Blog Archives

Free Webinar featuring Forrester Research on April 29th

Please join us in exploring the solutions that adaptive process and ACM/DCM can offer your business by taking advantage of these free resources and activities during April and May. Free Wave Download – limited time offer: I am pleased to

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Posted in Adaptive Case Management, BPM, Customer Communications, Machine Learning

Making Sense of Analyst Reports

ISIS Papyrus Process and Communication Platform has been recently evaluated both for its content and its process capability in two independent reports by Forrester Research about Customer Communications Management (DOCCM) and Dynamic Case Management (DCM). These acronyms are unfortunately quite confusing. I do

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Posted in Adaptive Case Management, analysts, CRM, Customer Communications, Customer Relationship Management

The CRM Control Illusion versus Personal Cloud (VRM)

Forrester Research CEO George Colony recently blogged: ‘We are now in the age of the customer – with buyers using technology to gain control over institutions. That power flows from customers’ newfound ability to seamlessly price, critique, and direct their

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Posted in Adaptive Case Management, Cloud Computing, Customer Communications, Customer Relationship Management, Mobile Relationship Management, Predictive Analysis

Customer Experience (CX) is a Mindset

Everyone, and I mean EVERYONE is now jumping on the Customer Experience (CX) bandwagon. As it happens, I have been complaining for years about the lack of CX considerations in the times of maximizing shareholder profit and optimizing company productivity.

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Posted in Adaptive Case Management, Business Strategy, Customer Communications, Customer Relationship Management

The Company Social Network

Ever since Andrew McAfee started the Enterprise 2.0 theme, businesses have been implementing Social technologies to utilize the wave of innovation that swept in from the Internet with user-created content and person-to-person communication via text, voice or video. According to

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Posted in Adaptive Case Management, Business Strategy, Customer Communications, Social Media

What is a process and what is BPM?

One could fill many books trying to answer the question in the title. Oops! All those books have already been written. So has the question been answered conclusively and in concurrence? Absolutely not. Hence, I will look at processes from

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Posted in Adaptive Case Management, BPM, Customer Communications

Process is Conversation, or ‘Did you hear the PIN drop?’

Yesterday I flew to Frankfurt after the Gartner ITxpo Symposium in Orlando. At the Lufthansa check-in I asked for an upgrade, using some of my half-million frequent flyer miles. I have done this often before without problems. This time the

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Posted in Adaptive Case Management, BPM, Customer Communications
Max J. Pucher
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by Max J. Pucher. All rights reserved.
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