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
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
The Shortcomings of Treating your Customer like a Customer
For years, we have heard business authors, professors and consultants preach about enhancing how we should conduct business – particularly in the area of providing the
TSI Insights – All About Customer Experience and Change Readiness
Trending Customer Experience (CX) Articles Recently, there have been some amazing articles highlighting the value of taking a fresh look at what YOUR customers
TSI’s Favorite Harvard Business Review (HBR) Articles: May, 2017
A few of TSI's favorite Harvard Business Review articles come to us from over the years, focused on a number of organizational topics, from transformational leadership to
TSI Service Offering Announcement & Customer Experience (CX) Training Updates
"Raise the BAR" with TSI's Business Advisory Retainer Services (BAR) What would you do with one free day of expert consulting assistance? What if you had immediate
7 Questions to Keep your Organization Relevant
Do you remember when you graduated from college? I’m guessing if we try really hard, we can remember all the way back then. Like you, I was filled with excitement and had
Level Up – Design an Amazing Customer Experience
I was speaking to a colleague who runs operations for a large service provider that serves the hospitality industry last week. He lamented "now that our business is
TSI’s Latest Updates – Customer Experience Updates and More!
New and Improved (and discounted) Customer Experience (CX) Training Improving your customer's experience is one of the best improvements you can make this year. You've
Customer Service in Higher Education
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