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As the technological changes
get more complex, the corporate world is confronted with
creating and engaging meaningfully with customers. The
technology changes would create opportunities for new
products and the service component would increasingly
become important. Customer experience is a key theme for
meaningful engagement in the market place. All the
sources of competitive advantage should lead to superior
and meaningful customer and stakeholder engagement. The
sources of competitive advantage could be numerous such
as access to scarce resources, technology, first mover
advantage, supply chain, marketing strengths, service
processes among other areas.
This conference attempts to explore the influence of
technology on the management of services across various
segments such as information technology, healthcare,
hospitality, telecom, education, infrastructure,
retailing, and logistics among others. It also assesses
how technology drives internationalization and
contributes to superior customer experience.
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