Blog By Author: Tom Erskine

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...
 

Creating Top-Line Value through Customer-Centric Order Management

Oct 02 2012 | Author: Tom Erskine
In retail/B2C order management, it is surprising that some Communications Service Providers (CSPs) continue to invest in playing checkers when they should be learning how to play chess.  Most CSPs continue to invest in “operational order managemen...
Posted In: Customer Service

Why Are We Talking (Only) to Each Other About the Customer Experience?

Mar 05 2012 | Author: Tom Erskine
The lines are beginning to blur between communications and other major service industries such as banking and healthcare, creating a seismic shift in our market which will have a profound impact on the growth of many Communications Service Providers (CSPs...
Tags: CRM, customer satisfaction, CPM, Customer Centricity, Communications, media

Social Isn’t the First Evolution in Customer Service, and it Won’t Be the Last

Jun 15 2011 | Author: Tom Erskine
“What’s your social strategy?” is now the “in” question for customer service executives at Communications Service Providers.   The explosive growth of social media has driven providers to re-think their customer service strategies, and...
Tags: Social Media, communications service providers, CSP, CSPs, Communications, Tom Erksine

Communications Service Providers: Take Note, It's Time for a New Approach

Apr 18 2011 | Author: Tom Erskine
We all have heard the saying that the definition of insanity is “doing the same thing over and over and expecting a different result”.  By those standards, I’d argue that many of today’s IT executives in the Communications Service Provider sp...
Tags: Agility, Tom Erskine, CSPs, Insanity

Maximizing Your Investment When "Buying the Cloud"

Mar 08 2011 | Author: Tom Erskine
For Tier 1 service providers looking for ways to re-invigorate growth and generate improved returns on invested capital, the 20%+ CAGR in cloud services must look pretty tantalizing.  The ability for service providers to harness these services and co...
Tags: Verizon, Erskine, Terramark, CSP

4G – Fantastic capability, but let’s talk services

Dec 20 2010 | Author: Tom Erskine
Want to stump a panel of mobile carrier executives?  Ask them about 4G service innovation.  There I was, listening to representatives from Sprint, Verizon and AT&T discuss the remarkable speed and capacity of their new 4G networks.  Th...
Posted In: BPM | Tags: 4G, communications service providers, Verizon, AT&T, Sprint

Agility: More than Just a Buzzword

Dec 08 2010 | Author: Tom Erskine
At Pega, we think change in the communications and media market is not only rapid, but accelerating.  As a result, the “old way” of building, implementing, and changing business support (BSS), operational support (OSS), and customer relationship ...
Posted In: BPM | Tags: Agility, Comcast, Level3

How to Delight Customers After They Say Yes

May 24 2013 | Author: Tom Erskine
"Yesterday you were a prospect, today you are a client." It’s an old saying regarding the quality (or lack thereof) of customer service that customers get after the order. Unfortunately, in the B2B communications market, it isn’t a joke — research h...
 

Three Practical Ways Communications Service Providers Can Reduce Customer Churn

May 24 2013 | Author: Tom Erskine
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 ...
 
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