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...
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...
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...
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...