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Transforming Your Customer Service Strategy

Achieving clarity in a fast-moving world

  • July 28-30, 2020
  • 10:00 - 10:30 am EDT
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It seems counterintuitive to consider broad digital transformation during a period of disruption, but it may be the perfect time to rework your approach to customer service. Join our webinar series to learn how to address your most immediate needs with long-lasting solutions, not quick fixes.

Resetting Your Service Strategy In Uncertain Times

July 28, 2020; 10:00 am - 10:30 am EDT

Amid the global pandemic, many organizations may have been caught unprepared to handle the shift to a fully digital world and are scrambling to adjust their strategy.

Learn what steps you can take today to respond to the current uncertainty – as well as whatever tomorrow may bring, including:

  • Demonstrating empathy to customers
  • Supporting service agents
  • Reducing cost-to serve
  • Protecting revenue channels

Speakers: Jeff Nicholson, Paul Greenberg

Top Strategies For Customer Service Transformation With AI And Automation, Featuring Forrester

July 29, 2020; 10:00 am - 10:30 am EDT

As customer service continues to evolve, artificial intelligence (AI) and automation are becoming essential capabilities to enable the quick and convenient service that customers expect.

Watch this webinar hosted by Pega, featuring Forrester Vice President and Principal Analyst Kate Leggett, to understand:

  • How self-service is advancing
  • Why you must modernize your desktop
  • Where customer service is heading
  • How to realize these trends at your organization

Speakers: (Guest) Kate Leggett, Rebecca Miller

Unified Messaging - Revolutionizing Your Digital Customer Care

July 30, 2020; 10:00 am - 10:30 am EDT

With the increasing demand for digital customer service, contact centers recognize the need to adopt new channels: WhatsApp, Apple Business Chat, Facebook Messenger, SMS, and so on. But adding new channels is not enough to ensure high-quality experiences for your customers - or your employees.

How can we embrace digital service effectively, while boosting customer satisfaction, maximizing agent productivity, and scaling up to meet growing volumes - especially in times of crisis?

Tune in to learn how to revolutionize your digital customer care, starting with:

  • Finding the right solution for optimizing agent effectiveness
  • Providing efficient and personalized service by empowering agents with a full view of the customer
  • Ensuring consistent, high-quality experiences through case management
  • Eliminating contacts and wait times through automated self-service

Speakers: Heidi Wettach, Kat Austin

Speakers

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Jeff Nicholson

Head of CRM, Pegasystems

Global head of Pega's end-to-end CRM product marketing vision and strategy for Pega's family of AI-powered CRM solutions, including customer service, marketing automation, and sales force automation. A frequent conference presenter with customer engagement thought-leadership featured in AdAge, CMO.com, CustomerThink, CRM Magazine, Forbes, MediaPost and The Economist. Domain expertise for artificial intelligence (AI), digital transformation (Dx), omni-channel customer engagement, customer journeys, digital marketing, intelligent virtual assistants, and data privacy/protection including GDPR and CCPA.

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Paul Greenberg

Founder & Managing Principal, The 56 Group, LLC

Paul Greenberg is founder & managing principal of The 56 Group, LLC, an advisory firm focused on customer-facing strategic services. His book, CRM at the Speed of Light, in four editions, has been translated into nine languages and has been used by more than 70 universities as a primary text. His most recent book, "The Commonwealth of Self-Interest (2019) focuses on the business benefits of customer engagement. Often called the "Godfather of CRM," Paul is a prominent thought leader on CRM, having been published in various industry and business publications over the years. He was elected to CRM magazine’s CRM Hall of Fame in 2010, and writes on customer-facing matters for ZDNet, where he publishes his annual CRM Watchlist.

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Kate Leggett

VP 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. Kate has extensive industry experience, with more than 10 years of leadership at CRM and customer service software companies, where she held senior product marketing and product management roles. She is also a published author on customer service trends and best practices.

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Rebecca Miller

Product Marketing Manager, CRM, Pegasystems

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

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Heidi Wettach

Product Marketing Manager, Customer Service, Pegasystems

As product marketing manager for Pega Customer Service and Field Service solutions Heidi Wettach helps the world’s biggest brands transform their CRM systems to deliver smart, personalized customer experiences.

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Kat Austin

Product Marketing Manager, Digital Engagement, Pegasystems

Kat Austin started working in the innovation sector in 2014, after leaving academia. Her PhD in Hispanic Studies helped secure her a position with InTheChat, a digital customer service platform based in Waterloo, Canada that was later acquired by Pegasystems. Kat began by delivering training in Spanish and ended up wearing multiple hats, including leading InTheChat’s marketing efforts. She now works with Pega’s Product Marketing team.

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