Showing 13 to 24 of 61 results
Verizon Business's Marketing-Led Transformation
Verizon Business is revolutionizing its marketing by placing it at the center of its transformation efforts, uniting product and marketing functions, launching an AI-powered Customer eXperience Index (CXI) to achieve a #1 Net Promoter Score (NPS) ranking by 2025, and leveraging AI and generative AI ...
Verizon Business's Marketing-Led Transformation
Verizon Business is revolutionizing its marketing by placing it at the center of its transformation efforts, uniting product and marketing functions, launching an AI-powered Customer eXperience Index (CXI) to achieve a #1 Net Promoter Score (NPS) ranking by 2025, and leveraging AI and generative AI ...
Progress
16% Bias Score
Employee Engagement Directly Impacts Customer Satisfaction, Costing Trillions
A 2024 PwC report highlights that 82% of U.S. and 74% of non-U.S. customers want more human brand interaction, while only 21% of global employees feel engaged, costing the global economy \$8.8 trillion in lost productivity; studies show a direct link between employee engagement and customer satisfac...
Employee Engagement Directly Impacts Customer Satisfaction, Costing Trillions
A 2024 PwC report highlights that 82% of U.S. and 74% of non-U.S. customers want more human brand interaction, while only 21% of global employees feel engaged, costing the global economy \$8.8 trillion in lost productivity; studies show a direct link between employee engagement and customer satisfac...
Progress
24% Bias Score
Verizon Launches "Customer Champion" Program to Transform Customer Service
Verizon's new "Customer Champion" program assigns dedicated agents to each customer inquiry, aiming to eliminate repeated explanations during agent transfers and improve customer satisfaction as part of a larger customer experience transformation, including 24/7 live support and an AI-powered app.
Verizon Launches "Customer Champion" Program to Transform Customer Service
Verizon's new "Customer Champion" program assigns dedicated agents to each customer inquiry, aiming to eliminate repeated explanations during agent transfers and improve customer satisfaction as part of a larger customer experience transformation, including 24/7 live support and an AI-powered app.
Progress
40% Bias Score
Positive Leadership Improves Employee and Customer Experiences
Ryan Minton, former hotel general manager and current SVP of a hotel chain, promotes a "hospitality mentality" in his new book, "Uplifted," advocating leadership strategies focused on employee value, positive energy, trust, and common sense to improve employee and customer experiences.
Positive Leadership Improves Employee and Customer Experiences
Ryan Minton, former hotel general manager and current SVP of a hotel chain, promotes a "hospitality mentality" in his new book, "Uplifted," advocating leadership strategies focused on employee value, positive energy, trust, and common sense to improve employee and customer experiences.
Progress
52% Bias Score
Industrial Aftermarket Services: A Lucrative Response to Economic Uncertainty
Driven by economic uncertainty and a rising customer-centric B2B market, industrial companies are increasingly focusing on aftermarket services, leveraging digital technologies to increase profitability and customer loyalty; Deloitte research shows that 70% of companies using digital solutions impro...
Industrial Aftermarket Services: A Lucrative Response to Economic Uncertainty
Driven by economic uncertainty and a rising customer-centric B2B market, industrial companies are increasingly focusing on aftermarket services, leveraging digital technologies to increase profitability and customer loyalty; Deloitte research shows that 70% of companies using digital solutions impro...
Progress
44% Bias Score
Acxiom: AI-Powered Personalization for Enhanced Customer Experiences
Acxiom helps brands create personalized customer experiences by unifying customer data and leveraging AI, addressing challenges like disconnected data and evolving customer behaviors; 71% of C-suite executives see this data-driven approach as vital for competitiveness.
Acxiom: AI-Powered Personalization for Enhanced Customer Experiences
Acxiom helps brands create personalized customer experiences by unifying customer data and leveraging AI, addressing challenges like disconnected data and evolving customer behaviors; 71% of C-suite executives see this data-driven approach as vital for competitiveness.
Progress
60% Bias Score
Samsung Transforms Customer Support into Loyalty-Building Engine
Samsung Electronics America is transforming its customer support into a loyalty-building engine by focusing on speed, simplicity, and service ("The Three S's"), using AI to enhance efficiency and create positive customer experiences, aiming to increase customer retention and positive word-of-mouth r...
Samsung Transforms Customer Support into Loyalty-Building Engine
Samsung Electronics America is transforming its customer support into a loyalty-building engine by focusing on speed, simplicity, and service ("The Three S's"), using AI to enhance efficiency and create positive customer experiences, aiming to increase customer retention and positive word-of-mouth r...
Progress
44% Bias Score
Mobile Messaging: The Future of Customer Communication
Research reveals that the average person checks their phone 80 times a day, leading businesses to prioritize mobile messaging which boasts a 95% open rate within five minutes—a stark contrast to email and direct mail. This preference is driven by convenience and younger generations' embrace of self-...
Mobile Messaging: The Future of Customer Communication
Research reveals that the average person checks their phone 80 times a day, leading businesses to prioritize mobile messaging which boasts a 95% open rate within five minutes—a stark contrast to email and direct mail. This preference is driven by convenience and younger generations' embrace of self-...
Progress
56% Bias Score
Domino's: A Case Study in AI-Driven Customer Convenience
Domino's Pizza's unexpected success in the AI race, surpassing major tech companies, is attributed to its early adoption of digital ordering and user-friendly technology that prioritized convenience and ease of access over product innovation, providing a frictionless customer experience.
Domino's: A Case Study in AI-Driven Customer Convenience
Domino's Pizza's unexpected success in the AI race, surpassing major tech companies, is attributed to its early adoption of digital ordering and user-friendly technology that prioritized convenience and ease of access over product innovation, providing a frictionless customer experience.
Progress
40% Bias Score
AI Voice Agents Achieve Customer Indistinguishability at eHealth
eHealth's AI voice agents are now indistinguishable from human agents, leading to a significant breakthrough in customer experience and operational efficiency, driven by customer psychology and supported by substantial venture capital investment.
AI Voice Agents Achieve Customer Indistinguishability at eHealth
eHealth's AI voice agents are now indistinguishable from human agents, leading to a significant breakthrough in customer experience and operational efficiency, driven by customer psychology and supported by substantial venture capital investment.
Progress
44% Bias Score
Retail Anthropology Pioneer Emphasizes Direct Observation for Business Success
Paco Underhill, founder of Envirosell, revolutionized retail design and placemaking by emphasizing direct observation of consumer behavior over traditional data analysis, influencing businesses globally and advocating for a human-centered design approach.
Retail Anthropology Pioneer Emphasizes Direct Observation for Business Success
Paco Underhill, founder of Envirosell, revolutionized retail design and placemaking by emphasizing direct observation of consumer behavior over traditional data analysis, influencing businesses globally and advocating for a human-centered design approach.
Progress
40% Bias Score
Travel Loyalty Shifts to Perks and Experiences, Credit Card Companies Emerge as Key Players
Consumer loyalty in the travel industry is shifting from brands to perks and experiences, with credit card companies like Chase emerging as major players due to their flexible reward systems and control over the travel journey, leaving traditional brands to adapt or risk being disintermediated.
Travel Loyalty Shifts to Perks and Experiences, Credit Card Companies Emerge as Key Players
Consumer loyalty in the travel industry is shifting from brands to perks and experiences, with credit card companies like Chase emerging as major players due to their flexible reward systems and control over the travel journey, leaving traditional brands to adapt or risk being disintermediated.
Progress
40% Bias Score
Showing 13 to 24 of 61 results