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Customer Service Insights for 2021 and Beyond

Key insights from Pega’s latest research

  • December 09, 2021
  • 11:00 - 11:40 AM EST | 5:00 - 5:40 PM CET

Over the past year, customer service has fundamentally changed – and there’s likely no going back. According to our latest independent research, the stakes have never been higher for businesses to deliver consistent, high-quality service across all touchpoints.

The problem is that 80% of businesses admit that the quality of service they provide differs across channels. Join us as we breakdown key takeaways from our report including:

  • What matters most to customers – and what’s at stake
  • Current challenges that service organizations face
  • The immediate opportunity to offer contextual self-service
  • How AI and automation are paving the future of customer service


Fortuné Alexander

Director, Product Marketing - Customer Service, Pegasystems

Fortuné Alexander is the Product Marketing Director for Pega Customer Service. He has deep expertise in customer experience as well as customer engagement software solutions. Prior to Pega, Fortuné led product marketing teams at global technology firms including Sony, Dell and Oracle.


Rebecca Miller headshot

Rebecca Miller

Senior Product Strategy Manager, CRM, Pegasystems

Rebecca is a Senior Product Strategy Manager in the customer engagement division at Pegasystems. Her areas of focus center around CRM, customer service, sales automation, and consumer data privacy and protection. Rebecca is passionate about helping clients discover how they can use AI and automation to improve operations and foster more meaningful customer engagement.