Pega Workforce Intelligence hero
Pega Events

Crash Course: Robotic Automation Done Right

Session #2: RPA & Customer Engagement

  • Wednesday, November 28, 2018
  • 10:00 AM CET

Losing customers? There’s a bot to help you get them back on board. Companies in the know have figured out how to use RPA to improve customer experience and profitability while reducing cost to serve, and even to accelerate digital transformation.

Join us for this webinar and discover:

  • Exactly where and how to infuse robotic automation into your customer journeys
  • The secrets to using robotic automation to transform customer engagement and create flawless end-to-end experiences
  • Actionable plans that empower you to get going in the next 30 days



Eric Musser

VP, Business Development, ISV & Venture Partners, Pega

Eric is the former CEO of OpenSpan, a Robotic Automation and Workforce Intelligence company acquired by Pegasystems in 2016. As former Managing Director, Robotic Automation and Intelligence for Pega, Eric brings more than 20 years’ experience in executive management guiding companies to growth and profitability, and is a respected thought leader in the software automation and analytics space. Musser has established an industry reputation for helping customers adopt technology to drive enterprise transformations that yield millions of dollars in operational cost savings and revenue growth opportunities.

Prior to OpenSpan, Musser served as CEO of CDC Software. Under Musser’s direction, CDC Software grew to over 3,000 employees with annual revenues surpassing $300 million. Additionally, Musser headed the company’s sales strategy, technology development and acquisition efforts. As President of Industri-Matematik (IMI), Musser led the business to profitability and set the foundation for the company’s future expansion. At Ross Systems, Musser held executive management positions in services, marketing and development, including Chief Technology Officer.

Show more


Ying Chen

Head of Product Marketing, Platform Technologies, Pega

As the Head of Product Marketing for Platform Technologies, Ying Chen leads the strategy, positioning, and go to market for Pega’s industry recognized platform for digital transformation. Ying comes to Pega with more than 10 years of software product management experience leading Fortune 500 organizations and VC-backed startups with varying software development methodologies to deliver award winning product solutions and enabling enterprises to make the leap from water fall to Agile. Ying holds an MBA from Boston University Graduate School of Management and a Bachelor of Science from Carnegie Mellon University.

Show more


Jeff Nicholson

Vice President of CRM Product Marketing, Pega

Jeffrey M. Nicholson (Boston, MA) is the Vice President of CRM Product Marketing for Pegasystems, where he leads the company’s CRM market vision and strategy. A recognized customer engagement thought leader, Jeff works closely with industry analysts and has been a frequent presenter at CRM industry events across the globe on subjects including consumer engagement strategy, customer analytics, digital marketing and customer journey best practice. His viewpoints and opinions have been featured in publications and outlets including AdAge, Chief Marketer,, CustomerThink, Direct Marketing News, The Economist and MediaPost.

Show more

More from this series

Session 1 | Nov276, 2018

Learn how to deploy RPA the right way and maximize your robotics investment.

Session 3 | Nov 29, 2018

Join us to learn how different organizations are using RPA to get real results.

This event has ended.

View all events