Customer Experience Management
Achieving Successful Customer Outcomes with BPM, CEM and Outside-In thinking and practice.
Business Process and Complexity from Raju Oak
An insightful and often times amusing presentation steers us through the stormy waters of complexity. (beware the cannibals)
http://www.towersassociates.com/download/BPG_KleinwortBenson-RajuOak.pdf
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