As an organisation, how do you ensure that you are improving the customer experience while at the same time being able to quickly adapt your services to changing market demands and regulatory changes? Many organisations struggle with this question. After all, in today's environment, customers expect personalised, consistent interactions across all channels. Especially within government agencies, there is a strong need to quickly implement new laws and policies into efficient business processes with an agile and scalable IT landscape. In this article, we explain how the Pega platform can help you meet these needs, creating agile organisations and smooth customer journeys.
Three key challenges to customer experience and organisational agility
Many organisations encounter common issues that prevent them from delivering the desired customer experience and achieving operational efficiency. The following three challenges often stand in the way:
- Fragmented customer journeys across channels: Different front-end channels – such as apps, mobile, email, telephony, and chatbots, often operate in silos. Each channel may follow its own rules and processes, leading to disjointed experiences for customers.
- Legacy systems focused on components over customers: Many back-end systems remain component-centric, misaligned with actual customer needs. These legacy systems are typically complex and difficult to modify, making it challenging to keep pace with evolving requirements.
- Lack of synchronisation between front-end channels and back-end systems: Front-end channels often fail to integrate effectively with back-end systems, meaning critical data like case status or product recommendations are not always accessible in real-time to enhance customer service.
Pega’s low-code platform: a unified solution
How can organisations effectively prioritise customer needs, deliver relevant products and services, maintain agility, and execute business processes efficiently? Pega’s low-code platform provides a straightforward yet powerful answer. With Pega, businesses can refocus their entire architecture, both front- and back-end systems, around what matters most: the customer.
Pega places the customer journey and desired business outcomes at the core, using (artificial) intelligent automation responsibly and dynamic case-management (“zaakgericht werken”) to drive results. Moreover, work within the organisation is carried out efficiently through smart work orchestration.
Sopra Steria’s approach to Pega implementation
Sopra Steria takes a unique approach to the implementation of the Pega platform, putting business goals and customer value at the forefront. By fostering close collaboration through co-creation between the client and Sopra Steria’s Pega High-Performance Teams, we ensure the rapid deployment of an agile, scalable solution tailored to each organisation.
Discover more with Sopra Steria’s Pega experts
To learn more about how Pega can transform your organisation’s customer experience and operational agility, connect with the Pega specialists of Sopra Steria.
Our team manages the entire lifecycle of an intelligent case management system, including consulting, discovery, design, implementation, integration, and maintenance of the Pega low-code platform.
Interested in learning more? Connect with one of our experts today to explore tailored solutions and get all the information you need.
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