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Time to change: A customer service series

Join us for a fresh look at how you can revolutionize customer service strategies.

  • July 19, 2022 to December 6, 2022
  • 10:00 - 10:45AM EDT | 2:00 - 2:45PM UTC

Crushing complexity is a challenge for organizations as they work to deliver world-class customer experiences. The gap between expectations and reality continues to widen. James Dodkins and Simon Thorpe take a fresh, entertaining and sometimes counter-intuitive look at the latest trends, technology and new approaches companies should consider as they look to reclaim their time and revamp their customer service strategies.

It’s time to think differently, get creative, and start making real changes to your service business – it’s time to change how we do customer service.

Upcoming webinars:

Amazing AI Meets Everyday Application

July 19, 2022; 10:00 - 10:45AM EDT | 2:00 - 2:45PM UTC

With AI powering more of our everyday moments, how can we use this amazing tech to make life better for our customers? Tune in as James and Simon explore the answer.

Top tips for building trust in your self-service

August 9, 2022; 10:00 - 10:45AM EDT | 2:00 - 2:45PM UTC

Attitudes towards self-service have changed since the pandemic. With nearly half of consumers now open to the idea of tech helping them achieve their goals, what’s the problem? Join James and Simon to find out.

How to supercharge your existing customer service tech stack

September 13, 2022; 10:00 - 10:45AM EDT | 2:00 - 2:45PM UTC

Many customer service leaders are scratching their heads on how to improve CX without having to spend millions ripping out legacy systems and disconnected channels. But transformation doesn't always mean "all new". In this webinar James and Simon will explain some of the ways organisations are tackling this challenge.

Amazing AI Meets Everyday Application

October 11, 2022; 10:00 - 10:45AM EDT | 2:00 - 2:45PM UTC

With AI powering more of our everyday moments, how can we use this amazing tech to make life better for our customers? Tune in as James and Simon explore the answer.

Top tips for building trust in your self-service

November 1, 2022; 10:00 - 10:45AM EDT | 2:00 - 2:45PM UTC

Attitudes towards self-service have changed since the pandemic. With nearly half of consumers now open to the idea of tech helping them achieve their goals, what’s the problem? Join James and Simon to find out.

How to supercharge your existing customer service tech stack

December 6, 2022; 10:00 - 10:45AM EST | 3:00 - 3:45PM UTC

Many customer service leaders are scratching their heads on how to improve CX without having to spend millions ripping out legacy systems and disconnected channels. But transformation doesn't always mean "all new". In this webinar James and Simon will explain some of the ways organisations are tackling this challenge.

Speakers

James Dodkins Headshot

James Dodkins

Customer Service Solutions Ambassador (AKA Customer Experience Rockstar), Pegasystems

As Pega’s EMEA Customer Service Ambassador, James evangelizes the power of CX, sharing stories, ideas, frameworks, and mindsets that help Pega clients to turn their customer experience up to 11.

His persona as the “Customer Experience Rockstar” and time as host of Amazon Prime’s “This Week in CX” has established him as one of the most influential thinkers in the global service space.

James’ previous client list reads like a “who’s who” of global brands with Disney, Microsoft, Nike, Mercedes-Benz, Lego, AMEX, IBM, and many more.

James has trained, coached, and spoken all over the world helping companies deliver a “Rockstar Customer Experience.”

詳細表示

Simon Thorpe Headshot

Simon Thorpe

Director of Customer Service Solution Teams, Pegasystems

As the Director of the Customer Service Solutions teams, Simon leads a group of industry thought leaders who inspire businesses to think differently about how technology can be applied to improve customer engagement and digital transformation.

For the past 20 years, Simon has dedicated his career to helping companies improve their customer experience. He has held senior contact center management positions, led industry recognized insight and awards programs, and his consultancy business has helped many household brands to rethink their customer service strategies.

He is also a trainer, evangelizer, prolific writer, and he speaks on a range of CX topics and has been lucky enough to work directly with many of the world's biggest brands such as Coca Cola, Lego, Walmart, Vodafone, FedEx and many more.

詳細表示

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Amazing AI Meets Everyday Application

Top tips for building trust in your self-service

How to supercharge your existing customer service tech stack

Amazing AI Meets Everyday Application

Top tips for building trust in your self-service

How to supercharge your existing customer service tech stack

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