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

Ineffective software and poor processes are hindering productivity for many workers, according to new research from Pegasystems. In a study of live desktop activity, the results showed employees are forced to switch between up to 35 job-critical applications nearly once a minute – or more than 1,100 times every day

Chatbots are still not smart enough to deliver the kind of brand experience consumers need, according to a new report. According to a survey of 3,500 global consumers across Australia, USA, Canada, France, UK and Germany conducted by software company Pegasystems, 65 per cent of respondents would rather a human on the other


In a world where the mantra “fail fast, fail often” is championed, what exactly is an acceptable failure rate for pilot projects in retail financial services? A study conducted on behalf of Pegasystems, Marketforce and Cognizant put this question to 500 retail financial services and insurance industry executives across 56