Integrating KA with CX would be stupid. KA is small and if properly managed is possibly well placed to compete with the competition in many areas. One matter of great import is commands ! We may be one summer away from the great white hope that is expansion coming off the rails unless things done with a new mindset.
Would a CX operationally managed KA have the ability to rapidly reverse from the old ways of doing things, for a competitive advantage against our regional counterparts? Or would the first management consequence be contract compliance from the DPA due a legacy of confrontation? A possible disaster awaits. Or can't we just be sold off?
Last edited by Gnadenburg; 28th Mar 2017 at 05:43.