In this 34’00” podcast episode, MWD Research Director Neil Ward-Dutton talks to Adrian Blair, Head of Professional Services and ICT at business process outsourcing provider Vangent about its use of BPM technology and techniques at UK local government authority London Borough of Southwark.

Vangent has used BPM technology and techniques as an integral part of an innovative customer service offering to London Borough of Southwark residents called OneTouch. OneTouch enables customer service representatives to proactively assist residents with complex service requests and issues, and is delivered seamlessly across multiple channels – leading to a huge improvement in reported customer satisfaction levels.

This podcast is the audio portion of an interview that MWD conducted as part of its online, on-demand event “Reinventing customer experiences with BPM”, which is sponsored by Pegasystems, Appian, Global 360 and Nimbus Partners. You can find more content on this topic at the event website: http://www.mwdadvisors.com/events/bpmcxi/.

In this 29’26” podcast episode, MWD Research Director Neil Ward-Dutton talks to Paul O’Neill, Head of IT and New Developments at Irish Life Corporate Business about the company’s BPM initiative.

Irish Life Corporate Business has used BPM technology and techniques to make significant improvements in its customer service processes, with major productivity uplifts as well as big improvements in reported customer satisfaction levels.

This podcast is the audio portion of an interview that MWD conducted as part of its online, on-demand event “Reinventing customer experiences with BPM”, which is sponsored by Pegasystems, Appian, Global 360 and Nimbus Partners. You can find more content on this topic at the event website: http://www.mwdadvisors.com/events/bpmcxi/.

In this 35’15” podcast episode, MWD Research Director Neil Ward-Dutton talks to Paul Swinson, Programme Manager, and Niki Quick, IT BPM Manager at mortgage servicing provider HML about the company’s BPM initiative.

HML has used BPM technology and techniques to significantly improve the efficiency and quality of the credit management processes it operates on the behalf of multiple financial institution clients.

This podcast is the audio portion of an interview that MWD conducted as part of its online, on-demand event “Reinventing customer experiences with BPM”, which is sponsored by Pegasystems, Appian, Global 360 and Nimbus Partners. You can find more content on this topic at the event website: http://www.mwdadvisors.com/events/bpmcxi/.

In this 33’29” podcast episode, MWD Research Director Neil Ward-Dutton talks to Chris Jones, Head of Business Operations at leading technology retailer Carphone Warehouse about the company’s ‘How2’ initiative.

Carphone Warehouse has used BPM technology and techniques to create a knowledge sharing tool for use by sales staff in its retail stores. How2 provides an interactive reference guide for sales staff and ensure that the customer experience is consistently excellent.

This podcast is the audio portion of an interview that MWD conducted as part of its online, on-demand event “Reinventing customer experiences with BPM”, which is sponsored by Pegasystems, Appian, Global 360 and Nimbus Partners. You can find more content on this topic at the event website: http://www.mwdadvisors.com/events/bpmcxi/.

In this 29’23” podcast episode, MWD Research Director Neil Ward-Dutton talks to Matt Brook, Head of Infrastructure at Pinnacle People about Pinnacle People’s BPM initiative.

Pinnacle People has used BPM technology and techniques to create an operating platform for the company that helps ensure Pinnacle People is able to deliver – and demonstrate – service excellence and continuous improvement in helping the unemployed in the UK back to work.

This podcast is the audio portion of an interview that MWD conducted as part of its online, on-demand event “Reinventing customer experiences with BPM”, which is sponsored by Pegasystems, Appian, Global 360 and Nimbus Partners. You can find more content on this topic at the event website: http://www.mwdadvisors.com/events/bpmcxi/.