CSM Magazine

APRIL 9, 2025

The Board of Certification/Accreditation (BOC) has reached another remarkable milestone, earning its twelfth Stevie Award since 2013. For BOC, this award underscores the success of its customer service strategy, which is deeply rooted in teamwork, constant innovation, and an obsession with customer-centricity.

Leadership 52

Leadership Net Promoter Score Customer Service 2013 52

Customer Bliss

JULY 11, 2017

She advocates a design-thinking approach, which focuses on customer empathy, experimentation, design, and innovation. Catherine co-authored the book “Understanding Your Users,” and is an active writer and speaker on customer empathy, innovation and design.

Leadership 0

Leadership Customer Experience 2013 2011 0

Alida

JUNE 23, 2017

This move isn’t the company’s first foray in the grocery business—in the past, it introduced innovations like AmazonFresh, a delivery service, and Amazon Go, a register-less, grab-and-go store—but it is undoubtedly the biggest and most consequential to date. Contrary to popular belief, Amazon’s biggest competitive advantage is not innovation.

Retail 153

Retail Competitive Advantage 2013 Customer Centricity 153

CSM Magazine

NOVEMBER 18, 2024

This investment follows PSG Equity’s original 2021 investment and will be used to help expand CommBox’s global footprint and enhance its innovative AI-powered solution. “We’re thrilled to further our investment in CommBox as the company aims to solidify its footprint in Europe and North America.”

Customer Experience 52

Customer Experience Healthcare Omnichannel 2013 52

TechSee

OCTOBER 23, 2018

For organizations to succeed in creating a truly personalized CX, innovative approaches must be implemented that resonate deeply with customers so that they feel valued and appreciated. Retail giant Amazon has been leading the industry’s CX personalization efforts since 2013. . Virtual Assistants.

Customer Service 157

Customer Service 2007 Virtual Agent 2018 157

Beyond Philosophy

MAY 21, 2015

In 2013, Chris Arnold, Chipotle Spokesman explained in an article on Bloomberg business that revealing the presence of GMOs in their foods “ engenders more trust when you’re forthcoming about the food you serve. Putting the Customer-led innovations first is not always easy, and that was true for Chipotle’s work in eliminating the GMOs.

2013 156

2013 Books Webinar Leadership 156

Experience Matters

NOVEMBER 4, 2015

This is the fourth year of the ratings, here are links to the 2012 , 2013 , and 2014 ratings. Our research also shows that the Temkin Experience Ratings are strongly correlated with elements of loyalty, such as repurchasing, Net Promoter Score, innovation success, and forgiveness. This product has a report (.pdf)

2015 113

2015 Net Promoter Score 2014 2012 113

CSM Magazine

NOVEMBER 21, 2024

With a mission to reduce the nation’s carbon footprint and alleviate fuel poverty, ECO Providers has grown rapidly while maintaining a commitment to sustainability, innovation, and quality service. BigChange employs over 220 people and is recognised as an outstanding employer with a 2 Star Accreditation from Best Companies.

2018 52

2018 Customer Relationship Management 2013 2020 52

Middlesex Consulting

NOVEMBER 28, 2016

Note that the definition of innovation is essentially identical to the definition of customer value creation. This is because “innovation” without the creation of customer value is just another lesson learned along a journey. When the innovation is successful in meeting customer needs, it is INNOVATION.

Innovation 60

Innovation Hospitality Healthcare 2012 60

CSM Magazine

OCTOBER 23, 2024

” About BigChange: Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider trusted by more than 2,150 field-based organisations around the world. BigChange employs over 220 people and is recognised as an outstanding employer with a 2 Star Accreditation from Best Companies.

Management 52

Management 2018 Customer Relationship Management 2013 52

Talkdesk

JANUARY 22, 2020

Over the years, innovators have filed applications for nearly 340,000 AI-related inventions, with half of them having been published since 2013. For Talkdesk, innovation is at the core of our mission and guides our path. Patents secure and protect new knowledge from our innovation-driven teams. 200 in one 100 days?

Innovation 57

Innovation Contact Center 2013 2019 57

CX Journey

JULY 26, 2016

Image courtesy of Skley How does customer experience fuel innovation? Innochat is a weekly Twitter chat (Thursdays, 9am PT) about innovation and covers a wide range of topics and angles. If you love talking innovation, make time for this chat every Thursday. I was honored to be a guest on #innochat on Thursday, July 21.

Innovation 43

Innovation Customer Experience 2013 Culture 43

Customer Bliss

APRIL 11, 2017

Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008. About Brian. He arrived at that role in October 2007.) He has an MBA from Purdue University.

NPS 163

NPS Net Promoter Score 2003 2007 163

CX University

JANUARY 10, 2025

However, have these innovations truly fulfilled their promise? From 2008 to 2013, all measures recorded notable gains, particularly among underperforming hospitals, which narrowed performance disparities. However, after 2013, the momentum slowed. For example, the Overall Rating of Hospital metric rose by 8.5 percentage points.

Healthcare 40

Healthcare Technology Hospitality 2013 40

CSM Magazine

FEBRUARY 11, 2022

BigChange field service management software is helping commercial and industrial door specialist Access Innovations reduce paper consumption by more than 70 per cent. Access Innovation selected BigChange to replace an existing job control system. Since that day the support we have had from BigChange has been excellent.”.

Innovation 52

Innovation 2013 2018 Customer Relationship Management 52

Beyond Philosophy

SEPTEMBER 11, 2014

I’ll pass this as a suggestion / idea to the management,’ is a failure of the company’s innovation process, which either doesn’t: Provide a clear channel for people to submit ideas Or doesn’t provide an incentive for people to do that Or if Bank of America has these in place then for sure it hasn’t trained its managers and staff on Empathy.”

Banking 138

Banking Culture CEM 2003 138

C3Centricity

JUNE 8, 2020

Most CPG companies have annual targets for Innovation & Renovation, sometimes 30% or more of annual revenue. They also have mid-term innovation pipelines which can include partnerships in joint ventures with what were previously only competitors. Each buyer will make choices upon their individual value perceptions. #4.

Hospitality 122

Hospitality Customer Centricity Hotels Return on Investment 122

Experience Matters

DECEMBER 22, 2014

Hall takes culture so seriously that he renamed the front office as the “Culture & Innovation Center.” I’m not surprised that Hall was named as the “Best Boss” in sports in 2013 by TeamWork Online. ” The Diamondbacks have won a lot of awards for the quality of their work environment.

Culture 125

Culture Sports Magazine 2005 125

Very Best Service

JANUARY 16, 2012

Customer service innovation Innovation in customer service has become increasingly valuable as a way to differentiate from the competition and avoid an all-out price war. But, which is the best way to innovate? customer service innovation' Are you brave enough to have a go?

Innovation 40

Innovation Customer Service 2013 Customers 40

ShepHyken

FEBRUARY 22, 2021

In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. Retail Customer Experience) Greg Heist, chief innovation officer at Gongos, Inc., Here’s why the experts think empathy is the key to customer experience by Kate Rogerson. Customers have more power than ever to get their voice heard and listened to.

2021 112

2021 Article Customer Service Customer Centricity 112

TechSee

DECEMBER 5, 2017

We’ve compiled a short list of innovative customer service technologies developed by talented companies that are dedicated to helping enterprises improve their customer experience at scale and successfully compete in today’s ever-changing business environment. Customers appreciate: The personalized and intuitive customer self-service.

Contact Center 116

Contact Center Customer Satisfaction Technology Call Center 116

Middlesex Consulting

NOVEMBER 27, 2016

Note that the definition of innovation is essentially identical to the definition of customer value creation. This is because “innovation” without the creation of customer value is just another lesson learned along a journey. When the innovation is successful in meeting customer needs, it is INNOVATION.

Innovation 60

Innovation Hospitality Healthcare 2012 60

transcosmos Information Systems

MARCH 6, 2017

In December of the same year, they released a statement saying that a separate breach in 2013 compromised more than 1 billion accounts. In 2013, some 3,000 companies in the United States had their systems compromised by criminals. Innovation without a security posture. Business innovation improves efficiency and the bottom line.

2013 87

2013 2014 Government 2015 87

Customer Bliss

APRIL 19, 2019

Starting as an intern, he moved up the ranks working different product categories and brands, including Dove where he led the groundbreaking “Beauty Sketches” (Titanium GP in 2013).

Guest Experience 135

Guest Experience 2013 2017 Customer Experience 135

TechSee

JANUARY 24, 2019

Innovative ways to provide customers with immediate assistance, guidance and support lies at the heart of every customer-centric organization. Amazon Mayday : First launched in 2013 in connection with the Kindle Fire, Amazon Mayday was an in-app video support that connected an Amazon agent with the Kindle customer with the tap of a button.

Contact Center 141

Contact Center Financial Document 2025 141

Alida

OCTOBER 2, 2017

For his achievements, Bennett has received several industry awards, including the 2012 Healthcare Internet Hall of Fame Innovative Individual Inductee award.

Hospitality 100

Hospitality 2012 2010 Social Media 100

ReviewTrackers

MAY 15, 2020

times more revenue, and rate themselves 170 percent better at innovation. times more revenue, and rate themselves 170 percent better at innovation. Meanwhile, only 27 percent of Millennials believe that a company’s purpose is to make money (down from 35 percent in 2013). 14: Most “highly inclusive organizations” generate 2.3

Brands 123

Brands 2017 2013 2014 123

Alida

APRIL 28, 2016

In a recent article for VentureBeat , Andrew Reid, founder and president of corporate innovation at Vision Critical, steps into the battle between Dan Lyons and Hubspot. Among other things, Lyons’ book claims that Hubspot (and the tech industry in general) suffers from ageism, high employee churn and a lack of real product innovation.

Culture 133

Culture Engagement Books 2013 133

Experience Matters

JANUARY 20, 2015

As a result of this work, Dell has opened 16 solution centers—which gives customers a place to experience solutions—and has provided proactive support over a wide variety of social channels, simplified Dell.com for consumer and business users, and implemented more than 540 customer innovation ideas. EMC Corporation. Download report for $195.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Customer Bliss

MAY 10, 2019

In some DHL centers where they have more space, they’ve created town halls, personal experience corners, and innovation corners. Scott Allison is a Scottish national who’s been living with his family in the US since 2013. Internally, Scott explains that they’re spending more time improving the employee experience.

Customer Focused 31

Customer Focused Chief Customer Officer Social Media 2013 31

C3Centricity

DECEMBER 31, 2018

This post lays out the importance of being data driven, innovative, collaborative and agile to succeed a customer first strategy. This article has been amongst the top twenty posts every year ever since it was first published back in 2013, a staggering five years ago! But I can assure you it’s worth it; its value is now well proven.

2018 117

2018 Brands Customer Journey Mapping 2019 117

Eptica

SEPTEMBER 10, 2015

For example the number of people who have used Twitter for customer service has increased by almost 70% since 2013, according to Forrester. By looking at innovations such as video chat or proactive text, companies can combine service with increased revenue opportunities, while still ensuring customer satisfaction.

Customer Service 76

Customer Service Social Media Contact Center 2015 76

Experience Matters

SEPTEMBER 16, 2015

Our results also revealed that SAS Institute and Cognizant outsourcing were the top companies for purchase momentum, IBM SPSS and Intel have the highest Temkin Innovation Equity Quotient, and HP outsourcing and Intel scored the highest in the Temkin Forgiveness Ratings. Download report for $695. includes Excel spreadsheet with data).

2015 89

2015 NPS Net Promoter Score B2B 89

C3Centricity

APRIL 17, 2018

Several key leadership qualities were found, including being ruthlessly customer-centric, data-driven, innovative, collaborative and agile. Being Innovative. Innovation is the life-blood of every successful business. Not renovation, innovation. Econsultancy recently asked what effective leadership in the digital age is.

Customer Centricity 118

Customer Centricity Innovation Airlines 2002 118

Oracle

MAY 26, 2020

Pella, a window and door-making company, has been bringing innovation into people’s homes for over 90 years. Pella has become a leader in technology and product innovation with more than 150 product and design patents. Plus, they wanted to easily upgrade their solutions.

Customer Service 69

Customer Service Effort Score B2C Average Handle Time 69

C3Centricity

JANUARY 18, 2020

I for one enjoy shopping because I am always on the lookout for the latest introductions and innovations. Wake up marketers, you are not innovating! Innovate less but better. Be more targeted with each of innovation and include your consumers in their development. Be realistic in your distribution targets.

Brands 128

Brands 2019 Consumers Retail 128

CSM Magazine

FEBRUARY 5, 2021

BigChange , the leading mobile workforce management technology company for the service and transport sectors, today announced that Great Hill Partners, the growth-oriented private equity firm behind Wayfair, ZoomInfo and Reward Gateway, has invested significant capital to drive further growth and innovation. . About BigChange .

2013 52

2013 Transportation 2020 Healthcare 52