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October 2017

Compete Through Service Symposium

October 25, 2017 - October 27, 2017
Hilton Scottsdale Resort and Villas, 6333 N Scottsdale Rd
Scottsdale, 85250 United States
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The annual Compete Through Service Symposium is only conference of its kind that brings the most innovative minds in business and engaging academic thought leaders together to advance the science of service. It is where you will experience in-depth education specifically designed to help you face the challenges of competing and profiting through service. Visit for updates regarding the 2017 program. For information on the 2016 program, visit: wpcarey.asu.edu/cts.

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May 2019

Annual Economic Outlook Lunch

May 2, 2019 @ 11:30 am - 1:00 pm
The Scottsdale Resort at McCormick Ranch, 7700 E. McCormick Parkway
Scottsdale, 85258 United States
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Webinar: A Conversation with Mary Jo Bitner

May 15, 2019 @ 9:00 am - 10:00 am

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,…

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June 2019

Summer Board Meeting at Boeing Charleston Facility

June 26, 2019 - June 27, 2019
Boeing Facility Charleston South Carolina, 5400 International Blvd
North Charleston, SC 29418 United States
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Free for Board Members and their Guests

We hope you can join us for this CSL Board hosted event at the Boeing Charleston facility. The program outline will be as follows: Optional dinner Wednesday evening, June 26th in downtown Charleston at Hyman's Seafood, 215 Meeting Street, Charleston. Program Thursday, June 27th from 9:00 to no later than 3:00 at the Boeing facility which is near the Charleston Airport.  We will have the tour of the facility where the 787 Dreamliner is built in the morning, lunch, and…

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August 2019

Webinar: A Conversation with Adrian Paull

August 29, 2019 @ 9:00 am - 10:00 am
Exclusively for Board Members, Board Liasons, and CSL Faculty Network Members

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 &…

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September 2019

Webinar: Stan Phelps Purple Goldfish – Little Things Create Customer Wow

September 26, 2019 @ 9:00 am - 10:00 am
Exclusively for Board Members, Board Liasons, and CSL Faculty Network Members

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…

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November 2019

Fall Board Meeting at the Phoenix Convention Center

November 7, 2019 @ 8:00 am - November 8, 2019 @ 12:00 pm
Phoenix Convention Center, 100 N 3rd Street
Phoenix, 85004 United States
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Free for Board Members and their Guests

The CSL's Fall Board Meeting event will be taking place Thursday, November 7th and the morning of Friday, November 8th.  CSL board member, the Phoenix Convention Center, has agreed to host this event and we appreciate their generosity!  https://www.phoenixconventioncenter.com/ They have a beautiful facility in the heart of downtown Phoenix. To register visit: https://www.eiseverywhere.com/fall2019boardmeeting (Members of the CSL Board only.) The overall agenda is as follows: Thursday, November 7th  - 9:00 to 3:00 - Will be a board member hosted…

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January 2020

Webinar: A Conversation with Tuure Tuunanen

January 15, 2020 @ 10:00 am - 11:00 am

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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January 2021

CSL Board Thought Leadership Call – Digital Transformation of Services

January 21, 2021 @ 10:00 am - 12:00 pm

(Note: This is a CSL Board member and invitation only event.) CSL Board, special guests, faculty, and staff will join in this Zoom call to discuss current topics in service leadership. The call leaders will be Stephanie Trunzo, General VP, Transformation & Offerings for Oracle and Dr. Tuure Tuuanen, Professor of Computer Science and Information Systems and Vice Dean of Research from the University of Jyväskylä, Finland.    In her role at Oracle, Stephanie leads the continued shift to an…

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November 2021

Special CSL Board Event – Mayo Clinic with Keynote Speaker Dr. Len Berry

November 5, 2021 @ 9:00 am - 4:30 pm
ASU Health Futures Center, 6161 E Mayo Blvd
Phoenix, AZ 85054
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Board Only Event

Professor Len Berry This is a private CSL board and special guests only event. The CSL, along with CSL Member firm Mayo Clinic, are hosting a day long event, featuring Dr. Len Berry, a distinguished member of our faculty network, and a pioneer in the field of customer experience.  Len has done extensive work with Mayo on managing their patient experience. He will be presenting on "Management Lessons from Mayo: Inside one of the World's Most Admired Service Organizations".  We…

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