The top frustrations of customers and agents are the same - Interview with Jeff Nicholson of Pega artwork
Punk CX with Adrian Swinscoe

The top frustrations of customers and agents are the same - Interview with Jeff Nicholson of Pega

  • E401
  • 50:39
  • September 1st 2021

Today’s interview is with Jeff Nicholson, Global Leader, CRM Strategy for Pega, where he heads up the company’s CRM market strategy and vision worldwide. Jeff joins me today to talk about their recently released new piece of research: Resolution revolution: Customer service insights report, what we can learn from it, what we should be focusing on, agent experience, the emerging landscape of customer service and sine waves!

This interview follows on from my recent interview – What do immersive VR, empathetic interactions and stand out customer service have in common? – Interview with Monika Jo of Mursion — and is number 401 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Punk CX with Adrian Swinscoe

An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service.

Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love.

Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing teams and all such related issues.

Note: This podcast series was originally known as the RARE Business podcast but rebranded in late 2019 on the back of the publication of my latest book: Punk CX.