Continuing my responses to John Schmidt’s post on Customer Centricity with a discussion of Process Integration. John describes this as focusing on cross-channel integration using Enterprise Service Bus/SOA technologies to bring data to the point of interaction.
Decision management, of course, is the vehicle for putting this data to work at those points of interaction. Automating and improving a decision that uses this data, rather than just presenting the data itself, increases the value of the systems to the representatives inside the firewall and the customers outside it. Decisions and decision services represent both the ideal place to bring this integrated data to bear and a perfect service to share between channels and processes to ensure consistently excellent customer treatment.
