In my role as an advisor, speaker, writer, researcher and explorer of all things related to service and experience, I often get invited to technology vendor’s customer events.

For the last few years, I’ve been going to Pegaworld, Pega’s annual customer event. For those of you that are not familiar with Pega, they are a leader in the cloud software for customer engagement and operational excellence space.

This has allowed me to learn a lot more about the company, their market-leading technology and thinking, their clients and their community.

Normally, the event is held in early June at the MGM Grand in Las Vegas. However, this year it was due to be held in Boston, where the firm is headquartered.

But, then the coronavirus pandemic hit, and everything changed.

Like many other vendors, Pega has pivoted and have transformed what is normally a multi-day event into a 2 1/2 hour-long online event that will be taking place on Tuesday, June 2nd from 9:00 – 11:30 a.m EDT.

This year the event is focusing on lessons that are emerging from the coronavirus pandemic, how to rapidly and digitally transform your business, how to design a future-proof digital business architecture, how to triage skyrocketing customer service requests, while taking out costs, and how to respond to urgent challenges and opportunities thus making your business ready for new challenges, today and tomorrow

There will be keynotes from Alan Trefler, Founder and CEO of Pega, Anna Gleiss, Global IT Head, Master Data Management at Siemens, Rich Gilbert, Senior Vice President and Chief Digital Information Officer at Aflac as well as live tech demos and a number of sessions where you can hear success stories from top brands like Google, Vodafone and Natwest among others.

As for me, I’ll be attending and will be participating in some after-show activities. I’ll also be setting up an interview based on the outcomes of the event for the podcast in the coming weeks.

Scanning the agenda, I’m looking forward to the keynotes and the roadmap. But I’m also looking forward to listening to:

• Kerim Akgonul, Senior Vice President of Products at Pega, talking about how to engage customers with empathy, retain their business and deliver superior customer service at scale.
• Tiffany Mann, Associate Project Management Specialist, and William Nash, Senior Business Process Improvement Manager, at Genworth Financial on strategies and techniques that they have used to manage the people side of change successfully.
• Andrew LeClair, Sr. Product Marketing Manager at Pega, on The Great Customer Experience Divide: What’s Stopping Us? and how a misunderstanding of CX is the true destroyer of customer relationships.
• Gordon Jackson, Head of Transformation, Data & Analytics at Natwest, on Agility and Empathy and how leading organizations are navigating internal political waters to deliver transformational results through next-best-action programs.
• Scott Paar, Sr. Director – Technical Product Management, DT Global Supply Chain at GE Healthcare, on Defining Design Thinking’s Business Impact particularly it’s impact on cost, time, and the customer and employee experience.
• CRM industry expert and author Paul Greenberg on how the world of customer service is transforming under our feet and what the future of customer service is likely to look like.

Lastly, but definitely not least, it’s free to register so do check it out, register and make time to attend.

Click on this link or the image below to check out the agenda and to register.

There’ll be lots of inspiration and insight being shared.

See you inside!