What if you could set your business goals for customer interaction and have your systems automatically meet those goals by driving the process for the right customer at the right time? What if your business processes weren’t focused on specific departments or channels, but were truly customer-centric and bridged your entire enterprise? And, what if you could introduce new products, services, and operational procedures within weeks instead of months? The result? The ability to transform your customer service operation and achieve quantum leaps in retention, productivity, and growth.
What if you could set your business goals for customer interaction and have your systems automatically meet those goals by driving the process for the right customer at the right time? What if your business processes weren’t focused on specific departments or channels, but were truly customer-centric and bridged your entire enterprise? And, what if you could introduce new products, services, and operational procedures within weeks instead of months? The result? The ability to transform your customer service operation and achieve quantum leaps in retention, productivity, and growth.
Many organizations are unable to fully realize their customer service vision because of gaps between their business goals and their customer service operations. In this session, we will examine these gaps, explore the merits of traditional approaches to addressing key service initiatives, and discuss how organizations have used “smart” business process management (BPM) to unify their business decisions and policies with their operations and systems to achieve:
- Value-oriented customer retention
- Rapid introduction of new products, services, and operational procedures
- End-to-end process automation that bridges organizational stovepipes
Speaker Bios
Amy Bethke, Director of Product Management, PegasystemsAmy Bethke is Director of Product Management at Pegasystems, where she is responsible for the company’s customer service product offerings. Amy has held engineering, product management, product marketing, customer support, and business analysis positions in the software industry since 1987.
Esteban Kolsky, Senior Research Analyst, Gartner Inc. Esteban Kolsky is a Principal Analyst and Research Director in Gartner Research, where he focuses on customer relationship management (CRM), Customer Service, eService (customer service over the internet), and e-business. He coined the model and concept for the Customer Interaction Hub while at Gartner. Mr. Kolsky has over 18 years of experience, with eight years in technology and strategy consulting in customer service, CRM, help-desks, and Internet-based and e-business applications. Prior to joining Gartner, Mr. Kolsky founded a company that invented a new architecture to provide point-of-need customer service. He earned a bachelor’s degree in computer information systems from the California State Polytechnic University in Pomona.
