PegaWorld 2019: Achieving Digital Customer Service Transformation (Presentation)

Want to drive real digital transformation? Who doesn’t. But for many customer service leaders, the path has been illusive and littered with good intentions... and lackluster results. New thinking is required to break through. Come hear from several of the industry's great thought leaders who will share their insights into the top use cases for AI quick wins, the changing role of your agents in the new era of AI, how to move away from expensive responsive service strategies to proactive digital service techniques that resolve issues before they turn into expensive agent interactions, and how to identify the 7 key points of service friction for rapid resolutions.