Richard Holmes is Chief Operating Officer at Promapp, an industry-leading, global provider of cloud-based process management (BPM) software for creating and managing business processes online. Richard has an extensive background in business transformation and is passionate about process improvement. He has helped hundreds or organisations around the world navigate change and develop and foster a positive improvement culture.
From this author
Today’s outsourcers and shared services operations are expected to deliver not just cost savings, but also innovation, agility, quality and growth. At the same time the bar has been raised when it comes to expectations with customers having lower tolerance for mistakes, delays or poor service. In fact, Gartner rates customer experience at the top of CEOs’ priorities for 2017. It is the ability for organisations to respond and adapt quickly to both customer requests and changing market...