PegaWORLD 2012 Presentation: How JPMorgan Chase is Blending Case Management and CPM for Inquiry Management

JPMorgan Chase developed an innovative solution for inquiry management by combining the capabilities of CPM with case management. The solution allows them to quickly introduce new inquiry types, customize language and values to specific teams, support inputs from multiple channels, and capture client interactions with a single touch. Come to this session to learn how JPMC is using this PRPC solution to deliver a consistent user experience across channels and to generate a set of consistent, measurable business metrics.

In this session you will learn:

  • How JPMC leveraged case management and CPM to deliver a high-impact inquiry management solution
  • About the vital role played by user interface, navigation, and case management design
  • The results JPMC has achieved by deploying this solution


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