Horizon CX
JULY 29, 2013
'Organizations that intend to deliver an exceptional customer experience must first understand what the customer experiences at every touch-point and, most importantly, this needs to be articulated by the customers themselves. It is tempting to shortcut the process by adopting simply an internal viewpoint of the customer experience as representative of the actual customer experience.
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Customer Interactions
AUGUST 1, 2013
'Earlier this year, my work associate Dr. Bob Banerjee (‘Dr Bob’ as he’s affectionately known) blogged about the many ways that PSIM can help security organizations adapt to change. He wrote about the propensity for roles, information sources, processes and policies, people, and technology to change in security organizations, and how PSIM could help such organizations be more nimble and adaptable under these conditions.
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