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Ralph Whittle is co-author of a book titled, Enterprise Business Architecture: The Formal Link between Strategy and Results, CRC Press 2004. He is a Strategic Business/IT Consultant and subject matter expert in Enterprise Business Architecture development and implementation. He has built Enterprise Business Architectures in various industries, such as manufacturing, healthcare, financial, and technology.

Larry Goldberg has over forty years of experience in building technology based companies, focused on rule-based technologies and applications. Prior to joining KPI as Managing Partner, he was Senior Vice President of Sapiens Americas, Inc., which he joined when he sold his company, PowerFlex Software Systems, Inc to Sapiens. Larry is co-editor of “The Business Rules Revolution” (Happy About, 2006), co-author of “The Decision Model - A Business Logic Framework Linking Business and Technology” (Auerbach, 2009) and co-developer of The Decision Model.

In a customer service organization, we probably know from the reason code why a customer called and how the call was resolved. Add two fields on the customer call record – their mood when they called and their mood when they hung up, as perceived by the agent taking the call. Two lines and on the final report could tell the story. If considered a key metric by executives, it would keep the department providing the product or service focused on how the customer felt when they called, and the customer service agents focused on increasing the customer happiness factor when the caller hung up.

With over 20 years experience building and creating professional communities, Gregg Rock is recognized as an industry leader in professional training and education vital to helping enterprise organizations support their transformation initiatives. Hi...

Ed Hollingsworth is an Enterprise Architect with over fourteen years experience in Information Technology and expertise in Service-Oriented Architecture (SOA) design and implementation. Creator of INTEGRITYOne’s innovative OP2EN Discovery methodology, he holds a Bachelor’s Degree in Computer Science from the University of Maryland University College, as well as a Graduate-level Certificate in Project Management. Mr.

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