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Link: The pragmatic approach to transforming customer service - Interview with Mike Upton of First Tech Credit Union
In this podcast episode, from First Tech Credit Union, shares practical approaches to delivering high-quality service and driving transformation within the organization. He emphasizes the importance of focusing on employees to create a seamless and delightful experience for customers. The transition from Salesforce to Pega's business processing automation helped automate workflows, reduce errors, and connect front and back-office operations. By making incremental improvements and solving specific problems, the organization achieved substantial cost savings and improved member experiences. The article also highlights their journey towards personalization and the need to operationalize it effectively. Mike emphasizes the significance of change management and the role of staff engagement in successful technology implementati...
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