How Businesses Are Adapting Customer Service Strategies in Times of Disruption

In this episode of the Futurum Tech Webcast — Interview Series, host Shelly Kramer is joined by Jeff Nicholson, global head of CRM at Pega to discuss how businesses are adapting customer service strategies in times of disruption.

This conversation is intended as a preview to Pega’s upcoming Pegaworld iNspire virtual event being held on June 2, 2020, from 9 to 11:30am EDT. This high impact, low time commitment, interactive virtual event is free, sure to be packed with great information, and also available on demand for all registrants — you’ll find a registration link at the bottom of these show notes.

Shelly and Jeff covered a wide range of topics related to customer relationship management (CRM) and how businesses are adapting their customer service strategies in times of disruption including:

• The challenges the Pega team is seeing from their customers and what they are specifically asking for;

• Examples of what organizations can do to help meet their customer service challenges;

• The role that building empathy for customers into customer service operations can play, in times of pandemic and beyond;

• How organizations and using technology to help develop strategies for providing exceptional customer service in times of disruption;

• How NPL-powered email bots can help speed up email response times; and

• How establishing microjourneys and smart case management systems can help reduce the time front line workers are spending tracking and managing all interactions.

Jeff shared a variety of fascinating real world use case examples that we can all learn from, and also talked a little about Pega’s Crisis Response Solutions Portfolio and how organizations are using and deriving value from that.

He also shared some customer use case examples showcasing the innovative ways that Pega customers are embracing digital transformation, adapting their customer service strategies in times of disruption, and the technology solutions they’re using to make that happen.

This is digital transformation personified and it was exciting to get an inside look at how organizations are pivoting, embracing technology, and developing customer service strategies that allow them to not only function, but hopefully to set themselves up to future-proof their operations moving forward.

Here’s your reminder to make it a point to register for Pega’s upcoming Pegaworld iNspire virtual event being held on June 2, 2020, from 9 to 11:30am EDT. This high impact, low time commitment, interactive virtual event is free, sure to be packed with great information, and also available on demand for all registrants. Be sure and note that even if you can’t attend the virtual event in person on June 2nd, if you’ll register, you’ll be able to access the entire event on demand. Register for Pegaworld iNsprire here.

Please also check out my other interviews with Pega SMES, including:

The Pandemic is a Catalyst a Lot of Businesses Needed — It’s Time for a Massive Rethink (Don Schuerman, Pega CTO)

How Banks Are Capitalizing on Pandemic-Fueled Digital Transformation to Serve Customers (Marc Andrews, VP of Financial Services and Insurance)