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. Shep Hyken. Jeanne Bliss.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

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.

2002 30

2002 B2B Culture Events 30

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. Normann says: “…the customer is often more than just a customer – he is also a participant in the production of the service. Thankfully, he wrote quite a lot.

Touchpoint 45

Touchpoint Definition Airlines Interaction 45

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. Normann says: “…the customer is often more than just a customer – he is also a participant in the production of the service. Thankfully, he wrote quite a lot.

Touchpoint 40

Touchpoint Definition Airlines Interaction 40