Mapping and visualizing service provider and client interactions: The case for participation

The interactions between service providers and their clients (touchpoints) define the service experience for clients and providers alike. In the context of IT outsourcing services, where one company contracts with another for IT services, these interactions are frequent and occur across an increasingly globally distributed delivery organization. The scope and complexity of these interactions provide a challenge for managing the service experience in that it is difficult for members of the delivery team to be aware of the wide range of interactions taking place with clients. This project is focused on designing ways to enable delivery teams to create awareness of their touchpoints with clients and to make changes to improve the overall client experience. Copyright 2010 ACM 978.