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.