Session: Pega-Led
Navigating the Future of Customer Service: A Strategic Roadmap
Date and Location
June 9, 2026, 1:15PM - 2:00PM PDT
Chairman's Ballroom 363
Speaker(s)
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Matt LakeSenior Director, Product EngineeringPega
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Jeff AkinSenior Director of Solutions ConsultingPega
Customer service is evolving fast. Are you ready? Step into the future of customer service with a forward-looking roadmap that blends innovation, strategy, and transformation. This session explores how agentic AI, automation, and personalized service models are reshaping the customer experience while simultaneously reducing the cost to serve. We'll share what's on the horizon for Pega Customer Service, and how your customers and service teams can reap the benefits.