You are invited to attend a live webinar on Wednesday May 15 with CSL Executive Director Thomas Hollmann, who will sit down with Mary Jo Bitner, Executive Director Emeritus of the CSL, for a wide-ranging discussion on the impact and influence Mary Jo has had on the science and practice of services over the past three decades. Mary Jo Bitner is one of the founders of the service marketing discipline, having committed her career to the study of customer-employee interactions,…
Find out more »Adrian Paull We are excited to announce our second guest in the CSL’s webinar series, “A Conversation With …”. The series highlights insights from distinguished service leaders in Academia and Industry. The live webinar, exclusively for our board members and CSL network members, will take place on Thursday, August 29 at 9:00 a.m. (AZ/PT) with CSL Executive Director Thomas Hollmann, who will sit down with Adrian Paull, longstanding CSL board member, contributor, advocate, and retired Vice President of Customer &…
Find out more »Stan Phelps Little things make a big difference in customer experience. In this keynote presentation, Stan shares the key ingredients of creating signature added value. We'll cover the 12 different types of purple goldfish in the two main categories of value and maintenance. Little extras such as the importance of follow up and how to handle mistakes. Stan is very engaging and will challenge you to think about how to position your services/service experience to customers in some new ways. This…
Find out more »Tuure Tuunanen We invite you to join us for our next live webinar in our “Conversations with…” series. This time we will feature Tuure Tuunanen, Professor of Computer Science and Information Systems from the University of Jyväskylä, Finland. In this webinar, Thomas Hollmann and Turre will discuss how services have evolved through the changes in technology over the past 25 years, and how the rapid growth in tech is propelling services into the future. There will be live Q&A during…
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