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	<title>Kurteus - Utility Customer Risk Management</title>
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	<description>Talkonomics</description>
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		<title>Insight and Agility: The Keys to a Complete Customer Experience</title>
		<link>http://kurteus.com/2011/12/12/insight-agility-keys-complete-customer-experience/</link>
		<comments>http://kurteus.com/2011/12/12/insight-agility-keys-complete-customer-experience/#comments</comments>
		<pubDate>Mon, 12 Dec 2011 19:06:51 +0000</pubDate>
		<dc:creator>Alex</dc:creator>
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		<category><![CDATA[business intelligence]]></category>
		<category><![CDATA[business rules management]]></category>
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		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[decision management]]></category>
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		<category><![CDATA[utilities]]></category>
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		<description><![CDATA[You can have all the technical functionality in the world, but without an agile decision engine and strong analytics, it’s not likely to provide your customers with a good experience nor is it likely to yield high levels of performance for your company.]]></description>
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		<title>The Unified Experience: Channel Switching &amp; Message Shifting</title>
		<link>http://kurteus.com/2011/12/02/cx-squared-channel-switching-message-shifting/</link>
		<comments>http://kurteus.com/2011/12/02/cx-squared-channel-switching-message-shifting/#comments</comments>
		<pubDate>Fri, 02 Dec 2011 17:52:38 +0000</pubDate>
		<dc:creator>Alex</dc:creator>
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		<category><![CDATA[customer care]]></category>
		<category><![CDATA[customer experience]]></category>
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		<guid isPermaLink="false">http://kurteus.com/?p=611</guid>
		<description><![CDATA[A complete customer experience transcends communication channels and dynamically shifts messaging mid-interaction.]]></description>
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		<title>Business-as-a-Service</title>
		<link>http://kurteus.com/2011/11/15/business-as-a-service/</link>
		<comments>http://kurteus.com/2011/11/15/business-as-a-service/#comments</comments>
		<pubDate>Tue, 15 Nov 2011 14:19:38 +0000</pubDate>
		<dc:creator>Alex</dc:creator>
				<category><![CDATA[kurteus]]></category>
		<category><![CDATA[baas]]></category>
		<category><![CDATA[business intelligence]]></category>
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		<guid isPermaLink="false">http://kurteus.com/?p=540</guid>
		<description><![CDATA[In the BaaS environment, a vendor not only hosts its solution on behalf of the enterprise, it also takes part in managing the tool to ensure business goals are met.]]></description>
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		<title>The Shifting Role of the CSR</title>
		<link>http://kurteus.com/2011/11/14/shifting-role-csr/</link>
		<comments>http://kurteus.com/2011/11/14/shifting-role-csr/#comments</comments>
		<pubDate>Mon, 14 Nov 2011 16:19:19 +0000</pubDate>
		<dc:creator>Alex</dc:creator>
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		<category><![CDATA[CSR]]></category>
		<category><![CDATA[customer care]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[customer self-service]]></category>

		<guid isPermaLink="false">http://kurteus.com/?p=519</guid>
		<description><![CDATA[With advancements in customer care technology, the traditional role of the customer service rep (CSR) is quickly changing from a glorified service portal to a specialized customer advisor.]]></description>
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		<title>Customer Self-Service Models: Pull v. Push</title>
		<link>http://kurteus.com/2011/09/13/customer-self-service-models-pull-v-push/</link>
		<comments>http://kurteus.com/2011/09/13/customer-self-service-models-pull-v-push/#comments</comments>
		<pubDate>Tue, 13 Sep 2011 20:18:07 +0000</pubDate>
		<dc:creator>Alex</dc:creator>
				<category><![CDATA[kurteus]]></category>
		<category><![CDATA[customer care]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[customer self-service]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[customer service delivery model]]></category>
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		<category><![CDATA[talkonomics]]></category>
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		<description><![CDATA[If you build it, they will come.

It worked for Kevin Costner in Field of Dreams. Unfortunately, when it comes to delivering self-management functionality to customers, this approach is not as effective.]]></description>
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		<title>Coming soon&#8230;</title>
		<link>http://kurteus.com/2011/07/18/coming-soon/</link>
		<comments>http://kurteus.com/2011/07/18/coming-soon/#comments</comments>
		<pubDate>Mon, 18 Jul 2011 20:12:30 +0000</pubDate>
		<dc:creator>Kurteus</dc:creator>
				<category><![CDATA[kurteus]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[seewind]]></category>
		<category><![CDATA[utility customer risk management]]></category>

		<guid isPermaLink="false">http://dev.kurteus.com/?p=131</guid>
		<description><![CDATA[Coming soon ...]]></description>
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