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Transforming your Customer Experience: The Psychology that Drives Differentiation – In association with Sentis

Transforming your Customer Experience: The Psychology that Drives Differentiation – In association with Sentis

This white paper explores how to create systems and processes that efficiently and effectively serve the customer, as well as identifying the human factors that drive the highest quality customer experiences.

Learn how to apply these principals to your company to improve your customers experience

[Infographic] Top Investment Areas for FS Organizations in 2016

[Infographic] Top Investment Areas for FS Organizations in 2016

Ahead of the Operational Excellence in Financial Services Summit in March, 2016, we've put together this exclusive infographic, which reveals an inside look at which solutions Financial Services organizations are adopting to support projects and initiatives to drive to Operational Excellence (OpEx), but importantly what’s on their Investment Wish Lists for 2016.
FS practitioners currently rate the success of their OpEx programs at 6.5 out of 10. Encouraging signs of OpEx maturity compared to the cross-industry OpEx success rate of 6.1 out of 10. But through our Annual PEX Network survey, we have attained exclusive insight into the key methodologies and solutions for the next 12 months. 
Business Process Management (BPM) remains the number one solution currently being used and being planned for investment in 2016 by financial organizations.
Driving sustainable enterprise wide transformation through OPEX

Driving sustainable enterprise wide transformation through OPEX

PEX Network has surveyed over 900 Operational Excellence executives to understand the most ground breaking trends facing the OPEX community. Including biggest challenges, largest investment areas, focus of OPEX departments in 2016 and what factors most contribute to success.

How Citi are using technology and process improvement to better Business Process Management (BPM)

How Citi are using technology and process improvement to better Business Process Management (BPM)

Jim Ford, Managing Director of Finance Reengineering at Citi, says that a holistic approach is necessary to achieve true BPM. In this Profit through Process podcast, Ford joins Six Sigma IQ to discuss how the international financial conglomerate is using technology and process improvement as a driver to better Business Process Management (BPM). He also offers some examples of the most successful process management initiatives at Citi
The Evolution of IT Architecture: Conversation with Leo Shuster, Director IT Architecture at Nationwide Insurance

The Evolution of IT Architecture: Conversation with Leo Shuster, Director IT Architecture at Nationwide Insurance

“The last twenty years, the evolution of IT has been tremendous,” Leo Shuster, Director IT Architecture at Nationwide Insurance.

 “We’ve gone from running applications that weren’t connected that ran on their own desktops […] to applications that are completely connected to web-based interfaces.” The vast leaps forward in computing power, Shuster argues, have driven wide ranging changes in the way that computer and software is built, used, and deployed in enterprises, but many of the new ideas have grown out older ones.

In this PEX Network video interview, Shuster discusses how the industry has evolved over the course of his career, where Business Process Management fits in, and how the convergence of technologies like mobile, big data and social are driving unprecedented innovation in the enterprise.

Knowing your Customer

Knowing your Customer

Have your strategies progressed in the last couple of years?

Download Now - A presentation by Craig Parfitt, Head of Analytics and Management Information, ACE European Group Ltd

  • Understanding the customer, treating them fairly, and applying knowledge to offer them your most appropriate products.
  • Building a view of the customer in a production environment that is operationally focused can be trying at best.
  • Behind all of this work remains the actual driver – the customer; are we dealing with our customers fairly, are we offering them the right products, are there other products that may be of interest?
Establishing a Quality Service Delivery Model at Canada's TD (Transcript)

Establishing a Quality Service Delivery Model at Canada's TD (Transcript)

How can you engineer a shift to get people to start thinking about the bigger - end to end - process?

In this PEX Network interview, Leslie Behnke, VP Process Improvement and Service Quality at TD, tells of the journey to end to end thinking at the banking group. She explains how she has implemented a Quality Delivery Model focusing on speed, accuracy, cost and risk avoidance and talks about the cultural shift required.

Establishing a Quality Delivery Service Model at Canada's TD

Establishing a Quality Delivery Service Model at Canada's TD

How can you engineer a shift to get people to start thinking about the bigger - end to end - process? In this PEX Network video interview, Leslie Behnke, VP Process Improvement and Service Quality at TD, talks about the journey to end to end thinking at the banking group, explains how she has implemented a Quality Delivery Model focusing on speed, accuracy, cost and risk avoidance and talks about the cultural shift required.

AIG on how to create a 'Unique Customer Experience'

AIG on how to create a 'Unique Customer Experience'

In an Accenture survey published last year, over 90% of insurers said then that they believed that future growth in their business depends  on providing a special customer experience. But delivering differentiated products and customized services is easier said than done.

Enter big data, mobile technology and business process excellence.

In this Process Perspectives podcast, Art Drake, Vice President - Transformation Management Office at AIG Benefit Solutions, discusses what’s driving the increasing focus on creating a unique customer experience in insurance and describes how process excellence and big data analytics can help.

Achieving Exceptional Results with the Lean Six Sigma Continuous Improvement

Achieving Exceptional Results with the Lean Six Sigma Continuous Improvement

Leslie Behnke, Vice-President, Process Improvement & Service Quality, TD Canada Trust
Business Process Excellence for Financial Services Conference 2013
Advice from the Trenches: Interview with John Tesmer on the Big Questions of Benchmarking

Advice from the Trenches: Interview with John Tesmer on the Big Questions of Benchmarking

Benchmarking can be beneficial for any organization, yet it is fraught with many challenges. In this interview, John Tesmer, director of Open Standards Benchmarking at APQC, offers insights and advice on how to overcome some of the common challenges of benchmarking.
Business Process Excellence at the Federal Reserve Bank of New York

Business Process Excellence at the Federal Reserve Bank of New York

Business Process Excellence at the Federal Reserve Bank of New York isn’t quite so different from process improvement methods at any company, Brian Watson Senior Business Partner-Business Process Excellence Office at the FRBNY tells us in this exclusive interview. He explains that he sees the role of business process excellence professionals as vision facilitators, helping people to see that what they do is a process and see how they can improve it. He describes the methodologies employed at the FRBNY and how their BPE efforts grew from a small pilot to organisation wide efforts.
Improving the customer experience in the digital age: Interview with Ian Worley, Morgan Stanley

Improving the customer experience in the digital age: Interview with Ian Worley, Morgan Stanley

The ways in which customer interact with companies has moved on significantly in the last ten years. Little more than a decade ago, an organization was on the cutting edge if it had a website through which it sold a few products. Fast forward a few years and now an organization would be seen as technologically backward if it didn’t have some form of web presence and eCommerce facility. And now,....
Building a "better bank": Interview with TD's VP Process Improvement and Service Quality

Building a "better bank": Interview with TD's VP Process Improvement and Service Quality

TD Bank Group’s strapline is “to be the better bank”. So just how does process excellence help this Toronto-headquartered company’s 85,000 employees achieve it?
Gaining Transparency, Agility and Efficiency (Required or Optional for business growth …)

Gaining Transparency, Agility and Efficiency (Required or Optional for business growth …)

Vinod Jain, Vice President - Strategist, BNY Mellon
Business Process Excellence for Financial Services Conference 2013
Deploying BPM in a Rapidly Changing Business Environment: An OTP Bank Romania Case Study

Deploying BPM in a Rapidly Changing Business Environment: An OTP Bank Romania Case Study

IQPC speaks with Codin Caragea, BPM director for OTP Bank Romania, who discusses the operational excellence developments within his organization over the last 4 to 5 years.

Caragea reflects on how the rapid growth of his organization had led to the initiation of a BPM program to help drive operational excellence, as well as how his organization has refocused its efforts to improve the customer experience in order to distinguish itself among the competition.

You will hear how OTP Bank Romania is sustaining the successes of this program and what it plans to do to further its BPM initiative over the next couple of years.
Integration, Agility and Driving Value at BNP Paribas

Integration, Agility and Driving Value at BNP Paribas

Lionel Loiseau, Head of the BPM Competency Centre at BNP Paribas, joins Finance IQ to talk about Business Process Management (BPM) in Financial Services. He explains the importance of BPM for BNP Paribas and outlines the key first steps in setting up a BPM Competency Centre.

The interview then takes a look at people and change management in terms of winning hearts and minds to deliver enterprise-wide success. Lionel also sums up the BPM Competency Centre's most remarkable achievements and gives us a taster as to what’s coming next. And finally, we ask him to give a ‘60-second elevator pitch’ to sell a BPM programme to a CEO.
How Business Transformation can better align your organisation’s business with its customer

How Business Transformation can better align your organisation’s business with its customer

In this Profit through Process podcast, Thom Keehan, Business Transformation Leader for GE Capital Banking Romania, speaks to Six Sigma IQ on how to leverage Business Transformation for better alignment of your company's business with its customer.
Balance Scorecard Business Metrics: How it Works

Balance Scorecard Business Metrics: How it Works

Sam Chari, Vice-President of Global Operations discusses how Balance Scorecard Business Metrics work and what benefits it can bring your organisation
Jorge Rosas, Corporate Development Vice President, Quality Manager at Chubb Group

Jorge Rosas, Corporate Development Vice President, Quality Manager at Chubb Group

This podcast will provide you with tips and advice for beginning your BPM journey. We speak with Jorge Rosas, Corporate Development Vice President, Quality Manager at Chubb Group of Insurance Companies and ASQ CQE, who discusses how his organization determined the right BPM solution for its business process reengineering efforts.
The CIO’s Guide to Business Transformation with Process Automation

The CIO’s Guide to Business Transformation with Process Automation

Organizations everywhere are facing disruption. We’ve entered full steam into the age of the customer; growing expectations, new digital capabilities and increasing demands from employees to have more flexibility in how they work require major changes in how enterprises run their businesses. The disruption for IT is great, but there are ways you can move forward without throwing away everything you’ve built so far.
Exclusive Interview with David Hadd, SVP Continuous Improvement, Webster Bank

Exclusive Interview with David Hadd, SVP Continuous Improvement, Webster Bank

David Hadd, SVP Continuous Improvement, Webster Bank shares his insight on 3 pillars of continuous improvement - people, process and technology.
One Step Ahead with Digital Transformation

One Step Ahead with Digital Transformation

Lukas Hebeisen, Head of Implementation & Digital Transformation at Swiss Post Solutions, outlines the benefits and advantages of digital transformation in document and information management for corporations.

Download the full article 

Download the full article to be Rrevolutionized

Download the full article to be Rrevolutionized

Intelligent automation in document management helps save costs, improves efficiency and keeps both customers and employees happy, says Jörg Vollmer, head of Swiss Post Solutions, member of the board of management of Swiss Post and an expert in this field. In this interview with Mr. Vollmer, find out how SPS assists organizations in digitizing their documents.
 The role of robotics in the bank of the future

The role of robotics in the bank of the future

Document management in the digital age can be a source of great efficiency gains for financial institutions, but achieving it requires a willingness to invest in futuristic technology.

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Survive & Thrive: 9 Emerging Business Process Pillars

Survive & Thrive: 9 Emerging Business Process Pillars

GDPR: It's Not Just for Europe Anymore What is it? It’s the European Union’s General Data Protection Regulation (GDPR), and it will come into effect in May 2018. The regulation dramatically changes the way data must be handled and processed in the European Union, and it includes fines of up to the greater of €20 Million or 4 percent of corporate annual revenue for companies that do not comply.

General Data Protection Regulation (GDPR)

General Data Protection Regulation (GDPR)

The implementation of the General Data Protection Regulation (GDPR) is causing difficulties for many companies. Although they only have until May 25, 2018, most companies have not moved beyond isolated solutions to date. This white paper shows how iGrafx’s solutions can be used to model, analyze, optimize and automate business processes to achieve complete compliance and implement the General Data Protection Regulation (GDPR) for all processes in a company.