Blog Archives

Can A Great Customer Experience Be Designed?

The simple and fast answer? NO! Why not, you might ask? Because of what design really means. The late Steve Jobs said: ‚Design is not about the way it looks but about the way it works!‘ We intuitively know that

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Posted in CRM, Customer Relationship Management, Process, Social Media

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

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
Max J. Pucher
© 2007-19

by Max J. Pucher. All rights reserved.

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