How Knowledge Workers Get Things Done

How Knowledge Workers Get Things Done How Adaptive Case Management Drives Better Customer Engagement By: Dermot McCauley, Kofax, Inc. Both routine and unpredictable engagement with customers is an essential part of many critical business processes... More

How Knowledge Workers
Get Things Done
How Adaptive Case Management
Drives Better Customer
Engagement
By: Dermot McCauley, Kofax, Inc.

Both routine and unpredictable engagement with customers
is an essential part of many critical business processes
including customer start-up, account maintenance, transaction
management, service fulfilment, incident management, etc.

Yet mobile, cloud and social technologies are increasing the
power of customers and transforming how they participate
with organizations.
This chapter discusses the necessary role
of adaptive case management in enabling more responsive,
flexible and effective customer engagement in an era when the
rising power of the individual demands a new architecture of
engagement for customers and employees alike.

You are a changed person.
More powerful, more autonomous
and also more connected than only a few years ago.
To the
bank, the supermarket, the department store, the travel agent,
the politician, you are a newly potent ind Less