Pega CRM Applications: Use-Cases, Insights and Reviews | 2026 Cuspera

Deutsche Kreditbank AG has adopted Pega's AI-based customer service solution to manage customer emails efficiently. The solution, implemented with Senacor, uses AI to analyze inquiries and suggest re...sponses, enhancing service center operations. This adoption expands DKB's use of the Pega Infinity platform, aiming to improve service quality and operational efficiency.
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Pega has launched the Customer Engagement Studio, enhancing its Customer Decision Hub to streamline marketing campaigns through a conversational interface. Wells Fargo, a key customer, uses this solu...tion for six billion monthly decisions, highlighting its scalability. Pega shifts to outcome-based pricing, focusing on business results rather than token consumption, aligning with industry trends in AI cost models.
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Zurich Santander used the Pega platform to digitize its claims process. The company reduced claims processing time by 30%. 65% of customers now use digital solutions for claims. The Net Promoter Scor...e rose by 20 points. During a major storm, Zurich Santander set up a new workflow for 7,200 event customers. Real-time monitoring helped reduce financial losses for customers.
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Pega Platform helped Wells Fargo improve estate settlement processes for bereaved families. The bank unified case management, automated workflows, and enabled omnichannel document submission. Net Pro...moter Score improved by over 40%. Case processing volume doubled in four years with no staff increase. The solution reduced manual work, improved compliance, and strengthened customer trust.
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Wells Fargo used Pega Customer Decision Hub to personalize real-time conversations for 70 million customers. The bank analyzed 4 billion digital interactions to find the next best conversation for ea...ch person. Pega's adaptive machine learning helped Wells Fargo deliver relevant messages across all channels. Customer interaction rates increased by 3 to 10 times depending on the channel. The solution enabled faster deployment of new customer conversations, improving efficiency and scalability.
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Vodafone used Pega Marketing and Customer Decision Hub to connect all marketing channels. They wanted to give each customer a personal experience in real time. Vodafone saw a 7% increase in average r...evenue per customer. They also had 22% fewer commissions and 12% more accepted offers. The solution helped Vodafone earn over £100 million extra profit each year.
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