Orchestrate great experiences, every time.

The live webinar has passed, but you can still watch and learn how to create engagements that are Productive, Predictive, and Personalized.

While contact center technology has matured, and while new approaches to improving Customer Experience (CX) are well underway, the industry has yet to deliver on the promise of the fast and friendly service consumers and business expect in 2020.

The Orchestrated Customer Experience is a new framework that delivers on that promise.  It proposes using building blocks that remove complexity and orchestrate how CX will be delivered in the future by enlightened brands. The building blocks of this framework include:

  • Channel Engagement Engine to ensure seamless Omnichannel CX
  • Managed Experience System to enable agents to focus on the Customer and not the process
  • Performance Management Module to provide visibility across all system components

With this framework, CX transitions from being a set of independent interactions to become an Orchestrated Customer Experience in an engagement journey.

Pega enables transformation of business operations silos into an enterprise system that orchestrates business processes with intelligence and automation, breaking down traditional contact center and other organizational barriers.

While contact center technology has matured, and while new approaches to improving Customer Experience (CX) are well underway, the industry has yet to deliver on the promise of the fast and friendly service consumers and business expect in 2020.

The Orchestrated Customer Experience is a new framework that delivers on that promise.  It proposes using building blocks that remove complexity and orchestrate how CX will be delivered in the future by enlightened brands. The building blocks of this framework include:

  • Channel Engagement Engine to ensure seamless Omnichannel CX
  • Managed Experience System to enable agents to focus on the Customer and not the process
  • Performance Management Module to provide visibility across all system components

 

With this framework, CX transitions from being a set of independent interactions to become an Orchestrated Customer Experience in an engagement journey.

Pega enables transformation of business operations silos into an enterprise system that orchestrates business processes with intelligence and automation, breaking down traditional contact center and other organizational barriers.

What Attendees will learn:

  • Which major trends are forcing traditional ACD/IVRs, conventional CRMs, and customary WFO toolsets to evolve into their next-generation future versions.
  • Why an orchestrated, frictionless experience that delivers positive outcomes within seconds or minutes is expected by today’s customers.
  • How to allow the CSR to serve as the human touch to the process as opposed to serving as the process coordinator.
  • How Pega can maximize value by providing the backbone of the Modernized Contact Center Framework.
  • What is the benefit of viewing CX through a new lens?
  • It’s not just about reducing costs; it’s about value creation.
  • It’s not just about exposing features; it’s about adapting business processes.
  • It’s not just about an ACD or a CRM decision; it’s about a CX strategy.
  • It’s not just about the applications; it’s about the entire ecosystem.
  • It’s not just about multi-channel; it’s about a coherent omni-channel experience.

Who should attend:

  • C-Suite CX Leadership: CIO, COO, CCO, CXO
  • IT Executives in charge of Contact Center Technology
  • Contact Center Leadership and Management
Presenters
Greg Weber

Greg Weber

Chief Technology Officer, eventus

Greg Weber, a leader in the enterprise communication industry with over 20 years of experience, brings a wealth of knowledge enabling mobile and digital customer experiences from cloud services in an omni-channel ecosystem.  He helps clients achieve their CX business goals and plan for the future of customer engagement.
Ted Haugland

Ted Haugland

Senior Director, Eventus

Ted leads the CX/CRM delivery practice and brings over twenty years of large scale IT and business consulting experience to the Eventus team. Prior to joining Eventus, Ted held senior delivery positions with Accenture, Siebel and SAP focusing on CRM and CX technologies.
Jeffrey Nicholson

Jeffrey Nicholson

Global Head of CRM, Pegasystems

Jeff leads the company’s CRM market vision and strategy. A recognized customer engagement thought leader, Jeff works closely with client and industry analysts and serves as a frequent presenter at CRM industry events across the globe on subjects including consumer engagement, customer journey, artificial intelligence, digital transformation, and customer data protection legislation. His viewpoints and opinions have been featured in publications and outlets including AdAge, Chief Marketer, CMO.com, CMSwire, CustomerThink, Forbes, MediaPost and The Economist.