PegaWorld 2018: The Heartbeat of Customer Service (Video)
In this digital world, with the myriad of communication channels available, even the most self-sufficient customers have to reach out to a customer service agent. And when they do, personalized service is the most valuable way businesses show customers they respect their time. By stripping away the complexities of cumbersome and disparate CRM environments and leveraging one solution across thousands front and back office agents, Anthem has granted their agents the gift of time to relate to and connect with the customers via whatever channel they choose. Join Trish Cox, Senior Vice President of Service Experience, and Dan Crann, Vice President of Service Experience Technology, as they discuss how they have empowered their agents to execute with accuracy and speed and deliver a personalized customer experience that is unmatched in the industry.