Featured Forum Posts View All
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What’s the Problem with CABs? Too Little Listening; Too Many Presentations!
What if you had a Customer Advisory Board meeting in which PowerPoint presentations were banned? What if your executives and product managers spent most of the first day listening deeply to their ...
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How We Co-Design Customer Co-Design
Many of the articles we write and many of the consulting, training, and mentoring projects we do involve improving customer experience and/or designing new and/or improved products, services, and business models. Like ...
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Amazon Raising Fee for Prime Membership
For those of us who are frequent Amazon.com shoppers, Prime Membership has been a great benefit. For $79 per year, you got free two-day shipping on most purchases (except ones sent directly ...
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Edward Snowden’s Call to Action
Edward Snowden has mobilized the Tech and UX communities to improve and to rescue the Internet. This is a watershed event. It’s an irresistible and catalyzing challenge that I believe WILL produce ...
Latest Articles View All
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Inconsistent Customer Service Information from Bank of America
Four Different CSRs; Four Different Responses
Trying to sign up to automatically pay my new Bank of America credit card balance each month turned into a long, frustrating mess because of inconsistent processes and the fact that not ...
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25 Years of Training Young Innovators
Your Next Hires? FIRST Inspires Young People to Invent and Innovate in Team Co-Opetition
FIRST is a nonprofit that offers a proven approach to team-based innovation. Its innovation framework has been refined over 25 years, with kids from 6 to 18, from 80 countries. Why not ...
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Leading an “Issues and Vision” Discussion with CAB Participants
Tips for Gaining a Lot of Customer Context in a Short Time
Want to kick off a Customer Advisory Board session the right way? Start by leading an Issues and Vision Discussion to surface customer issues and to create a bonding experience that will ...
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IBM’s MobileFirst “Customer Cloud” Strategy
Will Enterprise IT Execs Entrust Their Customer Data to IBM’s Cloud & Mobile Tools?
How do IBM’s MobileFirst and CodeName: BlueMix PaaS initiatives help corporate information technology executives and developers? Consider using these services to develop your company’s “Customer Cloud.”
