Listen to my podcast with Paul Hagen and Derek Miers, both principal analysts at Forrester Research. In this Q & A, we cover how processes can drive one of the most important aspects of businesses today: customer service. That topic is also the focus of a new book from Forrester called Outside In: The Power of Putting Customers at the Center of Your Business.
Listen to or download the 21:05 minute podcast below:
Read the edited transcript here.