Unified Customer Engagement Hub Blog

Get insight, news, best practices, and other opinions on trending, industry leading, and other technology topics.

The Citizen Architect Persona

We built our platform to be put into the hands of a “Citizen Architect”, someone you probably already have in your organization.  The persona of a Citizen Architect is going to be someone with an understanding of how processes work and the intricacies of the specific operating procedures.  These resources do not need to be overly technical, however any grasp of HTML or Programming can certainly help relate some of the general concepts and best practices we recommend when using SpiceCSM.  Many of our clients exclusively use non-technical resources to manage all their business process and content management while allowing technical resources to focus on the connections that push and pull data between those processes.

Trending: Phased Deployments

At SpiceCSM we have noticed a growing trend in deployment methodologies used when implementing a client's solution. When working with clients who have many overarching project goals or other unique complexities involved, we have seen many of them turn to a phased “crawl, walk, run” approach to maximize their returns and make the deployment work more seamlessly.  The concept applied here simply means that by offering an incremental approach to deploying a project or use case we try to avoid being so far sighted that it prevents progress towards a more immediately usable solution.  Instead, by focusing on and solving “micro-projects”, the synergy of those projects being completed in a more timely manner can have as big if not a bigger impact on the organization than one large project done in the same amount of time.  

The Customer Engagement Hub Comes of Age

“By 2020, 60% of large organizations will try to design a customer engagement hub, yet only half of them will select the correct technologies to make it work.”

  • 2 min read
  • 10/1/17 10:54 PM

The Evolution in the USE of Process Workflows

Traditionally, workflows have been way a to present simple information in an organized and logical manner. They are very helpful in communicating the structure of a complex system or an organizational hierarchy. However, that is all they do; statically display visual information to another person.  One of the main goals when originally developing the SpiceCSM Process Workflows was to be able to present complex and dynamic information. We wanted to give users with a specific skill set the ability to convey their knowledge to a large number of less skilled users in a structured, dynamic and logical way. Additionally, we needed the ability to import data into the process so that the less skilled user did not have to use a separate system to look up information. Those original requirements gave the process workflows an enormous amount of power and flexibility. As the years passed, we saw the way processes were being used had evolved in ways we had never imagined when originally designing the SpiceCSM Process Workflows.

Data Integration - 3 Reasons To Connect Your Disparate Systems

Connecting data between different systems using API’s or system level connections is an integral part of any digital transformation. Businesses can create a digital mesh using a variety of hand-picked systems rather than finding a one-size-fits-all solution. Specialized systems can each focus on a particular task but still collaborate with and leverage the capabilites of other external systems. Using integration capabilities like API’s, many disparate systems can be combined to create a best-in-breed ecosystem to better serve any particular business function. With SpiceCSM all manner of systems can be tied together, regardless of whether they have API's, and you can easily create a unified interface for your newly created digital eco-system.

"Crowd-Sourced" Process Management

At SpiceCSM we appreciate that Process Management is a full-time task and can seem daunting at times. Processes can be moving targets, requirements force workflows to constantly evolve, and data transactions can require updates as connections mature. We have identified the following three challenges that organizations will face as they build and maintain one of the most critical pieces of their business operations:

Digital Transformation - Simplifying the Complex

Leaders today, regardless of industry or role, know that transformation of their organization is not only inevitable, it is necessary for survival.  The business landscape over the last 10-15 years is littered with the remnants of corporations that were once foundations of their industries, now disrupted by up-and-comers that could recognize trends, embrace innovation, and more nimbly maneuver to achieve success.  Look at Apple's disruption of the music industry, Amazon blowing by Wal-mart in retail, or Airbnb turning the hotel industry on its head.

Process Automation: Robotic vs. Intelligent

  When looking for a process automation solution it is easy to get caught up in the hype around Robotic Process Automation (RPA). But when you really examine the options available it is clear that standard RPA solutions don't even come close to competing with Intelligent Robotic Process Automation (iRPA).

Guided Processes vs. Decision Trees

Typical decision trees like the ones you see in flow-charting applications are essentially step-by-step guides that walk a user through a process and provide them with the next best steps based on their selections. They sort complex processes into incremental steps so they are easier to follow, but that’s about the extent of the functionality for most decision tree implementations. There’s no intelligence or logic and the processes are contained in their own little boxes.

FDRL - First Day of the Rest of Your Life!

What are you going to do today to make a difference?  In your life? Personal, Professional, Philanthropic? Seriously, what are you going to do? What is the one thing that you will do today that will make everything else irrelevant?  Irrelevant is a strong word BUT it gets to the heart of achieving what's really important?  It helps you eliminate or ease all of the other miscellaneous, less important tasks that tend to monopolize our time, and ultimately hold us back from achieving our goals."

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