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Research & Insight

Research & Insight

competivite advantage

The Pros and Cons of Single and Multiple IT Providers: Competitive Tension versus Accountability

Frank Usher, Managing Consultant

When considering sourcing alternatives for IT services, buyers must make a fundamental decision on structure. Do you want a single IT provider or multiple IT providers? Both have their pros and cons. Neither of the approaches is wrong. But each presents unique challenges, both in operations and in provider management. When IT outsourcing initially evolved, …

Beyond Automation: The Importance of Human Analytics in Social Media Monitoring

Anand Chopra, Ph.D., Research & Analytics, Wipro BPO

Mobile networking. Online games. Social computing. As personal and professional worlds collide, social media is generating huge amounts of unstructured data that’s brimming with business insights — from consumer preferences to competitor activities. That’s why many companies are using social media monitoring tools to “listen” to these conversations. These automated tools — from firms such …

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