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	<title>The BTM Blog &#187; Customer Experience</title>
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	<description>From the creators of Vantify</description>
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		<title>But I&#8217;ve Already Got Monitoring</title>
		<link>http://www.westglobal.com/blog/2009/07/03/but-ive-already-got-monitoring/</link>
		<comments>http://www.westglobal.com/blog/2009/07/03/but-ive-already-got-monitoring/#comments</comments>
		<pubDate>Fri, 03 Jul 2009 21:46:58 +0000</pubDate>
		<dc:creator>Brian Connell</dc:creator>
				<category><![CDATA[Business Activity Monitoring]]></category>
		<category><![CDATA[Business Service Management]]></category>
		<category><![CDATA[Complex Event Processing]]></category>
		<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Service Experience]]></category>
		<category><![CDATA[BAM]]></category>
		<category><![CDATA[Monitoring]]></category>
		<category><![CDATA[premptive]]></category>

		<guid isPermaLink="false">http://www.westglobal.com/blog/?p=67</guid>
		<description><![CDATA[A partner of ours returned from a meeting recently with the reaction from the prospect of &#8220;I already monitor my systems, why do I need more monitoring?&#8220;.  Great question.
I get that a lot. It&#8217;s a normal reaction. Usually from the IT Operations Director who has spent considerable sums of money on monitoring to date, and [...]]]></description>
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		<slash:comments>2</slash:comments>
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		<title>High Tech Fortune Telling?</title>
		<link>http://www.westglobal.com/blog/2009/02/28/high-tech-fortune-telling/</link>
		<comments>http://www.westglobal.com/blog/2009/02/28/high-tech-fortune-telling/#comments</comments>
		<pubDate>Sat, 28 Feb 2009 14:07:35 +0000</pubDate>
		<dc:creator>Brian Connell</dc:creator>
				<category><![CDATA[Business Activity Monitoring]]></category>
		<category><![CDATA[Complex Event Processing]]></category>
		<category><![CDATA[Customer Experience]]></category>

		<guid isPermaLink="false">http://www.westglobal.com/blog/?p=45</guid>
		<description><![CDATA[I was recently giving a presentation to a rather large utility provider, and was asked the question &#8220;But why do I need real-time?&#8221;
Good question.  And a very difficult question to answer correctly in most cases.  There&#8217;s lots of answers that address the requirement &#8211; in theory.  Take your pick from the ones I come across most [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Aligning IT with the Business</title>
		<link>http://www.westglobal.com/blog/2008/09/10/aligning-it-with-the-business/</link>
		<comments>http://www.westglobal.com/blog/2008/09/10/aligning-it-with-the-business/#comments</comments>
		<pubDate>Wed, 10 Sep 2008 16:13:45 +0000</pubDate>
		<dc:creator>Brian Connell</dc:creator>
				<category><![CDATA[Business Activity Monitoring]]></category>
		<category><![CDATA[Business Service Management]]></category>
		<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Service Experience]]></category>
		<category><![CDATA[align it with the business]]></category>
		<category><![CDATA[BAM]]></category>
		<category><![CDATA[BSM]]></category>
		<category><![CDATA[experience]]></category>

		<guid isPermaLink="false">http://www.westglobal.com/blog/?p=29</guid>
		<description><![CDATA[Many vendors use variations of the concept of enabling an enterprise to &#8220;Align IT with the Business&#8221;.  For example, products to help to manage IT from the perspective of the Business and to do more of what drives the business and less of what doesn&#8217;t.  Or to view your IT as an engine [...]]]></description>
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		<slash:comments>2</slash:comments>
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		<title>Lost in Translation</title>
		<link>http://www.westglobal.com/blog/2008/07/28/lost-in-translation/</link>
		<comments>http://www.westglobal.com/blog/2008/07/28/lost-in-translation/#comments</comments>
		<pubDate>Mon, 28 Jul 2008 17:23:40 +0000</pubDate>
		<dc:creator>Brian Connell</dc:creator>
				<category><![CDATA[Business Activity Monitoring]]></category>
		<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[BAM]]></category>
		<category><![CDATA[SAM]]></category>
		<category><![CDATA[Service Activity Monitoring]]></category>

		<guid isPermaLink="false">http://www.westglobal.com/blog/?p=22</guid>
		<description><![CDATA[
Occasionally I get asked a simple question by IT Operations managers, &#8220;Why do I need another monitoring tool?  I’m already monitoring all my IT and network technology – what else could I need?&#8221;. And then in the next meeting an Executive will ask me “Why are we still only discovering incidents when the customer [...]]]></description>
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		<slash:comments>3</slash:comments>
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		<title>Defining Customer Experience</title>
		<link>http://www.westglobal.com/blog/2008/07/11/defining-customer-experience/</link>
		<comments>http://www.westglobal.com/blog/2008/07/11/defining-customer-experience/#comments</comments>
		<pubDate>Fri, 11 Jul 2008 17:11:02 +0000</pubDate>
		<dc:creator>Nigel Back</dc:creator>
				<category><![CDATA[Customer Experience]]></category>

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		<description><![CDATA[Customer Experience is definitely one of the hot topics for 2008. Against a background of intense competition and with operators generally having access to similar technical and service capabilities, it is recognised that focusing on the overall Customer Experience is critical. This places challenging demands on operators’ planning, operations and support functions &#8211; not least [...]]]></description>
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		<slash:comments>2</slash:comments>
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