CAMBRIDGE, Mass., Feb. 19, 2020 /PRNewswire/ -- Organizations must tear down the walls between IT and the business and make more customer-centric investments if they are to improve customer experience (CX), according to new research from Pegasystems Inc. (NASDAQ: PEGA), the software company empowering digital transformation at the world's leading enterprises. Pega's 2020 Global Customer Experience Study was conducted among decision makers spanning 12 countries and seven different industries by research firm Savanta.
The study highlighted four key pain points businesses must address if they are to provide a better, more personalized customer experience, successfully differentiate themselves from the competition, and improve customer satisfaction and loyalty:
Quotes & Commentary:
"This study demonstrates that while many organizations see the value of improving customer engagement, many still need to understand they can't just implement a new technology and expect it to be a panacea for all their problems," said Tom Libretto, chief marketing officer, Pegasystems. "Instead, a more holistic, strategic approach is required. Organizations need to look at their customers in a completely new way – as individuals that have unique needs and preferences within a very complex, real-time relationship with every brand they interact with. They have to earn the right to that relationship every single day, which requires change at the very top of the business, driven by empowered C-level leaders who are willing to re-architect their core business around the customer."
Supporting Resources:
Read 'Pega's 2020 Global Customer Experience Study' report here:
www.pega.com/organizations-are-falling-behind-cx
NotesPega surveyed business decision makers in 12 countries and across seven industries to get their view on the state of customer experience today. The results were gathered from 5,000 respondents from the United States, Canada, United Kingdom, France, Germany, the Netherlands, Japan, India, China, Singapore, Hong Kong, and Australia. Respondents came from the insurance, healthcare, financial services, communications, automotive, utilities, and aviation industries.
About Pegasystems Pega (NASDAQ: PEGA) is the leader in cloud software for customer engagement and operational excellence. Every day, Pega powers millions of automated processes, billions of customer interactions, and trillions of dollars of business by helping people open bank accounts, change phone plans, get healthcare, manage insurance claims, apply for permits, and more. The world's most recognized and successful brands rely on Pega's AI-powered software to optimize every customer interaction on any channel while ensuring their brand promises are kept. Pega's low-code application development platform allows enterprises to quickly build and evolve apps to meet their customer and employee needs and drive digital transformation on a global scale. For more than 35 years, Pega has enabled higher customer satisfaction, lower costs, and increased customer lifetime value. For more information, visit www.pega.com
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SOURCE Pegasystems Inc.