In this report, we provide the honest, untainted answers you need to questions like: How are you best serving your customers? How do you measure your success? How do you charge for services? How do you resource most effectively? How do you set efficiency targets?
The answers to these questions also shed light on how you are taking advantage of innovations – and that is precisely the point. The framework for the customer-SSO exchange remains one based on solid, reliable, cost-effective, service delivery. What our survey shows is that today, while delivery is still about performance and excellence – the resourcing variable is changing dramatically.