article thumbnail

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

ECXO

Will it enhance our competitive advantage or dilute it? A seemingly small UX improvement rolled out in Europe ultimately boosted satisfaction across industries. Example: Hitachi’s decision to invest in modular IoT analytics was backed by pilot tests in industrial automation.

Feedback 391
article thumbnail

Beyond Deliverables: How AI and Customer Centric Strategies Are Redefining Professional Services

eglobalis

Develop a Deep Understanding of Client Needs Moving beyond surface-level engagement requires a nuanced understanding of the client’s industry, market pressures, and specific pain points. If you enjoyed this practical article and would like to stay connected, feel free to connect with me on LinkedIn.

Insiders

Sign Up for our Newsletter

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

article thumbnail

How Prepared Are Financial Firms Feeling for Consumer Duty?

InMoment XI

Furthermore, the concept of “substantive compliance” was emphasized as a means to exceed expectations and gain a competitive advantage. Ensuring the needs of vulnerable customers are met was also discussed as a crucial aspect of achieving desired outcomes.

Consumers 369
article thumbnail

Customer Experience = Seeing + Being + Doing

ECXO

With their 1998 Harvard Business Review article “Welcome to the Experience Economy” (and 1999 book), Joe Pine II and James Gilmore introduced the term Customer Experience as the next competitive battleground. Since then, customer experience has become ‘institutionalized’ as a key domain to generate sustainable competitive advantage.

article thumbnail

15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 1] 

Lumoa

There is no doubt that across most industries, the end-to-end CX has improved over the last twenty years. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer. Much of the improvement has been driven by advancements in product innovation and digital technology.

article thumbnail

Navigating the Path to Affinity: Cultivating Client-Centricity in Professional Services

ECXO

Let me give you an example of leaders are creating competitive advantage. (I Clients are also seeking allies for advice on consumer, business, industry and market dynamics. Everything needs to be backed up with client, industry and market knowledge, and business acumen. We hear a lot about ‘new frontiers’. Let’s continue.

article thumbnail

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

eglobalis

Originally posted at [link] Introduction In the realm of business-to-business (B2B) interactions, customer experience (CX) is often approached through standardized frameworks and prescriptive methodologies, frequently rooted in models from major industry analysts like Gartner, Forrester, and others.

B2B 459