From the 2012 Emerging Markets Research Group Summit, a case study in customer experience and care transformation.
Browse the SRC
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)...
How to establish and maintain a supplier performance management program, including a case study of Fidelity Investments.
What is TCO?
Why should we think beyond rate?
Open discussion on industry application in various categories?
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,...
Team work makes the dream work! Today more than ever an organization's ability to be agile in managing their external workforce has been a key differentiator in remaining resilient through moments...