By: Jeanne Bliss Over the last ten years I’ve become convinced that annual planning is the Achilles’ heel of customer experience. It is at the root of what inhibits the most efficient investment on priority investments in customer driven growth. That is because annual planning usually starts with the silos, not the customer asset, and not …
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 …
If you attended Compete through Service symposium then you had an opportunity to hear excellent presentations by Bruce Temkin and Derrick Hall about Customer Experience. In this post, Bruce Temkin talks about his interview with Arizona Diamondbacks CEO Derrick Hall and highlights some of the main ideas Derrick Hall shared with the symposium attendees.
By Darima Fotheringham Bruce Temkin, CCXP, is a Co-Founder & Chair of the Customer Experience Professionals Association and the Managing Partner of Temkin Group. He is widely viewed as a leading expert in how large organizations build differentiation with customer experience. As the Managing Partner, he consults for leading global companies, is a keynote speaker at top …
Compete through Service Symposium is an annual event hosted by the Center for Services Leadership at W. P. Carey School of Business, ASU. It brings insights from inspirational business and academic thought leaders on competing profitably through service.
To kick off the 2014 Compete Through Service symposium, we would like to introduce you to our team. We look forward to connecting with you this week at the symposium! Meet Mary Jo Bitner: What is your favorite place to visit in Arizona? Flagstaff, in the summer or fall. Other than ASU, what college team …
By Randy Wootton The Challenge Today, more and more companies depend on software as a service (SaaS) to operate essential parts of their business, such as managing their relationships with customers, driving sales performance, and maintaining employee communication. As the industry and surrounding ecosystem that delivers these services matures, it faces a growing demand for accountability and results. …
By M. Bridget Duffy, MD In an era that challenges healthcare organizations to do more with fewer resources, patient experience is often considered an add-on. However, in an increasingly competitive environment, organizations can no longer solely focus on stripping out waste and reducing costs. A growing body of evidence points to the human experience as …
click on the slide to begin the webcast Leaders of product-based companies are under an enormous pressure to stay competitive by shifting revenues from selling goods to delivering services and solutions. Yet few executives realize the extent to which they must change their organizations to succeed in growth through services. In this webcast, Dr. Mary …
