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Interviews

170 results
of 16
Contributor: Matthew Calkins
Posted: 09/08/2016
Matthew Calkins

Automating processes should increase efficiency and cycle times, but it may also make it more difficult to change processes as requirements change and force people to find workarounds to their existing systems. Appian CEO and Chairman Matthew Calkins on why it's time for the BPM industry to think less about being a "work automation platform" and more about being a "work facilitation platform."Read more

Contributor: Andrea Charles
Posted: 09/08/2016
Andrea Charles

As customers demand more, the insurance industry has to listen or lose out. An effective voice of the customer programme (VoC) will not only create an environment for continuous improvement, but also provide a competitive advantage in an increasingly crowded market. With more insurance companies conducting their own customer research, Andrea Charles from the PEX Network spoke to Lisa Schilling, RN, Vice President, Health Care Performance Improvement, Kaiser Permanente, about bringing the voice of the customer into the heart of the process to remain competitive in the digital age.Read more

Contributor: PEX Network Staff
Posted: 09/07/2016
PEX Network Staff
PEX Network recently spoke to Appian CEO, Matt Calkins for our industry report, 'Drive strategic performance through Process Excellence'. The conversation focused on the continued growth of Process Excellence on the business agenda, and it's recent progression into the C-Suite board room.The conversation offered up key insights from... Read more
Contributor: Andrea Charles
Posted: 09/02/2016
Andrea Charles

Ahead of the 3rd Annual Operational Excellence in Insurance, the PEX Network caught up with key speaker Allstate’s CI Methodology Lead, Howard Grunwell to get a snapshot into how the company is responding to customers’ changing expectations and transforming the customer experience.Read more

Contributor: Andrea Charles
Posted: 08/16/2016
Andrea Charles
Darren Olson is Director of Consumer Innovation, UPMC Health Plan. Under his leadership, the Consumer Innovation Department has grown significantly in both size and scope, representing expertise in human-centered design, visual design, product and service design and experience strategy.In this exclusive PEX Network interview, Olson shares some of... Read more
Contributor: Andrea Charles
Posted: 08/11/2016
Andrea Charles
"Digital transformation means providing all our clients the possibility to interact with us via the channel they want, when they want. As a client experience leader, we will follow the client journey across all interaction channels.” - Benoit Gowigati VP, Performance and Operational Excellence at Desjardins General InsuranceYou think you are ready... Read more
Contributor: Marc Gray
Posted: 06/21/2016
Marc Gray 2
Digitally savvy millennials – the cohort of people born sometime in the 80’s up until about 2000s – have come of age in the time of Apple, apps and the Internet. They expect things to be fast, on demand and easy to use. So as this generation enters the workforce and higher education, what are the new demands being placed on processes and... Read more
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Posted: 05/25/2016
Rafaella Binachi
Creating a seamless experience for your customers across all the different platforms – website, mobile app, social platforms, in-store, broker network, etc. - through which they interact with your company is not easy. Company cultures, departmental siloes, lack of digital skills, and IT backlogs top the list of challenges. But the benefits of... Read more
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Contributor: Jarkko Vuorikoski
Posted: 05/18/2016
Jarkko Vuorikoski
“To a bank, for something simple like a mortgage, the customer comes in and wants a mortgage,” observes Jarkko Vuorikoski, First Vice President at Danske Bank. “But actually, there’s no customer who wants a mortgage. They want to buy a home.” In this interview, Vuorikoski explains how the bank is using that insight to improve end to end... Read more
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Contributor: Maria Pamment
Posted: 05/18/2016
Maria Pamment
Getting buy in from executives and managers is a critical part of any process excellence program. Without the engagement and enthusiasm of staff, a program will not succeed. “At each level you need to align it to the corporate imperative but take it down to a level that’s more real for that particular functional group,” says Maria Pamment,... Read more
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170 results
of 16