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Entries Tagged ‘case management’

Looking Ahead: 2017 Business Challenges and Opportunities

As you start to finalize 2017 planning for your organization, have you looked “outside in” and gathered ideas and insights from other organizations for the customer engagement optimization elements of your planning? Considerations for a well thought out customer engagement strategy include determining how you can enrich customer interactions, improve business processes, and optimizing the […]


Social Customer Engagement Requires Agility

Business agility has been described as the ability for organizations to sense, prioritize and act. First a business must be able to rapidly sense an opportunity or threat to its business. It must then have the ability to prioritize and evaluate potential responses to these challenges. And finally, it must be able to act effectively, if […]


To Improve Is to Change—to Be Perfect Is to Change Often: Part 2

In part one of this blog we reflected on how the challenge of delivering public services is occasionally increased by the advent of internal organisational change. This is something being wrestled with by over forty local councils and municipalities in New South Wales, Australia, which are being merged to form nineteen new organizations. Their efforts […]


I Actually Enjoy Terrible Customer Service

Don’t worry, this isn’t going to be one of those long articles whining about the terrible state of customer service. I actually enjoy terrible customer service.   There’s a joke toward the end of Woody Allen’s movie Annie Hall: “A guy walks into a psychiatrist’s office and says, hey doc, my brother’s crazy! He thinks […]


Verint + KANA = Case Management Transformation

“The most valuable assets of the 20th-century company were its production equipment. The most valuable asset of a 21st-century institution, whether business or non-business, will be its knowledge workers and their productivity.” Peter F. Drucker The recent Verint acquisition of KANA continues to be really well received by our customer base and the analyst community. […]


Adaptive case management for a smoother customer experience

A friend of mine recently found himself in the middle of a terrible customer service experience. He’s a systems engineer and two of the servers he was supporting had failed with the same error. The production system was down, and the client was looking for a quick resolution. He immediately called the customer support line […]