Sam Shead in ZDNet covered a Capgemni report that reveals that decisions around cloud are increasingly being made by people outside IT departments. The article, "Cloud decisions are no longer in the IT department's hands--the suits have taken over
If you are involved with almost any form of service delivery, you should read the article "Four Ways to Reinvent Service Delivery" from the Harvard Business Review. The author's concentrate on innovations in health care and finance, but the...
If you manage customer service or a contact center, you probably are either looking for strategic guidance on how to meet increasingly difficult goals (customer satisfaction in the age of social media and empowered users), or you already have a...