On December 7, 2018, the rector's office honored all (former) PhD students of the University of Münster, who successfully completed their doctoral studies within the last year and whose dissertations were graded "summa cum laude", i.e., with distinction. The list of the 88 researchers, who were honored by rector Prof. Dr. Johannes Wessels, prorector Prof. Dr. Monika Stoll and prorector Prof. Dr. Regina Jucks, also contains four members of our ERCIS network: Dr. Friedrich Chasin and Dr. Hendrik Scholta from the Chair for Information Systems and Information Management (headed by Prof. Dr.

In an ever-changing world where customers constantly switch between multiple channels and have an always-on expectation in terms of being heard and answered, both BPO providers and brands must work harder to deliver seamless customer interactions.

Digital must sit at the heart of customer-centricity and customer-first thinking must be aligned across internal stakeholder groups. Whether it’s IT, marketing or operations, all departments need to come together to develop customer journey models.