Biographical Information
Peter Whibley
Software Product Marketing Manager, KANA®, A Verint® Company
Peter Whibley works for KANA®, A Verint® Company, as a Software Product Marketing Manager responsible for the KANA Enterprise product. Peter is a senior IT professional with over fifteen years' experience in leading the introduction of products and services within the enterprise software and telecommunications industries. Peter's key area of personal interest is customer service and in particular how Case Management can be used to transform customer service processes. Recently Peter's work has focused on the role of BPM and Case Management technologies within the emerging Internet of Things (IoT)market.
Articles by Peter Whibley
BPM and the Internet of Things
04 Jan 2015
What will life be like in 2025 when billions of smart devices are connected to the Web? Recent research by the Pew Internet Project looking at digital life in 2025 gives some pointers to what life might be like once all these smart devices come on-stream. The Pew report reflects that this is a market in the very earliest stages of its evolution, with little overall consensus and concerns being expressed around the social (privacy, exclusion) as well as technical implications (integration) of the "Internet of things" (IoT) . . . .
Transform Customer Experience in Two Steps Using Case Management
05 Jan 2014
Technology analysts and consultants don't like to keep things simple. It's pretty obvious, really, since "simple" isn't good for their business. The same goes for customer experience, where toolkits and practices have emerged that cover business culture, strategy and governance as a means of achieving customer satisfaction and loyalty. But sometimes keeping things simple is a better approach. Most businesses are looking for quick wins to justify further investment in customer experience initiatives. It is possible to transform customer experience by focusing on only two key areas: process improvement and empowering your employees. . . .