A relatively new offering from Genpact is pushing the bounds of what benefits an enterprise can expect from social media. Developed in concert with researchers at MIT’s Center for Collective Intelligence, the approach applies sophisticated analytics to email headers and identifies those communication patterns indicating a high likelihood that a problem is about to arise. This report examines this while exploring the potential disruption that it may bring to the IT services market. In doing so, it provides broad lessons for any business leader looking to leverage emerging technologies today.
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