Category Management: Dead or Alive? Fine Tune weighs in, and the answer may surprise you…
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Procurement Needs a New Operating Model, Part 2: Talent
Preface: As a diamond is forged under conditions of intense heat and pressure, people and organizations are also capable of accelerated resilience and growth in response to a crisis. As stated in the 2021 Deloitte Global Human Trends report, “The challenge for many will be to sustain that momentum to discover new ways to thrive […]
Challenges in Contact Center Transformation
If you’re like most organizations, there’s a lot of talk of shifting from legacy systems to cloud-based solutions—for instance, adopting a contact center as a service (or CCaaS). This has the potential to be a great move. But it can lead to all sorts of issues if the wrong solution is chosen. We look at the challenges businesses face with CCaaS transformation—so you can avoid them.
Leaders in CCaaS Transformation
If there’s anything we learned in 2020, it’s that customer experience (CX) is vital to a business’ success. It was a time of uncertainty, which lead to a drastic change in how consumers behave. And it was the businesses that quickly adapted to these changes that maintained a competitive edge. Across the board, we witnessed […]
Procurement Needs a New Operating Model, Part 1: Process
As a member of the Procurement Foundry community, you faced the transformational events of 2020 and quickly evolved to meet the challenges within your organizations. Perhaps you might have even looked here, within the Foundry’s blog, for some guidance. When I wrote this first article of a three-part series on the reinvention of the procurement […]
