Companies were shifting to everything-as-a-service IT even before the pandemic boosted the value of flexibility, and the second Deloitte Everything-as-a-Service (XaaS) Study shows adopters increasingly prizing the XaaS model. Introduction Over the past decade, leaders have become increasingly taken with the idea of everything-as-a-service (XaaS). Across industries, organizations have looked
Exceptional customer service plays an essential role in the success of any eCommerce business. This is even more true now that the voices of consumers are becoming more and more powerful, thanks to social media. They are aware of it and are interested in wielding their power. That’s one reason
“During economic slowdowns, consulting, law, and accounting firms often start offering services and taking on clients they really shouldn’t, just to keep the lights on. This path is perilous. If a firm’s practices have a diffuse mix of clients and unclear strategic positioning, it will weaken the firm’s market profile
Most managers are struggling to navigate the impact Covid-19 is having on their organizations, but how the pandemic is affecting different parts of the enterprise varies dramatically from one department to the next. Where finance is grappling with critical questions of cash management, HR is dealing with stark choices about furloughs and layoffs, sales is trying to convince customers to continue to buy even as budgets are drying up, and IT is scrambling to support employees to be productive as they work from home.
As customer service has moved at a rapid pace toward digital channels in place of the telephone, consumers are using more than just words to express their compliments and complaints. More and more, they are using emojis – just as if they were texting to a friend. Digital customer service