Shep Hyken interviews Jeff Nicholson of Pegasystems. They discuss strategies for supporting your customers and employees during uncertain times, and how to improve the technology behind your customer experience.
“Your agents aren’t available 24/7, but your customers are.”
“Look out for your customers. Have empathy. That’s what it’s about.”
“The organizations that do it right don’t do it in a way that is channel-led, but channel-less in nature. The customer’s journey is independent of the channel.”
Jeff Nicholson is the Vice President of CRM Product Marketing for Pegasystems, where he leads the company’s CRM market vision and strategy. He is a recognized customer engagement thought leader who has been featured in numerous publications.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
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