Blog By Author: Rob Walker

Doing the Right Things the Right Way: Mind the Gap

Dec 20 2010 | Author: Rob Walker

Many business processes are about doing things the right way. There is not always the same emphasis on doing the right things. Referring to a popular theme in this day and age, there may be a near optimal process in place to turn a mortgage application in...

Posted In: BPM, Decision Management, Customer Service | Tags: BPM, decision management, Analytics

Dashboard – Cockpit – Autopilot: the Evolution of Smart

Nov 15 2010 | Author: Rob Walker

Once upon a time, business intelligence (BI) reports only came on paper, months after the facts, and as read-only. In the CRM realm BI reported on underperforming sales campaigns, failing retention efforts, and the increasing costs of service. Boosted ...

Posted In: CRM, Decision Management

Customer Conversations: The Art of Being Polite

May 24 2013 | Author: Rob Walker

The problem with scripted conversations in the call center, or any other bi-directional channel, is that it largely ignores the customer on the other end of the line. Even if sophisticated analytics, one fiercely hopes, have been used to find a relevant o...

Posted In: CRM | Tags: Agility, Automate, CRM & Customer Experience, Customer Interaction, Efficiency