Out of sight is not out of mind: Enabling your offshore service provider to succeed.
In this presentation, Marte Thorbjørnsen Reid talks about the factors which have made Wilhelmsen’s journey a big success in outsourcing their Service Desk offshore. She explains why it is important to create trust and understand cultural differences and how to do so effectively.
Marte also explains how using end-user experience data transparently in all levels of communication has informed and aligned the service delivery discussions with Wilhelmsen’s offshore service provider.
Marte highlights why SLAs alone cannot help your MSP to create and deliver amazing experiences and increase end-user productivity unless one also considers the Experience Management Agreement (XLA) thinking.