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Multichannel Contact Center

Multichannel Contact Center Strategy: Delivering your Brand Promise in STYLE

In the increasingly competitive business scenario, the end-to-end customer experience and delight has become a new area, which no one can afford to neglect. It is of paramount importance to deliver superior services with differentiated experience while aligning with the ever-changing customer preferences and needs. Likewise, technology has changed the way organizations manage relationships with […]

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sustaining momentum

How To Sustain Momentum in Business Transformation

In today’s exponentially disrupted business environment, incremental improvement is not enough. It is not enough to win today. We have to be able to continue to evolve today and in the future. In the world of unprecedented disruption and market turbulence, Business Transformation today revolves around the need to generate new value. We need to […]

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architecture-bridge-buildings-1372014

Real Estate 101: Developing an Integrated Real Estate Strategy

Disruption is constantly changing the retail business environment.  In fact, it is adding complexities to it with every passing day.  Sweeping changes in consumers’ behaviors and the challenges to retail economic models are pushing the current retail models to undergo considerable transformation.  A number of organizations that possess a sizable property portfolio find it challenging […]

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Strategic Cost Reduction Primer: A Systematic Approach to Transforming Costs

Cost Optimization Programs are hard to manage, sustain, and often tend to fall short of delivering the promised value.  The failure could be attributed to many reasons—including lack of clearly delineated objectives, failure to account for the operational difficulties, internal resistance to change, trying to cut corners from everywhere, not paying attention to planning optimal […]

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Target Operating Model pic1

Redefining the Imperative in Mergers and Acquisitions – The Target Operating Model

When organizations go into Mergers & Acquisitions (M&A), its future operating state changes. A fundamental question will arise as to what the Target Operating Model (TOM) of the resultant organization will look like. What is TOM? The Target Operating Model (TOM) represents a clearly defined target structure in which the relevant unit should operate in […]

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Unravelling the Balance of Power in a Matrix Organization

At the heart of the operation of the Matrix Organization is the “Balance of Power” between the Project Manager and Functional Management. Yet, even if there is Balance of Power, the question as to who is the real boss remains to be asked. Theoretically, it should be possible to divide the authority and responsibility equally […]

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resource utilization pic2

Getting Ready for the 21st Century Resource Revolution: Are We Ready?

Resource Utilization and Productivity is the 21st century Business Strategic Model. Resource Revolution represents the biggest business opportunity in the century. However, to be successful, this calls for application of new approaches by Management. Companies that stick to the old “2% solution” will soon be obsolete. The “2% solution” is an old adage where performance […]

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How to Conduct RACI Charting and Analysis Professionally?

Functional areas in an organization are often marred with ambiguities–some process related and other role related.  The Responsibility Assignment Matrix or RACI Charting is a simple technique to resolve these ambiguities.  It works collaboratively to clearly identify functional areas and roles and responsibilities in order to complete a desired activity. The RACI Acronym stands for: Responsible […]

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top 10 trends

Facilities Management (FM) Top 10 Trends: Are We Catching Up or Is It Catching Up with Us?

Technology and changing attitudes to the workplace are driving a transformation of corporate real estate. Gone are the days when the real estate function was an overhead and its professionals solely as engineers. FM is coming of age. The next generation of real estate professionals will resemble business managers and leaders. They will combine empathy, […]

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1st pic 5 Growth Drivers

Understanding the 5 Major Growth Drivers of Facilities Management (FM)

Worldwide, the Facilities Management (FM) outsourcing market is evolving. It is not just expanding but evolving. The industry is transforming from a predominantly single service local outsourcing model to an integrated services delivery model. The changing demands in the market now require a new way of thinking about the delivery of FM. Facilities Management must […]

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The Last Mile Exchange 1st pic

The Final State of Retail Strategy Is Building the Last-Mile Exchange: Are We Not Far Behind?

E-Commerce is growing fast. Keeping up with the growing volume of e-commerce now requires delivery companies to disrupt their long-standing business model. This can bring peril to retailers and transportation companies who are now faced with challenges in this fast-changing marketplace. With the boom in e-commerce, there is the urgency for companies to retool their […]

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Digital FM pic1

When Facilities Management Goes Digital, Are We Ready?

Facilities Management (FM) is going digital. Digital technologies are changing the way we imagine, plan, develop, use, and manage facilities.  Countless organizations are pursuing Digital Transformation initiatives related to FM. This development can be daunting for Facility Managers. The role of Facility Managers have stretched beyond providing workplaces and making sure that equipment and systems are […]

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