How Companies Can Partner with Nonprofits
by Bruce Simpson and Talia Varley Summary. In today’s ESG-focused world, there is no taboo about corporations seeking advice and partnership opportunities with nonprofits. Unfortunately, many corporations don’t know where to start. What contact they have had with nonprofits has usually been through their corporate giving or corporate social responsibility programs. Three main opportunities exist […]
Why Startups Should Embrace Radical Transparency
by Jeffrey Bussgang Summary. After high-profile startup failures like FTX or Theranos, investors, employees, customers, and policymakers all ask what might have been done differently to ensure accountability and prevent mismanagement. But startup founders should join that list: It’s in their interest to accept transparency and accountability, especially with regard to their investors. This advice […]
When CEOs Engage Directly with Customers
by G. Tomas M. Hult Summary. CEOs can potentially serve as important customer service reps in complementary roles to frontline customer service, sales, and customer experience management personnel. But do the potential benefits of the CEO as customer service rep outweigh the potential drawbacks? The author explores the research on both sides Customer expectation in […]
People’s United Bank: creating world-class customer experiences
People’s United Bank wanted to assess their contact center’s operating model, tools, technology and capabilities. From the assessment findings we collaborated with the bank’s stakeholders to build a contact center strategy that helped progress wider company goals. We then developed short, medium and long-term contact center transformation roadmaps which aligned with its corporate and customer […]
