The Good, the Bad, the Ugly

Breaking down the 2019 Pega global customer service survey results

Providing a superior customer experience is top of mind for business leaders across every industry. While many think they’re doing a good job of providing the experiences customers expect, most are falling short of the mark. In our recent survey, The good, the bad, the ugly: 2019 global customer service insights, we asked customers, employees, and business leaders about the key trends in customer service today.

Watch our experts as they break down the survey results, including:

• The key attributes of delivering good service
• Why there’s a gap in service perception between leaders and customers
• How organizations struggle with the right people, strategy, and systems