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October 30, 2002 Vol 5 No 17

Customers on the Line
At Expedia, managing customer interaction intelligently is an ongoing process.
by Justin Kestelyn

Infrastructure Intelligence
To fully take advantage of strategic IT solutions, you have to know how they relate to business operations each and every day.
by Darin Stewart

The Decision Dynamic
The increased risks of strategic IT decision-making demand a new role for IT leaders: that of decision facilitator.
by Sharon Drew Morgen

TRENDS & FEEDBACK

EDITOR'S PAGE
No Help

NEWS & ANALYSIS
CIO Plans for 2003 ... Creating a Culture of Security ... The Mysterious Plumtree Affair

BACK PAGE
Our Buddy the Universe
by Ian Shoales

PRODUCTS & PLATFORMS

2002 READERS' CHOICE AWARDS
The readers have voted for their favorite software packages, tools, and platforms

PRODUCT REVIEW
Crystal Reports 9.0
by David McAmis

PIPELINE
Peoplesoft's AppConnect ... BusinessObjects Data Integrator and BusinessObjects Rapid Marts ... RedPrairie's DLx Warehouse/D 6.0 ... FileNET Corp.'s Process Analyzer ... MQSoftware Inc.'s Q Pasa! 3.0 ... Quadrasis/Xtradyne SOAP Content Inspector ... LiveWire Logic Inc.'s RealDialog ... Talisma Corp.'s Contact Center Suite

THOUGHT LEADER

STRATEGIC KNOWLEDGE
Self-Service: The New Mantra
by David Stodder

CHANGE AGENT
Tougher Than Ever
by Don Tapscott

BUSINESS INTELLIGENCE

DECISION SUPPORT
The Enigma of Similarity, Part 2
by Barry Grushkin

DATA WAREHOUSE DESIGNER
Divide and Conquer
by Ralph Kimball

COLLABORATIVE COMMERCE

TRUST MANAGEMENT
The Only Choice
by Matthew Ellis