We are a premier research & educational center focused on connecting academic, industry & societal leaders to discover and unleash the power of service.
Tempe, Arizona
Joined September 2009
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CSL retweeted
Motivation is less about employees doing great work and more about employees feeling great about the work they do. s.hbr.org/3sBZPC0
CSL retweeted
Can #AI be used to uncover deception?
Jonathan Bundy of @WPCareySchool discussed his recent study with @asunews, revealing that AI can now detect deceptive communication by American CEOs with an 84% accuracy rate.
Read more: ow.ly/enom50Q0QRB
CSL retweeted
How should we approach AI policy? An @ASU expert discusses how any new technology, especially for general-purpose, disrupts existing roles. But it also creates new roles. tinyurl.com/yckvajhp via @asunews #AI #ASUFaculty
CSL retweeted
Cognitive diversity makes a group smarter. To make it work, your team has to disagree sometimes. s.hbr.org/47IQt7A
CSL retweeted
Shared Lessons for Customer Service and Field Service Organizations serviceleadershipblog.com/20… via @WPCCSL
CSL retweeted
How do consultants learn about their clients’ challenges while also showing they have the expertise to solve them? hbr.org/2018/07/how-consulta…
CSL retweeted
Heat-associated deaths in Maricopa County might be drastically underestimated. #ASUExpert/@asuhealth’s Dr. Pope Moseley spoke with @azcentral about heat’s hidden impacts — full story: azcentral.com/story/news/loc…
CSL retweeted
.@Ginger_Zee visits Arizona State University to meet ANDI, the heat robot that is helping to find safer ways to exist in a warming world.
CSL retweeted
Can college diversity survive the end of affirmative action? vox.com/scotus/2023/6/29/237…
CSL retweeted
HANDLING ADVERSITY
"If you use adversity right, it will buy you a ticket to a place you couldn't have gone any other way." (Tony Bennett)
CSL retweeted
Purpose isn’t magic — it’s something we must consciously pursue and create. With the right approach, almost any job can be meaningful. hbr.org/2017/12/to-find-mean…
CSL retweeted
The next frontier of customer engagement? AI-enabled #customerservice.
Leading financial institutions are leveraging #AI to create a virtuous circle of better service and higher consumer satisfaction while enhancing employees' #efficiency. Learn how➡mck.co/3phlj5P
CSL retweeted
8/ Dr. @sterbone of @USUAggies joins us once more to speak on the art of asking questions.
Open-ended positive solicitations brings about greater satisfaction measures amongst customers and employees alike!
Curious? Watch the video here.⬇
#Questions #CustomerService
CSL retweeted
5/ "To understand customer outcome, we have to understand employee experience."
Dr. @sterbone, Professor of Marketing & Director at
@USUAggies, lent us his expertise on VOE—a process aimed to improving work relationships.
When the employee is heard, your company thrives.⬇️
CSL retweeted
Trust's a big part of the customer experience. Regardless of how good a product or price is, if customers can't trust the company they're doing business with, they move on. With all the data breaches & questionable practices, trust in the customer experience is paramount.
CSL retweeted
If you know of any friction points along your customer's journey, you have two options: 1) Find a way to eliminate them, or 2) Find a way to make them more tolerable.
hyken.com/customer-service-s… #customerservice #customerexperience #CX
CSL retweeted
#ChatGPT can be used to create your strategy, if you use it the right way. bcghendersoninstitute.com/ch… @WarwickBSchool, @BCGhenderson, @BCG, @thinkers50
CSL retweeted
We have no idea of the breadth of use cases for generative #AI. Here's an example to quickly change image backgrounds depending on the season. It's mind-boggling and we're going to see people get really creative. retaildive.com/news/google-p…
