Lumoa

NOVEMBER 15, 2017

Johanna Vesterinen giving a presentation on how to deliver great customer experiences. The increasing role of machine learning in all business fields, including customer experience, was the presentation topic of Tommi Vilkamo , eCraft. We celebrated our first year with our supporters, friends, and customers. More product development.

Competitive Advantage 284

Competitive Advantage Conference Feedback Analysis 284

InMoment XI

JULY 13, 2023

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

Consumers Financial Competitive Advantage Customer Centricity 369

CX Journey

MARCH 7, 2019

The present-day customer has a myriad of choices on products or services they are looking for. There is now a deeper understanding of customer experience as an incredibly important piece in the success (or failure) of any brand. Research states: By 2020, customer experience will overtake price and product as the key brand differentiator.

Competitive Advantage 105

Competitive Advantage Self Service Customer Experience Chatbots 105

Lumoa

JANUARY 9, 2018

For larger organizations, the top customer experience challenge will be figuring out how to strategically invest for the present while staying nimble for the future. As I often refer to in my presentations: CX is not a package tour, it’s an expedition.? This includes breaking down silos, which is still an issue.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

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

CX Journey

MARCH 7, 2019

The present-day customer has a myriad of choices on products or services they are looking for. There is now a deeper understanding of customer experience as an incredibly important piece in the success (or failure) of any brand. Research states: By 2020, customer experience will overtake price and product as the key brand differentiator.

Competitive Advantage 81

Competitive Advantage Self Service Customer Experience Chatbots 81

InMoment XI

NOVEMBER 30, 2023

These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. Data Visualization and Reporting These tools often provide intuitive dashboards and reports that present key performance indicators, sentiment trends, and other crucial metrics. Consistency builds trust and recognition.

Brands 284

Brands Management Multi-Channel Social Media 284

AWS Machine Learning

APRIL 3, 2025

Theyre constantly seeking ways to use their vast amounts of information to gain competitive advantages. Implementing uniform policies across different systems and departments presents significant hurdles. This post is co-written with Emrah Kaya and Xinyi Zhou from Omron Europe.

Data 73

Data Government Competitive Advantage Analytics 73

InMoment XI

MAY 14, 2022

Your presentation and offering must be in line with their self-concept and aspiration—especially those with the highest lifetime value. Understanding the underlying psychological mechanisms that motivate consumers to choose, stay, and advocate for brands is a critical endeavor in creating competitive advantage.

Brands 370

Brands Retail Loyalty Competitive Advantage 370

Vonage

JUNE 28, 2017

His high-energy presentations are famous for their clever blend of customer service advice, humour and even magic. You’ve only got to see him live to realise the enthusiasm he puts into his presentations and the passion he has for outstanding customer service. Have you been to a Shep Hyken presentation? Be better than average”.

Customer Service 96

Customer Service Social Media Competitive Advantage Exercises 96

Uniphore

JANUARY 4, 2022

Gain premier access to our execs as they present the latest product innovations transforming industry leaders across the world. Zeus Kerravala Founder and Principal Analyst, ZK Research. Mark Smith Analyst, Ventana Research. Lisa McCleod Author, Leading with Noble Purpose. And Uniphore Executives. Who should attend this virtual event and why?

Contact Center 317

Contact Center Multi-Channel Innovation Customer Retention 317

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. Your bank can present itself as a reliable option by demonstrating a commitment to making their customer journey smooth and personalized.

Banking 195

Banking Customer Experience Effort Score Financial 195

CX Accelerator

APRIL 1, 2020

The problem this presents is one of perception where “Our CX is failing, it’s time to turn it off” becomes an all too common occurrence. Present the facts, with an honest interpretation about what they mean for your business and encourage that message to move through your entire organisation.

Metrics 228

Metrics Competitive Advantage Leadership Financial 228

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

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. CX leaders need to present strong business cases for every step of their journey.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ECXO

AUGUST 6, 2024

Our brains are wired to prioritize the present moment, a trait that has been honed over millennia of evolution. This present-focused orientation, known as temporal discounting, makes immediate rewards more compelling than future gains. Over time, this has ingrained a preference for the present in our neural circuitry.

Customer Experience 177

Customer Experience Culture Policies Innovation 177

CX Journey

DECEMBER 18, 2014

Today I''m pleased to present a guest post by Rohit Yadav. It’s about thinking differently, challenging tradition, adopting a new approach, developing sustainable competitive advantage, and embracing the transformative nature of the change required. When was the last time you really put yourselves in your customers’ shoes?

Customer Centricity 191

Customer Centricity Customer Experience Competitive Advantage Culture 191

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. We believe that everything from the quality of the interaction to factors like handle time and first resolution are positively impacted by an onshore Canadian solution.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

CX Accelerator

APRIL 1, 2020

The problem this presents is one of perception where “Our CX is failing, it’s time to turn it off” becomes an all too common occurrence. Present the facts, with an honest interpretation about what they mean for your business and encourage that message to move through your entire organisation.

Metrics 182

Metrics Competitive Advantage Leadership Financial 182

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

CSM Magazine

MARCH 19, 2025

Companies that embrace AI translation will gain a competitive edge, while those that delay risk falling behind. Heres why businesses should act now: Competitive Advantage Early adopters of AI translation will dominate international markets by providing seamless multilingual support.

e-support 59

e-support Chatbots Competitive Advantage Case Study 59

InMoment XI

APRIL 25, 2024

These improvement will go above and beyond reputation management and affect the overarching customer experience and give retail banks more of a competitive advantage. Competitive Advantage: A strong online reputation can differentiate a financial institution from its competitors in a crowded market.

Financial 195

Financial Management Banking Insurance 195

Kapta Customer Success

OCTOBER 31, 2022

You show up and throw up all the information on your presentation slides and get little interaction from the audience. Most quarterly business reviews (QBRs) are a missed opportunity. You’ve got an hour with a top account but the customer execs bail on the meeting.

Competitive Advantage 52

Competitive Advantage How To Meeting Interaction 52

CSM Magazine

MARCH 27, 2025

Lessons Businesses Can Learn from Online Casinos Speed is a Competitive Advantage Online casinos show that quick, frictionless service makes a massive difference. If you want to win your audiences attention and loyalty, dont just be present – be engaging , be instant , and above all, be human. And the best part?

Customer Engagement 52

Customer Engagement Engagement Gamification Competitive Advantage 52

CloudCherry

DECEMBER 1, 2018

Every comment and score is analyzed and presented on their CloudCherry CrossTab dashboard. Clearview offers competitive rates across their 17 full-service branches in Southwestern Pennsylvania. Across each of these touchpoints, their focus on closing the loop with members. Clearview Federal Credit Union. Current NPS: 82.

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

ImprintCX Articles

NOVEMBER 12, 2024

This point is particularly timely, as Beth Karawan , co-founder and EVP of ImprintCX, highlighted in a recent Women in CX presentation, emphasizing the central role of collaboration in CX success. This unified approach creates a competitive advantage, fueling loyalty, revenue growth, and brand strength.

Customer Experience 52

Customer Experience Chief Customer Officer Competitive Advantage Customer Retention 52

Retently

MARCH 11, 2025

But CX isnt just about making things easier its a major competitive advantage. Monthly presentations for leadership , highlighting CX-driven improvements and business impact. In a market where consumers have endless choices, 73% say a great experience influences their brand loyalty more than price or product.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Think Customers

APRIL 10, 2025

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: Present CX metrics alongside financial indicators to show the business case for improving customer experience.

B2B 52

B2B Strategy Customer Journeys Net Promoter Score 52

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. BPO Technology trends: Blessing or Curse?

Call Center 139

Call Center Self Service Technology Competitive Advantage 139

InMoment XI

JUNE 13, 2024

Gaining Competitive Advantage: By leveraging text mining, businesses can stay ahead of the competition by quickly identifying market trends, customer preferences, and emerging issues. Visualization: Presenting the findings in a comprehensible format using graphs, charts, and dashboards.

Social Media 195

Social Media Analysis Analytics Trends 195

Lumoa

NOVEMBER 10, 2021

Creating a customer journey map will allow you to outline all of the opportunities and challenges present in each interaction between a customer and your brand. Using sophisticated artificial intelligence, Netflix takes customization to a whole new level by presenting customers with tailored playlists based on their viewing history.

Customer Experience Design 195

Customer Experience Design Customer Experience Customer Journeys Touchpoint 195

Bob Hayes

NOVEMBER 5, 2017

A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. In this post, I will present some of the results of that study, focusing on the adoption of research practices (e.g.,

Competitive Advantage 101

Competitive Advantage Data Customer Experience Analytics 101

AWS Machine Learning

NOVEMBER 14, 2024

These features are presented in a web UI that was designed as a one-stop solution for our users. The search results are presented in descending order of relevance, providing users with a list of POIs along with their coordinates for visualization on maps in the user interface.

Travel 108

Travel Hotels Tools Innovation 108

ShepHyken

JANUARY 8, 2021

The contact centres of the future may look very different, but they will always be present in a customer-centric world. Read Shep’s latest Forbes article: Nobody Has a Sustainable Competitive Advantage. Gary Williams is the Director of Sales and Consultancy at Spitch.

e-support 145

e-support Omni-Channel Competitive Advantage Customer Centricity 145

AWS Machine Learning

MARCH 6, 2025

Here are some examples of these metrics: Retrieval component Context precision Evaluates whether all of the ground-truth relevant items present in the contexts are ranked higher or not. Evaluate RAG components with Foundation models We can also use a Foundation Model as a judge to compute various metrics for both retrieval and generation.

Knowledge Base 107

Knowledge Base Metrics System Policies 107

Bob Hayes

NOVEMBER 5, 2017

A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. In this post, I will present some of the results of that study, focusing on the adoption of research practices (e.g.,

Competitive Advantage 94

Competitive Advantage Data Customer Experience Analytics 94

Vonage

MAY 9, 2016

If the problem isn’t an impending catastrophe, time may present more solutions. How to future-proof your contact center technology and find your competitive advantage. As featured on the Salesforce Blog. Related Posts Drive revenue with location intelligence. Embrace your luck.

Tips 120

Tips Competitive Advantage Contact Center Meeting 120