BT Technology Journal

Editorial
pp. i-ii(2)
Author: O'Brien, Paul

Foreword
pp. iii-iii(1)
Author: Ingram, Duncan

Learning from the `wow' factor — how to engage customers through the design of effective affective customer experiences
pp. 11-16(6)
Author: Millard, N

Being proactive — analytics for predicting customer actions
pp. 17-26(10)
Authors: Nauck, D; Ruta, D; Spott, M; Azvine, B

From trips to telcos — next generation service portals
pp. 27-39(13)
Authors: Thompson, S; Cioffi, M; Gharib, H; Giles, N; Li, Y; Nguyen, T

Self-service reservation in the fieldforce
pp. 40-47(8)
Authors: Li, Y; Voudouris, C; Thompson, S; Owusu, G; Anim-Ansah, G; Liret, A; Lee, H; Kern, M

Dynamic modelling of service delivery
pp. 48-59(12)
Authors: Jensen, K; Barnsley, P; Tortolero, J; Baxter, N

Intelligent process analytics for CRM
pp. 60-69(10)
Authors: Azvine, B; Nauck, D; Ho, C; Broszat, K; Lim, J

Self-service — but is it good to talk?
pp. 70-78(9)
Authors: Alcock, T; Millard, N

Managing broadband home networks
pp. 79-85(7)
Authors: Bull, P; Harrison, M

Customer-engineer relationship management for coverged communications service providers
pp. 86-95(10)
Authors: Lee, H; Milhailescu, P; Shepherdson, J; Silburn, M; Wei, Y

Towards automated customer self-help
pp. 96-106(11)
Authors: Cui, Z; Ducatel, G; Thint, M; Assadian, B; Azvine, B

Improving product launch times and product design through a service assembly environment
pp. 107-116(10)
Author: Roberts, M

Six steps to excellent customer service
pp. 117-126(10)
Authors: Trigger, J; Harrison, M

OSS opportunities in open source software — CRM and OSS standards
pp. 127-140(14)
Authors: Bruce, G; Robson, P; Spaven, R

Delivering services by building and running virtual organisations
pp. 141-152(12)
Authors: Nguyen, D; Thompson, S; Patel, J; Teacy, L; Jennings, N; Luck, M; Dang, V; Chalmers, S; Oren, N; Norman, T; Preece, A; Gray, P; Shercliff, G; Stockreisser, P; Shao, J; Gray, W; Fiddian, N

Service assurance across organisational boundaries with semantic mediation
pp. 153-160(8)
Authors: Duke, A; Richardson, M; Watkins, S; Wahler, A; Schreder, B

Recent BT patents
pp. 161-164(4)