What are the Pros and Cons of Viewing Students, Alumni or Donors as Customers? The topic of whether universities and colleges should view their students, alumni and
Insights
What is the Forgotten Dimension of Hiring a Consultant?
Organizations approach the process of hiring consultants in many different ways, ranging from highly structured methods to more ad hoc approaches. However, regardless of
Mastery of Customer Experience May Be the Difference Between Success and Failure
In today’s world of increasing options and ever-present information, the customer experience is paramount to a company’s success. According to actual data, 80% of
How Leaders Look at Process – 4 Questions to Ask Yourself (and improve)
Many of our clients come to us when their processes or customer experiences are far from stellar. In these situations, swift and critical action is essential to triage
Your 2024 Wrapped With TSI
Friends of TSI - Thank You and Happy Holidays! 2024 has been a wonderful and productive year. We've been able to help many corporations, higher
Are You REALLY Enhancing Your Customer Experience (CX) To Create an Unfair Advantage For You? Or For Your Competition?
While the predictions from Gartner and Oracle in previous years highlighted the rising importance of customer experience, it's undeniable that in 2024, CX is not just a
Change Culture by NOT Changing Culture
I was catching up on quite a bit of periodical reading recently. For me, this typically includes a wide range of sources ranging from HBR, CIO Magazine, Chronicles
Why a Positively Memorable Customer Experience (CX) Matters
Let me tell you about a few of my recent "1st World" problems: A while ago I was in Montreal checking in a hotel (part of a major chain) at about 10 PM. The night
Everything YOU Ever Wanted to Know about Process Improvement and Lean, but Were Afraid to Ask
Why Consider Lean Process Improvement or Process Management? Recently, on a videoconference call, the CEO for one of our clients remarked with a lot of urgency that
34 Years Later – Is the Discipline of “Process Reengineering” Still Relevant in 2024?
A while ago, I was talking with a distinguished executive working in financial services about the types of projects we are working on. After I covered a brief summary,