In my last Advisor (see "EAD: The Architecture of the Customer Experience, Part 5," 7 May 2008), I explained how customer interviews, observations, and surveys could help firms understand which parts of the customer experience are in need of repair.
Advisor
EAD: The Architecture of the Customer Experience, Part 6
By Vince Kellen
Posted June 3, 2008 | Leadership |
About The Author
Vince Kellen is a Fellow of Cutter Consortium, a member of Arthur D. Little's AMP open consulting network, and a frequent Summit speaker. He is currently CIO at the University of California San Diego (UCSD), a member of UCSD’s Chancellor's Cabinet, and Vice Chancellor and CFO of the UCSD senior management team. Dr. Kellen brings a rare combination of academic, business, and IT strategy experience to his role, with a focus on strategic… Read More
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