Purpose: While scaling is a viable approach to respond to growing demand, service providers in contact-intensive services (CIS) – such as education, healthcare and social services – struggle to innovate their offerings. The reason is that the scaling of CIS – unlike purely digital...

The cloud service market has seen a tremendous growth in recent years. Consequently, more and more service providers have entered this dynamic market, turning it into one of the most competitive markets in modern IT industry. With the market becoming mature, providers that focused on growth...

This article describes how cloud computing has been one of the most important IT topics in recent years. In increasingly greater numbers, service providers have entered this dynamic market turning it into one of the most competitive markets in modern IT industry. As the market matures, many...