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Is Customer Engagement and Experience the new CRM?

I am currently traveling on our ISIS Papyrus Roadshow 2013. The theme of our event series – as well as my keynote – is ‘Customer Engagement and Experience’. It was therefore sensible to include an intermediate stop at the¬†Gartner Group

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Posted in Adaptive Case Management, Adaptive Process, CRM, 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
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by Max J. Pucher. All rights reserved.

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