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7/28/2010
Is web self-service a core channel of customer service, or is it an afterthought? Pegasystems marketing manager Patrick Tripp talks to Russell Keziere about why making web self-service a key part of your multi-channel strategy makes sense, and can save time and money. But it should not be an add-on and customers should be able to seamlessly move from the contact center to web self-service and back again without having to start all over again.
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7/14/2010
Case management is something that Pega customers have been doing with Pega’s build for change technology for years. Because case management can take so many different types of modes, most people believe that a single system is unable to accommodate all the potential facets of today’s case management workflows. Senior Product Manager Emily Burns from Pegasystems discusses why expecting change, and dynamic changes, is crucial when planning and deploying a smarter approach to enterprise case management.
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6/24/2010
Steve Kraus, Senior Product Manager at Pegasystems speaks with host Russell Keziere on a key difference for the next generation of CRM, leveraging advanced business intelligence, such as predictive and adaptive analytics, to optimize and personalize customer experience. The result? Lower costs, faster customer on-boarding, better retention, and improved net-promoter scores. Transforming business, one customer at a time.
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5/24/2010
Terri Pennypacker, an experienced contact center business consultant with Pegasystems, speaks with Russell Keziere on how the line between business and operations and IT is never more pronounced than it is on the ground at contact centers. She discusses what happens when a build for change approach bring a new level of collaboration and agility, driving direct business improvements in customer service and satisfaction.
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3/23/2010
Eric Deitert, marketing manager for customer service solutions at Pegasystems, discusses why traditional CRM is failing to address new customer dynamics and how a build for change approach can help.
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3/4/2010
Tony Young, Director of Financial Services solutions describes the billion dollar problem of loans sold to investment pools that are now rebounding to originators because they are both non-performing and incorrectly underwritten. Build for change can help.
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2/17/2010
On the Build for Change Digest Pegasystems' Dr Setrag Khoshafian discusses the intersection of case management and customer relationship management -- by adding BPM we see a new category of smart case management for customer experience transformation
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10/19/2009
In this edition of the Build for Change Digest, Russell Keziere interviews Rod Dunlap, Director at Blue Cross Blue Shield of North Carolina. Rod recently participated on a customer panel in Charlotte NC and shares how adopting an agile and build for change approach using Pegasystems SmartBPM has led to significant business success at his organization and help teams work more closely together for business improvement.
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10/1/2009
Russell Keziere speaks with Adi Reski, Senior Product Manager for Wholesale Banking, just back from SIBOS, the international banking conference, held in Hong Kong last week. Adi describes the excitement and energy of the event, and describes an innovative pilot involving Bank of New York Mellon and Pegasystems shown at SIBOS supporting the new SWIFT standards for EBAM (electronic bank account management).
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9/18/2009
In this edition of the Build for Change Digest, host Russell Keziere speaks with Dan Curtin, a 23-year veteran of the insurance industry and Pegasystems Director of Insurance Frameworks who came back from a Pegasystems regional round table in Hartford CT called "Build for Change: Winning Through Business Agility". Dan describes the excitement that can come when industry professionals from top 10 companies candidly share the success they are having building for change. The is still space available for listeners in Charlotte on 9/23, Minneapolis 9/30, and Tampa 10/8 to join in future round tables. For more information and to register visit http://www.pega.com/roundtable or just visit www.pega.com and see the Events section under About.
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9/10/2009
Capgemini is a global systems integration and consulting firm and one of Pegasystems major partners that has helped customers profit from the promise of Build for Change. In this edition of the Build for Change Digest, John Mullen, Vice President, Capgemini Insurance with a focus on customer service transformation in financial services, speaks on how a Build for Change approach can help to improve customer experience and operational efficiency while leveraging legacy system functionality.
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8/19/2009
Eric Deitert, Director of Industry Marketing for BPO at Pegasystems, discusses a new era of trust that BPM can help bring to the Business Process Outsourcing (BPO) world.
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6/10/2009
Dr. Setrag Khoshafian, VP of BPM at Pega discusses the history and relationship between Lean, Six Sigma and BPM as well as the impact of real-time Lean BPM for the rapidly expanding world of outsourcing and multi-sourcing.
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6/5/2009
In his 2009 address to shareholders at Pegasystems Annual General Meeting, Alan Trefler comments on company's growth in tough economy, commitment to customer success, and the challenge and opportunity as leader to taking BPM to a whole new level.
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6/4/2009
Why are insurance carriers now focusing on driving new business? Gary Kirkham, Senior Director for Insurance at Pega explains why this trend has emerged, and how BPM can help insurers build a new business backbone to compensate for lost annuity revenue.
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5/15/2009
Does BPM benefit from the mainframe? Mark Replogle, VP of Component Development at Pegasystems, says yes. Mark discusses Pega's support for the new IBM z/10 series, and how the "huge pipes" of the mainframe can drive massive enterprise BPM backbones.
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4/29/2009
In this edition of the Build for Change Digest, Pegasystems' Russell Keziere and Steve Zisk discuss the most recent release of SmartBPM version 5.5. The new release has features which will please both business users and customer experience designer.
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3/19/2009
Interview with David Griffiths, Practice Director at the Pegasystems COE practice, on how insurers are turning to BPM to "wrap and renew" their legacy IT, building business agility and cutting costs at a time when they need it most.
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3/18/2009
Kelly Karlen and Jane Kearns of Blue Cross Blue Shield of Minnesota will be speaking at the Gartner BPM Summit, March 23 at the Sheraton in San Diego. In this interview, Kelly discusses their journey that brought business rules together with process.
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3/10/2009
Pegasystems 2008 earnings showed growth that more than doubles the industry average despite or perhaps because of the challenging economic times. Pegasystems CEO and Founder reflects on 2008 and offers his reasons for BPM's strong growth.
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2/25/2009
Live from the EU Gartner BPM Summit at the Royal Lancaster Hotel in London, Russell Keziere interviews conference workshop leader Derek Miers discuss the conference theme, "Survive, Thrive. Capitalize".
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2/11/2009
In this edition of the Build for Change Digest Russell Keziere interviews Eric Deitert, Director of BPO Solutions for Pegasystems on the unique challenges and opportunities for business process outsourcers in today's market.
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2/10/2009
Senior Director of Financial Services Solutions Willie Fox discusses how banks are able to thrive in turbulent market conditions by focusing on three key areas. Part 3 looks at operational efficiency and dynamic human resource management.
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2/9/2009
Senior Director of Financial Services Solutions Willie Fox discusses how banks are able to thrive in turbulent market conditions by focusing on three key areas. Part 2 looks at legacy IT renewal using a wrap and replace approach.
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2/5/2009
Senior Director of Financial Services Solutions Willie Fox discusses how banks are able to thrive in turbulent market conditions by focusing on three key areas. Part 1 looks at customer experience management.
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2/2/2009
Pegasystems VP of Fraud and AML, Charles Thiel discusses the impact of FACT Act and red flag alert requirements for the financial services and heatlhcare institutions and how a smart triage approach helps meet these requirements.
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1/15/2009
Thomas Kaufmann, head of Pegasystems Center of Excellence practice discusses how the right tools and methodology can make a real difference in your BPM success.
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1/8/2009
The Single European Payment Area seems to have been forgotten in all the recent market turmoil. In this edition of the Build for Change Digest, Pegasystems James Clark speaks with Russell Keziere on why it is a good time to plan on using BPM to help build a SEPA advantage.
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1/1/2009
Pegasystems Financial Services Consultant James Clark has been in the banking field for over thirty years, in Britain, the Middle East and France. He takes a look at the year ahead in banking.
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11/25/2008
This special edition of the Build For Change digest features a rebroadcast of the Q3 2008 Pegasystems Earnings call with CEO Alan Trefler and CFO Craig Dynes. The call, recorded on Nov. 7, is included in its entirety.
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11/25/2008
Elizabeth Hart, Senior Director for Healthcare Solutions talks about two Pega customers who received prestigious customer service excellence awards last week at the annual Service Quality Measurement awards.
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11/24/2008
Interview with Stephen Zisk, BPM Marketing Manager of Pegasystems on the new Federated Business Frameworks. What do these frameworks offer for the distributed enterprise, and how do they enhance an organization's BPM Best Practices?
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10/13/2008
In this edition of the Build for Change Digest, Russell Keziere speaks with Thomas Harrington, Insurance Marketing Manager at Pegasystems on the insurance content at PegaWORLD. Thomas discusses keynote addresses, customer case studies, networking opportunities and general industry themes.
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10/7/2008
In this edition of the Build for Change Digest, Russell Keziere speaks with Regan Wong, Financial Services Marketing Manager at Pegasystems, on the Financial Services information at PegaWORLD. Regan discusses keynote addresses, customer case studies, networking opportunities and general industry themes.
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10/3/2008
In this edition of the Build for Change Digest, Russell Keziere speaks with Dave Vidoni, Senior Product Manager at Pegasystems, on the many training sessions on offer at PegaWORLD 2008.
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10/2/2008
In this edition of the Build for Change Digest, Russell Keziere speaks with Melinda Mogel, Healthcare Industry Marketing Manager at Pegasystems on the healthcare buzz at PegaWORLD. Melina discussed key customer case studies, networking opportunities and general industry themes.
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9/29/2008
Interview with Stephen Zisk, BPM Marketing Manager of Pegasystems on their new announcement of a BPM Platform as a Service. How will this help business transformation grow across a distributed enterprise?
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9/26/2008
Interview with Reetu Khosla, Director of Pegasystems Financial Crimes Management practice on the profile of AML and Fraud at the recent SIBOS Conference in Vienna.
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Services Overview
Assessment
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