CX Journey

OCTOBER 5, 2017

Here's what happens and why your work is never done: Expectations change. What delights customers today may not delight tomorrow. It's important to always keep your pulse on changing customer needs. Customers change. Customer needs, desires, and expectations change. It's impossible.

Innovation 128

Innovation Competitive Advantage Metrics Culture 128

Blake Morgan

NOVEMBER 8, 2022

Differentiating not just on innovation, but on customer experience. LoveSac founder and CEO Shawn Nelson isn’t afraid to adapt and try new ideas to meet customers’ changing demands. But as buying habits changed, the company converted its stores to inventory-free showrooms and became a completely DTC brand.

Innovation 59

Innovation Customer Centricity Competitive Advantage Social Media 59

Blake Morgan

MAY 17, 2023

According to an IBM survey , 60% of CEOs of companies that outperform the competition list customer experience as a top priority, compared to 38% of underperformers. Clearly, leaders who focus on customers create a competitive advantage.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

Talkdesk

APRIL 23, 2020

The cloud ensures a remarkable pace of innovation, which is what ultimately makes the difference in the customer’s journey. Our expectations as customers have been growing and are now higher than ever. From year to year, we expect that the services at our disposal, both digital and traditional, will surpass and go further.

Contact Center 52

Contact Center Virtual Agent Competitive Advantage Innovation 52

ShepHyken

JULY 3, 2023

100 Customer Experience Stats For 2023 by Blake Morgan (Forbes) Customer experience in 2023 looks different than it ever has before. With a looming recession, changing customer preferences and priorities, and new technology, CX teams have incredible opportunities to innovate and connect in new ways.

Customer Service 12

Customer Service Competitive Advantage Exercises Customer Service Training 12

Chattermill

MAY 12, 2019

Through these interviews, Michelli came away with a set of fundamental principles, such as the importance of understanding the customers’ changing expectations, developing a training program centered around CX and a consistent experience across hotels, and empowering employees.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56