ECXO

JUNE 11, 2023

Since then, customer experience has become ‘institutionalized’ as a key domain to generate sustainable competitive advantage. Speth went on to say that “to deal with those issues we need a spiritual and cultural transformation”. Customer-centric companies attract and retain top talent. But I was wrong.

Customer Experience 351

Customer Experience Customer Centricity Competitive Advantage Government 351

Vonage

SEPTEMBER 15, 2017

Engage the senior leadership early: Top down leadership is important in articulating a clear customer vision and aligning the whole organisation around it. Establish a cross functional governance process: Implementing a BCE requires company wide engagement.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

CX Centric

MAY 31, 2024

Awareness of the Customer Journey Customer obsessed companies recognize and acknowledge that the customer journey is almost never a straight-line journey. They invest in creating a 360 degree view of the customer that maps the customer journey and use the information for better customer insights.

Customer Experience 52

Customer Experience Company Strategy Government 52

Vonage

OCTOBER 2, 2017

Engage the senior leadership early: Top down leadership is important in articulating a clear customer vision and aligning the whole organisation around it. Establish a cross functional governance process: Implementing a BCE requires company wide engagement.

Tips 133

Tips Brands Customer Experience Competitive Advantage 133

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Don’t underestimate culture.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130