Reinventing customer experiences with BPM: London Borough of Southwark/Vangent

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/.