Executive Director

Vermont Office of Professional Regulation achieves 100% online, streamlined licensing and rapid onboarding with Pegasystems

Vermont Office of Professional Regulation

Jim Condos

Vermont Secretary of State

Vermont OPR develops scalable licensing solution

Vermont Office of Professional Regulation

Lauren Hibbert

Director

Virgin Media Ireland unlocks seamless customer experiences

Virgin Media

Terry McCaul

Operations Manager

Virgin Money achieves 15-minute digital account opening (from 15 days) with Pegasystems

Virgin Money

Keith Williams

Head of Process Automation Service Centre

VIVAT eliminates service complexity and cuts underwriting from days to minutes with Pegasystems

VIVAT

Marc Bakermans

Business Change Manager

Vodafone Germany reduces fulfilment effort by 51% and gains end-to-end B2B order visibility with Pegasystems' Pega

Vodafone

Jens Fudickar

Head of Enterprise BPM Competence

Vodafone achieves always-on, hyper-personalized customer engagement and 40% revenue growth with Pegasystems

Vodafone

Simon Esland

Group Head of Marketing Technology & Commercial Capabilities

Vodafone’s Digital Transformation An end-to-end global order automation solution

Vodafone

Buddhika Hanwella

Automation Lead

Vodafone Spain personalizes engagement in a competitive market

Vodafone

Ivan Lastra

Marketing, Commercial and Analytics Manager

Vodafone UK Always-on marketing improves customer retention

Vodafone

Russel Welton

Vodafone

Vodafone UK Radical simplification and automation

Vodafone

Andy Ryan

Head of Digital Operations & Automation

Vodafone - Customer Case Study

Vodafone

Sabih Rozales

Principal Manager

VodafoneZiggo achieves 45% offer acceptance and real-time 1:1 customer engagement with Pegasystems

VodafoneZiggo

Nicole Verburg

Director, Customer Value Management

Wärtsilä achieves optimized service support and preemptive equipment maintenance with Pegasystems

Wärtsilä

How Wells Fargo is delivering a seamless experience for grieving families by using Pega

Wells Fargo

Sangeeta Doss

Head of Estate Care Center

Wells Fargo Personalizing Real-Time Conversations With 70 Million Customers

Wells Fargo Bank

Giles Richardson

Head of Personalization

How Wells Fargo is using Pega to scale personalization

Wells Fargo Bank

Fleur Twohig

Executive Vice President Consumer Data and Engagement Platforms

Xchanging achieves 50% operational improvements and transforms settlement from months to seconds with Pegasystems (Pega)

Xchanging

Sean Norris

Director of Netsett

Xerox achieves reduced customer downtime and faster service-call resolution with Pegasystems' digital service log

Xerox

Richard Glover

Director CSO UK & VP Global Continuous Field Operations

Xerox achieves world-class mobile customer service and faster field service with Pegasystems' Pega Mobility platform

Xerox

Gregg Bullen

Program Manager

Zimmer Biomet achieves master system integration and faster time-to-resolution with Pegasystems' case management solution

Zimmer Biomet

John Dearlove

Associate Director, Digital Experience and Solutions

Zurich Santander automates underwriting with Pega

Zurich

João Viana

Head of Customer Strategy

Zurich Santander deploys end-to-end digital claims experience

Zurich

Renan Rodrigues

Head of Product Management