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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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…
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…
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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…
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…
Find out more »(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…
Find out more »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…
Find out more »January 13th, 2022 10:00 to 11:30 Mountain Time This meeting will cover the "New Workforce". We will be delving into and around the New Workforce as well as the hybrid workplace, the Great Resignation, etc. During the meeting we will be dividing into our smaller, faculty-led discussion groups. This meeting is for CSL board and liaisons only. RSVP via the Outlook calendar invite from Alicia Holder, Alicia.Holder@asu.edu.
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The 17th International Research Symposium on Service Excellence in Management (QUIS17) “Reimagining Service to Enhance Human Work and Life“ NEW DATES: January 28 to 31, 2022 Vin University, Ha Noi, Vietnam The world’s best conference on service management is coming to the most exciting location in South East Asia! Since 1988, the QUIS symposium brings together the best interdisciplinary academic research and management practices in a forum to advance the study of service management, service-dominant logic, service leadership, customer experience,…
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