I am a Product Marketing Manager and IT Analyst based in Belfast, Northern Ireland. I have over 18 years experience in the IT industry in both the Telecommunications and Business Application Software Industries.
This blog focuses on, or tries to focus on, the utilization of Business Process Management and Case Management applications to transform customer service. I’m very interested in how Case Management can be used to Empower employees and believe that employee empowerment is the missing link in delivering customer experience.
I also have another blog intelligentprocessapps.com which looks at the emergence of a new generation of on demand business process applications.
This is a personal weblog. The opinions expressed here represent my own and not those of my employer.