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. Flavio Martins. flavmartins.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

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.

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. Applying the Moment of Truth concept to technology. As technology emerged and matured, Normann realized the potential for applying technology to MOTs.

Touchpoint 40

Touchpoint Definition Airlines Interaction 40

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’m very proud of the thought leadership content we produced and the extent to which it was adopted by organizations around the world.

2002 30

2002 B2B Culture Events 30