Phase I – Efficiency and Productivity
Streamline functional processes
Reduce operating costs
Free up time for staff to add value
Improve customer experience
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Phase II – Business Performance
Standardize processes globally
Digitize end-to-end services
Scale workforce to meet demand
Improve customer retention
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Phase III – Business Transformation
Create new services and products
Interoperability and IT transformation
Transform the contact centre
Scale subsidiaries and regions
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