Comm100
MARCH 8, 2017
Roy Atkinson is a senior writer and analyst who specializes in guiding organizations to better customer service and customer service management. His Twitter explores the connection between customer service and technology, and is jam-packed with useful customer service resources. Jeanne Bliss. JeanneBliss.
SuiteCX
FEBRUARY 22, 2017
His book Service Management: Strategy and Leadership in Service Business, Third edition (2002) gives us the greatest insight to his thought process regarding MOTs. Applying the Moment of Truth concept to technology. As technology emerged and matured, Normann realized the potential for applying technology to MOTs.
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SuiteCX
FEBRUARY 22, 2017
His book Service Management: Strategy and Leadership in Service Business, Third edition (2002) gives us the greatest insight to his thought process regarding MOTs. Applying the Moment of Truth concept to technology. As technology emerged and matured, Normann realized the potential for applying technology to MOTs.
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’. We wanted to make sure CX was driven by practitioners, not technology”. For CX to thrive, it needed a community of professionals.
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.
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