Beyond Philosophy

MARCH 16, 2023

We asked Forrest Morgeson, assistant professor of marketing at the Broad College of Business at Michigan State University and the director of research at the Customer Satisfaction Institute at Michigan, to discuss it with us on the podcast. He also anticipates growing pains from this technology implementation.

Customer Satisfaction 88

Customer Satisfaction Technology Technology Customer Experience Management 88

Execs In The Know

OCTOBER 30, 2022

The core theme of this year’s Summit revolved around Inspiration, Innovation, and Imagination to create legendary customer experiences. It was a packed three days of conversation and collaboration around a suite of technologies and strategies that are rapidly becoming the new digital front door for customers. But we’ll try!

Innovation 52

Innovation Artificial Intelligence AI CX 52

Fonolo

FEBRUARY 26, 2019

The now famous study from Dr. Adam Grant found that call center employees at the University of Michigan who had the task of cold calling alumni to ask for money performed better when they got to meet scholarship recipients and speak to them first hand. How to Efficiently Manage Service Levels with the Right Technology.

Customer Service 77

Customer Service Contact Center Education Technology 77

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. The cost-reducing impact of call-back technology. The 225: Mile Pizza Delivery. Successful case studies. Plus, so much more!

Customer Service 104

Customer Service Contact Center Education Customer Retention 104

Qualtrics

JULY 23, 2019

where he studies the consumer tech market across 32 countries and providing actionable insights and strategic recommendations to many of the top technology companies in the world. Follow Ben for insights into research and technology. ( @BenBajarin ). Follow Jeremiah for insights into market research and technology. ( @jowyang ).

Net Promoter Score 32

Net Promoter Score Entertainment CRM Innovation 32

Qualtrics

JANUARY 23, 2019

Dave Ulrich – Ulrich is a speaker, author, professor at the University of Michigan, and a partner at The RBL Group. Follow Heather for the latest HR and technology news. ( @HeatherLandy ). He’s a keynote speaker and global analyst for HR, business leadership, corporate learning and development, recruiting, and HR technology.

Social Media 52

Social Media Technology Technology Education 52

Qualtrics

JANUARY 16, 2019

Executives today want smarter and faster insights, and technology and automation are changing the landscape. Leverage the latest trends and technologies to advance your research. James Wagner- Research Associate Professor, University of Michigan’s Survey Research Center. Peter Mackey Head of Strategic Innovation, Wizer.

Gambling 28

Gambling Non-Profits Government Innovation 28