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June 2014

Is digital disruption haunting your BPO legacy?

By | 2017-05-12T10:02:35+00:00 June 11th, 2014|Performance Edge, Risk, Transformation|

Digital disruption, is haunting the Business Process Outsourcing (BPO) legacy for many business leaders. Gone are the days of outsourcing your process problems for quick tactical wins that compromises strategic needs. Where the seduction of labour arbitrage and small step change improvement overwhelmingly trumps reengineering for agility and the future strategic needs of the business [...]

May 2014

Customer communications “Houston we have a problem”

By | 2017-05-12T10:02:35+00:00 May 21st, 2014|Customer communications, Process, Risk, Transformation|

It was a few years ago now, but still raw in recollection of the chaos I faced when dealing with source system processes failing. Being responsible for one of the last processes in the chain, customer communications, little ripples from source data corruption becomes a tsunami in protecting the customer from the array of automated [...]