Colleen Jones at UX matters (link) writes a thoughtful view about the term engagement and relates it nicely to experience design. She gives a definition from the Advertising ...

I have been following the fall of Starbucks with interest, and a recent comment by John Quelch on the Harvard Business Publishing blog (link) entitled ?How Starbucks? Growth ...

The Consortium for Service Innovation is a non-profit alliance of customer service organizations that are working together to solve industry-wide challenges. ... How much more ...

The Consortium for Service Innovation is a non-profit alliance of customer service organizations that are working together to solve industry-wide challenges. ... As a partner of ...

Customers and Markets. Service industries account for the majority of jobs, GDP, exports in the global economy. This forum focuses on the importance of service markets (segment ...