In other words, the desire to be customer-centric is one thing, the ability to execute on it is as elusive as the bejeweled chalice ... so it helps to hear from people whose company pillars are made of customer centricity.
Danica has posed questions to Tom Erskine, director of communications and media industry solutions at Pegasystems and to Hannu Savolainen, head of billing at Sonera, part of TeliaSonera.
Pegasystems is the leading provider of business process management (BPM) and customer relationship management (CRM) software solutions. Our BPM methodology and BPM services provides businesses with an unprecedented degree of agility by giving business users control over the business process management suite and reducing reliance on IT staff. With user-friendly design tools, intuitive business rules functionality, and automated programming, the Pega BPM suite is the ideal BPM platform for enterprise initiatives like business transformation, continuous process improvement, and business performance management. Our Build for Change technology also powers agile solutions to specific operational challenges, such as workflow management software, customer relationship management software, business process management software, business process management systems and business process outsourcing software; as well as CRM solutions including customer service software, call center software and customer relationship management systems. Pegasystems CRM applications and contact center software help transform the customer experience across all channels and touch points. With business CRM software and call center solutions from Pegasystems, companies can maximize the value of every call center CRM interaction.
