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Brands think they deliver great service. Many customers disagree.

In this excerpt from his keynote at PegaWorld 2019, Pegasystems CMO Tom Libretto shares startling new research on the “expectation gap” between businesses and customers – and the economic impact that serving up irrelevant experiences can have on your bottom line.

Watch the full keynote to learn how brands like FordDirect and ING Bank are going beyond personalization and getting results.


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