Experience Matters

DECEMBER 22, 2014

His goal: “Treat our fans, employees, and players better than any team in sports.” Hall joined the D-backs in May 2005 as Senior Vice President, Communications, was named president in September 2006 and CEO in January 2009. Hall was extremely passionate about customer experience. Financial efficiency. Fan experience.

Culture 313

Culture Sports Employee Engagement Leadership 313

Hero Digital

APRIL 24, 2020

This trend has been augmented by the dearth of live sports. Users who are typically heavy sports-viewers are not turning to linear TV, but instead to CTV/OTT streaming. Sports-viewers’ streaming times have doubled the rate of the average Roku viewer; without live sports, linear television packages lose a bit of their allure.

Brands 54

Brands Sports Advertising Guidelines 54

ClearAction

OCTOBER 25, 2022

Interestingly, every digitalization study reveals that primary success factors are cultural. 5 CXM competencies are Metrics & Analytics, Improvement & Design, Culture & Accountability, VoC & Intelligence, and Operationalized CX Strategy. Here are some examples to inspire your submission to the CX Team Sport Awards.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

Qualtrics

JUNE 6, 2019

Heidi Browning – Heidi is the CMO of the National Hockey League whose happy place is the intersection of media, tech, music, culture & hockey. Follow Heidi for her insights into marketing one of the biggest sports organizations in the world. ( @Heidi_Golightly ). .

Brands 33

Brands Leadership Consulting Travel 33

C Space

JANUARY 18, 2021

What we saw in 2020 was a complex and rapidly changing picture – fluid emotional shifts, driven by economic, political, cultural and environmental uncertainty. And if Netflix’s past is anything to go by, the next innovation is just around the corner. For nearly a decade, we’ve tracked the connection between companies and customers.

Engagement 116

Engagement Apparel Financial Automotive 116

ClearAction

OCTOBER 1, 2018

This is after 10 years — since the 2009 economic downturn — when companies began investing heavily in CXM technologies and teams. Flowing CXM starts with VoC as the shaper of corporate strategy and culture. Another example is Temkin Group’s 2018 Customer Experience Competency and Maturity Assessment.

Customer Experience 63

Customer Experience Effort Score ROI Study 63