Bob Hayes

OCTOBER 23, 2017

We surveyed 80+ customer-centric professionals in companies with formal customer-centric programs (e.g., We surveyed 80+ customer-centric professionals in companies with formal customer-centric programs (e.g., Companies continually look for ways to outperform their competitors. Competing on Analytics.

Analytics 68

Analytics Competitive Advantage Government Customer Centricity 68

BirdEye

DECEMBER 5, 2023

It’s not just about fixing problems when they pop up; it’s more about actively building a positive image for your company. Unlike brand reputation, which focuses on a single brand, business reputation management includes everything from the quality of your services to how you treat your customers and even the values your company stands for.

Brands 110

Brands Management Social Media Analytics 110

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SurveySparrow

JULY 31, 2023

Did you know that companies that prioritize the voice of their customers can achieve a 10 times higher customer satisfaction rate compared to their counterparts? Customer feedback holds the key to enhancing your brand’s reputation and fostering long-term loyalty. You know what?

Analytics 52

Analytics Social Media CEM Effort Score 52

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. What are, in your opinion, the top challenges in customer experience that companies should be aware of now?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

BirdEye

AUGUST 22, 2023

The questions should capture insights from people with varying backgrounds, experiences, and preferences. Your company will better understand the customer’s needs and preferences and create products catering to a diverse customer base. This highlights your product’s competitive advantage.

Survey 52

Survey Net Promoter Score Customer Satisfaction User Experience 52

BirdEye

DECEMBER 5, 2023

It’s not just about fixing problems when they pop up; it’s more about actively building a positive image for your company. Unlike brand reputation, which focuses on a single brand, business reputation management includes everything from the quality of your services to how you treat your customers and even the values your company stands for.

Brands 64

Brands Management Social Media Analytics 64

Bob Hayes

DECEMBER 17, 2017

Artificial Intelligence: The Customer Experience Imperative - An understanding of customer metrics now, more than ever, requires the proper application of math and statistics that underlie such fields as artificial intelligence and machine learning.

Analytics 46

Analytics Data Competitive Advantage Social Media 46

Bob Hayes

JULY 1, 2015

Companies continually look for ways to outperform their competitors. Researchers from MIT and SAS suggest that top performing companies use analytics differently than bottom performing companies. Companies need the right people with the right data science skills (i.e., Figure from MIT/SAS report: The Talent Dividend.

Analytics 40

Analytics Innovation Data Competitive Advantage 40

Bob Hayes

DECEMBER 17, 2017

Artificial Intelligence: The Customer Experience Imperative – An understanding of customer metrics now, more than ever, requires the proper application of math and statistics that underlie such fields as artificial intelligence and machine learning.

Analytics 40

Analytics Data Competitive Advantage Social Media 40

BirdEye

MARCH 24, 2023

It can also involve identifying and pursuing potential mergers and acquisitions or strategic partnerships to expand a company’s reach and capabilities. The goal is to create long-term value for the company by increasing its market share, revenue, and profitability.

Return on Investment 98

Return on Investment Social Media Sales Metrics 98

CSM Magazine

JULY 27, 2015

Three C-Level telco speakers will be sharing their vital view on implementing a successful CEM programme at Customer Experience Management (CEM) in Telecoms World Summit 2015 which will be held from 13-14 August 2015 in Singapore. Rebecca Eclipse, Chief Customer Experience Officer, Globe Telecom, Philippines.

CEM 40

CEM Case Study e-support Study 40

Wootric CX Blog

FEBRUARY 14, 2019

She was tapped to look after the customer experience as a whole as company growth accelerated. Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Angus Yang. Annette Franz. Blake Morgan.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

SurveySensum

JULY 14, 2020

Founder & CEO of Beyond Philosophy LLC, Colin is recognized as a world thought leader in customer experience. Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Mila Widyani – Head of Customer Experience at CIMB Niaga.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Qualtrics

SEPTEMBER 24, 2019

What’s the value you’re creating for your company? For CX efforts to have a lasting and positive impact on your organization, they must align with your overall priorities of the company”. Mastering activate motivates everyone in your organization will be motivated to deliver consistently positive experiences. WHY DOES IT MATTER?

Competitive Advantage 22

Competitive Advantage Measurement Customer Insights Leadership 22

Experience Matters

APRIL 7, 2015

In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. This year’s crop of candidates was quite competitive. 2) Make the case : Winning brands win the hearts of their customers. Clarabridge. NICE Systems.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Gainsight

NOVEMBER 18, 2019

Of the B2B companies that are fine-tuning their CX strategy , they are said to have strong revenue growth and ROI, reporting more than a 2x return on their investment. The bottom line is clear: measuring and improving the customer experience is not only good for customers, it’s good for business.

B2B 12

B2B Metrics Measurement Competitive Advantage 12

SmartKarrot

AUGUST 12, 2021

Over the last few years, the digital revolution has changed the way businesses relate to customers. With the increasing expectations of customers, companies need to look out for new ways to interact and improve their processes and service quality. How is AI Being Applied to Improve Customer Experience?

Customer Experience 11

Customer Experience Automotive Chatbots e-support 11

Forrester's Customer Insights

MAY 7, 2018

How to differentiate your brand in highly competitive markets, especially when competitors promptly copy anything that works? HaiDiLao evokes positive emotions from customers with memorably crafted human interactions. The company empowers its staff to personalize experience delivery as customers or scenarios demand.

Customer Service 28

Customer Service Customers Interaction Brands 28