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IT systems that meet and exceed customer expectations

IT systems enable businesses to offer new products and better services, but are also behind some of the irritating aspects of customers’ experiences. Organisations are reluctant to address customer failures or pursue business opportunities when the impact on the system landscape is unknown or presumed insignificant. The ability to consistently meet customer expectations requires alignment of systems, processes, people and practices. This involves a fundamental rethink of how systems are designed, used and deployed.

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