Customer relationship management: Diverting to India

It is hard to believe but a group of people in their twenties watching videos of British soaps and sitcoms in a darkened room in one of the commercial districts of Bangalore represents the beginning of the biggest revolution to hit the global financial services industry. According to management guru Tom Peters, they represent a shift in work practice that is potentially more fundamental than the displacement of production line jobs from the US and Western Europe to South East Asia 25 years ago.