From the 2012 Emerging Markets Research Group Summit, a case study in customer experience and care transformation.
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For decades, outsourcing customers and service providers have operated under the flawed assumption that the time, expense and relationship damage associated with litigation or arbitration would...
Most outsourcing relationships run into some kind of trouble at some point. How well you handle that trouble determines how much value is destroyed (for both sides)...
Original Source: Morgan Stanley
"A business continuity event is an interruption with potential impact to normal business activity of the Firm’s people, operations, technology, suppliers,...