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Interviews

174 results
of 17
Contributor: Roop Singh
Posted: 11/21/2016
Roop Singh

The ongoing challenge for the industry is to discover ways to deliver new business models via enabling processes in a rapidly evolving marketplace. How do we deliver products and services for the future and what's really going to be in demand a year, two years, five years from now? Given the cost of delivering those, what will margin’s look like? Even looking at the industry holistically, where are we relative to the competition?Read more

Contributor: Kurt Knoth
Posted: 10/20/2016
Kurt Knoth
The PEX Nextwork's 5th Annual Business Process Excellence Summit provides the USA’s ultimate guide to innovating across the enterprise and reinventing business models to achieve true performance excellence. The event kicked off with a   dedicated healthcare focus day on how to improve quality, patient safety and efficiencies. The PEX... Read more
Contributor: Andrea Charles
Posted: 10/10/2016
Andrea Charles
At the PEX Nextwork's 5th Annual Business Process Excellence Summit, the Process Excellence Network interviewed Robert Quinn, Senior Director Process Excellence, American Water on how Process Excellence is supporting the Customer Experience and how American Water is leveraging the Voice of the Customer (VoC) and journey mapping to achieve... Read more
Contributor: Andrea Charles
Posted: 10/05/2016
Andrea Charles

There was a heatwave in San Francisco last week but it wasn't the only thing that was sizzling. The PEX Nextwork's 5th Annual Business Process Excellence Summit was also taking place in the city. This annual event provides the USA’s ultimate guide to innovating across the enterprise and reinventing business models to achieve true performance excellence and featured key speakers including eBay, IBM and General Motors. I was lucky enough to catch up with Steven Carleton, COO, Global Shipping eBay Inc on day one, ahead of his presentation on how eBay embed the customer into the heart of enterprise operations.Read more

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
174 results
of 17