CX University

SEPTEMBER 18, 2018

We look at four case studies of some of today’s most successful organizations, analyzing how they achieve these cornerstones through engagement, in all cases finding the same, ineluctable linkage between leadership, employees and market environment. Four Employee Engagement Strategies that Deliver Competitive Advantage.

Engagement 211

Engagement 2005 Competitive Advantage 2009 211

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Books Competitive Advantage 105

Daniel Group

DECEMBER 21, 2023

My two recent blogs focus on connecting culture and Customer Experience (CX) and Employee Experience (EX): B2B Industry Culture: What Should You Do for Business Success? I also highlight the connection between employee experiences (EX) and customer experiences (CX) for business success. CX and EX go together.

Culture 52

Culture B2B Competitive Advantage Employee Experience 52

Integrity Solutions

FEBRUARY 22, 2023

To achieve a business’s growth goals, the first place many experts advise and to direct their investments is sales leadership. Effective sales leadership requires not just the skill to lead but the will to recognize and bring out the full potential in people. What You Will Learn about Sales Leadership: What Is A Sales Leader?

Leadership 52

Leadership Sales Culture Connections 52

CSM Magazine

MARCH 20, 2024

This distinctive model, coupled with a leadership team that boasts over five decades of customer support outsourcing experience with Fortune 500 behemoths in the Philippines—including titans such as Microsoft, American Express, Allstate, United Healthcare, and T-Mobile—positions it uniquely.

2001 52

2001 Customer Experience Contact Center Competitive Advantage 52

Integrity Solutions

APRIL 16, 2021

That’s why you’ll see that the most productive, growing organizations spend a lot of time leveraging this innate competitive advantage. It’s integral to their success, and it’s one of the secrets to high-performance leadership in tough times. A Customer-Centric Culture Multiplies Your Competitive Advantage.

Customer Centricity 119

Customer Centricity Culture Competitive Advantage Customers 119

Gainsight

SEPTEMBER 22, 2023

Three ways: It creates a competitive advantage, positions you as a thought leader, and speeds up—and streamlines—the buying process. Competitive Advantage Most industries are ripe with competition—and if they aren’t already, they will be soon. Thought Leadership Think of any well-established company.

Competitive Advantage 52

Competitive Advantage Leadership Webinar NPS 52

Kustomer

NOVEMBER 30, 2021

With that said, we wanted to recognize some of the most impressive brands that leverage CX as a competitive advantage. This award celebrates one of our customers that is streamlining their operations by taking advantage of automation within Kustomer’s platform. The Connectivity Award for Best Use of Integrations.

Competitive Advantage 98

Competitive Advantage Leadership Hotels Retail 98

CX Accelerator

APRIL 1, 2020

Let’s face it, leadership in CX has never been a walk in the park. Connect the dots by building a suite of trackable metrics that provide you with a holistic understanding of customer experience. Leadership means being an advocate for your specialism. What’s driving this paradoxical shift? Accountability.

Metrics 228

Metrics Competitive Advantage Financial Leadership 228

Customer Bliss

APRIL 20, 2018

Through a connection of his wife’s, Edwin was hired by someone who was looking for their first CXO and was recruited into Miles and Stockbridge P.C. Client Experience Offers a Competitive Advantage. executives realized that in order to have a competitive advantage, you need to be client focused.

Competitive Advantage 148

Competitive Advantage Chief Customer Officer 2011 Culture 148

Calabrio

DECEMBER 10, 2020

It’s also an opportunity to focus on the customer experience and ‘people’ skills that help agents connect with customers and exceed expectations. In fact, the customer experience is a big part of overall competitive advantage today, and agents are on the front line. Leadership Shifts from Taskmaster to Mentor.

Contact Center 105

Contact Center Competitive Advantage Leadership Sports 105

InMoment XI

NOVEMBER 15, 2023

Competitive Advantage : Companies that prioritize customer experience often outperform their competitors. By leveraging customer experience analytics, not only can businesses stay ahead of the competition but also uncover valuable trends and patterns that can significantly impact their growth and market leadership.

Insights 324

Insights E Commerce Customer Experience E-support 324

CX Accelerator

APRIL 1, 2020

Let’s face it, leadership in CX has never been a walk in the park. Connect the dots by building a suite of trackable metrics that provide you with a holistic understanding of customer experience. Leadership means being an advocate for your specialism. What’s driving this paradoxical shift? Accountability.

Metrics 182

Metrics Competitive Advantage Financial Leadership 182

Stella Connect

NOVEMBER 18, 2021

Research shows there’s a strong connection between agent engagement and agent performance , with engaged employees less likely to quit and more likely to be more productive, report overall wellbeing, and be active participants within the company. After all, call center incentives aren’t just a “nice to have.”

Call Center 78

Call Center Competitive Advantage Social Media Financial 78

Customer Bliss

JUNE 28, 2018

Airlines that take this information and embrace the standards in my newest book, Would You Do that to Your Mother , can gain a competitive advantage by finding ways to boost customer loyalty and raise overall customer experience. LEADERSHIP MEANS + HIRING THE RIGHT PEOPLE = BUSINESS GROWTH.

Airlines 135

Airlines Competitive Advantage Travel Customer Satisfaction 135

Customer Bliss

JUNE 15, 2017

This is a complex, far-ranging topic and we’re only going to cover it in a brief blog post (although I do speak often about collaboration in books and speeches), but I wanted to touch on some recent research and thought leadership around collaboration. Collaboration and uniting silos.

Competitive Advantage 187

Competitive Advantage 2017 Leadership Books 187

Uniphore

JANUARY 4, 2022

See how Emotion AI is reshaping how we connect with customers in the virtual workplace. Before joining Uniphore, Annie was part of the leadership team at NIO, a next generation car company, leading US marketing and communications from startup through a successful IPO. Learn from Industry Experts. CX and Contact Center Leaders.

2022 126

2022 White Paper Contact Center Innovation 126

CX University

SEPTEMBER 27, 2018

We want something much simpler, which employees and leadership can understand intuitively and which will truly motivate people to create a great workplace and satisfy customers. . Town Hall Meetings w/ leadership. Responding: How and where to connect feedback to responsive action. Simple to say; very difficult to execute.

Engagement 71

Engagement Competitive Advantage Leadership Feedback 71

CSM Magazine

FEBRUARY 14, 2023

Acquisitions of bot strategy and design leader VoxGen and conversational automation provider Nu Echo position Waterfield Tech for ongoing CAI industry leadership. Waterfield Tech , a leading global customer engagement solutions provider, today shared business growth highlights for 2022.

2022 52

2022 Contact Center Competitive Advantage Omnichannel 52

BirdEye

JULY 21, 2023

This positive social connection leads to increased job satisfaction. Competitive advantage A cohesive team works together to leverage each member’s strengths and expertise, which is a huge asset when it comes to competitive advantage. What are the negative impacts of a lack of team cohesion?

Competitive Advantage 52

Competitive Advantage Roadmap Culture Communication 52

TechSee

FEBRUARY 21, 2022

There are many ways AI is helping businesses across industries gain a competitive advantage. Many insurance companies have begun implementing smart technology as part of their strategy, including connected security, medical, and other smart devices that influence the conditions of their insurance premiums.

Innovation 109

Innovation Insurance Telecommunications Automotive 109

Bill Quiseng

MARCH 15, 2022

The foundation of a winning organization is leadership and culture. Let’s get to some real hard data about the connection between your culture and the bottom line. In the past, executives have used the excuse that there’s no data on this connection, but it exists. Rather the former than the latter!

Culture 103

Culture Customer Centricity Books Competitive Advantage 103

Thematic

FEBRUARY 19, 2024

It's crucial to connect with your users. Creating a customer experience (CX) that builds a connection with customers, demonstrates that you value their time and preferences. If you run into difficulty getting leadership support for a CX measurement program, make a business case for improving CX.

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 62

Thematic

FEBRUARY 19, 2024

It's crucial to connect with your users. Creating a customer experience (CX) that builds a connection with customers, demonstrates that you value their time and preferences. If you run into difficulty getting leadership support for a CX measurement program, make a business case for improving CX.

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 62

West Monroe

MAY 13, 2024

Instead, they rely on integration middleware and inefficient, error-prone manual processes to connect operations. Optimizing talent channels (employees, contingent talent, outsourced, and automation) and aligning work with suitable talent groups is key to maintaining competitive advantage in this landscape.

Transportation 52

Transportation Technology Consumers 2024 52

SurveySensum

APRIL 1, 2024

Through strategic efforts that range from forming authentic connections with clients to aligning products with consumer values, startups can position themselves as credible alternatives to the tried-and-tested giants of their industries. Transparency, quality, and authenticity are pillars on which a startup can build a foundation of trust.

Brands 52

Brands Social Media Feedback Loyalty 52

TechSee

DECEMBER 4, 2018

To maintain their leadership position in the industry, Vodafone has placed a strong focus on innovation, partnering with best-in-class technological solutions that accelerate Vodafone’s digital transformation and improve the Customer Experience by providing quicker, simpler and more effective service. The Future.

Innovation 95

Innovation Telecommunications Customer Satisfaction Competitive Advantage 95

ShepHyken

MARCH 23, 2018

Better practices that emanate from leadership can prevent or correct such leaks and perhaps turn them into growth opportunities. It is likely that company communication, from leadership and throughout the organization, does not adequately connect with employees and bring them into the company narrative. Distrust of leadership.

Communication 82

Communication Blog Leadership Airlines 82

Calabrio

DECEMBER 10, 2020

It’s also an opportunity to focus on the customer experience and ‘people’ skills that help agents connect with customers and exceed expectations. In fact, the customer experience is a big part of overall competitive advantage today, and agents are on the front line. Leadership Shifts from Taskmaster to Mentor.

Contact Center 52

Contact Center Competitive Advantage Leadership Sports 52

Bold360

FEBRUARY 13, 2020

Experience is the emotional connection that we make with our customers. It’s not enough to have an intellectual change, you have to have an emotional connection. You can do this by involving your entire team, and creating a broader leadership team. Build strategic skills in order to create a competitive advantage.

Competitive Advantage 59

Competitive Advantage Culture Leadership Touchpoint 59

Integrity Solutions

MARCH 4, 2019

Leadership? Market leaders recognize that exceptional customer experience can become a powerful guard against industry volatility and a huge competitive advantage. Who’s responsible for creating an exceptional customer experience in your organization? Customer Service? Client Relationship Managers? Product Development?

Customer Experience 61

Customer Experience Competitive Advantage Customer Centricity 2018 61

Peter Lavers

FEBRUARY 27, 2018

Peter will be attending in his role as a IBM Futurist – an independent influencer recognised for his thought leadership and expertise in the field of customer experience and CRM. Get a 360-degree view of your business to proactively mitigate disruption and risk, and drive competitive advantage.

2018 40

2018 Competitive Advantage Leadership Connections 40

Lumoa

JANUARY 9, 2018

However, research shows most customers still value an emotional connection with the people fronting the organization. It will also be thrilling to see how UX, customer centricity and empathy will be connected to the field of AI. @ChipRBell | blog “We will continue to struggle with the proper balance between technology and people.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

Happy or Not

JUNE 13, 2023

By improving employee engagement through initiatives such as creating a positive work environment, providing opportunities for growth and development, and fostering strong leadership, organizations can unlock the full potential of their employees and achieve better performance outcomes.

Engagement 36

Engagement Culture Customer Satisfaction Innovation 36

Steve DiGioia

MARCH 9, 2020

What happens when your competition down the street, who also upgraded their equipment or has similar procedures in place, routinely delivers the same dish within 6 minutes? You’ve lost a valuable competitive advantage because you fail to maintain the highest performance standards possible.

Competitive Advantage 124

Competitive Advantage User Experience Social Media Sales 124

CustomerSuccessBox

MARCH 21, 2022

To bring a competitive advantage : He is focused, and detailed in the groundwork to raise the organization and get the teams going in this objective. Where it is in alignment with the culture, business strategy, and values with the support of the senior leadership. Why do you need a Chief customer officer in the organization?

Chief Customer Officer 52

Chief Customer Officer Competitive Advantage Net Promoter Score Culture 52

Magellan Solutions

APRIL 4, 2024

Take advantage of this essential tool to transform online interactions and exceed consumer expectations. What if a single strategic move could unlock that powerful competitive advantage? You’re instantly connected with a friendly, knowledgeable live chat agent ready to lend a helping hand.

2024 52

2024 Exceptional Customer Service Competitive Advantage Customer Satisfaction 52