The good, the bad, the ugly: 2019 customer service insights

One of my very first projects at Pegasystems was to help lead an original research effort to take a pulse on the state of customer service. I helped to design the questionnaire, determine the key narratives from the results, write the main report, as well as create ancillary assets. I created what became the blueprint for how original research was conducted and activated, orchestrating a cross-functional approach to “launch” research across the channels.