I am a practitioner at heart, living in the body of an analyst. My focus is on the base technologies that support customer experience, customer service and customer relationships. My goal is to help businesses to understand the importance of balance; among people, process, and platforms. It is not about the delivery, nor the source; open, closed, premise or cloud, it is about solving the technical problems and getting jobs done. A modern, unique but practical view of customer strategy, process improvement and technology optimization achieved by creating tight alignment between business strategy, goals and objectives.