Browse the SRC




Search within: Entire SIG Website
  


Customer Care Transformation

From the 2012 Emerging Markets Research Group Summit, a case study in customer experience and care transformation.
New IT Models – E.W. Scripps’ Journey – and How to Sustain the Gain and Promote Innovation (PDF file)

Table of Contents:
• Context - Need for change
• SaaS

– What is it?
– Business case
– Hybrid Model (Initial)
– Hybrid Model (Final...