Welcome to the Customer Innovations Blog. My name is Frank Capek and I’m SVP and leader of nGenera’s nGen Customer Practice. I’ve spent the last 25 years helping companies design products and experiences that really resonate with the changing needs and desires of their customers. This has included everything from designing retail stores to working with leading financial, hospitality, healthcare, and high tech companies. Prior to the formation of nGenera, I was responsible for the Customer Experience Practice at the Concours Group, as well as, the CEO of Customer Innovations, Inc.
Over the course of this time, I’ve had the chance to work with many leading organizations committed to finding ways to improve their customers’ experience including organizations such as: JP Morgan Chase, Merrill Lynch, ING, Nationwide, American Express – Securities America, Principal Financial, Equitable, MIT, Novartis, Merck, Kaiser Permanente, Humana, OSF Healthcare, Convergys, Marriott, HomeBanc, United Van Lines, Mayflower, Zale, Michelin, JM Family Enterprises, and ContiGroup - Wayne Farms.
I’m hoping that this blog will be a platform for sharing our “uncommon wisdom” about how to deliver a great customer experience. If you have comments on the content of the blog, please feel free to comment.
nGenera provides a wide range of advisory, education, and research services to organizations that are interested in accelerating the growth of their business… by turning customer insight into the design of differentiated products, services, and customer experiences… and by helping clients align the organization and technology to deliver. If you have questions or would like to discuss how we might help your organization accelerate growth, feel free to contact me at fcapek -at- ngenera -dot- com.
Cheers, Frank
Welcome to the “customer” blogosphere Frank. I’ll look forward to following your blog.
[...] that, I’ll hand back to Mr. Capek and his powerful evolving body of research and consulting in the Customer Experience [...]
WHAT THE CATERPILLAR CALLS THE END OF THE WORLD, GOD CALLS A BUTTERFLY
If you always think the way you’ve always thought, you’ll always get what you always got. The same old, same old ideas over and over again. The future belongs to those thinkers who embrace change, break new ground, forge new paths, and transform the way they think. Discover how to look at the same information as everyone else and see something different by using the creative thinking techniques and strategies that creative geniuses have used throughout history.
Internationally acclaimed creativity expert Michael Michalko’s Thinkertoys: A Handbook of Creative Thinking Techniques have inspired business thinkers around the world to create the innovative ideas and creative strategies they need to achieve unimaginable success in today’s changing business environment of complexity and uncertainty. Change the way you look at things and the things you look at change.
[Available at http://www.amazon.com, Barnes & Noble, and most major bookstores. Visit http://www.creativethinking.net for more detailed information.]
[...] Customer Experience Posted on August 21, 2008 by itorganization2017 My friend and colleague Frank Capek has just summarized his 25 years of learnings from his work on Customer Experience Design. I think [...]