PegaWorld 2018: What Will Customer Service Look Like in 2025? (Presentation)

Considering how quickly technological advances and communication preferences can change, how will this impact the world of Customer Service by the year 2025? Will it be predominantly robotic – with digital assistants and bots or will it continue to be a blend of self-service options, digital assistants, bots and live human agents? And how will this affect the overall customer experience?