As organizations continue to focus on putting the customer in the center of everything they do, identifying and optimizing upstream and downstream processes that affect the customer experience is critical to success. In this session, we’ll learn how a leading global professional services organization extends CRM with Service Cloud and a case management framework to create fluid, seamless processes to run their Risk & Independence function while increasing transparency. Half of all newly created requested are auto-generated, driving resolution from weeks to hours. Come hear how PwC transformed this business process by digitizing it while being mindful of the employee experience design.
