Customer Experience Increases the Bottom-Line and Social Media Makes Changing the Customer Experience Easier

91% of executives say customer experiences are critical or very important to their businesses, nearly 5,000 consumers prefer better customers experiences over lower prices and better customer experiences drive higher revenue and profits,—according to Forrester Research .

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The ROI of High-Quality Decision Management Practices

Here now is the broader conceptual model that I promised in the prior blog post. As I said, I built conceptual hooks in my decision support ROI model to address broader requirements for decision automation and decision management.

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BPM: From Rags to Riches

I recently experienced a real world story that is so reminiscent of the BPM journey from rags to riches that I'm going to start many a BPM stump speech with it. I didn't realize it was so apropos until a friend and colleague, Steve Bullinger, told me that the lunchtime story I shared for grins at an IBM advisory session would be a great way to kick off a keynote. After talking with Clay Richardson today, I realized it would make a pretty interesting blog post too.

So, here goes. True story (and I promise it will relate to BPM):

My 12 year old son, Alexander recently wrote a thriller of a book called The Curse Of The Cottonmouth.  It's a humdinger and in it, one of the characters is a cat named Tabitha. Here's Alexander's rendition of Tabitha:

 

 

Even more recently, Alexander and I visited North Carolina to see Grandmother. My husband drove down separately. As I was returning home, Alexander and I dropped by my sister's grooming shop and animal rescue operation. I briefly mentioned to her that Alexander dreamed of owning a cat like Tabitha, despite the fact that we already have two cats and a super high energy Dalmatian.

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