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Six business lessons relearned from the Pandemic
Why the pandemic response has many parallels to common business problems? The COVID crisis has been managed in different ways in most...
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The Five Myths of Omni Channel
Omni Channel – Harder than it sounds Many companies are talking up their Omni-channel strategies and capability. It is certainly getting...
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Myth: Offshoring - Five Things to Get Right
In a recent white paper we described that there were alternatives to offshoring to cut costs and improve the customer experience. We know...
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Customer Experience Driven Operating Models
Outside In or Inside Out? We’ve observed that many customer facing operations have been designed from an internal rather than a customer...