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The Orchestrated Customer Experience from Eventus Delivered by Pega

Thursday, June 11, 2020
2:00pm ET | 11:00am PT

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


Greg Weber
Chief Technology Officer, Eventus Solutions Group

Ted Haugland
Senior Director, Eventus Solutions Group

Jeff Nicolson
Global Head of CRM, Pega


Erik Linask
Group Editorial Director, TMCnet

Sponsored by:

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