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Product Description
In Best Face Forward, Jeffrey F. Rayport and Bernard J. Jaworski argue that as this "front-office automation" revolution unfolds, competitive advantage will increasingly depend on deploying the right mix of interfaces with customers - human, automated, and hybrids of both - to surpass current levels of performance and service. Based on extensive research inside both start-up and established businesses, Best Face Forward proposes guiding principles and a practical auditing tool for determining how humans and machines can best collaborate in mediating critical customer interactions. Far from dehumanizing the workforce, the authors show how this revolution will create a "people-rich" workplace - one that combines the unique capabilities of humans and machines to create a better world for all of us.
About the Author
Jeffrey F. Rayport is Chairman and Founder of Marketspace LLC, a subsidiary of Monitor Group. Bernard J. Jaworski is Vice-Chairman of Marketspace LLC and heads its Monitor Executive Development business unit.
Inside This Book
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First Sentence
IN THIS BOOK, we argue that where competition is overwhelmingly intense and where products and services become commodities overnight, the only lasting competitive advantage will derive from superior interface capability-enabled by a reconfigured front office that takes advantage of the capabilities of both machines and people. Read the first page
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
IN THIS BOOK, we argue that where competition is overwhelmingly intense and where products and services become commodities overnight, the only lasting competitive advantage will derive from superior interface capability-enabled by a reconfigured front office that takes advantage of the capabilities of both machines and people. Read the first page
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Browse Sample PagesConcordance
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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