JT on EDM

Last week I got a chance to catch up with a Dutch company in the decision management space - Be Informed. Be Informed arose out of work within a big systems integrator building complex processes, especially in government, that was unable to find good tools for case management and complex knowledge-based processes. The company [...]

Randy Saunders had a great post over on the Perfect Customer Experience -Can I please speak with a live agent? In it he has a great quote:
Forester’s study finds that 45 percent of consumers prefer to speak with a customer service agent to answer questions and resolve service issues, yet most walk away from customer [...]

Neil and I caught up with Expert System, a Semantic Intelligence company, last week to discuss their Cogito product. Expert System is based in Italy, has 145 employees and originally worked on spell checkers for Microsoft. While they have a lot of business in Europe they are now growing in the US. Their core pitch [...]

Two posts caught my eye last night - 5 questions a teenage kid might ask if starting work at your business today by Mike Sarokin on the EDS blog and Vinnie Mirchandarni’s follow up here. As the parent of a college student myself I had to chime in.
It seems to me that not only [...]