IBM Palisades, IBM's executive education centre, found that programme participants left with little or no feeling of having experienced the possibility and promise of technology, an emotional element that could differentiate the IBM Palisades experience. Staff identified hundreds of customer experience management clues that required to be managed, and the organisation created an experience motif that combined the unique attributes of the centre with IBM's heritage and promised an inspiring "tech...

BPIR Categories

1.3.3 Review customer relationship approach
1.2.3 Identify new innovations that meet customer needs

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