August 2nd, 2010 | 
Author: Last week I sat in with a group of call center representatives and managers in the “save group” at a top-tier Communications Service Provider based in the U.S. Seeing these representatives in action reinforced the importance of an excellent customer experience throughout the customer lifecycle, but it also emphasized the importance in making retention investments “at the exits”.
Paul the German psychic octopus was right. Spain finally won the World Cup in soccer (or “Football” for the rest of the world – which, if you think about it, makes more sense). Now Australia has a “psychic” crocodile that predicted an election result! Unfortunately, we do not have a robust psychic octopus, crocodile or any other ferocious animal that can select the best strategies to recover from the current economic meltdown. The bulls and bears have to battle it out in the murky waters of uncertainty for the foreseeable future. Read the rest of this entry »
We’ve just had a significant go-live with one of the largest insurance organizations in the world, which adds to many other successes in the same company. BPM grows from one group to the next, as more people see that they can generate tangible and significant results quickly.
Believe it or not, insurance claims and news reporting have a strong common bond. Both share a basic tenet: they have to balance speed, accuracy and fairness in order to be successful. Fall short in any one of those three areas, and you quickly lose credibility. Read the rest of this entry »
I was pleased to recently read an independent analyst report written by Tower Group’s Nicole Sturgill. In it, she highlights significant success at two financial services organizations leveraging Pegasystems and Chordiant solutions respectively. The report, titled “And the Customer Takes the Lead: Multichannel Integration Facilitates Customer Experience,” details how important it is for banks to present a consistent and meaningful customer experience across all channels.
Posted in Uncategorized | 
Tags: Chordiant, customer experience, financial services, Pegasystems, SmartBPM, Tower Group | 
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I strongly recommend Matthew Bishop and Michael Green’s “The Road from Ruin” to anyone who cares about where our global economy and underlying financial systems are going. I also recently read Michael Lewis’ “The Big Short” and while genuinely entertaining, it was largely a morality tale that did not teach me what I need to learn right now. And as a consequence I don’t recommend it.
As I mentioned in my last blog, Pega was the gold sponsor for the Karpov2010 fundraiser this week in New York City. Many of our clients joined us to support Karpov ’s goal to bring the game of chess back into the mainstream and reinforcing chess as a powerful educational tool.
As a lapsed master, it was a thrill to stand with the trio of Anatoly Karpov, Magnus Carlsen (the world’s current #1 ranked player) and the legendary Garry Kasparov. I took solace in Garry commenting that regardless of how bad I had become, as a combined team we would have an average rating of over 2600. On the left in the photo below is Richard Conn, my longtime friend and Karpov’s candidate for FIDE’s deputy president. Read the rest of this entry »
It’s not too often that you get to hear about so many customer success stories at the same venue, let alone within the same 24-hour period. But the upcoming ACORD LOMA Forum on Monday May 24 in Las Vegas presents that very opportunity.
As the widely attended insurance conference gets into full swing, three Pegasystems customers whose names carry significant cache – Farmers Insurance Group, Farmers Exchange and Zurich North America – will take the stage. Read the rest of this entry »
