Blogs By Category: Customer Centricity

The lines are beginning to blur between communications and other major service industries such as banking and healthcare, creating a seismic shift in our market which will have a profound impact on the growth of many Communications Service Providers (CSPs...

“The public deserves competent, efficient, and responsive service from the Federal Government.”  This opening line from Executive Order 13571, cited on a number of occasions during the Digital Government Institute’s recent Government Customer S...

Tom Groenfeldt at Forbes did a great job capturing an interesting debate at the panel I was on at the BAI Retail Banking Conference in Chicago a few weeks ago. He correctly describes me as “dragging the conversation back to customers” when we began wa...

The ability to seamlessly manage customers across the entire lifecycle and thereby maximize customer value remains an elusive goal for most organizations.  There are many reasons for this: companies have established artificial customer service bounda...