Pegasystems is a global leader in utilizing AI-driven solutions to cater to a wide range of industries. By enhancing customer experience through real-time journey creation, Pega stands at the forefront of customer relationship management (CRM) and business process automation. This article will delve into the successful collaboration between Pega and Citibank, discussing how Pega’s AI-driven platform contributed to Citi’s impressive customer-centric evolution.
Promiti Dutta, Head of Analytics, Technology, and Innovation at Citi, was tasked with finding a new decision engine after their previous CRM system reached its end-of-life. While researching multiple alternatives, such as Salesforce’s Einstein machine and Adobe’s system, Citi found Pega to be the ideal partner due to their longstanding relationship and alignment with Citi’s vision.
Already using Pega solutions like workflow tools, business case management, and Chordiant, Citi recognized the potential of incorporating Pega’s AI-driven Customer Decision Hub. By selectively using this solution, Citi hoped to strengthen its CX strategy.
Pega’s AI implementation is designed to determine the next-best-action (NBA) for each individual customer, allowing businesses to engage with clientele in a more personalized and effective way. This innovative technology helped Citi customize their decision engine to determine the precise “when” and “where” of customer offers.
What sets Pega’s decision engine apart is its ability to harness contextual clues and models to fine-tune the customer experience. By incorporating these insights with Citibank’s data, Pega’s AI technology was able to make more accurate decisions and deliver better results.
The introduction of Pega’s AI-driven solutions led to significant improvements in Citi’s customer experience. Customers reported a faster response time, more accurate decision-making processes, and better overall engagement. Additionally, Pega’s AI-driven solutions are designed for ease of implementation and can be customized for businesses with diverse needs.
Pegasystems empowers its clients to not only improve their current processes and customer engagement strategies but also adapt and grow to meet the ever-changing expectations of the customer. By offering cutting-edge technology and continuous support, Pega helps businesses like Citi maintain a competitive edge in the market.
Through its AI-driven real-time customer journey creation, Pegasystems has established itself as a trailblazer in the customer experience optimization space. The successful partnership between Pega and Citi serves as an example for enterprises seeking to invest in customer-centric and scalable solutions. As the importance of delivering exceptional customer experiences continues to grow, businesses would be wise to consider technologies like Pega’s AI-driven platform for their own long-term success.
Up until working with Casey, we had only had poor to mediocre experiences outsourcing work to agencies. Casey & the team at CJ&CO are the exception to the rule.
Communication was beyond great, his understanding of our vision was phenomenal, and instead of needing babysitting like the other agencies we worked with, he was not only completely dependable but also gave us sound suggestions on how to get better results, at the risk of us not needing him for the initial job we requested (absolute gem).
This has truly been the first time we worked with someone outside of our business that quickly grasped our vision, and that I could completely forget about and would still deliver above expectations.
I honestly can’t wait to work in many more projects together!
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