Heart of the Customer

JANUARY 8, 2015

Think about Temkin Award Winner Oracle or CXPA Innovation Award Winner Blue Cross Blue Shield of Michigan. Stories move your organization in a way that facts never will. Ask yourself, how do the best CX organizations tell their story? How do they do it? Not with PowerPoint!

Customer Journey Map 96

Customer Journey Map CX Voice of the Customer Innovation 96

Fonolo

APRIL 25, 2019

This, our final story, stars an 18-year-old pizza store manager from Steve’s Pizza in Battle Creek, Michigan, who drove over three hours to Indianapolis to deliver two 16-inch pizzas to a former loyal customer. As an innovator in the space, Shai is on a clear mission to educate the call center industry on how to improve the customer exp.

Customer Service 104

Customer Service Contact Center Education Customer Retention 104

Qualtrics

JANUARY 23, 2019

Dave Ulrich – Ulrich is a speaker, author, professor at the University of Michigan, and a partner at The RBL Group. Lydia Dishman – Dishman is a reporter at FastCompany and other news outlets and reports on the intersection of tech, leadership, commerce, and innovation. She’s a self-proclaimed feminist and a Bronx native.

Social Media 52

Social Media Technology Technology Start-ups 52

Qualtrics

JULY 23, 2019

Justin Wolfers – Wolfers is a professor of public policy and economics at the University of Michigan, a contributor for the New York Times, an editor of the Brookings Papers on Economic Activity, and a member of the Congressional Budget Office Panel of Economic Advisers. He has a Ph.D. from Harvard in economics.

Net Promoter Score 32

Net Promoter Score Entertainment CRM Innovation 32

Qualtrics

JANUARY 16, 2019

James Wagner- Research Associate Professor, University of Michigan’s Survey Research Center. Peter Mackey Head of Strategic Innovation, Wizer. Who should go: Market research leaders looking to gain new, innovative ideas. Jill DeMatteis- Associate Director of Statistical Staff, Westat. Date: April 23-25, 2019.

Gambling 28

Gambling Non-Profits Government Innovation 28

Comm100

MAY 22, 2020

If you want an excellent example of innovative and relevant names, look at the sports team names in the NFL, NBA, and NHL. Names like Cleveland Cavaliers, Golden State Warriors, and Michigan State Spartans all portray a group of fighters and warriors.

Omnichannel 52

Omnichannel Sales Sports Social Media 52

Comm100

MARCH 8, 2018

If you want an excellent example of innovative and relevant names, look at the sports team names in the NFL, NBA, and NHL. Names like Cleveland Cavaliers, Golden State Warriors, and Michigan State Spartans all portray a group of fighters and warriors.

Sales 12

Sales Sports Innovation Customer Service 12

Intercom, Inc.

JANUARY 28, 2021

The interesting space was how innovative organizations were partnering with the government to reach people at a time when folks really needed help. ” And that’s the part that hinders innovation.”. That’s always been true. If we can be there, it changes how we work together for and with and by the government.

Government 249

Government Start-ups Innovation Technology 249