Blake Morgan

MARCH 13, 2023

Looking to be customer-centric? Companies with female CEOs aren’t just more profitable —they also tend to lead in customer experience. Women thrive in customer-centric roles. Jessica is bringing KT Tape to everyday athletes by listening to feedback and building customer relationships.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

Lumoa

FEBRUARY 6, 2018

Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Customer Guru

MARCH 7, 2018

From movies to events, plays and concerts to sports, BookMyShow brings all of this to its audience. Its primary focus has always been delivering the very best entertainment experience to its dedicated customers. At BookMyShow, I have been personally involved in making NPS a key measurement of our overall success.

Customer Engagement 62

Customer Engagement Net Promoter Score Entertainment Engagement 62

Kustomer

JANUARY 21, 2021

VP of Strategy and Analytics at Walker, Troy Powell, knows that one of the most effective things a company can do to provide the best CX is to unite every department and to become more customer-centric across the board. Tips for Transforming a Customer-Centric Business. Youth sports, trying to be a good youth sport dad.

B2B 95

B2B Company B2C Customer Centricity 95

ClearAction

JULY 29, 2018

When the CEO of Air New Zealand made the mindset shift replacing We Fly Planes with We Fly People 1 , the whole company began to focus on empowering customer engagement. Linden said, “Anyone in a company can deliver greater value to customers by being customer-focused. Customers are never satisfied.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

Lumoa

OCTOBER 31, 2018

Never underestimate the customers expectation in CX. Once the customer had a positive CX, it will set a new benchmark. It will also be thrilling to see how UX, customer centricity and empathy will be connected to the field of AI. Also, companies really need to transform their structures to reflect customer centricity.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

NICE inContact

FEBRUARY 6, 2019

It is never a silo-ed operation, it is a team sport. The CX processes tend to be more customer focused rather than internal focused embracing key methodologies like Lean/Six Sigma, value stream mapping and others. CX is a marathon not a sprint. CX is a multi-stage iterative process, it is never a one and done approach.

Net Promoter Score 137

Net Promoter Score Average Handle Time Contact Center Effort Score 137