reinventing customer experiences with BPM

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now listen to five case study interviews

Watch and listen to our series of 30-minute interviews with leading BPM practitioners who share their insights and advice on their approach to using BPM to improve their customer experience.

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Case study 1: Irish Life

Paul O'Neill, Head of IT and New Developments at Irish Life Corporate Business talks about the programme Irish Life has put in place to significantly improve service quality and business effectiveness.

Case study 2: Pinnacle People

Matt Brook, Head of Infrastructure at Pinnacle People talks about how it's supporting an innovative new business approach in its field (delivering welfare-to-work programmes for the UK Government) with BPM.

Case study 3: Carphone Warehouse

Chris Jones, Head of Operations at Carphone Warehouse talks about the in-store system it's rolled out to retail staff which gives them up-to-date process knowledge whenever they need it, and the business impact this has had.

Case study 4: HML

Paul Swinson, Programme Manager and Niki Quick, IT BPM Manager at Homeloan Management Ltd (HML) talk about how it's using BPM to not only improve client service but also manage variations in clients' expectations in service and process.

Case study 5: Vangent / London Borough of Southwark

Adrian Blair, Head of Professional Services and ICT at Vangent talks about the work it's doing with its BPO client London Borough of Southwark to deliver truly excellent customer-centric services.

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When we ask organisations which business areas are most important for process improvement, we see strong consistency in responses: the areas which touch the customer.

Organisations are realising that their current CRM investments haven't enabled them to deliver the customer experiences they want to deliver. There's growing realisation that an outside in, customer-focused view can yield valuable insights and highlight opportunities for improvement in a way that the inside out perspective typically taken by yesterday's CRM implementations couldn't.

Watch this webinar presentation to understand how BPM initiatives and technologies can help drive customer experience improvement, and learn from a series of in-depth case study interviews with business and IT leaders who have already invested in BPM to drive improvements for their customers.

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