Presented By: Diane M. Martin, Director, Technology Services Internal Sales & Service Center, Nationwide Financial; and Chris Codelli, Regional VP, NICE Systems
On Demand Date: May 2011
If your business is like most, change is the only constant. Companies that strive to improve customer satisfaction and maximize revenue opportunities, while keeping up with their ever changing business environment, will find 'Citizen Development', an effective strategy to achieve their business objectives. "Citizen Development" is a unique way for organizations to create new business applications for consumption by others from scratch, in parallel with IT and its governance. This shift gives power to the end users while freeing IT resources to focus on strategic initiatives
Nationwide Financial is a leading provider of Annuities, Life Insurance, & Retirement plans. In their market, conditions can change in an instant, making for a dynamic operating environment. Nationwide’s customer service and sales departments found they could not be responsive to their customers when they had to wait for their IT department to make changes; until, through a series of process and tools, they were able to take control and make the required changes themselves.
Listen to this webcast to learn:
- More about the Citizen Development methodology
- The best way to quickly adapt to ever-changing market conditions in real time
- How to improve your customer satisfaction through increased business agility
You will hear about the solutions Nationwide used to help impact customer interactions in real time, through next-best action agent guidance, cross- and up-sell recommendations and process automation.
About the Presenter
Diane Martin has been with Nationwide® for 22 years. The first 10 years of her Nationwide career was in IT Systems in which she worked in various areas within Nationwide (Nationwide Insurance P&C, HR/Payroll, and Nationwide Financial Annuities). In 2000 she was part of a team that re-engineered the Nationwide Financial Life and Annuity service center looking at both processes and technology. In 2005, the service center and sales center came together to form Nationwide Financial Internal Sales & Service center (ISS). As Director of Technology Services, she leads the teams that are responsible for the telephony, reporting, citizen development, and PC Support for ISS. Diane graduated Summa Cum Laude from Franklin University (Columbus, Ohio) with a Bachelor’s degree in Computer Management.
Please sign in below to listen to this webcast.