4 Technology Trends set to Improve Customer Experience in 2017
Uniphore
APRIL 6, 2017
As customers have more alternatives than ever, the businesses that win the battle of customer service gain a clear competitive advantage.
3 Customer Engagement Trends to Watch in 2017
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.
Trends 
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How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes
ECXO
MARCH 6, 2025
While customer delight is the ultimate goal, framing it in terms of ROI and competitive advantage speaks the language of executives and ensures CX strategy gets the necessary support. Conversely, if competitive advantage comes from efficiency and scale, the CX strategy might focus on digitizing interactions for speed and ease.
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15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 1]
Lumoa
JANUARY 9, 2018
Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX In my opinion, three things that are essential for CX in 2018 include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations.
3 Customer Engagement Trends to Watch in 2017
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.
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3 Customer Engagement Trends to Watch in 2017
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.
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Turning customer experience into competitive advantage
Eptica
OCTOBER 25, 2017
Date: Wednesday, October 25, 2017 Turning customer experience into competitive advantage. Published on: October 25, 2017. At a time when competition is ever-increasing, the experience that consumers receive is central to attracting and retaining their business, and therefore to the company bottom line.
Lesson #12 Revisited: Leadership Buy-In is the Lifeblood of VoC—AI Won’t Change That
PeopleMetrics
FEBRUARY 6, 2025
When I wrote Listen or Die in 2017, I emphasized that executive sponsorship is the single most important factor in VoC success. Benchmarking Against Competitors: AI can analyze social sentiment and industry trends, proving whether CX is a competitive advantage or a liability.
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62 Collaboration is what CCOs need to embrace
Customer Bliss
JUNE 15, 2017
So they key to competitive advantage is no longer to optimize value chains, but to extend capabilities through collaboration , either directly or through platforms. But “value chain,” while still a focused term that makes sense in 2017, isn’t the way you should necessarily think about business.
Why the retail apocalypse is really a renaissance, and what your company can do about it
Alida
SEPTEMBER 6, 2018
between 2017 and 2022. Meanwhile, IHL Group recorded a net increase of 4,000 new store openings in 2017—a far cry from a collapse. Understanding what customers really want is what will provide competitive advantage. Finally, consumers are feeling pretty good about the economy with 59.5%
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The Customer Obsession Revolution Will Be Televised
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.”
5 Top Customer Service Articles for the Week of September 18, 2017
ShepHyken
SEPTEMBER 18, 2017
(Collective Campus) Establishing a detailed understanding of your customers is essential in achieving business goals and creating a customer experience that is a key competitive advantage today. The post 5 Top Customer Service Articles for the Week of September 18, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.
Top CX tips for delivering a ‘Branded Customer Experience’
Vonage
OCTOBER 2, 2017
Also address the different set of factors that inspire customers to be emotionally loyal to your brand and create a competitive advantage. John Aves will be speaking at CloudFest London, NewVoiceMedia's showcase of useful innovation in action, on 20 September 2017 at Grange St. Paul's Hotel. Find out more and register now.
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133 Top CX tips for delivering a ‘Branded Customer Experience’
Vonage
SEPTEMBER 15, 2017
Also address the different set of factors that inspire customers to be emotionally loyal to your brand and create a competitive advantage. John Aves will be speaking at CloudFest London, NewVoiceMedia’s showcase of useful innovation in action, on 20 September 2017 at Grange St. Paul’s Hotel.
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4 Ingredients of a Successful Customer Experience Program
iPerceptions
AUGUST 15, 2017
Customer Experience is now one of the main competitive advantages that companies strive to obtain over their competitors, and is only gaining steam in recent years.
How Changi Airport Group, Midea Group, StarHub and Prudential Singapore use relationships to win
Alida
OCTOBER 15, 2017
Vision Critical (@visioncritical) October 11, 2017. As organisations increasingly compete on customer experience, the ability to capture authentic, actionable customer feedback is an unparalleled competitive advantage. Your customers are your competitive advantage. Brittany Wong (@brittanywong) October 11, 2017.
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In the Competitive Airline Industry, Best Practices in CX can be Transformational
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. Not only did airlines register improvements in 2017, they’ve done so for the six years before that.
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5 Top Customer Service Articles For the Week of November 20, 2017
ShepHyken
NOVEMBER 20, 2017
A customer service rep’s or salesperson’s memory, sometimes supported by data and technology, can be a competitive advantage. The post 5 Top Customer Service Articles For the Week of November 20, 2017 appeared first on Shep Hyken. My Comment: Personalization is a hot topic. Memory” can be a big part of that. Great article.
19 Fundamental Customer Experience Stats for 2017
Clarabridge
JANUARY 4, 2017
Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. 48% of CX pros believe this focus gives them a competitive advantage 5. Most brands have not increased their CX budget from 2016 to 2017. As a discipline, customer experience is growing up. 1 Accenture.
5 Top Customer Service Articles for the Week of September 4, 2017
ShepHyken
SEPTEMBER 4, 2017
Not only is it a competitive advantage for your business development team, it also is a great way to keep current customers happy. The post 5 Top Customer Service Articles for the Week of September 4, 2017 appeared first on Shep Hyken. Why Visual Support is the Future of Customer Service by Robert C. Follow on Twitter: @Hyken.
What were the key CX trends in 2017?
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.
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The Framework You Need to Survive in Retail
Beyond Philosophy
FEBRUARY 19, 2019
Baker Retailing Center from 2011 to 2017, where she witnessed retail chaos firsthand. Superior Competitive Advantage: What you offer must be more valuable than what the competition delivers. The bottom line is that if you’ve got a customer-focused mindset, then that becomes the competitive advantage.
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142 CX Journey™ Musings: Customer Experience is the Next.
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.
Five strategies to improve customer experience in telecoms
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.
Too Big To Care? Why Mega-Mergers Threaten Us
Beyond Philosophy
MAY 3, 2018
Fewer choices means providers require less attention to fostering a competitive advantage by providing an excellent, customer-centered experience. 16 January 2017. What CEOs want to Hear in 2017.” 1 November 2017. When you are the only game in town, people can play with you or miss the game. Sources: Mortiz, Bob.
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3 ways to score significant wins in your insight community’s first year
Alida
NOVEMBER 28, 2017
At the 2017 Customer Intelligence Summit , Red Bull and two other innovative brands outlined how they made the most of their insight communities in their early days by scoring massive wins that benefitted their brand and their customers. Insight communities can deliver significant benefits in their early days.
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When this retail futurist speaks, Google, Walmart and Intel listen
Alida
JULY 13, 2017
The key to survival in the age of Amazon is customer experience, but few are doing it well enough to gain the necessary competitive advantage and are leaving their customers indifferent, according to the recent 2017 Global Customer Experience Trends report by Forrester Research.
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19 Fundamental Customer Experience Stats for 2017
Clarabridge
JANUARY 4, 2017
Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. 48% of CX pros believe this focus gives them a competitive advantage 5. Most brands have not increased their CX budget from 2016 to 2017. As a discipline, customer experience is growing up. 1 Accenture.
The Reasons Behind Tesla’s High Net Promoter Score
Retently
MARCH 29, 2023
With 805 Supercharger stations in 2017, Tesla’s interactive map illustrated its plan to expand them over the next few years. You can use a simple outlet or find a Tesla charging station that will charge it even faster – in about 30 minutes. The charging time would only improve in later updates.
Top 50 Customer Service Leaders – Best Customer Experience Influencers
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. Kate Leggett.
Avaya and IAUG: Better Together at 2017’s Avaya ENGAGE Event
Avaya
SEPTEMBER 15, 2016
This gives those that are active in our community a competitive advantage. Beginning in 2017, Avaya and IAUG will come together to host their first truly joint event. The post Avaya and IAUG: Better Together at 2017’s Avaya ENGAGE Event appeared first on Avaya Connected Blog. This collaboration is more than an event.
Top 3 Customer Service Trends for 2019 [Infographic]
Provide Support
APRIL 26, 2019
Customer service now becomes a competitive advantage for many companies during the sales process. © 2003 - 2017 Provide Support LLC. Though 2019 year will not become the year if AI in customer service, the impact of technology and customer demand on it cannot remain unnoticed. Read more. Published in Provide Support Blog , 2019.
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63 Top BOB Blog Posts for 2017: Data Science, Machine Learning and Customer Analytics Best Practices
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.
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Customer retention analytics: 5 strategies to reduce churn with data
Thematic
DECEMBER 5, 2018
Interestingly, according to a study by Broadway Business , only 32% of respondents are satisfied with their company’s use of analytics to create a competitive advantage. One way many companies are finding a competitive advantage is through customer retention analytics. Reduces cost to acquire customers. Keen to know more?
How to Promote Your Brand With Reputation Marketing
ReviewTrackers
MARCH 26, 2018
Reputation marketing is a way of thinking about your reputation in the same way you think about your marketing – as a constant and competitive advantage, a cause of growth, and a strategic asset, Olenski writes. Olenski argues that brands should not think of reputation management, but instead, reputation marketing.
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5 Top Customer Service Articles For the Week of January 8, 2018
ShepHyken
JANUARY 8, 2018
Retail customer experience gurus, leaders and experts shared their insight with Retail Customer Experience via email as 2017 ebbed to a close. Wired UK) Thanks to machine learning, AI-enabled bots could gain a competitive advantage over human chat exchanges.
Top 50 Customer Service Leaders – Best Customer Experience Influencers
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. Kate Leggett.
5 best practices for a successful business transformation
Talkdesk
FEBRUARY 27, 2020
between 2017 and 2018. Leveraging data to identify which areas of your customer experience need to be improved and understanding the impact of those improvements is essential for maintaining a competitive advantage and adapting to shifts in industry trends.
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Top BOB Blog Posts for 2017: Data Science, Machine Learning and Customer Analytics Best Practices
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.
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4 Energizing Revelations for the Utilities Industry
North Highland
MAY 17, 2019
Autonomous mobility/smart city planning is unique for utilities as it’s seen as a competitive advantage if achieved; interestingly, it is also considered the most affordable initiative. D&A is also viewed as a competitive advantage but seen as costlier than autonomous mobility/smart city planning.
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Why an Omnichannel Strategy Needs Click and Collect
Oracle
MARCH 6, 2019
percent compared with 2017. “Our stores are our biggest single, competitive advantage. Retailers saw the strongest holiday sales growth in 6 years, with revenue increasing 5.1% to more than $850 billion this year, according to Mastercard Spending Pulse , and online shopping saw extensive gains of 19.1
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What To Expect From The BPO Industry In 2018
Magellan Solutions
MARCH 1, 2018
Despite slightly slowing in 2017, the Philippines maintains its position as the fastest growing country among the emerging economies in the Southeast Asian region. percent target for 2017. However, IBPAP president Rey Untal assured that moving to higher level industries will give Filipino BPO workers a competitive advantage.
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63 We analysed customer experience in banking and here's what we found: Part 1 - Established Banks
Chattermill
JUNE 27, 2017
by Oliver Preece on 28 Jun 2017. Here are the most important factors impacting customer experience in finance and how established banks can gain competitive advantage. Customer experience is the new competitive advantage for banks. customer experience. Banking Insights: Part 1.
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The Edge That Will Help Sales Leaders Get Ahead
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.
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