Storyminers

FEBRUARY 17, 2021

Not only are the people feeling the strain, so are the systems we have designed to support us. When it comes time to rebuild the severed connections and broken systems, we will need to make sure that we don’t end up with more of the same. It puts pressure on the system. 2020 was, to say the least, a pretty crazy year.

Groups 147

Groups Government Travel Tools 147

SuiteCX

FEBRUARY 22, 2017

Richard Normann (1943-2003) was a Swedish academic and management consultant who rose to prominence in the late 1970s and early 1980s for his work in emergent strategy, value creation systems, and service management. The most perfectly designed and engineered service delivery system will fail until things work out then.

Effort Score 113

Effort Score Touchpoint Airlines Interaction 113

SuiteCX

FEBRUARY 22, 2017

Richard Normann (1943-2003) was a Swedish academic and management consultant who rose to prominence in the late 1970s and early 1980s for his work in emergent strategy, value creation systems, and service management. The most perfectly designed and engineered service delivery system will fail until things work out then.

Effort Score 100

Effort Score Touchpoint Airlines Interaction 100

Talkdesk

MAY 23, 2019

One of the most interesting ones was I built a car sharing business for Shell back in about 2001, 2002. Adrian, you mentioned your Forbes column and a couple of your books and I have to say, How to Wow, I loved, for me as a customer experience professional. Did a bunch of really fun things.

Customer Experience 8

Customer Experience Groups Customer Experience Professionals Training 8

Qualtrics

FEBRUARY 20, 2019

From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA) in 2011, it’s little wonder he’s known as the ‘Godfather of CX’. I started my career as an engineer building submarine missile systems. For CX to thrive, it needed a community of professionals.

Groups 30

Groups B2B CRM Culture 30