IT departments have been so focused on meeting compliance mandates they may have missed the value that compliance solutions can add to the organization.
By Marty Acks
In his inauguration speech this week, incoming American President Barack Obama announced "A New Era of Responsibility." This theme has many parallels to compliance issues impacting IT today. The increased focus on IT audits in the last few years is largely a result of the Sarbanes-Oxley Act of 2002, which came into being following a number of highly visible business failures. While one might argue that the malfeasance was--or was not--a result of ethical failures on the IT side of the organization, IT certainly seems to have been caught up in the SOX dragnet. Whether IT had any culpability or not, it's certainly a huge part of the proposed solution. In this light, let's explore the state of IT compliance initiatives in companies today and examine where they might be headed tomorrow.
Companies need to look at their processes to really improve the customer experience.
By Daniel Kuperman
Editor's note: This article is an excerpt from the free white paper "Paperless Customer Service: Streamlining the Customer Service Process," which is available at the MC White Paper Center.
If you have never experienced the frustration of spending seemingly endless minutes waiting for a human voice to answer your call about your credit card bill, cable TV service, newspaper or magazine subscription, or recent online purchase, odds are you have been living in a cave these past few years.
By Marty Acks 
By Daniel Kuperman