Insights from Pega Thought Leaders

Establishing Order Amid Chaos - Contact Centers Can Do Better, but Change Needs to Happen Before Customers Defect in Droves

Jun 06 2013 | Author: Terri Pennypacker
Hugging and kissing my children goodbye for business travel is relatively common occurrence in our household.  Planning and execution of such departures takes some serious organization and planning.  Allow me to elaborate.  Before I commit...
Posted In: Customer Service | Tags: CRM, CPM, customer service, call center, Contact Center, customer experience

Monster! Monster! Monster!

May 29 2013 | Author: Eric Deitert
I am in my early 40s yet I still get intrigued when I hear the Monster Truck commercials on TV.  I continually get mesmerized by that dude with the raspy voice screaming MONSTER, MONSTER, MONSTER!!  It’s just purely great advertising and so ...
Posted In: BPM, Pegasystems Inc. | Tags: PegaWORLD

ACORD LOMA - DOA?

May 24 2013 | Author: Tom King
Having worked in the insurance industry for my entire career as an insurer, an insurance business consultant and for insurance software providers, I have long been a fan of the ACORD LOMA trade show.  I’ve been in the industry long enough to reme...
 

Looking Forward to PegaWORLD and Hearing from our Public Sector Customers on their Success

May 22 2013 | Author: Cathy Novak
I am excited to attend my first PegaWORLD conference June 9-11 at the Rosen Shingle Creek Hotel in Orlando.  In the five months I have been with the company, I have been amazed at how transformational Pega technology is and the staggering results o...
Posted In: BPM, CRM | Tags: PegaWORLD, NASCIO, NSW, accenture, IDC, Texas

Stop Marketing to Mr. and Mrs. Average!

May 20 2013 | Author: Russell Palmer
I recently returned from a family vacation to Florida. I live in Europe so I'm always interested to note the differences between the sights and sounds of home and those in the US. However, there were some things that were very similar, such as the way the...
Posted In: Decision Management, Marketing Automation | Tags: 4G, LTE, CSP, customer service, CRM, CPM

Creating a Segment of One through Predictive Personalisation

May 16 2013 | Author: Tony Tarquini
Most sane marketing people would agree that the objective of marketing is to maximise customer satisfaction and sales at the optimal price. Decades of economic and business theory and analysis has been ploughed into describing how to get there, involvin...
Posted In: Customer Service | Tags: customer service, customer satisfaction, nba

PegaWORLD 2013: Where your peers and their success take center stage

May 14 2013 | Author: Tom Erskine
Anyone who has attended PegaWORLD can tell you it is very different from your typical enterprise software vendor conference.  At PegaWORLD we provide the ‘stage’, but we aren’t the ‘show’.That spot goes to our customers.  This year w...
 

Instant Gratification

May 13 2013 | Author: Terri Pennypacker
I admit it.  I am a sucker for the impulse ‘purchase’ displays that have multiplied lately in strategically placed areas at all my usual haunts…grocery checkouts are the worst.  Do I really ‘need’ the milk chocolate salted caramel pr...
Posted In: CRM | Tags: CRM, CPM, customer service, customer experience, cross-sell, upsell

Profitability is on the Rise - What Do Property & Casualty Insurers Do Now?

May 08 2013 | Author: Thomas Harrington
According to a recent article in Property & Casualty 360 , last year the insurance industry had its best underwriting performance since the global recession. While underwriting performance still lags historical production, it is no doubt trending upwa...
Posted In: Case Management | Tags: underwriting, p&c, property & casualty, PropertyCasualty360, ACORD LOMA

Taking BPM to the Next Level with DCM

May 01 2013 | Author: Matt Shannon
Dynamic Case Management (DCM) and Business Process Management (BPM) solutions have evolved significantly over the past several years – making it increasingly difficult to understand the differences between the two technologies.  Forrester Researc...
Posted In: Case Management | Tags: DCM, BPM, Case Management, Forrester

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