Retail - Virtual Roundtable

Transforming digital customer service: staying ahead when customers don’t stand still

4th February 2021 | 2:00pm - 3:30pm GMT
There are now more digital customer demands than ever before. How do you keep up?

As new channels emerge and customer expectations grow, it can be difficult to keep pace. Your organization needs to adapt more quickly and adopt more advanced processes and technology. You must move away from a channel-led approach to be truly customer-centric.

According to Pega, American Express wanted to improve its customer service and set out to create an integrated solution that could meet the needs of customers and exceed their expectations. Amex also wanted to be able to continue delivering local, personalized service to its customers despite being a large, global company. That’s why the brand turned to an AI-powered software solution to provide a new end-to-end system that would build and deepen customer relationships. Focusing on the customer paid off. Customer satisfaction tripled, expense, and service margins decreased, and card member spends increased.

So how can you transform customer service and triple satisfaction? How can you improve ROI?

Join Pega and a select group of industry thought leaders to explore how to rethink service in the digital era and transform your approach to achieve proactive service and deliver seamless experiences for your customers.

Discussion Topics

Do you have a consistent, centralized strategy for customer engagement? How does the customer experience change between channels?
How do you manage work and hand-offs between front and back office?
What is your experience with agile and design thinking?

Your Host

Thought Leader
John Huehn General Manager – Customer Service & Sales Offerings, PEGA
John Huehn is General Manager, Customer Service and Sales Automations offerings at Pegasystems, where he leads… Find out more

About PEGA

Pega is the leader in cloud software for customer engagement and operational excellence. The world’s most recognized and successful brands rely on Pega’s AI-powered software to optimize every customer interaction on any channel while ensuring their brand promises are kept.… Find out more
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How Roundtables Work

A Meet the Boss Digital Roundtable is an independently moderated, thought-leading conversation about hot business-related topics. Conducted using bespoke video conferencing technology, each Roundtable gives execs the opportunity to connect with a select group of like-minded leaders without the need… Find out more
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Access to industry leading like-minded executives tackling similar initiatives


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