PW 2014 Video: Turning Big Business into Big Business — How Telecom Italia is Redefining the B2B Customer Experience with CCSTOP

DANILO DE ANGELIS, HEAD OF IT CRM APPLICATIONS DOMAIN, TELECOM ITALIA
GOFFREDO SDRUBOLINI, HEAD OF CUSTOMER CARE BUSINESS, TELECOM ITALIA

To succeed in the Enterprise/B2B market, Telecom Italia needed to become more responsive to requests from their largest clients and bring new B2B products to market more quickly. Faced with an aging, siloed CRM infrastructure, Telecom Italia created a new "customer-centric system for top customers" using Pega's technology. This system provides business users with a single environment on top of which they can build converged, next-generation services for their largest clients.

In this session you will learn:

  • Telecom Italia's architectural approach to simplifying their product-centric CRM infrastructure into a single, unified system
  • How they are evolving their CRM infrastructure to a more agile platform without massive data migrations
  • Approach to adopting agile methodology within an organization familiar with classic software application delivery approaches