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The Center for Services Leadership
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What is the difference between invention and innovation? When and how can you transform an idea, new technology, an invention into a true innovation? 
By Don Smith “You keep using that word, I do not think it means what you think it means.” Inigo Montoya’s famous line from The Princess Bride instinctively pops into my head (sometimes muttered und…
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"By 2020, mobile devices and networks, personalization technologies and Internet of things (IoT) are forecasted to be the top 3 technology trends that have the most impact on marketing organizations" 
86% of marketers say they will own the end-to-end customer experience by 2020, meaning that they will become responsible for the entire customer journey. This is according to new research by The Econ…
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"Services are now front and center in some of the most prominent areas in IT, such as analytics and data science, cloud computing, and design thinking."
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Podcast Transcript This podcast is brought to you by the Center for Services Leadership, a groundbreaking research center in the W.P Carey School of Business at Arizona State University. The…
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"the ability to process and respond to multiple customer requests rapidly is now a competitive differentiator. The speed with which companies can collect and convert customer data into insights and act on it is critical."
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Selling services and solutions requires updating your sales approach. Here is what companies with world-class sales operations are doing differently. 
New trends are forcing sales leaders to rethink how they sell. The right investment in sales operations can unlock sustainable growth.
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Here's how you can apply journey mapping technique internally to map and manage your team's on the job learning 
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Great case demonstrating an effective use of customer journey mapping 
Adding digital channels requires major efforts, yet payoffs can disappoint. Integrating digital and traditional channels into a truly omnichannel offering is even harder--but multiplies the rewards.
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Seven Segmentation Mistakes That Will Cost Your Business Money 
Segmentation - Are you getting the most out of segmentation, or are you leaving money on the table? Here are seven common mistakes to avoid.
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Join us for Compete Through Service Symposium this October! Registration is now open! 
Compete Through Service Symposium October 26-28, 2016 Hilton Scottsdale Resort and Villas Scottsdale, Arizona The annual Compete Through Service Symposium is only conference of its kind that brings the most innovative minds in business and engaging academic thought leaders together to advance the science of service. It is where you will experience in-depth education specifically designed to help you face the challenges of competing and profiti...
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Great to see CSL co-branded book "Service Excellence" by Ruth Bolton featured on Forbes.com 
Selling services has always been about relationships, but the challenges of building relationships with services clients have exploded. Customers today extrapolate their relationships not only from personal contact, but from every aspect of their interface with your company, including web site and social media interactions, access to peer reviews, as well as the actual services experience.
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The technological capabilities are here and potential benefits are huge. Can the healthcare industry execute? 
The revolution is finally here—raising a host of questions for regulators, providers, insurers and patients
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Research and educational center, thought leader in the science of service
Introduction
The Center for Services Leadership is a groundbreaking research center within the W. P. Carey School of Business at Arizona State University (ASU) that concentrates on expanding service innovation by combining the latest scientific insights from the academic world with the best of business strategy in the real world.

The CSL was created in 1985 as a response to the unique set of challenges that companies faced. While others were focusing on products and manufacturing enterprises, the CSL pioneered the study of services. Today, the Center is a globally recognized authority and thought leader in the science of competing strategically through the profitable use of services.
Contact Information
Contact info
Phone
480-965-6201
Email
Fax
480-965-2180