Customer Bliss

FEBRUARY 26, 2020

They learn about the person whose actions will define who they are as people to customers, partners and the marketplace. How does your company understand who belongs in your culture and interacting with customers? Build It—Take Action: Pal’s went to school on how to hire by studying their own folks who were thriving.

Case Study 258

Case Study Study Company Culture 258

C3Centricity

DECEMBER 10, 2024

Accenture ) Expanded Case Study: Spotifys “Wrapped” Campaign Spotifys “Wrapped” campaign exemplifies how personalisation can drive engagement. Demand Metric ) Expanded Case Study: IKEAs AR Revolution IKEAs “Place” app transformed the way consumers interact with furniture online.

Trends 270

Trends Consumers Strategy Case Study 270

Centriam Customer Experience Lab

JANUARY 25, 2018

Whether it’s in Customer Experience management, targeted marketing, deciding which candidates to hire, choosing a new car, or picking the teams in your March Madness office pool. Data-driven decision making. We all aspire to it.

Case Study 274

Case Study Study Data Customer Experience Management 274

BlueOcean

MAY 16, 2024

A customer-first experience is nothing less than critical for them. As a pillar within an industry that has been rocked by shifts in technology and distribution as well as customer habits and expectations, they partnered with Blue Ocean to focus on customer wins and revenue retention.

Case Study 156

Case Study Customer Retention Study Training 156

BlueOcean

MAY 16, 2024

A customer-first experience is nothing less than critical for them. As a pillar within an industry that has been rocked by shifts in technology and distribution as well as customer habits and expectations, they partnered with Blue Ocean to focus on customer wins and revenue retention.

Case Study 156

Case Study Customer Retention Study Training 156

BlueOcean

MAY 16, 2024

A customer-first experience is nothing less than critical for them. As a pillar within an industry that has been rocked by shifts in technology and distribution as well as customer habits and expectations, they partnered with Blue Ocean to focus on customer wins and revenue retention.

Case Study 156

Case Study Customer Retention Study Training 156

ECXO

OCTOBER 23, 2024

Customer Service + AI = Customer Success 3.0 In the current extremely competitive (and sometimes even aggressive) market landscape, in which the power of the purchasing decision is in the hands of the customers and that quality and agility have become a given, organizations strive to provide exceptional customer experiences.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

Customer Bliss

OCTOBER 30, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Especially, the newest breed of customer is flexing their spending muscle by choosing to interact with companies that provide caring people, relevance, choice, and speed. It is a condition for earning that sale.

Case Study 256

Case Study Study Hotels Chief Customer Officer 256

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. At the same time, B2B customer expectations have risen.

Leadership 232

Leadership B2B B2C Effort Score 232

eglobalis

DECEMBER 11, 2024

Experimentation helps you turn customer feedback into actionable improvements that drive satisfaction. Refine your CX personalization by continuously testing what truly resonates with customers. Experimentation and testing are often conflated, but they serve distinct purposes within a customer experience (CX) program.

Customer Journeys 353

Customer Journeys Effort Score Omni-Channel Social Media 353

Customer Bliss

SEPTEMBER 28, 2021

The most admired companies set their table to honor customers. They imagine customers walking in their door, sitting in their chairs, passing the time waiting for them. And while it pains them to make customers wait, they honor that time by making it pass as smoothly as possible. My stats tell me that Americans spent 1.1

Case Study 194

Case Study Study Healthcare Hospitality 194

rethinkCX

MARCH 4, 2025

Customer experience (CX) isnt just a buzzwordits the battlefield where brands win or lose loyalty. At rethinkCX, weve studied these standouts, distilling what makes their CX soar. Lets dive into four case studies of brands excelling in customer experienceand uncover lessons your call center can steal.

Case Study 52

Case Study Study Brands Customer Experience 52

Customer Bliss

JANUARY 20, 2022

In today’s instant gratification age, customers expect service to be faster and more responsive than ever. But their holistic approach to being there for customers is a winning strategy, no matter the decade. A bank without branches, they support customers by phone, Internet and mobile. Learn more in this case study. #CX

Case Study 148

Case Study Banking Study Hospitality 148

Customer Bliss

OCTOBER 28, 2021

This learned “ service roulette ” behavior that we all practice as customers costs companies in three ways: service costs, customer value erosion, and employee disenchantment. The inconsistency of folks responding to these situations sends customers to hang up and start again. This leads to customer value erosion.

Case Study 148

Case Study Study Policies Government 148

Doing CX Right

OCTOBER 8, 2023

Joe Wheeler joins Stacy Sherman to discuss how you can design immersive customer experiences in a digital-first world. You'll learn actionable strategies based on case studies of leading brands. The post Designing Immersive Customer Experiences Based on Leading Brand Case Studies appeared first on Doing CX Right.

Case Study 105

Case Study Study Brands Customer Experience 105

ECXO

NOVEMBER 26, 2024

In the context of the corporate landscape, the word unicorn holds a whole different meaning—one that can have a profound impact on your business, especially when it comes to customer experience. They often have an innate understanding of what customers need, even before customers do. What Is a “Unicorn” in a Company?

Self Service 334

Self Service Culture Training Analytics 334

InMoment XI

NOVEMBER 26, 2024

Did you know that 77% of organizations cannot consistently create a consistent customer experience across channels? Whether you are looking to change current processes, improve old ones, or ensure that your team is aligned on the priorities of the customer experience, creating a customer journey map will be useful to your organization.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Customer Bliss

MARCH 23, 2022

Treating customers with dignity and respect starts with treating employees the same way. Case Study: @Netflix employees stay and thrive because they're trusted, cared for, and they are in a place that lets them work with stunning colleagues. Employees need to feel it, experience it, and receive it themselves.

Case Study 139

Case Study Culture Study Company 139

InMoment XI

MARCH 28, 2022

InMoment helps you tackle compliance challenges involving text data through “semi-custom” solutions. Categorization: Categorize customer reviews, support tickets, or any other type of text document into groups based on their contents. Intention Extraction: Determine the expressed intent of customers and reviewers.

Case Study 370

Case Study Financial Analysis Healthcare 370

InMoment XI

JANUARY 27, 2022

It’s no secret that the Head Of Operations and the Head Of Customer Experience often have differing priorities. In fact, COVID-19 has further encouraged most businesses to prioritise a more operational lens, decreasing their focus on the customer experience. Balancing Operations and Customer Experience: A Case Study.

Airlines 397

Airlines Customer Experience Policies Financial 397

ECXO

DECEMBER 25, 2024

Growth vs. Customer Experience: A Dilemma? In the sometimes lunatic world of business, companies often find themselves walking a tightrope between the relentless pursuit of growth and the need to create outstanding customer experiences. For businesses, this means the bar for customer experience (CX) is perpetually rising.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

NOVEMBER 25, 2021

Customer behaviour prediction—including customer churn prediction—is at the top of our clients’ agenda—and for good reason. Who doesn’t want to be able to predict the future for their customers, employees, and business? However, when it comes to actually improving the experiences of your customers, it becomes more complex.

eBook 370

eBook Case Study Exercises Customer Retention 370

ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. Leadership Commitment and Vision Leading a customer experience transformation starts at the top.

B2B 339

B2B Customer Journeys How To Effort Score 339

Storyminers

APRIL 23, 2018

The other thing, from a customer experience perspective, is that the development and product teams never let up on improving the product and putting in features that create more value for me. Watch Nimble as a case-study-in-the-making on how to do software development/customer experience right!

Case Study 55

Case Study Social Media Study Meeting 55

Optimove

FEBRUARY 19, 2025

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Customer expectations are evolving, and staying ahead means learning from the best. Dont miss out on strategies that can redefine your customer relationships, drive deep loyalty, and have a real business impact. See you in London!

Case Study 52

Case Study CRM Connections Study 52

TechSee

JUNE 16, 2021

It establishes a live video stream with the customer and overlays Augmented Reality annotations to provide step-by-step resolution guidance on their mobile screen. Customer success stories provide new users with examples of how other companies effectively used Visual Assistance. Visual assistance adoption case study: European Telecom.

ROI 251

ROI Case Study Strategy Wireless 251

InMoment XI

MAY 24, 2022

Whichever part of the customer journey you’re in charge of, you can expect the latest thought leadership to stay ahead of the curve, transcend challenges, and drive transformational change at scale. With all we have planned, we are confident XI Forum Sydney will do just that. Here are six reasons to attend! Update from InMoment’s Global CMO.

Entertainment 370

Entertainment Case Study Conference Leadership 370

ECXO

MARCH 3, 2025

posts header on Linkedin and ECXO One Journey to Rule Them All: What Frodo Can Teach Us About Customer Experience Since I was a teenager, Ive been a huge fan of epic fantasy. After all, creating a great customer experience is a lot like an adventure through Middle-earth. Sound familiar? Spoiler alert!

Customer Journeys 156

Customer Journeys Customer Experience Touchpoint Case Study 156

InMoment XI

SEPTEMBER 26, 2019

EXPERIENCE FORUM 2019 NYC Whether your focus is customer, employee, or patient experience, join us for this action-packed event. This one-day free event is hosted in New York, designed to deliver best practices, inspiring idea exchanges, case studies, and expertise from top thought leaders and practitioners of experience management programs.

Management 275

Management Case Study Study Customer Experience 275

InMoment XI

JANUARY 13, 2022

As a not-for-profit, member-owned organization, Chevron Federal Credit Union’s mission is to provide the highest level of personalized service to customers. Here are the three steps Chevron Federal Credit Union took to reinvigorate its customer experience (CX) program: Step #1: Streamline Surveys to Align CX Objectives Across the Business.

Case Study 370

Case Study NPS Survey Analytics 370