When it comes to IT systems in the customer care area, we keep arriving at the same idea: a trouble ticket reported by a customer and resolved in the scope of a customer care process. We organize all interactions around a process measured by key performance indicators (KPIs) and optimized for efficiency metrics, ignoring the fact that it is not process efficiency that our customers value. This Executive Update provides an alternative: a Semantic Web–based view of customer care solutions.
Executive Update
An Alternative View: Customer Care Applications
Posted June 26, 2017 | Technology |
About The Author
Sebastian Konkol is an enterprise startup and strategy consultant and the owner of the consultancy firm TwisterSolve. Mr. Konkol specializes in strategic IT planning, business technology partnerships from both the technology and organizational perspectives, and fostering new technology management methods supported by social psychology. He provides advisory services to companies in ICT-based and ICT-intensive industries. Mr. Konkol also divides… Read More
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