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White Papers
A New Model for Customer Engagement
This white paper will discuss the six steps to effective customer engagement, including embracing a true multichannel strategy, having smarter conversations, delivering seamless experiences for delighted customers, enabling business collaboration, leveraging affiliates, partners and bundled offerings, and measuring customer retention, ...
Providing Value to Relationship-Centric Companies Via Interaction Delivery
This document describes an emerging business pattern we are calling Relationship-centric Interaction Delivery, provides examples of how this pattern spans industry sectors, and explains how the pattern brings value to a business’s internal, strategic and value-based relationships. The document also includes ...
The Case for Interaction Management and Service-Oriented Interactions
This document presents a refactored solution that vastly simplifies the technology-set and skill requirements necessary to deliver manageable, business-driven solutions while leveraging the relevant aspects of the current best-of-breed standards and practices. Download White Paper