A company called Vocal Laboratories provides video commentary on a six-minute customer service call to Hewlett-Packard. HP treats its customer rudely, like cattle. They waste the customer's time. They make the customer sit through six minutes of silence, hold music, and pointless questions. Then they abruptly hang up on the poor guy without providing any help at all. But the most shocking thing of all is that HP is not unusual in this behavior. It's a typical call by any customer to any compan
There's a new study out by Duke University challenging the belief that a common reason businesses go to China and India for engineers is because the United States doesn't graduate nearly enough of them. The main reason businesses offshore outsource, the study concludes, is because the salaries are lower. Well, no $#*&!
Of late, there have appeared a number of not-so-subtle signs that India is moving well beyond its traditional role as host for low-level back office and IT work from the West. The only question now seems to be when (not if) we'll see the first U.S. corporation move its headquarters and CEO to the subcontinent. Here's what to watch for:
The Business of Going DigitalDigital business isn't about changing code; it's about changing what legacy sales, distribution, customer service, and product groups do in the new digital age. It's about bringing big data analytics, mobile, social, marketing automation, cloud computing, and the app economy together to launch new products and services. We're seeing new titles in this digital revolution, new responsibilities, new business models, and major shifts in technology spending.
What The Business Really Thinks Of IT: 3 Hard TruthsThey say perception is reality. If so, many in-house IT departments have reason to worry. InformationWeek's IT Perception Survey seeks to quantify how IT thinks it's doing versus how the business views IT's performance in delivering services - and, more important, powering innovation. The news isn't great.