My friend Bob Glushko and Lindsay Tabas wrote an interesting paper last year that Bob pointed out to me earlier this month - Bridging the “Front Stage” and “Back Stage” in Service System Design. I liked the paper as it raised some interesting issues about customer interactions, in particular whether interaction design or outcomes is [...]

I saw this post on CustomerThink - Automation Overkill - in which Ginny Wiedower correctly points out that automation of customer treatment can result in an impersonal feel and that customers appreciate the “warm fuzzies” that come from personal interactions. While I don’t disagree with her, there are two things worth considering. Firstly, as I [...]

Continuing this week’s theme of Enterprise Decision Management or EDM in customer service, I am going to focus on one of the most important metrics in call centers – first call resolution. I saw a nice description of what this means in Tools To Improve First Call Resolution on CRM Daily:
When you call a toll-free [...]

One of the biggest sources of confusion with Enterprise Decision Management or EDM is the worry that it requires enterprise-wide adoption to be valuable. That, unless a huge project is undertaken to adopt the technologies and approaches required, no value will be gained. “Enterprise” is, after all, one of the most overused term in the [...]

Mike Kavitz asked this question - Why are you still generating reports? - on his blog today and it made me think. Why ARE you still generating reports? Not just in the way Mike means the question (why is IT generating reports instead of empowering users with information). I mean this in a broader way [...]

Mike replied to my post about his question on enterprise metadata. He, like me, prefers David Marco’s definition of metadata as “all physical data and knowledge from inside and outside an organization, including information about the physical data, technical and business processes, rules and constraints of the data, and structures of the data used by [...]

I attended a very interesting presentation given by Henk from Cordys this week on Case Management. With Henk’s permission I have posted his slides on Slideshare.net (you can see them embedded below). Case management is an interesting “subset” of Business Process Management. I say “subset” as I don’t think that case management “processes” are really [...]

Ron Shevlin blogged about CapOne’s new Card Lab. Like Ron I really like the fact that CapOne is using the interactivity possible on the web both to let customers find a product that meets their requirements and to gather a whole bunch of useful information about how customers think about credit cards. What strikes me, [...]

Bill over at the Wireless MD had a couple of interesting posts on e-prescribing today - Senatorial bi-partisan support for e-prescribing and Caveats for e-prescribing. The use of technology to improve healthcare is an endlessly fascinating discussion and the use of information systems to handle prescriptions (e-prescribing) is one of the most debated.
There is growing [...]

One of my favorite BI bloggers, Cyril Brookes, had an interesting post today - What Does Web 2.0 Really Mean for BI’s Future?. He starts by pointing out that “Successful BI enables the executives and professionals to make better decisions” to which I would add that successful enterprise decision management enables the systems in an [...]