PW 2013 Presentation: Driving Customer Centricity through Process Excellence at Telstra

To stay ahead in this world of accelerating change, CSPs need to become more responsive to customer needs, more efficient, and more agile. In this session Telstra will share how Pega’s Build for Change® technology is helping them transform the customer experience using a process-centric approach. In this session you will learn:

  • Telstra’s vision for transforming the Customer Experience using a process-centric approach
  • How BPM plays a critical role in driving customer experience initiatives at Telstra
  • How Telstra is using case management to streamline the ordering experience