Qualtrics

DECEMBER 9, 2020

From repetitive reporting to actionable intelligence - Traditional measurement will be replaced by systems of action, where insights feed directly into decision making processes and operational workflows. Modern XM is about moving from measurement to action. Iconic brands finding a competitive advantage with XM.

Competitive Advantage 32

Competitive Advantage Brands Government Financial 32

ECXO

JUNE 11, 2023

With their 1998 Harvard Business Review article “Welcome to the Experience Economy” (and 1999 book), Joe Pine II and James Gilmore introduced the term Customer Experience as the next competitive battleground. The company uses a catchy one-liner which is not consistent with what their customers (and their employees) experience.

Customer Experience 119

Customer Experience Customer Centricity Competitive Advantage Government 119

Experience Investigators by 360Connext

NOVEMBER 8, 2022

Business outcomes must be measurable. Employees feel empowered because they know CX is a priority for real. Customer Experience Is Directly Related to Employee Experience. Employees are who deliver the customer experience. Customer Experience Creates a Competitive Advantage.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

Qualtrics

MARCH 22, 2021

Getting DEI right is critical for your employee experience. Here's how to start taking action to close experience gaps and improve DEI within your organization. . As DEI increases in strategic importance, there is a heightened need for focused investment of resources and measurement of impact over time.

Technology 29

Technology How To Employee Experience Employee Engagement 29

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Bruce Temkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Bruce Temkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Qualtrics

MARCH 30, 2021

In 2020’s Diversity Wins , for example, McKinsey discuss the progress of hundreds of companies they’ve been tracking since 2014. Far from proving progress to employees and customers, these stalled initiatives breed cynicism and distrust. Far from driving competitive advantage, they drain time, cost and credibility.

Strategy 26

Strategy How To Competitive Advantage Roadmap 26