A case for seeing customer experience, CX, and associated transformations as the next natural evolution of the quality management system (QMS) already in place

We are in what many call “The Age of the Customer.” Customers are empowered more than ever before and demand a high level of customer attention and service. T

Telemetry is an automated way of collecting data at remote sites or locations, and transmitting it to collectors at receiving site for monitoring, analyzing, an

Competitive advantage as it existed in the 1970s and 1980s is no longer valid. Leaders must be ready to adopt the thinking that there is no such thing as long-t

An instructor's manual and a set of PowerPoint transparencies are available to supplement the text.