Some of our recent work with organizations from around the globe has taught us that the complexity in customer experience is increasing faster than ever. More and more regulatory frameworks, the need to apply AI to the design and implementation of great customer experiences, the increased speed at which customer [...]
Launch Pad to Improvements in Customer and Employee Centricity Organizations are much like living organisms. Calls are coming in, sales orders are going out, meetings are held, ads produced, strategic decisions made – its hustling and bustling with activities of everyday life. If all is going well, everything should [...]
Finding and retaining talent becomes a more and more difficult task for organizations around the world. But how can you Attract competent candidates, Convince them to join your organization, and Retain them for as long as possible? In this keynote, Customer Institute president Stefan Osthaus shares three proven and [...]
Think back to the last positive experience you have had with a company as their customer. They might have processed your order faster, patiently lead you through an issue with your purchase, or offered an added service that pleasantly surprised you. Chances are all of these positive experiences had company [...]
The past several years showed us that now more than ever entrepreneurs can’t afford to sit out a crisis, whether it is a global pandemic, economic recession, or a war. Disruption is steadily becoming the new normal, and the sooner business professionals learn to navigate their activities within it, the [...]
