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When Trains Start Running Late: Japan’s Digital Awakening

Blog: Forrester BPM Center of Excellence

I love going to Japan where everything works flawlessly and where customer obsession, or “omotenashi”, is deeply engrained into the culture of every institution: this is where, for instance, train operators apologize when their trains leave the platform 25 seconds earlier than schedule. It’s also an economy stifled by a widespread risk averse culture, a […]

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