Articles on Customer Experience

Customer Experience Lessons Straight from the Toilets of Singapore Airport -

I am a frequent visitor to Singapore but for this time around, it was just a 45 minutes tr...



Devender Malhotra, Operational Excellence Deployment Leader of the Year 2017

Devender Malhotra, Operational Excellence Deployment Leader of the Year



The Customer Experience Strategy: What Is It Really?

What exactly is a 'Customer Experience Strategy'? I hate to complain. Really, I do.



What do Digital Customer Experience Transformation and Obesity Have in Common?

94% of companies fail at Digital Transformation. The New Year is long gone. So, are those ...



Six Actions for success with Customer-Driven Business Transformation

There’s been a lot of rhetoric around Customer Experience driving successful Business Tran...



Thou Shalt Not Reform: The Digital Transformation Commandment Crippling Organisations

Companies that discount digital transformation do so at their peril. In my experience, the...



EXCLUSIVE VIDEO: Increasing Customer Satisfaction by Mapping the Customer Journey to Delivering Superior Service, Coca-Cola

  WATCH NOW: Increasing Customer Satisfaction by Mapping the Customer Journey to Deliverin...



EXCLUSIVE VIDEO:  Architect Your Business for NextGen Customer Experiences

     WATCH NOW: Architect Your Business for NextGen Customer Experiences   



EXCLUSIVE VIDEO: Building Solutions that Transform the Business -- and the Customer Experience

  WATCH NOW: Successfully Managing Compliance with Operational Excellence and Process Auto...



Improving Operational Throughput for Patient Experience Excellence

Chuck DeBusk is Vice President; Performance & Process Improvement for UHS of Delaware, a s...



EXCLUSIVE VIDEO: Using All Virtual Blended Learning to Accelerate Culture Change, OpusWorks

  WATCH NOW: Using All Virtual Blended Learning to Accelerate Culture Change  



EXCLUSIVE VIDEO: How an Operational Excellence Culture can be your Company’s Biggest Success Factor

  WATCH NOW: How an Operational Excellence Culture can be your Company’s Biggest Success F...



EXCLUSIVE VIDEO: Customer-Back Innovation; An Innovation Framework for Accelerating Organic Growth at ITW

WATCH NOW: An Innovation Framework for Accelerating Organic Growth



EXCLUSIVE VIDEO: Leveraging Operational Excellence for Successful Acquisition Focused on the Client, Keybank

WATCH NOW: Leveraging Operational Excellence for Successful Acquisition Focused on the Cli...



EXCLUSIVE VIDEO:  How to use Operational Excellence as a Competitive Advantage, Guardian Life

    WATCH NOW: How to use Operational Excellence as a Competitive Advantage  



EXCLUSIVE VIDEO: Utilizing Voice of the Customer with Operational Excellence to Deliver Superior Customer Service, Kaiser Permanente

WATCH NOW: Utilizing Voice of the Customer with Operational Excellence to Deliver Superior...



EXCLUSIVE VIDEO: Improving Operational Throughput to Provide an Excellent Customer Experience, Universal Health Services

WATCH NOW: Improving Operational Throughput to Provide an Excellent Customer Experience Ab...



SLIDE DECK: Customer-Back Innovation; An Innovation Framework for Accelerating Organic Growth



Strategy & Transformation Templates, Learning Resources from Flevy.com

Courtesy of Flevy.com [Free PowerPoint] Strategy & Transformation Templates -- Growth, Inn...



Ensuring an Excellent Customer Experience with the perfect Mobile Customer Journey

Courtesy of Flevy.com Design the optimal Mobile Journey and Experience for your customers.



Customer Listening Drives Responsiveness: How Your Toughest Customers Can Help Build Your Business

This article is  originally published on the TBM blog. Customer expectations always rise. ...



Operational Excellence Frameworks: Download Now

Take a look at 3 brand-new Operational Excellence Frameworks available now on BTOES Insigh...



Why you need to implement Customer Relationship Management twice

The Directors Cut



7 Reasons Why You Don’t Need a Continuous Improvement Program

It always astounds me when I walk into a large business, even many with a billion dollars ...



How Omni-channelized is your customer service strategy?

Two interesting contact center experiences in the last few weeks made me choose this topic...



WHITE PAPER: Transforming Your Customer Experience: The Psychology That Drives Differentiation

TRANSFORMING YOUR CUSTOMER EXPERIENCE: THE PSYCHOLOGY THAT DRIVES DIFFERENTIATION Allison ...



Outsourced vendor journey mapping for Customer Excellence. Do you have one?

Customer experience mapping and customer service employee lifecycle mapping are two areas ...



ARTICLE: 4 Strategic customer service pillars you can’t ignore

Gone are the days when customer service was viewed as an overhead and a non-value add cost...



CASE STUDY: Operational Excellence Award Winner Wipro

Wipro delivers IT Services, Business and Technology Consulting, IT Outsourcing and System ...



ARTICLE: How customer centric is your customer service? Are you ready for a reality check?

There are hundreds of books and thousands of articles written on customer service culture ...



THOUGHT LEADER: Ted Revilock, Coca Cola



REVIEW: Operational Excellence - Final Insights

With the release of our 6-part report series, ‘Operational Excellence: Snapshots’, we want...



REVIEW: Areas of Investment

Where are you focusing your time and money? There?...Really? 



REVIEW: CX as a Priority in Operational Excellence

With the release of our 6-part report series, ‘Operational Excellence: Snapshots’, we want...



Ring the bell, if you’re treated well! Behavior engineering lessons from a road side food truck.

I knew that the evening was going to be slow with my wife visiting her cousin for a couple...



ARTICLE: Spicy Noodles, Hot Sauce & Service Excellence

Indo-Chinese cuisine. Over the last two decades, the Indian community across the globe has...



ARTICLE: Silicon-Based Life Forms & Customer Service: My Interview With a Robot

A serial entrepreneur, Ian Gotts is CEO and founder of Q9 Elements. Elements is a freemium...



Customer Experience Lessons Straight from the Toilets of Singapore Airport

I am a frequent visitor to Singapore but for this time around, it was just a 45 minutes tr...



Welcome to BTOES Insights, the content portal for Business Transformation & Operational Excellence opinions, reports & news.

------------------------------ 

Submit an Article

Become a Regular Contributor

AWARD 2019.png
Business Transformation & Operational Excellence World Summit.png
The Global State of Operational Excellence: 2017 Industry Report
Subscribe to Business Transformation & Operational Excellence Insights Now
btoes19.png

Featured Content

  • Best Achievement of Operational Excellence in Technology & Communications: IBM
  • Best Achievement of Operational Excellence in Oil & Gas, Power & Utilities: Black & Veatch
  • Best Achievement in Cultural Transformation to deliver a high performing Operational Excellence culture: NextEra Energy
    
Operational Excellence Frameworks and Learning Resources, Customer Experience, Digital Transformation and more introductions
  • Intelligent BPM Systems: Impact & Opportunity
  • Surviving_the_IT_Talent_deficit.png
  • Six Sigma's Best Kept Secret: Motorola & The Malcolm Baldrige Awards
  • The Value-Switch for Digitalization Initiatives: Business Process Management
  • Process of Process Management: Strategy Execution in a Digital World