ABSTRACT
The goal of customer engagement hubs/centers is to not only provide service to customers as they move among communications channels, but also to deliver the correct business rule determining the next best action, information, or process needed to engage the customers. To effectively manage change in the organization, reader must first educate leaders and gain their commitment and support for the effort. In recent years, author have seen a change in how firms organize their production into global supply chains where companies are increasingly outsourcing some of their activities to third parties and are locating parts of their supply chain outside their home country. Risk management is about using innovative planning to reduce potential disruptions by preparing responses for negative events.
