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The Good, the Bad, the Ugly

Breaking down the 2019 Pega global customer service survey results

  • October 13, 2020
  • 11:00 – 11:30 AM EDT
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Providing a superior customer experience is top of mind for business leaders across every industry. While many think they’re doing a good job of providing the experiences customers expect, most are falling short of the mark. In our 2019 global customer insights survey, The good, the bad, the ugly, we asked customers, employees, and business leaders about the key trends in customer service today.

Watch our experts as they break down the survey results, including:

  • The key attributes of delivering good service
  • Why there’s a gap in service perception between leaders and customers
  • How organizations struggle with the right people, strategy, and systems



Mike Asebrook

Director, Product Marketing – Customer Service, Pegasystems

Mike Asebrook is a Product Marketing Director for Pega’s Customer Service solution, enabling the vision and go-to-market strategy. Before joining Pega, Mike was Director of Product Marketing at Genesys for their SMB Cloud Contact Center solution, and worked at a variety of senior-level Product Marketing and Technical Product Management roles at Cisco (Videoscape), Volicon (now Verizon Digital Media Services) and Avid Technology.

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Ben Barton

Senior Business Consultant, Customer Service, Pegasystems

Ben Barton is a dynamic thought leader in the Customer Service Industry. Over the course of a 20 year career Ben has run large, complex customer engagement centers and has been a trusted advisor and consultant for many global organizations. Ben is passionate about bringing real change and transformation to organizations that have struggled to deliver quality service.

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