TSI’s Customer Experience and Student Experience Articles, Training Workshops, and our Newest Team Member!

Dan Feely — Mon, 24 Apr 2017 16:00:17 +0000

Are You REALLY Enhancing Your Customer Experience (CX) To Create an Unfair Advantage For You? Or For Your Competition?

According to Gartner, “89% of companies surveyed plan to compete primarily on the basis of the customer experience by 2016”. According to Oracle, the percentage is even higher. Regardless, few professionals would argue that
the emphasis on an organization’s Customer Experience, (i.e., CX is the product of an interaction, including the resulting perceptions, between an organization and a customer over the duration of their relationship) is not simply a fad, but an important tool to achieve what industry leaders like Seth Godin and Clay Hebert (among many others), recommend to connect to those vital to that organization. As Ian Altman says in Forbes: “it has become clear that we are in a Connection Economy. “

As we say at TSI, “the Customer Experience is the glue to make the connections come to life.”

CLICK HERE to read the full article from TSI’s President and Founder, Dan Feely!

TSI also has a fantastic relationship with Illinois Technology Association (ITA). In fact, this exact article was recently published in their Member Blog!

Customer Service in Higher Education

What are the Pros and Cons of Viewing Students, Alumni or Donors as Customers?

The topic of whether universities and colleges should view their students, alumni and donors (Constituents) like customers is a debate that has been taking place for many years. Recently, TSI has noticed this debate is occurring with increasing frequency, especially in light of our recent Customer Experience training.

Now more than ever seems to be the right time to continue the discussion of how to best utilize customer service/experience philosophies when working with Higher Education constituents.

CLICK HERE to read the full article from TSI’s Manager of Client Solutions, Jeff Wyatt!

Upcoming Workshops in 2017; Customer Experience and Higher Education Student Experience

Our next training workshops will take place in September, 2017!

Coinciding with our Process Improvement service offering, TSI’s team also specializes in Customer Experience and Student Experience training for industry leaders. Since our last Customer Experience training workshop took place in February, we’ve received some fantastic feedback from attendees.

Whether you’ve attended our events in the past and would like to expand on your knowledge base, or you’re a first-timer, let us know if you or your colleagues are interested in a quick and sound walkthrough of CX (or SX) fundamentals, so we can:

Teach you to map your current customer (or student) experience so that you can see how your organization operates through the eyes of your stakeholders without your internal bias and rationalizations;
Give you actual tools and templates to define and analyze YOUR CUSTOMER’S or STUDENT’S EXPERIENCE using our CX and/or SX analysis frameworks.
Guide you to create your desired vision, or a future-state experience so that you can create clear differentiation in the marketplace;
Help you envision what this “unfair advantage” can look like to create a contextual basis for your organization, and;
Determine how to implement this future state for your organization.

Upcoming Event Info:

September 20, 2017 – TSI’s Customer Experience training workshop.
September 27, 2017 – TSI’s Higher Education Student Experience training workshop.

Stay tuned for more updates, as we continue to plan these events.

For early access to tickets, simply send an e-mail to tsi@transforming.com with the subject line “Experience”!

TSI’s Newest Addition – Jessica Schein

Higher Education Business/Program Analyst

Jessica joined the TSI team in 2017 specializing in higher education. She’s currently a Ph.D. candidate at Michigan State University in the Department of Higher Education Administration. Prior to joining the TSI team, Jessica worked as an independent consultant with a range of post-secondary education providers including research universities, bootcamps, and edtech start-ups. Jessica has a M.S. in Molecular Biology and six years of experience in both scientific and social science research.

Jessica has four years of experience working in molecular biology research and authored several publications in various peer-reviewed journals. She spent two years working as a Research Assistant with the Center for the Integration of Research Teaching and Learning (CIRTL), a National Science Foundation-funded network of research universities aimed at improving undergraduate STEM education. She has presented her work with the CIRTL Network at national conferences and published papers in peer-reviewed higher education journals.

To read more about Jessica and the rest of TSI’s team of expert consultants, CLICK HERE!