Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Outstanding customer support is a competitive advantage for today’s innovative companies like HotelTonight, Caviar and Evernote.

Culture 40

Culture Contact Center 2017 Metrics 40

Talkdesk

FEBRUARY 27, 2020

Embarking on digital transformation is a transition that spans all aspects of an organization, including technology, strategy and culture. between 2017 and 2018. Because of this, it is not something that happens overnight, but rather takes thoughtful planning, preparation, coordination and support from all business stakeholders.

Contact Center 80

Contact Center Competitive Advantage Social Media 2017 80

Beyond Philosophy

MAY 3, 2018

After all, when there are fewer places to work, fewer places where specific industry skills are valued, then why should the company create better wages and work cultures for employees? Reducing competition can have a similar effect on Customer Experience. 16 January 2017. What CEOs want to Hear in 2017.” 1 November 2017.

Wireless 113

Wireless 2018 2017 2002 113

Natalie Petouhof

MARCH 6, 2017

Tweet Human Capital As a Key Competitive Advantage. Winning leaders have realized the value of a strong and effective culture as a crucial, competitive advantage. The speakers will share research, insights and strategies for building the culture of a company that magnetically attracts the top talent.

Culture 40

Culture Competitive Advantage 2015 2012 40

AskNicely

MARCH 8, 2018

Dimension Data’s 2017 Global Customer Experience (CX) Benchmarking Report , indicated that: More than 80% of B2B brands view excellent CX as a business differentiator. On March 14th at 11am PST / 2pm EST , we’re co-hosting a new webinar with TMC affectionately titled, “NPS Everywhere: The Competitive Advantage of a Customer-Obsessed Culture.”

Net Promoter Score 60

Net Promoter Score Competitive Advantage Webinar NPS 60

Talkdesk

FEBRUARY 27, 2020

Embarking on digital transformation is a transition that spans all aspects of an organization, including technology, strategy and culture. between 2017 and 2018. Because of this, it is not something that happens overnight, but rather takes thoughtful planning, preparation, coordination and support from all business stakeholders.

Contact Center 60

Contact Center Competitive Advantage Social Media 2017 60

SurveyGizmo

JULY 23, 2018

Failure to do so or pushing experience improvements to the wayside puts an organization’s competitive advantage and market relevance at risk — no matter the industry. With talent shortages already a reality in many industries, combating any toxicity of in the culture makes good business sense. A staggering 60.4

Healthcare 63

Healthcare Culture Employee Experience Competitive Advantage 63

West Monroe

NOVEMBER 20, 2019

Consider the 2017 merger between CVS and Aetna , a testament to the effort it takes to compete in the evolving healthcare landscape. To produce a sustainable competitive advantage, the strategy—and the vision that sustains it—must be organization-wide and tailored to the market need it is intended to address.

Healthcare 45

Healthcare Customer Expectations Net Promoter Score Competitive Advantage 45

CX Journey

AUGUST 2, 2016

battlefield, competitive battleground, competitive advantage, competitive frontier, marketing, [fill in the blank]." Ironically, I came across a report from two years ago that said that in two years (like, now) it would be the competitive advantage. Again, fill in the "next [blank]." Enough already.

Competitive Advantage 30

Competitive Advantage Customer Experience 2020 2017 30

BirdEye

JULY 27, 2023

Examples of horizontal integrations Let’s reinforce our understanding of horizontal integrations by considering a few examples that have affected mainstream culture. And, despite cultural concerns that Disney would crush the agile creativity at Pixar, Disney has since made great movies like Ratatouille, Toy Story 3, and now, Elio.

Government 52

Government Retail E Commerce 2017 52

CSM Magazine

NOVEMBER 7, 2018

In 2017, Ecommerce was responsible for around $2.3 With that being said, it’s not too late to offer Live Customer Engagement for a competitive advantage this season. Christmas is around the corner and shoppers are getting ready both on the high street and online. trillion in global sales and is expected to hit $4.5

Engagement 40

Engagement 2004 Retail Competitive Advantage 40

Lumoa

OCTOBER 31, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. Don’t underestimate culture. How to overcome those challenges?

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Thematic

OCTOBER 13, 2019

of VC funding went to women-founded startups in 2017 and 2018. Hire people that others would overlook and use the resulting diverse team as your competitive advantage. After all, there are only so many of us, and the support female founders receive is often negligible: Only 4.8% of Fortune 500 companies CEOs are women.

2006 87

2006 2025 2019 2012 87

Magellan Solutions

MAY 10, 2020

Having a live chat option on your website gives you a competitive advantage. Cultural compatibility. Your service provider must understand your company’s culture at all levels. Unfortunately, this iconic toy store had declared bankruptcy last 2017 due to its long-term debt.

E-support 52

E-support Competitive Advantage Call Center Retail 52

ClientSuccess

JANUARY 25, 2018

Erica has been a CSM for Marketware since February 2017 and became the Lead CSM shortly after joining the team. Marketware is the leader in providing relationship management and data analytics technology to ensure organizations have the insight to strengthen their competitive advantage and generate new growth opportunities.

Competitive Advantage 42

Competitive Advantage Customer Success Connections 2017 42

ClientSuccess

DECEMBER 18, 2017

Erica has been a CSM for Marketware since February 2017 and became the Lead CSM shortly after joining the team. Marketware is the leader in providing relationship management and data analytics technology to ensure organizations have the insight to strengthen their competitive advantage and generate new growth opportunities.

Leadership 41

Leadership Customer Success Competitive Advantage Reference 41

Help Scout

MAY 21, 2019

Yet according to McKinsey, “In many cases, the customer — not the competition — is the key to a company’s prospects.” Looking at your competitors might define your competitive advantage — i.e., what do you do better than them? It’s a matter of focus. But looking at your customers defines value.

Hotels 40

Hotels Hospitality Travel Touchpoint 40

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

SurveySensum

JULY 14, 2020

She strongly believes that corporate culture and employee experience directly impact customer experience. 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. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Storyminers

JULY 6, 2020

He held sales and technical leadership positions at IBM, where he advised companies on the strategic use of information technology to solve business problems and gain a competitive advantage. It won a 2017 Best Book Award for business books after winning a silver medal from North American Book Awards. Bruce Temkin.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

He held sales and technical leadership positions at IBM, where he advised companies on the strategic use of information technology to solve business problems and gain a competitive advantage. It won a 2017 Best Book Award for business books after winning a silver medal from North American Book Awards. Bruce Temkin.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Integrity Solutions

JANUARY 29, 2019

For more on this, check out our 2017 research, Turbo-Charging Passion to Drive Sales Performance.). Of course, that means the few organizations that are doing it right can claim a huge competitive advantage. How Robust Is Your Organization’s Coaching Model? These are not the only reasons coaches fall short, though.

Sales 76

Sales Competitive Advantage Definition 2017 76

ClearAction

OCTOBER 25, 2018

Marketers put themselves in the customers’ shoes to serve customers better, thus building a long-term, sustainable competitive advantage.” A 2017 CMO Council study 5 reveals that: Less than 10% of Sales leaders and CMOs view themselves as the owner of the customer experience. It’s much more than semantics.

Customer Centricity 59

Customer Centricity Marketing 2017 Consumers 59

ClearAction

AUGUST 16, 2019

Meaningful customer engagement requires that companies remain diligent, predictive and proactive”, reports a Forbes Insights and Pegasystems 2017 survey. The latter emphasizes long-term interests of the customer and long-term relationship for sustained competitive advantage. Make it part of your sales and marketing culture.

Customer Centricity 48

Customer Centricity Customer Engagement Engagement 2018 48

CSM Magazine

JUNE 12, 2020

The IMA’s Statement on Management Accounting (SMA) Value Chain Analysis for Assessing Competitive Advantage (issued in March 1996) states, “The value chain approach for assessing competitive advantage is an integral part of the strategic planning process. Roesler, Peter (2017). Conclusion. Global Ecommerce 2019.

Customer Service 52

Customer Service E Commerce Virtual Agent E-support 52

Currency Alliance

MAY 9, 2019

Tellingly, the greatest investment in vehicles has not been in how the vehicles move, but in “sharing solutions” – with a 32x increase in investment over the 7 years to 2017. With growth, comes competition. Independent of market positioning, unique customer insight will become the primary competitive advantage.

Loyalty 56

Loyalty Loyalty Programs Airlines Travel 56

SmartKarrot

NOVEMBER 23, 2020

Customer experience is going to be a major competitive advantage. User spending on business analytics apps would grow by 23% between 2017 and 2022. Gartner has predicted before 2017 in their SaaS statistics for software that user spending on such software would grow by 23% between the years 2017 and 2022.

2021 10

2021 2023 2017 2022 10

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? It entices me to imagine what awaits us in 2017 for customer service.

2016 111

2016 2017 Customer Experience Social Media 111

ShepHyken

DECEMBER 20, 2017

According to the Five9 Customer Index 2017 report , 77% of customers in the B2C space will not do business with you again if you give them bad customer service the first time they do business with you. Customer service is your competitive advantage. It’s part of the company’s culture. Here is a sobering statistic.

Customer Service 111

Customer Service Competitive Advantage B2C Culture 111

CSM Magazine

DECEMBER 22, 2017

According to the Five9 Customer Index 2017 report , 77% of customers in the B2C space will not do business with you again if you give them bad customer service the first time they do business with you. Customer service is your competitive advantage. It’s part of the company’s culture. This is huge. Yes, they are!

Customer Service 45

Customer Service Competitive Advantage B2C 2017 45