Alida

OCTOBER 15, 2017

Understanding your customers’ needs is now a requirement, no longer a luxury. Vision Critical (@visioncritical) October 11, 2017. Using insight from their community, Prudential Singapore were able to drive product revenue, improve customer experiences and increase customer lifetime value. The secret?

Competitive Advantage 100

Competitive Advantage 2017 2025 Customer Journey 100

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Published on: November 08, 2017. Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business. How do you become more customer centric? Share this page on: Tweet.

Customer Centricity 96

Customer Centricity Chief Customer Officer 2017 Competitive Advantage 96

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

2017 48

2017 Competitive Advantage Social Media Customer Centricity 48

ClearAction

AUGUST 16, 2019

Is Your Customer Engagement Really Customer-Centric? Customer engagement can yield short-term or long-term rewards or penalties, depending on how customer-centric they are. Long-term rewards: uptick that sticks or increases organically — engagement fit the customer’s expectations and circumstances. “An

Customer Centricity 48

Customer Centricity Customer Engagement Engagement 2018 48

Clarabridge

JANUARY 4, 2017

As a discipline, customer experience is growing up. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1. 1 Accenture.

2017 40

2017 Customer Experience Return on Investment Competitive Advantage 40

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Start here.

2017 40

2017 Customer Engagement Engagement Contact Center 40

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Start here.

2017 40

2017 Customer Engagement Engagement Contact Center 40

Bob Hayes

DECEMBER 17, 2017

All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. I did my part this year to spread interest in analytics to more people. Data science is essentially a way to extract insight from data using these three skills.

2017 46

2017 White Paper Blog Competitive Advantage 46

Bob Hayes

DECEMBER 17, 2017

All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. I did my part this year to spread interest in analytics to more people. Data science is essentially a way to extract insight from data using these three skills.

2017 40

2017 White Paper Blog Competitive Advantage 40

SurveySensum

JULY 14, 2020

Mila Widyani – Head of Customer Experience at CIMB Niaga. A Customer Experience Thought Leader and Influencer, Mila Widyani is a dynamic professional who strongly believes that CX is the key to driving a sustainable competitive advantage in today’s economy. Currently working at Qualtrics as a Sr.

2020 132

2020 Customer Experience Magazine Consulting 132

Bob Hayes

SEPTEMBER 18, 2017

A new customer analytics survey of 80+ companies provides a look into the state of analytics in customer programs. Only 32% of respondents are satisfied with their company's use of analytics to create a competitive advantage. Data were collected from January to March 2017.

Loyalty 113

Loyalty Competitive Advantage White Paper Social Media 113

Second to None

MARCH 5, 2018

Enabled by the evolution of customer data and customer data science, businesses can leverage their execution as a strategic and competitive advantage. By scientifically identifying what matters most to customers and quantifying the ROI of delivering it to them. How, you might ask?

Brands 54

Brands E Commerce Retail ROI 54

Lumoa

OCTOBER 31, 2018

As more industries continue to be disrupted by smaller, more agile, niche specialists who are better able to meet the needs and expectations of customers, larger, legacy businesses are at serious risk of losing relevance with their customers and potentially ceasing to exist. Never underestimate the customers expectation in CX.

Customer Experience 60

Customer Experience Customer Centricity Culture 2018 60

West Monroe

NOVEMBER 20, 2019

This raises an important question: In an industry long viewed as providing below average service, how do organizations shift their approach to keep pace with the dramatic change in customer expectations? Consider the 2017 merger between CVS and Aetna , a testament to the effort it takes to compete in the evolving healthcare landscape.

Healthcare 45

Healthcare Customer Expectations Net Promoter Score Competitive Advantage 45

ProProfs Chat

JULY 30, 2021

Also, its customer centric strategies include prime membership, that offers special privileges for loyal customers like quick delivery, low pricing, and so on. billion worldwide was spent on conducting focus groups in 2017. . Back then, Amazon made use of the brand positioning strategies to outwit the competitors.

Brands 111

Brands Net Promoter Score Social Media E Commerce 111

Currency Alliance

MAY 9, 2019

Now, the mobility sector is understood to comprise every transport type that enables customers to get from one place to another and – more importantly – how customers search for, book, and manage their mobility choices. With growth, comes competition. But providing choice alone is not enough. The shake-out.

Loyalty 56

Loyalty Loyalty Programs Airlines Travel 56

Chattermill

JULY 31, 2017

Customer support in the modern age. by Jack Miller on 1 Aug 2017. customer support. An analysis of customer support experiences across industries and companies. Customer support in the modern age. Done right, it is a source of competitive advantage and can contribute to stronger financial performance.

Fashion 40

Fashion Banking Multi-Channel Social Media 40

Qualtrics

JUNE 6, 2019

Suppliers that can’t help clients become customer-centric are losing business to those who can. Qualtrics helps you delight customers at every touchpoint and improve every interaction along their customer journey. 50% of MR agencies agree that automation has provided a competitive advantage (GRIT Report 2018).

Marketing 20

Marketing 2018 ROI 2017 20

Alida

DECEMBER 22, 2016

We’ve collected 10 of the most insightful predictions that we believe will define not just 2017, but also the years ahead. Gaining customer trust will become a more significant source of long-term competitive advantage. Protecting customer data would be a good start. Global uncertainty. Credit: SiriusDecisions.

2017 0

2017 E Commerce 2016 Social Media 0

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. Register your interest now.

2016 267

2016 Innovation Marketing Insights 267

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ProProfs Chat

DECEMBER 12, 2019

found that good customer service can actually increase the possibility of customers to buy a product from your competitors if they offer better customer service. If your business isn’t customer-centric, customers will leave your brand. Why Your Customers Aren’t Loyal? Bain & Co.

Customer Retention 88

Customer Retention Loyalty Programs Social Media Loyalty 88

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? Meet Our Panel of Customer Experience Pros: Daisy Jing. Sasha Tenodi.

2016 111

2016 2017 Customer Experience Social Media 111

Alida

DECEMBER 20, 2017

We’re wrapping up 2017 with a recap of the biggest stories of the year from the Vision Critical blog. Edelman’s 2017 Trust Barometer suggests that the world today is suffering from an implosion of trust. Customer-centricity creates competitive advantage for leading brands. Insight-driven businesses take off.

2017 154

2017 Retail Insights Innovation 154