Key Roles & Responsibilities

  • Building an Innovation Culture

    Learnings and Take-Aways from Patty’s Pioneers – Fall 2014 Meeting

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    For over 20 years, Patty Seybold has gathered a group of “Pioneers” with amazing track records in creating new platforms, products, and businesses. Here are practices they have in common that you can adopt to achieve similar success.
    Sep. 25, 2014
    All Members
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  • Why Alaska Airlines Considers Mobile Development a Core Competency

    Speed Up Improvements in Customer Experience through Mobile

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    With Curtis Kopf, Managing Director, AlaskaAir.com, and Customer Innovation at Alaska Airlines, we look at how he and his team are mastering agile development and making mobile technology a core competency.
    Feb. 21, 2013
    Strategies
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  • Creating Customer Advisory Boards that Your Customers Will Love!

    How to Design a Successful “Outside In” CAB Program for Your Customers and Top Executives

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    The most successful CABs follow a customer-empowered model in which customers’ issues and priorities are the focal point for the meeting. Don’t show off your ideas; let customers strut their stuff and see how well it meshes with your roadmap.
    Oct. 25, 2012
    All Members
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  • How to Innovate Business Models

    Should You Create a Business Model Innovation Factory?

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    Saul Kaplan’s book, The Business Model Innovation, clarifies why so many internal innovation projects fail: they challenge existing business models.
    May. 3, 2012
    All Members
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  • When and How to Embed Customer Co-Design into Your Projects

    What Customer Co-Design Options Fit Your Purview?

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    We have found at least six opportunities to embed customer co-design into the projects you’re already doing. Our recommendation? Use customer co-design early and often.
    Apr. 19, 2012
    Strategies
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  • Customer (and Partner) Segment Advocates

    Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization

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    One key to success in becoming a customer-centric organization is to have strong customer and partner advocates with clout. Here are some role models and suggested responsibilities that may help you build or refine these roles for your company.
    Sep. 13, 2011
    Strategies
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  • Key Role: SVP of Cross-Channel Customer Experience (or Equivalent)

    Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization

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    What’s the one role that makes the most difference in a company’s ability to “make it easy for your customers to do business with you”? An SVP of customer experience (or equivalent).
    Jul. 28, 2011
    Strategies
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  • Why Customer Experience Shouldn't Report to Marketing

    Operations May Be a Better Home for Your Top Customer Experience Exec

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    Where should your top Customer Experience executive sit in your organization? Don’t make customer experience a marketing position. The person responsible for your organization’s CX should ideally have purview over your entire company’s operations.
    Jul. 28, 2011
    All Members
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  • How to Think About Your Customer Experience and User Experience Design Strategy

    Make CX and UX Design “The Unique Way We Design Products and Experiences for Customers”

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    Customer experience (CX) and user experience (UX) design are strategic differentiators. We advocate creating a unified CX/UX strategy and elevating it to one of your three top initiatives. Here are some guidelines.
    Jun. 23, 2011
    All Members
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  • Bootstrapping Innovation

    Leveraging the Collective IQ to Achieve Powerful Results

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    The Doug Engelbart Institute's Bootstrapping Innovation system provides a structure for empowering people to solve complex problems together.
    Jun. 3, 2010
    All Members
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  • Building a Customer-Centric Company: Lessons Learned

    Advice to Customer Experience Executives from Aisling Hassell

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    Tips from the trenches on how to succeed as a Customer Experience executive.
    Jan. 21, 2010
    All Members
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  • Customer Innovation Guide: Core Competency 5

    Mastering the Fifth Core Competency: Leveraging Peer Production and Peer Promotion

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    Have you made it easy for customers to contribute product ideas, designs, or products themselves? Can they add value to your products by rating and reviewing them as well as peer contributions? See how you’re doing in this self-assessment guide.
    Apr. 3, 2008
    Strategies
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  • How Should You Manage Customer and Partner Portals?

    Roles and Responsibilities You'll Need for Your Customer-Centric Organization

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    This PSG Classic report presents the do’s and don’t’s of managing customer and partner portals. Although written several years ago, the rules of thumb presented still hold true and are perhaps even more applicable to today’s portal environments.
    Dec. 6, 2007
    Strategies
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  • Managing Customer Advisory Board Programs

    How Do Companies Structure, Manage, and Profit from Their B2B Customer Advisory Boards?

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    This report provides a summary of the current practices in managing B2B CABs.
    Nov. 21, 2007
    Strategies
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  • Partner Portals Should Be Combined with Customer Portals

    Why Not Design Your Partner Portals to Surround and Complement Your Customer Portals?

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    Partner portals and customer portals should be designed and managed together. The information and resources that partners need overlap with the information and resources customers want and need.
    Oct. 4, 2007
    Strategies
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  • Chief Customer Officer

    Jeanne Bliss Explains How to Overcome Organizational Barriers to Attain a Customer-Centric Culture

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    This book, Chief Customer Officer, is an accurate and useful guide that will help anyone understand how to move your organization through the steps required to shift your company’s culture to deliver a great customer experience.
    Jul. 13, 2006
    All Members
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  • Managing Findability: Critical Core Competency

    Roles, Responsibilities, Programs, and Metrics You'll Need to Make It Easy for Audiences to Find the Right Information

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    How do you bring the quality, control and findability to your oceans of information? You need to invest in key roles and programs.
    Mar. 24, 2005
    Strategies
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  • Customer Portals: Central to Your Customer Experience Strategy

    Customer Portals Support Your Customers throughout Their Lifecycles

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    There are three reasons why customer portals are hot: 1) you save money; 2) you increase customer satisfaction, loyalty, and profitability; and 3) you gain visibility into customers’ account information, their needs, and their preferences.
    Jan. 27, 2005
    Strategies
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  • Looking for Business Architects?

    Check Out Your Ebusiness Leader

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    Ebusiness visionaries are the true business architects of the 21st century. They invest now in the core services that will be required to both deliver immediate value to customers and partners and support the way the business will operate in the future.
    Nov. 23, 2004
    All Members
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  • Why It's Hard to Prioritize IT Initiatives around End-Customer Impacting Issues

    Current Disconnects between Business and IT; Suggestions for Bridging the Gaps

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    Are you having trouble getting customer-centric priorities at the top of your IT shopping list? You're not alone. There are increased tensions brewing between the business and IT for lots of good reasons. See if your organization looks like the picture w
    Nov. 10, 2004
    Strategies
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