The Business of Customer Experience
- A Transformation Beyond Change
Over the last two decades, the effectiveness of offshoring has been often associated with the succinct mantra ‘come for cost, stay for quality and grow on value’, thereby giving a clear indication that cost save is, at best, a starting point for business process transformation, never the end in itself. In many ways, for Indian corporations, the reality to go beyond cost saves has become more than necessary in view of the huge change management requirements to adopt the Business Process Management (BPM) as a strategy. Be it, a Global In-house Centre (GIC), or India Shared Services or a BPO, the key differentiator for the value story is clearly about customer centric delivery, beyond cost saves!
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