Video

Pegaworld 2016: The AEGON Customer Service Transformation Story - Creating Exceptional Value (Video)

  • Video
  • 46:49

"We saw our net promoter scores jump up hugely. First call resolution, we were around about 50% before we implemented Pega in the contact center, that jumped up to 80%."

    – Nick Hill, Pega Delivery Centre Manager, AEGON

This session will show how Pega has been at the heart of the AEGON Customer Service transformation story. By focusing on 3 key areas: Front Office transformation, Automation and Process Orchestration, AEGON has delivered outstanding benefits for both the business and customers. This session will provide valuable insight into what it’s taken to get there, the highs, the lows and the all-important learnings, plus plans for the future. We will also share key metrics on how we have improved our service, reduced unit times and enhanced customer journeys.

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