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Excellent article Julie. I find it very interesting that most discussions of Customer Experience Management focus heavily on Content Management or CRM as the core, when really its customer-focused processes that should be there. Now whether that is today's generation of BPM products or a combination of technologies is another discussion, but to move the CEM world forward, its got to start with more emphasis on customer scenarios, journeys, and the related processes that are exposed through them.
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Feb 2, 2012