Self-service and Operational Excellence

Self-service has become a key option many businesses offer to their customers. It is appealing to the customers who are eager to take on the onus to get things done at their convenience. It is appealing to the business for many reasons. The business shifts the work to the customer,… [More]

From Functional Excellence to Integral Collaboration

Paper maps have been a staple in my luggage when I travel as I rely on them to get myself oriented in a new city. In my recent trip to France, I managed to rely fully on my smartphone. Prior to departure, I did some research to get myself oriented… [More]

Digitization is More Than a Technology Play

The self-service kiosk is finally in place at the MacDonald’s in my neighbourhood. I clicked through the screens to order a coffee and a croissant. The kiosk was easy to use. On that day, there was a line of customers waiting to use the kiosks even though the cashiers were… [More]

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