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Customer Service

4 articles

Latest

Retail

Why front-end customer service relies on backend operations

Posted by Nick Lefkonidjates on June 14, 2017

For the omnichannel experience to be successful, front-end platforms must align perfectly with back-end operations and systems such as ERP.

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Innovation

How to create a foundation for digital innovation: people & policy

Posted by Julian Tomison on August 25, 2016

One of the biggest barriers to digital innovation is peoples’ fear of failure, because it often underlies their resistance to change.

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Banking

Liquid customer engagement in banking

Posted by Craig Gettelman on July 21, 2016

Banks should revise their customer engagement and customer relationship management capabilities for greater flexibility and agility.

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Managed Services

Managed services and the importance of rightsourcing

Posted by Vishal Sarkar on October 13, 2015

Rightsourcing, as it relates to managed services, means taking into account skill set, location, strategy and ability to scale.

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