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Pega Events

Resetting Your Service Strategy in Uncertain Times

Rework your approach to customer service and become future-ready

  • November 17, 2020
  • 11:00 - 11:30 AM EST

Amid the global pandemic, many organizations may have been caught unprepared to handle the shift to a fully digital world and are scrambling to adjust their strategy.

Learn what steps you can take today to respond to the current uncertainty – as well as whatever tomorrow may bring, including:

  • Demonstrating empathy to customers
  • Supporting service agents
  • Reducing cost-to serve
  • Protecting revenue channels


Jeff Nicholson

Head of CRM, Pegasystems

Global head of Pega's end-to-end CRM product marketing vision and strategy for Pega's family of AI-powered CRM solutions, including customer service, marketing automation, and sales force automation. A frequent conference presenter with customer engagement thought-leadership featured in AdAge,, CustomerThink, CRM Magazine, Forbes, MediaPost and The Economist. Domain expertise for artificial intelligence (AI), digital transformation (Dx), omni-channel customer engagement, customer journeys, digital marketing, intelligent virtual assistants, and data privacy/protection including GDPR and CCPA.

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Paul Greenberg

Founder & Managing Principal, The 56 Group, LLC

Paul Greenberg is founder & managing principal of The 56 Group, LLC, an advisory firm focused on customer-facing strategic services. His book, CRM at the Speed of Light, in four editions, has been translated into nine languages and has been used by more than 70 universities as a primary text. His most recent book, "The Commonwealth of Self-Interest (2019) focuses on the business benefits of customer engagement. Often called the "Godfather of CRM," Paul is a prominent thought leader on CRM, having been published in various industry and business publications over the years. He was elected to CRM magazine’s CRM Hall of Fame in 2010, and writes on customer-facing matters for ZDNet, where he publishes his annual CRM Watchlist.

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