PegaWorld 2018: Operationalizing Customer Empathy: The 5 Facets of Real-Time Context (Presentation)
Every single marketer and customer service leader alike proclaims that their goal is to be relevant, real-time, omni-channel and contextual. But what exactly IS context? And what does it mean to understand context in real-time? And in particular, when does it matter? Join this informative thought-leadership session where we will break down the 5 facets of customer context - and how your organization can operationalize this context for a new form of customer empathy across your customer-facing processes.