A platform for digital transformation brings a number of different capabilities together: processes, agents, integration, analytics, decisions, and — perhaps most important — case management. Why case management? What does that really bring to the table and why is it needed?
I think it might be Ben Franklin who said “A paper bill is the worst way to get your account statement, except for all the other ways.” Or maybe not. Whatever. I still get a lot of bills on paper delivered through the (physical) mail, and here is why. Continue reading
Social Software is turning the idea of identity on it head. Actually this is a trend that has been happening for long time, but it is being thrust into the public consciousness by the desire now to bring social systems into the enterprise: ESS. It used to be that on the Internet nobody knows you are a dog), but that is changing. What they do know is your reputation, which becomes your identity. Continue reading