Remove Competitive Advantage Remove Financial Remove Technology
article thumbnail

B2B CX – Strategy & Business Alignment

ECXO

CX can be a competitive advantage When products and pricing are similar, superior customer experience can be the differentiator that wins new business and retains existing clients. Action Point: Develop a CX vision that directly ties into financial and operational goals (e.g.,

B2B 301
article thumbnail

Decoding the Feedback Dilemma: A Strategic Framework for Evaluating Customer Requests

ECXO

Will it enhance our competitive advantage or dilute it? Insights: Feasibility isn’t just about engineering effort—it’s about whether implementation will introduce inefficiencies or misalignments with your technology stack. A feature may seem promising in isolation but could detract from your long-term objectives.

Feedback 391
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Stuck in an Outdated CX Framework? Here’s Why You’re Missing Out on Real Results

eglobalis

This process is particularly powerful in sectors with high trust requirements, such as technology and cybersecurity. Leverage Technology as an Enabler, not a Solution While technology is essential in today’s CX strategies, it should be viewed as an enabler that enhances—rather than replaces—human-centric interactions.

B2B 494
article thumbnail

How Prepared Are Financial Firms Feeling for Consumer Duty?

InMoment XI

In our recent virtual panel discussion, we explored how different financial firms are embracing the Consumer Duty Act and identified areas where most of their resources have been designated. Furthermore, the concept of “substantive compliance” was emphasized as a means to exceed expectations and gain a competitive advantage.

Consumers 369
article thumbnail

How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes

ECXO

It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. One approach is identifying value pools or key leverage points where better experience will yield financial returns.

B2B 314
article thumbnail

Customer Experience in Banking: A Guide to Improve Trust & Satisfaction

InMoment XI

It’s no longer enough for banks and credit unions to simply provide financial services. Needless to say, providing a memorable customer experience in banking should be a top priority for all financial institutions. Importance of Customer Experience in Banking We are currently living through times of financial worry.

Banking 195
article thumbnail

The Power of Customer Behavior Analysis

InMoment XI

Competitive Advantage Understanding customer behavior can be a key differentiator in today’s business environment. Transactional Data Purchase frequency Average order value Payment methods Return rates Transactional data provides a snapshot of a customer’s financial interactions with your business.

Analysis 195