As bad as customer service may be in some enterprises, information technology has, overall, made it dramatically better today than anyone could have imagined three or four decades ago. That it's still a long way from what it could and should be is not the fault of IT per se. Rather, it's us: applying IT inappropriately, botching the design of both technology and business processes, and adhering to outmoded attitudes. Customer service doesn't just need to be repaired; it needs to be rebooted.
About The Author
Paul Clermont is a Cutter Expert. He has been a consultant in IT strategy, governance, and management for 40 years and is a founding member of Prometheus Endeavor, an informal group of veteran consultants in that field. His clients have been primarily in the financial and manufacturing industries, as well as the US government. Mr. Clermont takes a clear, practical view of how information technology can transform organizations and what it takes… Read More
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