**This is the first post in a new series with B/OSS Publisher Danica Cullins around pertinent industry matters, called "6 Questions." Invited responses to six uniform questions will be published regularly on the B/OSS website. Respondents will represent the full industry circle (service providers, consultants, solutions providers, etc. First topic: customer centricity.)
Name: Tom Erskine
Title: Director of Communications and Media Industry Solutions
Company Name: Pegasystems
Tom Erskine: Pegasystems is a software company that is completely focused on helping large enterprises use our technology to become more customer-centric and agile. Within our organization, I have responsibility for bringing our solutions for customer-centricity to the communications service provider (CSP) industry.
When we sell customer-centricity solutions, we focus extremely hard on ensuring that our customers are successful. We put an incredible amount of focus on enabling our customers through training and enablement, expert services, and our partner network to use our technology to achieve their business goals.
2. As a consumer, can you point to specific customer-experience examples that have impressed you and say how service providers could do likewise? (Provide company names, if possible, from your experience.)
Our family skis almost every weekend and holiday during the winter months in New England. For us, the discounted season passes we buy for all five members in our family are a worthwhile investment. This year, when buying our passes, I neglected to select the correct option for my two complementary kid's passes and didn’t notice my oversight when I received my confirmation email.
Yesterday, I got an email from the season’s pass coordinator saying that he’d caught the oversight, and reserved two complementary additional passes for our kids (he even called them out by name in the email). GREAT service. THEY caught MY mistake, proactively fixed the problem, and communicated the solution to me.
