Why should electric utilities take a closer look at supply chain risk management?

Why should electric utilities take a closer look at supply chain risk management?

Three years ago, I managed the vendor evaluation process for a utility assessing wireless options for telecom connectivity to substations. The field was limited to two vendors and cybersecurity was an important topic we wanted to explore in more detail with each. One specific area we sought to understand was the process used to address any cybersecurity issues that might arise with the...

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Why Easy Matters: Theme #3 – Online Banking Success Needs Accountable Vendor Partners

In my series of blog posts on Customer Effort Scoring, I wrote about how we recently executed a Customer Effort Score assessment, evaluating a group of West Coast based banks on their cross-channel customer experience. So far, I have written about the importance of Customer Experience governance and Integrating Branches with the Multichannel Experience.…

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