Jun 11 2014

Expedia explains the tough reality of getting data projects right for omni-channel

So when I got the chance to sit down with Expedia at PegaWORLD this week in Washington DC I thought it would be a good opportunity to get some more detail. And senior manager Miko Ollila didn’t disappoint. He gave me a very honest run down of the challenges the company faces in getting data...
Jun 11 2014

EE drives mobile phone deals with CRM software implementation

The CRM software helped EE win valuable customers in an increasingly competitive mobile phone market, Suzanne Woolley, head of customer base management at EE , told an industry conference. “Its great for EE. 90% of offers we sell in our service transactions are from our top three recommendations...
Jun 11 2014

Pegasystems releases customer service software upgrade for insurance industry

Pegasystems Inc. , a Cambridge, Massachusetts-based software company, announced upgrades to its Customer Process Manager for Insurance (CPMI) program on June 5. The platform will now feature a single user interface across all channels and improved case management capabilities, the company said...
Jun 11 2014

EE drives mobile phone deals with CRM software implementation

Mobile phone operator Everything Everywhere has claimed a 400% increase in mobile phone deals after rolling out customer relationship management (CRM) software. Everything Everywhere is deploying the CRM technology to 11,000 customer agents in telesales and retail stores. The operator said he...
Jun 10 2014

McKinsey on digitization

McKinsey came on stage talking about digitization. They see that different industries are at different points in the digital disruption. New trends begin and early adopters grow, start transforming mainstream companies and then a tipping point is reached where some incumbents die.
Jun 10 2014

Why the FBI put technology first

To start with, the FBI made the mistake of developing” backend” systems, which were only helpful to agents when they were in the office. The problem was that most agents spend 90% of their time in the field. “We have had to be much more strategic about prioritising, and listening to our customers...
Jun 10 2014

Lloyds Banking Group reveals the complexities behind digital simplification

Lloyds is now nearing the end of its Simplification programme, and is set to launch Simplification 2.0 next year, where it will look to further enhance its business processes, deepen digital integration with the back-end systems and upgrade to Pega 7.1.
Jun 10 2014

Becoming A Digital Enterprise: McKinsey At PegaWORLD

The day 2 keynotes at PegaWORLD 2014 wrapped up with Vik Sohoni of McKinsey, who talked about becoming a digital enterprise, and the seven habits that they observe in successful digital enterprises:
Jun 10 2014

The FBI’s Digital Journey

Criminals (and auditors) beware: the Federal Bureau of Investigation (FBI) is transforming itself to be even more effective in the field -- and cost-effective at home. “We’re a 106 year old organization,” said FBI Chief Financial Officer Richard Haley. “An organization that’s gone through a...
Jun 10 2014

The Process of Absolutely Everything: Powering the Internet of Things

Let’s go through your typical workday. You wake up early, probably to your alarm clock or coffee maker. Maybe you catch up on news by scanning sites and blogs online or on your smartphone during your commute. If you drive, you might use certain apps like Waze to navigate through traffic. When at...

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