eglobalis

APRIL 6, 2025

It must transcend product features to incorporate dimensions like risk mitigation, long-term partnerships, innovation, and tailored support. Boston Consulting Group , September 28, 2023. The reasons are complex: value in B2B is multifaceted, relational, and context specific. Advisory (blog), Dec 4, 2024. link] Sheppard, Benedict et al.

Contact Center 271

Contact Center B2B Competitive Advantage 2023 271

eglobalis

DECEMBER 11, 2024

Asia-Pacific Sony (Japan): Sony experiments with various technological innovations and user interfaces to enhance its electronic products. Tata Consultancy Services (India): TCS uses rigorous experimentation to refine its IT services and solutions.

Insights 358

Insights Customer Journey Mapping Omnichannel Effort Score 358

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. Miller explained the ‘Authenticity Lifecycle,’ which is a business model that infuses authentic engagement with marketing, innovation and customer experience activities.

2016 267

2016 Innovation Marketing Insights 267

eglobalis

AUGUST 13, 2024

Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons. Samsung’s mobile line of business, particularly the Galaxy series, has established itself as a leader in the global smartphone market, known for innovation and cutting-edge technology. Apple Apple Inc.,

E-support 509

E-support Innovation Customer Centricity Loyalty 509

eglobalis

MARCH 24, 2025

link] Boston Consulting Group How AI Agents Are Opening the Golden Era of Customer Experience. If you enjoyed the read, please share it and connect or follow me on LinkedIn here ! Sources: McKinsey & Company Gen AI in customer care: Early successes and challenges.

Contact Center 328

Contact Center Virtual Agent Banking Telecommunications 328

eglobalis

DECEMBER 4, 2024

Example: IBM combines AI insights from Watson with its global consulting teams to deliver tailored solutions for clients. Watson provides the data, but IBMs consultants interpret and implement it based on nuanced customer requirements. Example: Microsoft relies on its customer success teams to gather feedback on its Azure platform.

2030 419

2030 B2B Culture Government 419

Experience Investigators by 360Connext

OCTOBER 2, 2024

No matter how innovative or truly useful your product or service is, one thing will always separate successful companies from the rest: Customer experience (CX). For those who need CX support, there is a key resource available: Customer experience consultants. A few ways that CX consultants can help include: Goals. Measurement.

Consulting 143

Consulting Customer Experience Leadership Customers 143

InMoment XI

JANUARY 18, 2023

The XI Café Podcast was created so that CX program owners around the world could join the conversation and learn from global businesses and industry experts about the latest experience improvement innovations in technology and research services, industry and market expertise, and customer (CX) and employee (EX) engagement best practices.

Voice of Customer 370

Voice of Customer Consulting Innovation Technology 370

C3Centricity

FEBRUARY 8, 2025

The three fundamental pillars of sustained success are deep customer insights, meaningful innovation, and inclusive leadership. Innovation: The Competitive Edge Amplifier of Business Success Recent PwC research shows that 61% of CEOs view innovation as their top priority for achieving long-term growth. The result?

Innovation 62

Innovation Leadership Insights 2025 62

Experience Investigators by 360Connext

JANUARY 5, 2015

” I started saying that after a particularly challenging consulting exercise. This led to stagnant thinking instead of innovation. Innovation only comes with risk. appeared first on Customer Experience Consulting. The following is a Best of 360Connext post. We have a saying around here. Risk was not rewarded.

Leadership 307

Leadership Consulting User Experience Loyalty 307

Experience Investigators by 360Connext

MARCH 18, 2015

These are things that help me think about the endless possibilities of innovation and experience. Innovators who create amazing technology sometimes can’t hold a conversation with another human. More Posts - Website Follow Me: The post 5 Reasons Never to Miss SXSW Interactive appeared first on Customer Experience Consulting.

Interaction 275

Interaction 2015 Innovation Fashion 275

eglobalis

MARCH 30, 2025

The goal: a comprehensive analysis of whether these innovations can truly supplant old-school surveys, and what that means for the future of customer experience management. and even sentiment from conversations their consultants have with client stakeholders. This has pushed the sector to innovate beyond sending out more survey forms.

Banking 317

Banking NPS B2B Social Media 317

Experience Investigators by 360Connext

JULY 23, 2015

When you push evaluation and innovation to the back burner, big changes in customer expectations are brewing while your competitors stir the pot. More Posts - Website Follow Me: The post The Mass Extinction of Loyal Customers appeared first on Customer Experience Consulting. Your product is no longer cutting-edge. Stay ahead!

Banking 295

Banking Social Media Innovation Consulting 295

TechSee

NOVEMBER 20, 2018

Utilizing both advanced data analytics and innovative AR remote assistance technology yields a highly efficient solution for customer service operations that directly reduces the need for truck rolls. The post 2 Innovative Technologies Guaranteed to Reduce Your Truck Rolls appeared first on Techsee. Better CX at lower cost.

Innovation 153

Innovation Technology Call Center Insurance 153

InMoment XI

SEPTEMBER 28, 2022

My name is Len Ferman and I am a senior consultant at InMoment. In 2019, I published a college textbook, “Business Creativity and Innovation: Perspectives and Best Practices”, which is now being used at several universities including in my classes as an adjunct professor at the University of North Florida.

Customer Journey Mapping 418

Customer Journey Mapping Customer Experience Customer Journey Consulting 418

CSM Magazine

DECEMBER 3, 2024

In the realm of AI consulting services lies the role of guiding the creation and upkeep of AI powered systems that not only function but also flourish. AI in Today’s Business Landscape AI has transformed the operations of businesses by improving efficiency and enhancing customer engagement and innovation for those who utilize it effectively.

Competitive Advantage 52

Competitive Advantage Consulting E Commerce E-support 52

Experience Investigators by 360Connext

FEBRUARY 16, 2015

Marketers need to position products and the behavior around them for consumers who don’t necessarily know they are ready for the next innovation. MakerBot, a leader in 3D Printer technology, announced a variety of exciting innovations at CES. They should care that it is an easy experience for them. Image via CESweb.org.

Marketing 250

Marketing Innovation Transportation Demo 250

Experience Investigators by 360Connext

APRIL 21, 2015

Be aware of how often product innovation is discussed as its own end goal, without mentioning how it meets the needs of customers. More Posts - Website Follow Me: The post Challenging Your Focus on Customers appeared first on Customer Experience Consulting. Image credits: viZZZual.com , DeclanTM via Creative Commons license.

B2B 285

B2B B2C Social Media Innovation 285

Experience Investigators by 360Connext

MARCH 31, 2015

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. appeared first on Customer Experience Consulting.

Technology 265

Technology Customer Experience Social Media 2015 265

Experience Investigators by 360Connext

APRIL 16, 2015

We’ve come to accept the incredible pace of innovation. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Expectations 282

Customer Expectations Retail User Experience Social Media 282

One Millimeter Mindset

JANUARY 28, 2021

How will you wrestle with and leverage change for your professional innovation this year? These January professional innovation posts offer insights, strategy, tips, and pathways to get your career aligned with continuous change. Are You Managing Teams for Innovation or Stasis? 3 Ways to Avoid Professional Complacency in 2021.

Innovation 120

Innovation 2021 Leadership Consulting 120

Experience Investigators by 360Connext

NOVEMBER 6, 2014

Here are 5 ways these online to offline innovators are offering the next wave of the omnichannel experience. Warby Parker is a favorite example of mine because they deliver such exceptional and innovative experiences for customers. The most innovative companies are providing experiences that move seamlessly from digital to real life.

Omnichannel 258

Omnichannel Retail Social Media Culture 258

BirdEye

MARCH 17, 2023

In such cases, small business consulting services can help businesses streamline their operations, reduce the workload, and improve overall efficiency. In this article, we’ll explore the world of small business consulting and how you can become a successful small business consultant to help business owners get the most out of their business.

Consulting 98

Consulting Social Media Financial Sales 98

Experience Investigators by 360Connext

JANUARY 21, 2015

Understanding the customer journey end-to-end helps brands innovate around the experience. Virgin Atlantic is investing in many innovative ideas around how to make the transatlantic flight more of an event to experience. Some of this has to do with where the journey actually begins and ends. Don’t fool yourself!

Customer Journey 283

Customer Journey Customer Journey Mapping Airlines Magazine 283

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. At the core of their reporting is a team with a passion for all things customer management, with a focus on Customer Contact and Design & Innovation. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Investigators by 360Connext

JUNE 8, 2015

If something is really innovative, offer a tour or virtual “behind the scenes” look at how their suggestions helped you innovate. appeared first on Customer Experience Consulting. Again, celebrate those successes publicly and share frequently, including what didn’t work and why.

Marketing 279

Marketing Social Media Loyalty Consulting 279

Experience Investigators by 360Connext

DECEMBER 29, 2014

Before you start innovating, remember what customers want, and how to deliver it on their terms! She is the community manager for 360Connext, a customer experience consulting firm, and a freelance writer. How do you identify the touchpoints that matter the most? 5 Customer Convenience Considerations (Before You Change Anything!).

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

Experience Investigators by 360Connext

JUNE 22, 2015

Share innovation as it happens. Make short videos for Instagram or Vine explaining the innovations as they happen and the challenges around them. Warby Parker , the innovative and extremely social eyewear brand, likes to thank fans and customers with short videos on social. Share pictures of teams working on that specific issue.

Social Media 233

Social Media Engagement Magazine Innovation 233

Experience Investigators by 360Connext

JANUARY 14, 2025

By investing in innovation and recognizing the strategic importance of customer experience, we can elevate it to the forefront of business initiatives, driving not only success but fostering a better world by alleviating customer frustrations.

Consulting 143

Consulting Customer Journey Innovation Communication 143

Experience Investigators by 360Connext

NOVEMBER 24, 2014

But when leaders become obsessed with “be better than X company” as the main driver for innovation, customer experience will suffer. More Posts - Website Follow Me: The post 5 Ways to Sabotage your Customer Experience appeared first on Customer Experience Consulting. Don’t worry about the big guys.

Customer Experience 304

Customer Experience Customer Journey Mapping Social Media Culture 304

Experience Investigators by 360Connext

JULY 6, 2015

Innovation is “owned” by one part of the organization who doesn’t have any contact with customers. I’ve witnessed leaders bragging about their innovation labs and creative geniuses who are sequestered away in some cool part of the office. .” The customer does not care who owns their issue.

B2B 278

B2B Net Promoter Score Effort Score Loyalty 278

InMoment XI

DECEMBER 21, 2021

Several years ago, business consultant Matthew T. More than commitment to the company or the brand, more than commitment to productivity or innovation or even the organization itself, we are talking about commitment to the customer. You cannot create, or sustain, customer loyalty behavior without committed employees.

Customer Experience 397

Customer Experience Loyalty Advertising Leadership 397

Experience Investigators by 360Connext

NOVEMBER 5, 2014

Reading all sorts of books could open your employees up to new possibilities around how to deliver a great customer experience, how to empathize with people in difficult situations, and how to innovate for the next wave of what you deliver. The possibilities of what you could recommend are endless! Then you encourage discussion.

Books 273

Books Customer Experience Net Promoter Score Culture 273

Experience Investigators by 360Connext

NOVEMBER 3, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. Image credit: Michael-Albert Herrera via Creative Commons license.

Leadership 271

Leadership Social Media Consulting Innovation 271

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Justify customer loyalty through excellence – innovate audience interactions. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

Beyond Philosophy

FEBRUARY 20, 2020

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. The post Where AI Meets CX: Inventor of the Hashtag Shares Innovative Concepts Pt 2 appeared first on Customer Experience Consulting. Follow Colin Shaw on Twitter @ColinShaw_CX.

Innovation 162

Innovation Social Media Technology Brands 162

Experience Investigators by 360Connext

NOVEMBER 5, 2024

A sought-after speaker and consultant, she’s spent more than 25 years developing the field and practice of persuasive message design, with a particular focus on the principles and processes that build buy-in that lasts.

2024 143

2024 Banking Books Customer Centricity 143