1. Who Comes First?
I've come to meetings like this for many years saying, 'The customer comes first.' I’ve changed my tune; now I say, 'If you want to put the customer first, you have to put the person who serves the customer more first.'
—Tom Peters, co-author of “In Search of Excellence,” during his IASA Conference keynote address.
Katherine Burger is Editorial Director of Bank Systems & Technology and Insurance & Technology, members of UBM TechWeb's InformationWeek Financial Services. She assumed leadership of Bank Systems & Technology in 2003 and of Insurance & Technology in 1991. In addition to ... View Full Bio