Revolutionizing Customer Service

Featuring international customer service researchers and consultants Jochen Wirtz and Ron Kaufman, coauthors of the HBR article “Revolutionizing Customer Service”.
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Complimentary Audio Webinar

Monday, April 10, 2017

12:00 PM - 1:00 PM US Eastern
11:00 AM - 12:00 PM US Central
10:00 AM - 11:00 AM US Mountain
9:00 AM - 10:00 AM US Pacific
4:00 PM - 5:00 PM GMT

Webinar Overview

Every organization wants to raise its level of customer service. The question is how to do it.

Customer service experts Jochen Wirtz and Ron Kaufman—who are researchers, consultants, and authors—recommend revolutionizing customer service by jettisoning several conventional practices and engaging in deep cultural changes. Their advice includes:

  • Don’t start with customer-facing employees. Instead, include everyone in service training.
  • Don’t focus training on specific skills or scripts. Educate employees more generally.
  • Don’t pilot changes. Focus instead on sweeping reforms.
  • Don’t track traditional metrics. Look at the total number of new value-adding services put into practice.

On April 10, in a live, interactive Harvard Business Review webinar, Wirtz and Kaufman will explain the logic behind their unconventional advice and discuss why their approach to revolutionizing service will lead to better service and improve business results.

They will share practical examples and case studies of organizations that have bucked conventional wisdom to achieve uncommon and outstanding customer service excellence.

If your organization is rethinking its approach to customer service, use this opportunity to learn from experts who will force you to think differently. The outcome will be a new approach to service, with revolutionary—not incremental—business results. Join Wirtz, Kaufman, and HBR on April 10.

About the Speakers

Ron Kaufman   Founder  UP! Your Service   

Ron Kaufman 

UP! Your Service


Ron Kaufman, the founder of UP! Your Service, is the world's premiere thought-leader, educator, and motivator for uplifting customer service and building service cultures.

Ron is a columnist at Bloomberg Businessweek and he has been featured in The Wall Street Journal, The New York Times, and USA Today. With powerful insights from working with clients all over the world in every major industry for more than two decades, Ron is an inspiration to leaders and managers in his high-content, high-energy speeches and impactful, interactive workshops. He is rated one of the world’s Top 25 Who’s Hot speakers by Speaker Magazine. Ron is passionately committed to uplifting the spirit of service worldwide.


Jochen Wirtz   Vice Dean, Graduate Studies  Academic Director UCLA-NUS Executive MBA NUS Business School   

Jochen Wirtz

Vice Dean, Graduate Studies

Academic Director UCLA-NUS Executive MBA NUS Business School


Jochen Wirtz is Vice Dean, Graduate Studies, the founding director of the dual degree UCLA – NUS Executive MBA Program (ranked globally #6 in the Financial Times 2016 EMBA rankings), and Professor of Marketing at the National University of Singapore (NUS). Dr Wirtz has published over 200 academic articles, book chapters and industry reports, including 5 features in Harvard Business Review. His over 10 books include Services Marketing: People, Technology, Strategy (World Scientific, 8th edition, 2016, co-authored with Christopher Lovelock), and Winning in Service Markets (World Scientific, 2017).  For free downloads of his recent work and selected book chapters see