Case Management, Customer Experience Management, or Moving beyond the Call Center from Hell
John Mancini

By: John Mancini on February 6th, 2015

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Case Management, Customer Experience Management, or Moving beyond the Call Center from Hell

Case Management  |  Social Media

There is a critical need to rethink how we engage with customers. Most organizations have a thin veneer of social engagement -- a twitter account, or a Facebook site, or a mobile app.

The challenge moving forward is that most of these systems are basically a veneer, unconnected with core back-end business processes. Everyone has experienced the Call Center from hell, where you wait in a long queue for a real person, only to have to constantly restate information to all of the various people with whom you speak.

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Organizations have long had a challenge with building a 360-degree view of the customer. In an era of radical transformation, this problem is getting more pronounced -- except now, the customer has social power to immediately tell the world when they've had a bad experience with your business. Some call getting your arms around this Case Management (often those with a document perspective, some call it Customer Experience Management (often those with a WCM perspective), but at the core of both is aligning people with processes and information.

Think about these data points:

  • 54% of organizations are finding the rapid convergence of collaboration and social tools to be very confusing.

  • 65% of organizations say that their employees struggle to access internal information from mobile devices.

  • 50% of organizations believe that they have shortfalls in technical support for internal collaboration.

  • 42% of organizations struggle with rationalizing the many ways customers engage with them and connecting these inputs to key business systems.

Your back-end business processes are now exposed, warts and all. It's time to get serious about customer experience management.

 

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About John Mancini

John Mancini is the President of Content Results, LLC and the Past President of AIIM. He is a well-known author, speaker, and advisor on information management, digital transformation and intelligent automation. John is a frequent keynote speaker and author of more than 30 eBooks on a variety of topics. He can be found on Twitter, LinkedIn and Facebook as jmancini77. Recent keynote topics include: The Stairway to Digital Transformation Navigating Disruptive Waters — 4 Things You Need to Know to Build Your Digital Transformation Strategy Getting Ahead of the Digital Transformation Curve Viewing Information Management Through a New Lens Digital Disruption: 6 Strategies to Avoid Being “Blockbustered” Specialties: Keynote speaker and writer on AI, RPA, intelligent Information Management, Intelligent Automation and Digital Transformation. Consensus-building with Boards to create strategic focus, action, and accountability. Extensive public speaking and public relations work Conversant and experienced in major technology issues and trends. Expert on inbound and content marketing, particularly in an association environment and on the Hubspot platform. John is a Phi Beta Kappa graduate of the College of William and Mary, and holds an M.A. in Public Policy from the Woodrow Wilson School at Princeton University.