For most people, making a customer call is an extremely frustrating experience. It is often plagued with disconnected transfers, loss of context, or poor agent response. Why do these things keep on happening? Alexandre Nevski offers the truth about these customer calls by offering a glimpse of what is really happening behind the scenes of […]

Struggling to balance automation with the need for flexibility? In this episode of Innovation Tales, host Alexandre Nevski shares a story from his own experience, highlighting how dynamic case management technology gave one organization the best of both worlds. By focusing on real-time collaboration and data-driven insights, they improved customer service while gathering critical information […]

A significant number of digital transformation projects fail not due to a lack of resources but simply because of wrong prioritization. Sourav Chakraborty of Crescere Analytics is here to discuss how digital leaders can increase their likelihood of success by prioritizing outcomes, executing with speed, and communicating proactively. Sharing two real-life examples, he explains how […]

Monitoring and analyzing how work is actually done in your organization can be an overwhelming task to accomplish. Brian Kelleher, Senior Director of Product at Pegasystems, goes beyond the traditional performance tracking approaches against a predefined set of indicators through process and task mining. Joining Alexandre Nevski, he explores how some leaders leverage and combine […]