Watch this lively hands-on experience of how Pega’s newest user interface (UI) architecture, Constellation, was designed with the goal of creating a more streamlined and flexible user experience. EY teams shared valuable insights based on the first implementation for a large insurer of Pega’s Customer Service using the Constellation design system. This project improved agent user interfaces leading to efficiencies and improving the customer experience. Using Constellation and the DX APIs to drive external self-service portals with React SDK, we created an omni-channel customer experience.
Pega Lead System Architect, Ernst & Young LLP
Pega UX Specialist, Ernst & Young LLP
BT Group is transforming their business in order to best serve the evolving B2B Telco Market and maximize Customer Lifetime Value. This session showcased how BT's Small & Medium Business division collaborated with EY teams and Pega to build capabilities required to deliver 1) an enhanced view and understanding of the customer base, 2) a desired base profile to target, and 3) the base experience to drive organization ambitions.
Senior Commercial Manager, Customer Base Management & Decisioning, BT Group
Director, Customer & Growth Consulting, Ernst & Young LLP
Navy Federal Credit Union (NFCU) is the world's largest credit union, serving over 8 million members of the military and their families. Learn how NFCU collaborated with EY to create a Pega-powered automated Servicemembers Civil Relief Act (SCRA) compliance system to better serve its community and comply with the SCRA. This system improves operational efficiency, guaranteeing regulatory adherence, and provides extensive financial savings to members. Watch the replay to learn how this could be applied in your organization.
Product Engineering and Delivery Services, Navy Federal Credit Union
Executive Director, Technology Consulting, Ernst & Young LLP, Financial Services Pega Leader
A dynamic panel discussion titled "Developing Next Gen Women Leaders." Engaged with five influential women leaders from Pega’s clients and partners as they shared insights, experiences, and strategies shaping the future of women in leadership roles. They dived deep into discussions on challenges faced, breakthrough moments, and the evolving landscape of women empowerment in today's professional world.
Principal, Insurance Business Transformation
Principal, Technology Consulting
EY Global Pega Alliance Relationship Director; EY Americas GTM Leader
EY-Pega Alliance EMEIA Alliance Leader
Client Executive, Financial Services and Insurance
Client Executive, Health care, Life Sciences, Manufacturing, Consumer
Client Executive, Government and Public Sector, Technology, Media and Entertainment, Telecommunications
Executive Director, Technology Consulting, Financial Services Pega Leader, EY
Managing Director, Intelligent Automation, Health Science & Wellness lead, EY
Managing Director, Technology Consulting, Pega Lead for Insurance and Decisioning
Manager
Manager, Technology Consulting, Pega UX Specialist, EY
EY-Pega Alliance Global Solutioning Leader
UKI Customer & Growth Solutions Leader
Our Customer Service Accelerator is developed with the aim to help in enhancing organizational capability in managing consumer feedback and complaints. It serves as an advanced tool that allows for efficient classification of customer issues, streamlines the handling procedures, and helps to ensure adherence to regulatory compliance and reporting standards.
At its core, the accelerator integrates a rules-based engine with artificial intelligence (AI) to inform real-time decision-making. By leveraging a centralized data source, the system is able to provide informed servicing recommendations to support customer service agents.
To further improve the customer experience (CX), the solution incorporates Natural Language Processing (NLP) and Business Process Management (BPM) technologies. These technologies help maximize operational efficiencies and provide sophisticated analysis of customer interactions. This, in turn, facilitates a more intuitive handling of customer queries and a reduction in resolution times.
By integrating these components, our Customer Service Accelerator offers an intelligent and efficient approach to enhancing both customer service quality and compliance oversight. It is built to adapt to the evolving needs of both clients and customer service landscapes.
The Pega CDH has decisioning capabilities that enable a tailored, experiential loyalty program that increases engagement and retention, promotes brand value and provides opportunities for revenue growth. With consumers valuing relevancy and looking for loyalty programs that provide experiences over transactions, the Pega CDH can be tailored and personalized to the customers’ specific needs.
Care Coordination mobile application and web-based interface, developed by EY and Pegasystems, offers health care payers, providers and payviders a comprehensive data view. EY Care Coordination uses data and digital tools to create a streamlined, connected health care system, which is particularly useful for high-risk or complex cases. The app not only improves outcomes and reduces costs but also boosts patient engagement and satisfaction.
Life 500 Proactive Customer Service offering increases personalized proactive customer service for life insurance and annuities clients.
The EY Compassionate Collections offering transforms the collections process while remaining empathetic. It starts a robust action catalog with an AI data-driven next-best-action decision engine.
EY Financial Health Coach navigates the customer through a gamified interface to enact behavioral change leading to better financial health.
EYG no. 004483-24Gbl Our state-of-the-art digital asset drastically simplifies adherence to the Servicemembers Civil Relief Act (SCRA) of 2003. Tackling the key challenges faced by clients, broad EY solution replaces fragmented systems with a single centralized platform, eliminating the need for cumbersome manual processes and mitigating the risk of non-compliance and legal ramifications.
Key issues addressed include avoiding regulatory penalties and fines, reducing manual processing errors, and enhancing the experience for both SCRA specialists and military service members. By integrating a business rules engine, our sophisticated system professionally manages complex benefit calculations while confirming stringent compliance.
The modern workflow and case management system boasts advanced features for SLA tracking, progress reporting, and quality assurance for a seamless user journey. The inclusion of an EY built accelerator propels clients forward in implementation, delivering accelerated value and support right out of the box.
With the SCRA asset, organizations gain peace of mind through reliable compliance, enhanced service level agreements (SLA), and improved operational quality. The offer is more than just software; it presents a transformative approach to SCRA case handling, turning potential challenges into opportunities in service and efficiency.
