The Curious Incident of the Red Bag

A missing red bag provides an example of how ignoring back end processes can ruin a brand’s reputation PHOTO: John Mancini

The tech press often get caught up in the latest, bright shiny object du jour: big data, analytics, machine learning, deep learning — take your pick.

And while I get as excited as the next about where technology is headed, if you can’t get the basics right, maybe you should hold off from investing in those virtual reality headsets for your team. 

Organizations need to pay attention to all of the core back-end case management processes that make the business run, and that are increasingly directly exposed to the customer and…

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