Relationship Management

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Relationship Management Change Managment Corporate Culture Customer-Centricity Evolution of Business Models Game Theory Leadership Loyalty Organizational Evolution Relationship Management Relationship-Centricity Transformation Customer Experience Innovation Design General Business

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Leadership in the Digital Age

Mr. Ruckman gave insights into the changing role of leadership in modern companies, the changes in business models over the last few decades, focusing on what firms should do.

Real Loyalty Has No Expiration Date

In light of a global trend towards digitalization and online services, Tom Mouhsian explains why physical bank branches are far from an anachronism in a digital world. Explains Why Real Loyalty Has No Expiration Date

A New Level of Economic Value

How can banks provide value for customers and build lasting relationships? Joseph B. Pine, author of The Experience Economy, explains the benefits of avoiding commoditization and embracing mass customization.

Helping to Restore the Customer Connection

Why should companies put customers at the center of their business models? Michael Ruckman answers this question and more.

Helping to Restore the Customer Connection

Why should companies put customers at the center of their business models? Michael Ruckman answers this question and more.

The Relationship-Centric Bank. Detailed breakdown

Why do customer relationships really matter? Michael Ruckman explains the fundamentals of healthy customer relationships and why they are important to businesses. The Relationship-Centric Bank

Voice On Demand Retail Podcast: Part 2 – The three faces of Digital for Retailers

Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.

Voice On Demand Retail Podcast: Part 1 – Customer Experience & Journeys

Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.

Voice On Demand Retail Podcast: Contacts, Experiences and Journeys: What customers really want

Michael Ruckman, President & CEO of Senteo talks about Customer Contacts, Experiences, and Journeys in this fast moving presentation from the MECS+R Congress in 2021 in Dubai.

Voice On Demand Retail Podcast: Contacts, Experiences and Journeys: What customers really want

Michael Ruckman, President & CEO of Senteo talks about Customer Contacts, Experiences, and Journeys in this fast moving presentation from the MECS+R Congress in 2021 in Dubai.

Explanation of What UX, CX and LX is and the Difference Between CEM & CXO

This quick 5-minute video explains the difference between User Experience, Customer Experience and Life Experience, provides examples of each and explains the difference between CEM and CXO.

Contacts, Experiences & Journeys: What do Customers Really Want?

In this quick video, Michael Ruckman explains how Customer Journeys create value for customers, rather than simply moving them from one contact to the next. We did it!

#1. What Do Customers Really Want?

Can customers really tell you what they want? Only 2.5% can, and their comments are usually lost amongst all others who can’t.