· Amit Kothari · Project Management
Using Adaptive Case Management for Customer Success
Cyclops Vapor refused to reverse a bottle cap change despite customer complaints - ordered expensive automated machinery instead. This rigid workflow thinking kills relationships. Adaptive case management means giving employees real autonomy to create custom resolutions, not just choose pre-determined paths. Ritz-Carlton proves it works: employees proactively tilt TVs, place remotes on trays, and offer fresh coffee without being asked.