Digital transformation involves radically rethinking customer engagement, transforming from a product or asset orientation towards a service business, and deploying digital platforms architected for agility and change. That’s the view of Pegasystems founder and CEO Alan Trefler who made the comments during the company’s virtual Pegaworld conference late last week.
Organisations 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 software company Pegasystems. Pega’s 2020 Global Customer Experience Study was conducted among decision makers spanning 12 countries and seven different industries by
Increasingly companies understand that their internal customers need simple, fast and easy ways of working, just like their external customers. Indeed the last few years have seen the growing recognition of employee experience as a critical success factor. That evolution helped with our choice of winner in the Best In