Biographical Information

Articles for James Kobielus

Really Happy in Real Time

Complex event processing empowers the contact center to manage the customer relationship.

Serving Many Masters

Customer data and business data must be controlled through master data management.

Quality Really Is Job No. 1

The "single version of the truth" is impossible without tools to ensure data quality.

Mastering Customer Records

How services-oriented architecture will shape the future of CRM: Part One in a four-part series.