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today we have Charles Cena from think ITSM joining us on thought rock live with a special two-part webcast series Charles is an industry thought leader excellent presenter and a regular thought Rock contributor were thrilled to have him kick off our 2013 webcast season weve been off for a bit and were happy to be back Charles is presenting a special two-part webcast series titled building a customer satisfaction survey that drives service improvement so were starting off with one part one today and part two will be next week Tuesday January the 22nd today Charles will be exploring different methodologies for establishing a customer satisfaction baseline and learning how IT organizations can build a sustainable holistic customer satisfaction measurement system that will drive service improvement next week hell be discussing how organizations can now implement these systems execute surveys and measure results Charles has been working with organizations for over 16 years in the IT se