We are very excited to share that CSL’s Co-Executive Director Mary Jo Bitner and CSL’s Distinguished Faculty and the former CSL’s Executive Director Stephen Brown were selected for the prestigious Grönroos Award. The Grönroos Award acknowledges pioneering and innovative advancements in service research in the spirit of the Nordic School of Marketing thought. Professor Mary Jo Bitner was recognized …
W. P. Carey School of Business, Where Business is Personal ASU’s W. P. Carey School of Business is committed to creating an experience for our students that’s uniquely their own by building a tight-knit community through small classes, team-based learning, and individualized attention every step of the way. As one of the largest business schools in the country, we recognize that …
The Arizona State University Center for Services Leadership and the Co-Chairs of the Third Annual Organizational Frontline Symposium (February 2017) are pleased to announce the awards for 2017 Young Scholar Research Competition. The competition accepted research proposals focused upon ‘frontline’ topics, and the lead author was required to be either a current doctoral student or …
The Center for Services Leadership is continuing its role as a leader in service education with the announcement of the Strategic Service Institute (SSI), March 13-17, 2017. SSI is the only program that provides an immersive executive education experience that focuses on the delivery of service excellence. The development of this new format is the …
Webinar with Dr. Michael Wade, Professor of Innovation and Strategy and Cisco Chair in Digital Business Transformation, at IMD Business School, located in Lausanne, Switzerland and Director of the Global Center for Digital Business Transformation, an IMD and Cisco Initiative Author of Digital Vortex: How Today’s Market Leaders Can Beat Disruptive Competitors at Their Own Game …
The term “moment of truth” (MOT) is not new to me and I was happy to learn it was an integral part of the customer-experience community vocabulary. As I have visited with many in the community, I’ve discovered there are various definitions for MOTs in relation to the customer journey. It is generally agreed that …
Thank you to everyone who attend this year’s CTS Symposium! Save the date for next year’s symposium: October 25 – October 27, 2017. We hope to see you next year!
Check out CTS speaker, James “Alex” Alexander, and his thoughts on Customer Success
In early September, I traveled with friends along the Dalmatian coast, enjoying the sunshine and lingering over cappuccinos late into the night. One evening at dinner, I couldn’t help but remark about the wonderful service at the restaurant. While it was the end of the busy tourist season, our waiter was amazingly attentive. He made …
We invite you to join us for 2016 Compete Through Service Symposium on October 26-28th, in Scottsdale, AZ!
This year the Symposium will emphasize three themes: Branding Your Customer Experience, Digital Transformation of Service, Growing the Service Business.
