From the Editor

The explosive growth of digital channels in recent years is changing the face of service delivery. But while organizations scramble to provide every possible channel to customers, the process and operations management side has yet to catch up with the technology.
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current issue
Upgrade the Self-Service Experience

Cultivating your own branded community can help to build stronger social relationships that will deliver value for your customers and the business.
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Ciena Corporation

An innovative “inside-out/outside-in” initiative aligns internal measures with customers' perceptions of performance.
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