ECXO

MARCH 6, 2025

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. Conversely, if competitive advantage comes from efficiency and scale, the CX strategy might focus on digitizing interactions for speed and ease.

B2B 339

B2B Customer Journeys How To Effort Score 339

Lumoa

JANUARY 9, 2018

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

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

eglobalis

OCTOBER 9, 2024

Does your technology stack support the requested feature? Hitachi (Japan) Hitachi faced requests from industrial IoT clients for better integration of their analytics tools. After evaluating the technical feasibility and broader market demand, Hitachi developed a new modular analytics platform that could be scaled across industries.

Feedback 511

Feedback ROI Innovation B2B 511

InMoment XI

OCTOBER 23, 2024

Here are a few reasons why customer experience in banking is an even bigger competitive advantage than ever before: It helps build trust during uncertain times. Also, consider investing in self-service technologies such as interactive teller machines (ITMs) to handle basic transactions.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

AUGUST 3, 2023

However, through the application of advanced technologies like Natural Language Processing (NLP), voice analytics, and predictive customer analytics , companies can now unlock the hidden potential of unstructured data, gaining deeper customer insights and improving decision-making processes.

Analytics 366

Analytics Customer Insights Data Social Media 366

InMoment XI

JULY 13, 2023

Furthermore, the concept of “substantive compliance” was emphasized as a means to exceed expectations and gain a competitive advantage. Firms should harness the benefits of data and technology to improve their services and understand the outcomes they achieve for their customers.”

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

TechSee

JULY 10, 2018

These technologies present unparalleled opportunities for improvement of the claims process, including the automation and visualization technologies that are transforming the insurance landscape. The Financial Advantage. The Competition Advantage.

Insurance 153

Insurance Industry Competitive Advantage Innovation 153

Uniphore

JANUARY 4, 2022

Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise. Find out about the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s modern enterprise.

Contact Center 317

Contact Center Multi-Channel Innovation Customer Retention 317

TechSee

APRIL 10, 2018

As businesses increasingly realize that leveraging the power of technology creates a clear competitive advantage, the future of the BPO industry has become dependent on its willingness to adopt new growth and BPO technology trends that will serve as a value multiplier for their offerings.

Call Center 139

Call Center Self Service Technology Competitive Advantage 139

ECXO

AUGUST 9, 2023

From a client perspective firm offering CX-related PS / consulting – in enterprise technology, telecoms, electronics, and beyond – are superficially similar. 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.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

Calabrio

FEBRUARY 28, 2025

Voice analytics, in short, is technology that transforms spoken words into actionable insights. Essentially, voice analytics can unlock the hidden potential within your contact centers conversationsand turn your interactions into a competitive advantage. What is voice analytics?

Contact Center 130

Contact Center Analytics Analysis Self Service 130

AWS Machine Learning

APRIL 3, 2025

Theyre constantly seeking ways to use their vast amounts of information to gain competitive advantages. OMRON Corporation is a leading technology provider in industrial automation, healthcare, and electronic components. Data is one of the most critical assets of many organizations.

Data 72

Data Government Competitive Advantage Analytics 72

InMoment XI

MAY 31, 2022

With the number of touchpoints a customer has with a brand increasing with the proliferation of technologies and channels, the need to create a consistent experience is critically important.” – McKinsey & Company. Here are some more examples by industry. Notice that no single map has everything. SaaS example by InMoment.

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

InMoment XI

OCTOBER 24, 2024

Competitive Advantage While most companies claim to be customer-obsessed, a recent study showed that only 15% are actually customer-obsessed, meaning their business is focused on growing by delivering value to their customers. By succeeding in customer engagement, you have a better chance of keeping your customers coming back.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

Calabrio

MARCH 5, 2025

A McKinsey survey revealed customer care leaders top growth priorities included customer experience improvement, technology implementation, and identifying revenue growth opportunities. Mitigate Compliance Risks: Many industries have strict regulations regarding customer interactions.

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

Calabrio

DECEMBER 10, 2020

Since then, we’ve experienced entire paradigm shifts in technologies, which in turn have fueled a complete and ongoing transformation of the contact center. The turnover rate is notoriously high for contact centers at a staggering 30% – 40% — more than twice the average for US industries.

Contact Center 264

Contact Center Self Service Competitive Advantage Leadership 264

InMoment XI

NOVEMBER 30, 2023

Reputation Management Software Managing your brand and business reputation requires more than just vigilance; it demands strategic precision and technological assistance. Competitive Advantage By staying ahead of industry trends and monitoring competitor activities, reputation management software provides a competitive advantage.

Brands 284

Brands Management Multi-Channel Social Media 284

ECXO

MARCH 5, 2024

Digital transformation isn’t just about integrating digital technology into all areas of a business. Competitive Advantage: By providing a deep understanding of the customer and fostering innovation, Design Thinking can give businesses a significant competitive advantage.

Customer Centricity 294

Customer Centricity Competitive Advantage Innovation Customer Journeys 294

TechSee

MARCH 17, 2021

If there’s one feeling consumers have grown familiar with in their dealings with the telecom industry, it is – by all accounts – frustration. It’s the same old song and dance, which is probably why the telecom industry consistently ranks as one of the most hated by consumers. Augmented Reality. Computer Vision.

Technology 109

Technology Self Service Wireless Competitive Advantage 109

InMoment XI

OCTOBER 7, 2024

Ingest Competitor Review Data via API Gain a competitive advantage with richer insights into how to take market share from competition Easily merge competitor review data from multiple review sources with other key experience signals in your preferred BI tool. Strongest Signals 5.

Competitive Advantage 243

Competitive Advantage Innovation Comparison Roadmap 243

ECXO

JULY 16, 2024

In industries where innovation is the key to staying ahead, encouraging a culture of adequate sleep can lead to groundbreaking ideas and solutions. Technology and Sleep: The proliferation of smartphones and laptops has blurred the lines between work and personal life, often leading to poor sleep habits.

Customer Experience 348

Customer Experience Policies Culture Innovation 348

Interactions

NOVEMBER 11, 2024

We discussed the complexities of CX in the retail industry and explored how brands can keep pace with ever-changing consumer expectations in a tech-driven market. It’s not just about adopting the latest technology—it’s about using it responsibly while keeping a clear focus on delivering genuine value.

Retail 62

Retail Competitive Advantage eBook Contact Center 62

GetFeedback

JUNE 9, 2019

This is because, within most industries, customers have more than one (sometimes dozens) of similar options to choose from right at their fingertips. More and more, customer experience is the differentiator that helps companies edge out the competition. Choose CX tools with chatbot technology.

Tools 277

Tools Chatbots Competitive Advantage Social Media 277

TechSee

FEBRUARY 1, 2021

No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. The technology can address 15 million alarms per day, restoring service before the customers notice an outage.

Trends 107

Trends Industry Telecommunications Chatbots 107

InMoment XI

APRIL 9, 2025

It provides a competitive advantage. When businesses can confidently predict sales, they are better equipped to capitalize on shifts in customer preferences and stay one step ahead of the competition. Resource constraints in technology and the workforce present a significant hurdle for accurate predictions.

Trends 195

Trends Sales Analysis First Call Resolution 195

CSM Magazine

DECEMBER 17, 2024

It does not matter if you deal with retail, technology or even online gaming; providing support at any time of the day will increase customer satisfaction and loyalty. Around-the-Clock Accessibility Increases Convenience One advantage that is hard to miss with the 24/7 customer support is that it can be accessed easily.

Competitive Advantage 52

Competitive Advantage Customer Retention Customer Satisfaction Loyalty 52

Comm100

FEBRUARY 17, 2025

I could start this article with a history of how technology has impacted sports betting. However, to truly understand the impact that AI is creating across industries, even as I write this, requires something many of us are hesitant to do: take a step back. How do you regain such a crucial competitive advantage?

Sports 130

Sports Chatbots Social Media Competitive Advantage 130

Alida

APRIL 4, 2017

Half of shopping malls in the United States will either close down or suffer steep decline in the next few years, according to one industry analyst. Invest in the right technology. As these examples show, investing in technologies that bridge offline and online experiences can provide a significant competitive advantage.

Retail 191

Retail Innovation Strategy Omni-Channel 191

CSM Magazine

JANUARY 9, 2025

Yet for many organisations, the complexity of maintaining Payment Card Industry (PCI) compliance across digital channels has become the elephant in the room. Turning Payment Security into a Competitive Advantage This approach isn’t just about maintaining compliance it’s about turning payment security into a competitive advantage.

Customer Experience 52

Customer Experience Competitive Advantage Abandon Rate Groups 52

InMoment XI

FEBRUARY 8, 2024

Improved Agent Productivity Providing agents with the necessary tools, training, and technology to perform their tasks efficiently. Competitive Advantage Organizations that optimize their contact centers are better positioned to differentiate themselves in the market by delivering superior customer service.

Contact Center 195

Contact Center Multi-Channel First Call Resolution Social Media 195

Alida

JUNE 23, 2017

If there were any doubts that the grocery industry was on the verge of a major disruption, Amazon’s acquisition of Whole Foods just put it to rest. By buying Whole Foods, Amazon now has the physical presence to compete with industry incumbents. Contrary to popular belief, Amazon’s biggest competitive advantage is not innovation.

Retail 153

Retail Competitive Advantage Customer Centricity Innovation 153

Magellan Solutions

APRIL 19, 2023

8 Secrets to Improving Customer Service in the Insurance Industry with Outsourcing If customers do not get satisfactory service, they easily switch to other competitors. Customer service is a fundamental aspect in the insurance industry. Are you eager to know the secrets of successful companies who have remarkable reputations?

Insurance 98

Insurance Industry Customer Service Competitive Advantage 98

CSM Magazine

MARCH 19, 2025

As AI technology continues to evolve, its clear that AI translation will soon become a standard tool for businesses worldwide. In fact, industry experts predict that 90% of global businesses will use AI in their customer support by 2030. The Growing Need for AI in Customer Support 1.

e-support 59

e-support Chatbots Competitive Advantage Case Study 59

BlueOcean

OCTOBER 4, 2023

Likewise, we know that offering live agent support for Spanish consumers is a competitive advantage in many markets in the U.S. Compliance: In regulated industries, it helps you meet language access requirements, reducing legal risks.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

AskNicely

APRIL 4, 2018

To say the fleet management industry is complex is a massive understatement. Fleetio is tasked with modernizing, simplifying, and improving these fleet management processes with SaaS technology, which is no easy feat. How does a SaaS-based fleet software company solve complex customer needs at scale?

Net Promoter Score 150

Net Promoter Score Feedback Case Study Competitive Advantage 150

Steve DiGioia

SEPTEMBER 16, 2016

BF : Communication technology and societal attitudes continue to evolve at warp speed. As an industry, real estate, and property management in particular, is often viewed by consumers as being very “old school” and “behind the times”. Can you give me another example of how you’re using technology to improve the service you’re offering?

Industry 100

Industry Customer Experience Customer Journeys Sports 100

AWS Machine Learning

NOVEMBER 22, 2024

The data mesh architecture aims to increase the return on investments in data teams, processes, and technology, ultimately driving business value through innovative analytics and ML projects across the enterprise. However, as data volumes and complexity continue to grow, effective data governance becomes a critical challenge.

Government 90

Government Data Banking Policies 90