Most organisations that are outsourcing use the contract to manage regulatory and other risks. They place obligations on their suppliers to ensure that regulatory obligations are met, usually in the form of a set of policies that have to be adhered to.
Ron Baker’s article on Earning his Mouse Ears Part I (you can read Part II and Part III here) gives a fascinating insight into his experiences of attending the Disney University.
One of Forrester’s analysts, Kerry Bodine, recently wrote an excellent article on howService Design relates to CX and UX.
Rob Millar, Director at Transform UK, talks to Manchester Business School about the lessons he’s learnt in business.