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Pega Events

5 Trends Customer Service Leaders Can’t Ignore Post-COVID

  • March 23, 2021
  • 11:00 - 11:40AM EDT | 4:00 - 4:40PM CET

Did you find yourself unprepared or under-prepared to adapt to the COVID-19 pandemic in your service offerings? If so, you are not alone. Most organizations struggled to transition to a fully-distributed workforce and handle unprecedented volumes of customer inquiries.

Join Pega’s Fortuné Alexander and guest speaker, Forrester VP & Principal Analyst Kate Leggett to learn the 5 customer service trends you cannot ignore to be ready for a post-COVID world. Don’t miss this chance to understand:

  • What will emerge stronger from the pandemic
  • Top service priorities in 2021
  • Where organizations are investing for the future


Fortuné Alexander

Product Marketing Director, 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.

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Kate Leggett

Vice President and Principal Analyst, Forrester

Kate serves Application Development & Delivery Professionals. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI. She is an accomplished public speaker and frequently presents at industry events such as CRM Evolution. She has been published in The Wall Street Journal, Forbes magazine, and industry publications such as CRM Magazine, KM World, and Destination CRM.

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