CX University

SEPTEMBER 18, 2018

We look at four case studies of some of today’s most successful organizations, analyzing how they achieve these cornerstones through engagement, in all cases finding the same, ineluctable linkage between leadership, employees and market environment. Four Employee Engagement Strategies that Deliver Competitive Advantage.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

North Highland

MAY 17, 2019

Now, the utility industry is facing critical challenges driven by impending, mandatory evolution to meet energy needs and public opinion demands – while lacking the necessary internal direction to meet such goals. D&A is also viewed as a competitive advantage but seen as costlier than autonomous mobility/smart city planning.

Industry 63

Industry Competitive Advantage Healthcare Entertainment 63

CSM Magazine

MARCH 20, 2024

This distinctive model, coupled with a leadership team that boasts over five decades of customer support outsourcing experience with Fortune 500 behemoths in the Philippines—including titans such as Microsoft, American Express, Allstate, United Healthcare, and T-Mobile—positions it uniquely.

Customer Experience 52

Customer Experience Contact Center Competitive Advantage Exceptional Customer Service 52

AWS Machine Learning

MAY 9, 2024

The rapid advancements in artificial intelligence and machine learning (AI/ML) have made these technologies a transformative force across industries. According to a McKinsey study , across the financial services industry (FSI), generative AI is projected to deliver over $400 billion (5%) of industry revenue in productivity benefits.

Government 109

Government Policies Guidelines Leadership 109

Alliance by IFS

OCTOBER 8, 2019

Combined company will have strengthened leadership position in Field Service Management (FSM) by integrating two of the most established and well recognized players in the market. The transaction will enable the combined company to serve more customers in more markets, through a broader network of the best talent and partners in the industry.

Leadership 93

Leadership Financial Telecommunications Software 93

Gainsight

SEPTEMBER 22, 2023

Three ways: It creates a competitive advantage, positions you as a thought leader, and speeds up—and streamlines—the buying process. Competitive Advantage Most industries are ripe with competition—and if they aren’t already, they will be soon. Thought Leadership Think of any well-established company.

Competitive Advantage 52

Competitive Advantage Leadership NPS Sales 52

ECXO

AUGUST 9, 2023

Let me give you an example of leaders are creating competitive advantage. (I Clients are also seeking allies for advice on consumer, business, industry and market dynamics. Leadership across the business needs to share (or create) a clear client-centric vision and aspiration, linked to value. Let’s continue.

Consulting 98

Consulting Competitive Advantage Culture Touchpoint 98

Steve DiGioia

SEPTEMBER 16, 2016

As an industry, real estate, and property management in particular, is often viewed by consumers as being very “old school” and “behind the times”. BF : Property Management is renowned as a transient, high turnover industry with burnout a common problem. ► Interested in writing a guest post and be published here? Click to find out how.

Industry 100

Industry Customer Experience Customer Journeys Sports 100

ECXO

JUNE 11, 2023

Since then, customer experience has become ‘institutionalized’ as a key domain to generate sustainable competitive advantage. It helps companies gain a competitive advantage and differentiate themselves in the marketplace. Key because it leads to long-term business success. What gets measured gets done!

Customer Experience 119

Customer Experience Customer Centricity Competitive Advantage Government 119

Alliance by IFS

DECEMBER 11, 2019

Combined company strengthens its leadership position in field service management (FSM) by integrating two of the most established and well recognized players in the market. Following the close of the transaction, Marne Martin, President of the IFS Service Management Business Unit, will assume leadership of Astea.

Competitive Advantage 122

Competitive Advantage Financial Leadership Software 122

Kustomer

NOVEMBER 30, 2021

With that said, we wanted to recognize some of the most impressive brands that leverage CX as a competitive advantage. This award celebrates one of our customers that is streamlining their operations by taking advantage of automation within Kustomer’s platform. The Visionary Award for Best in CX Thought Leadership.

Competitive Advantage 98

Competitive Advantage Leadership Hotels Retail 98

Lumoa

JANUARY 9, 2018

There is no doubt that across most industries, the end-to-end CX has improved over the last twenty years. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer. Much of the improvement has been driven by advancements in product innovation and digital technology.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Customer Bliss

MARCH 21, 2019

He goes on to say that leadership is about setting the vision and leading your people through it. Horst’s initial vision as president of the luxurious Ritz Carlton hotels was driven by his commitment to excellent leadership and serving customers in a way that goes beyond their expectations. And how did he do this?

Hotels 192

Hotels Employee Experience Customer Experience Leadership 192

Blake Morgan

JANUARY 20, 2022

These blogs are powerful resources to keep you up to date on the ever-changing CX industry. Bill is a speaker, author and blogger who focuses on customer service for front-line employees and customer-centric leadership for managers. Denise is a skilled speaker, author and brand leadership expert. Adam Toporek . Bill Quiseng .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Horizon CX

APRIL 1, 2024

Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries. The journey to CX maturity may be challenging, but the rewards – increased revenues, improved customer retention, and sustainable competitive advantage – make it well worth the effort.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

ECXO

MARCH 5, 2024

By focusing on the customer, encouraging innovation, reducing risk, promoting collaboration, and providing a competitive advantage, Design Thinking can significantly enhance the outcome of digital transformation initiatives, leading to improved customer experience and business success.

Customer Centricity 98

Customer Centricity Competitive Advantage Innovation Customer Journeys 98

TechSee

FEBRUARY 21, 2022

There are many ways AI is helping businesses across industries gain a competitive advantage. For example, the fitness industry is using customized apps that have been trained on millions of data points in order to personalize every fitness-related goal based on each individual’s personal and health profile.

Innovation 109

Innovation Company Self Service Insurance 109

CSM Magazine

FEBRUARY 14, 2023

Acquisitions of bot strategy and design leader VoxGen and conversational automation provider Nu Echo position Waterfield Tech for ongoing CAI industry leadership. 2022 was a transformational year for our organization and for the entire conversational AI industry,” said Steve Kezirian, CEO at Waterfield Tech.

Contact Center 52

Contact Center Competitive Advantage Omni-Channel Consulting 52

Kustomer

AUGUST 26, 2022

Podcasts are a tried and true way for these professionals to not only learn but to keep listeners up to date with technological advances within the industry. Have they worked in the industry? Jeanne Bliss leads us on a journey amongst C-suite leadership alongside executives from global companies like Airbnb and Adobe.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

Blake Morgan

OCTOBER 27, 2022

Although brands were left reeling from these rapid and drastic changes, B2B companies that adapt to the transforming buyer journey can create a competitive advantage by connecting with buyers and offering experiences that match new demands. Like with all industries, B2B buyer demographics are changing. McKinsey ). TrustRadius ).

B2B 105

B2B Self Service Competitive Advantage B2C 105

Playvox

FEBRUARY 6, 2024

How Quality Management Has Evolved Fast forward to the post-war industrial revolution when companies turned their attention to quality products and the production process on the factory lines. The concept of total quality management (TQM) was introduced and advanced by visionaries such as W. But why stop there?

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

CSM Magazine

FEBRUARY 7, 2024

Companies that fail to develop data-driven recruiting strategies in 2024 will face challenges in attracting top talent, while those that leverage analytics will have a competitive advantage. Job postings and internal opportunities will highlight both technical and leadership skills.

Trends 52

Trends Competitive Advantage Analytics Leadership 52

TechSee

SEPTEMBER 29, 2020

Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. Instead, contact center leadership should focus on three key areas that have been proven to cut costs effectively over the long term while improving CX.

Call Center 196

Call Center Self Service Strategy Contact Center 196

Beyond Philosophy

FEBRUARY 19, 2019

Superior Competitive Advantage: What you offer must be more valuable than what the competition delivers. Then, they leveraged that leadership advantage in one of the other quadrants to be the best there, too. So, Wal-Mart had to take their leadership in low price and become a leader in frictionless as well.

Retail 142

Retail Competitive Advantage Leadership Examples 142

Natalie Petouhof

JUNE 1, 2022

And now that the book is launched, we are curious to see which companies and leaders will embrace what’s coming now we are in the Fifth Industrial Revolution. Introducing the Fifth Industrial Revolution. Business-centric approaches reduce a competitive advantage. You don’t want to repeat that leadership mindset pattern.

Employee Experience 52

Employee Experience Industry Leadership Competitive Advantage 52

ijgolding

NOVEMBER 3, 2016

The 6 Ps qualitative research sets out to determine the extent of the influence on the success, or otherwise of Customer Experience on business and to discuss the challenges and impact customer experience practitioners are having within their business and industry. These will uncover trends allowing better planning and event prediction.

Competitive Advantage 120

Competitive Advantage Leadership CRM Insurance 120

Magellan Solutions

APRIL 3, 2024

BPO providers often employ chat agents with specialized knowledge and skills, enabling them to provide accurate and insightful support across various industries and subject areas. This is Magellan Solutions’ CEO, Fred Chua, leadership philosophy. This level of expertise can be challenging and costly to replicate with an in-house team.

Self Service 96

Self Service Knowledge Base Exceptional Customer Service Training 96

ShepHyken

AUGUST 17, 2020

Forbes) In its report, “Digital, Resilient, and Experience-Driven,” the global economic consultancy and thought leadership firm found that 53% of top performers – companies with the strongest revenue growth and profit-margin change – consider the quality of their customer experience as their top strategic priority for the next three years.

Customer Service 92

Customer Service Retail Competitive Advantage Loyalty 92

ShepHyken

APRIL 22, 2019

My Comment: If you want the service culture in an organization to change, it must start at the top with leadership. Leadership must recognize that service transformation is a “competitive must” and a strategic asset. Some companies take that to the extreme, and that’s not a bad thing.

Self Service 77

Self Service Customer Service Competitive Advantage Case Study 77

Qualtrics

OCTOBER 30, 2020

Here’s how to speak the language of your leadership team to get buy-in for your DEI program. Successfully building a diverse, equitable, and inclusive workforce gives your company a competitive advantage and enables you to better attract and retain the best talent. DEI is a powerful competitive advantage when it comes to hiring.

Strategy 39

Strategy Competitive Advantage How To Tips 39

SurveySensum

APRIL 1, 2024

Through strategic efforts that range from forming authentic connections with clients to aligning products with consumer values, startups can position themselves as credible alternatives to the tried-and-tested giants of their industries. Compliance : Adhere to legal and industry regulations.

Brands 52

Brands Case Study Social Media Feedback 52

ShepHyken

MARCH 25, 2019

Leadership is where it starts, and then it permeates throughout the organization. This article dives into the importance of the simple experience and how it can give a company a competitive advantage. A poor experience, on the other hand, can almost instantly mean the end of a brand relationship. I wrote a book on it!)

Customer Service 108

Customer Service Competitive Advantage Trends Culture 108

West Monroe

JANUARY 25, 2022

The national release of vaccines meant we were seeing light at the end of the pandemic’s tunnel—and with it, the possibility that the industry and broader economy would quickly rebound. Senior Manager, Consumer & Industrial Products. That makes customer experience more evidently a competitive advantage.

Competitive Advantage 52

Competitive Advantage Leadership Technology Resources 52

TechSee

DECEMBER 4, 2018

To maintain their leadership position in the industry, Vodafone has placed a strong focus on innovation, partnering with best-in-class technological solutions that accelerate Vodafone’s digital transformation and improve the Customer Experience by providing quicker, simpler and more effective service. The Future.

Innovation 95

Innovation Self Service Telecommunications Customer Satisfaction 95

Playvox

JANUARY 24, 2022

Delivering exceptional customer experiences is the new competitive advantage. Industry researchers and analysts refer to these interactions as moments of truth , due to their ability to make or break the customer relationship. Here the stakes are high. Take the first step.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

C Space

JANUARY 20, 2021

Currently the Global Chief Growth Officer of Omnicom Group’s (NYSE: OMC) Interbrand Group, Brujó steps into this newly created role with expansive leadership experience and will be responsible for the day-to-day operations of Interbrand Group around the world.

Groups 52

Groups Competitive Advantage Leadership Fashion 52

Grade.us

SEPTEMBER 3, 2019

If you're a wedding industry professional - a planner, caterer, photographer, etc. If you're a wedding industry professional, this can be a relational minefield. What sort of things (true, false, unreasonable), do clients believe about your industry or service? The wedding industry is very different from other industries.

Industry 36

Industry Competitive Advantage Feedback Management 36