InMoment XI

FEBRUARY 8, 2024

Competitive Advantage Organizations that optimize their contact centers are better positioned to differentiate themselves in the market by delivering superior customer service. This can contribute to a competitive advantage and increased customer loyalty.

Contact Center 260

Contact Center Multi-Channel First Call Resolution Social Media 260

Horizon CX

DECEMBER 1, 2023

By tailoring its services to meet and exceed customer expectations, Amazon has secured customer loyalty, driving market share growth, and enhancing its overall strategic position. Strategic Milestone: Apple’s success in customer experience contributes to its strategic milestone of brand loyalty.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Playvox

FEBRUARY 6, 2024

They make customers the center of their business strategy, execute on delivering outstanding customer experiences, and strive for continuous improvement. These same principles of quality controls, processes, and continual improvement are applicable to any industry today and provide competitive advantages.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

Playvox

JANUARY 25, 2024

In today’s super-competitive marketplace, where delivering an exceptional customer experience is in the spotlight, investing in a true WFO strategy is paramount to business outcomes and to drive customer loyalty. It’s well established that exceptional employee engagement produces extraordinary customer experiences.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. 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.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. 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.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.” Kia has pioneered the art of Customer Experience by leading businesses through the transition to customer-centric organizations. Angus Yang. Lisa Abbott. Maxie Schmidt. Rachel English.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67