Balancing Market Uncertainty With “Excellence” – The Leadership Challenge For The Year Ahead

This presentation took place at The 2025 OPEN MINDS Service Excellence Institute. OPEN MINDS Chief Executive Officer Monica E. Oss discussed how leading organizations are reinforcing their service delivery foundation while balancing performance excellence and innovation. Ms. Oss also covered insights into practical, executive level approaches to optimizing service lines for impact and efficiency, while aligning technology investments to support scalability and responsiveness.

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