papers & presentations

2012 - Customer Experience Metrics that Matter (in review), B. Werner, B. Curran, J. Griebeler.

2011 - Web Self-Service Practices for Success (UK user conference) B. Werner.

2011 - User Experience Best Practices for Web Self-Service (white paper) B. Werner, D. Fulton.

2011 - Email Marketing Best Practices (rightnow best practice guide) B. Werner, S. Boyer.

2011 - Maximizing Web Self-Service Success (expert seminar) B. Werner.

2010 - Web Experience Best Practices, (rightnow best practice guide) B. Werner, D. Eastburn.

2010 - Community Engagement Best Practices (white paper) M. Alber, B. Werner, E. Leep.

2010 - Knowledge Base & Search Best Practices (rightnow best practice guide) B. Werner, D. Warner.

2010 - Answer Content Best Practices (rightnow best practice guide) B. Werner.

2009 - Agent Desktop Best Practices (rightnow best practice guide) B. Werner, N. Srinivasan.

2009 - Accessible Customer Experiences: Delivering Superior Experiences to All (white paper) B. Werner, D. Despain.

2009 - The Science of Web Self-Service. (conference presentation) B. Werner, D. Despain.

2009 - Agent Efficiency, Productivity and User Interface (white paper, conference presentation) B. Werner, S. Wedde.

2008 - Constructing a User Experience: The Cost-Benefits Compass (editor reviewed paper) B. Werner

2008 - What is Usability Engineering?, World Usability Day, Montana (conference presentation) B. Werner