In this episode of the Futurum Tech Webcast, Interview Series, I had a fascinating conversation with Jeff Nicholson, the VP of CRM Product Marketing for Pegasystems about digital experience and what’s ahead in a world powered by autonomous customer service. Our discussion centered on the future of customer service, especially as it relates to digital experience, the ever-changing world of customer expectations, and how autonomous customer service is a game-changer.
Pega’s Take on Digital Experience: What’s Ahead in a World Powered by Autonomous Customer Service
In our conversation about digital experience and a look at what’s ahead in a world powered by autonomous customer service, Jeff and I touched on:
What is today’s digital experience and what that looks like — for both customers and for the brand side. How the landscape of customer experience has changed, not only in the last handful of years, but also how that’s been impacted by the impact of a global pandemic. The change in customer expectations and how brands are shifting to address those expectations. The role technology plays in the customer journey (and meeting customers where they are, when they need it). What kind of technology is needed to most efficiently, most effectively, allow brands to do that. How COVID-19 has changed customer demand, buying preferences, and customer loyalty and what brands are doing to step up and adapt to those changes. And we explored autonomous customer service and where this technology fits in the customer engagement timeline?As always, my conversation with Jeff was a fascinating one. He also shared some customer use cases that you’ll find valuable, so I encourage you to dive into this one.
If you’re focused on improving the customer journey and customer experience within your organization, if you’d like to learn more about autonomous customer service and how you can employ it to deliver better, more efficient customer service and empower your team to both do more and enjoy their jobs more, I encourage you to make time to register and attend Pega’s upcoming Pegaworld iNspire event on May 4th from 9:00 to 11:30am EDT. The event is a virtual one and I can promise it will likely be the best, most interesting virtual event you attend this year. Register for free here and I’ll see you there!
