The INSIGHT Group / CSL CTS Symposium Survey Panel By Ed Petrozelli By all accounts, the use of big data and analytics is exploding. Ironically, relatively little hard analysis has been done to assess exactly how it is being applied, and to what effect – especially as it relates to services. So, as has been …
By Jeffrey Wartgow In preparation for this year’s upcoming Compete Through Service Symposium, I took time to reflect on the trends that will impact field service over the coming years. After sifting through analyst reports, notes from customer meetings, and other industry insights, some major themes kept surfacing – and one overarching idea emerged: what …
By: John Abraham Several years ago, I met a successful customer service director in a retail bank. She had led the charge to bring customer experience thinking into the bank’s branch operations and call centers, defining how the company’s brand promise should be reflected in customer interactions. In fact, they had developed a specific greeting …
How extraordinary service communities cultivate human flourishing By Christopher P. Blocker and Andrés Barrios Service experiences are so common we often forget when we are “experiencing” them. As a society, we spend quite a bit of time, money, and energy in service settings like healthcare, education, entertainment, food, government, and transportation, to name a few. For …
Interview with Laurel Anderson and Amy Ostrom, Editors of the Special Issue of Journal of Service Research, Transformative Service Research: A Multidisciplinary Perspective on Service and Well-being In August of this year Journal Service Research published a highly anticipated special issue on Transformative Service Research, a Multidisciplinary Perspective on Service and Well-being. The entire issue will …
