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Analytics – leading or lagging metrics?
Another driving analogy Think about driving alongside a pavement crowded with shoppers. A pedestrian steps out…
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CX is still the Wild West : interview
More and more companies are recognizing the value of creating a unique and exceptional customer experience.…
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BPM should focus on the money
BPM focus BPM is normally associated with streamlining back office functions and cost reduction. But this…
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Citizen Developers vs IT Dept
True story: our IT department sucks I recently got a speeding ticket in California doing 80…
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Abercrombie & Fitch: too much detail
In a great article in Bloomberg Business Week they catalogue the demise of Abercrombie and Fitch, in the cover feature…
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PEXWeek “the future is fast” video
The recent PEXNetwork conference in Orlando brought together process professionals to think about the future and the role process has…
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Define your process or outcome first?
Should you be designing processes first or focus on the outcomes? This is a critically important question when thinking about…