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Recent Banking Survey – Missed Opportunity to Improve Customer Experience
The following paragraphs are extracts from a recent survey done by Pegasystems into how the banking industry are not meeting the service expectations of their customers. …more than half of those...
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How to Become a Customer Driven Organisation
I recently wrote a post on a survey about the state of Customer Experiences in the Banking industry. It identified a high proportion of customer dissatisfaction with regards their overall banking...
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“Walk in my shoes”– Vendor/Stakeholder Relationship Strategies
We have all heard the expression about walking a mile in someone else’s shoes, but how often do we demonstrate this concept when dealing with customers, suppliers, partners and stakeholders? First...
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A Guide to Beating the IT Recession Blues
IT spending is often an issue for any organisation, but especially in harsh economic times it is even more important to see what benefit IT brings to the business. This report looks at the degree to...
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Comparison of Zachman, TOGAF and PeaF – Survey Results
I am continually faced with Organisational and IT related complexity of customers I work with on a daily basis. As most readers would know, the fundamental purpose of an EA Framework (and associated...
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Insurance IT Budgets 2009 – Strategic Planning vs Tactical Gains
The Insurance Industry, as with all other industries, are under pressure to reprioritise their business plans and initiatives as a result of the current economic climate (see previous post). They are...
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A 15 min BPM Workout – Lombardi
As someone who works with customers to deliver business value through BPM, I have definitely noticed an increased interest from organisations exploiting existing BPM investments as well as those that...
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Free SOA and BPM Webinar Roundup
There has been a lot of talk in the press recently about SOA and BPM and convergence. In a recent article from Joe McKendrick entitled ‘Will vendors finally force SOA and BPM to mingle?‘ the following...
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BPM Centre of Excellence – Strategic & Tactical Value Explained
Foreword: Having recently completed the design and implementation of an operational BPM Competency Centre for a Global Insurance company, I thought I would share a bit of my recent experience on the...
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Focussed Business Strategy is making a Resurgence
In recent months there has been a noticeable resurgence in the need for Business Architecture at both tactical and strategic levels. In my experience, there are many Enterprise Architects (EA’s)...
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