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Articles on Customer Experience

Blue Cross Blue Shield of Michigan's 2020 AWARD FINALIST CASE STUDY : Best Achievement in Operational Excellence to deliver an outstanding Customer Experience Excellence.

Read this article about Blue Cross Blue Shield of Michigan , one of our finalists, in the ...



Blue Cross Blue Shield of Michigan's 2020 AWARD FINALIST CASE STUDY : Best Achievement in Operational Excellence to deliver an outstanding Customer Experience Excellence.

Read this article about Blue Cross Blue Shield of Michigan , one of our finalists, in the ...



Marriott International's 2020 AWARD CASE STUDY : Best Achievement in Operational Excellence to deliver an outstanding Customer Experience Excellence.

Read this article about Marriott International, Best Achievement in Operational Excellence...



Blue Cross Blue Shield of Michigan's 2020 AWARD FINALIST CASE STUDY : Best Achievement in Operational Excellence to deliver an outstanding Customer Experience Excellence.

Read this article about Blue Cross Blue Shield of Michigan , one of our finalists, in the ...



Marriott International's 2020 AWARD CASE STUDY : Best Achievement in Operational Excellence to deliver an outstanding Customer Experience Excellence.

Read this article about Marriott International, Best Achievement in Operational Excellence...



Marriott International's 2020 AWARD FINALIST CASE STUDY : Best Achievement in Operational Excellence to deliver an outstanding Customer Experience Excellence

Read this article about Marriott International, Best Achievement in Operational Excellence...



Blue Cross Blue Shield of Michigan's 2020 AWARD FINALIST CASE STUDY : Best Achievement in Operational Excellence to deliver an outstanding Customer Experience Excellence

Read this article about Blue Cross Blue Shield of Michigan , one of our finalists, in the ...



BTOES Strategy Execution and the case for Continuous Business Transformation - Attila Dobai, Head of Strategy and Innovation, Avis Budget Group

About the Presentation There are only two cases when strategy is not important, you have n...



BTOES - 'Design Thinking Creates World Class Leaders'

WATCH NOW: 'Design Thinking Creates World Class Leaders' Presented by Kyle Koszuta & Karen...



Key Learnings from 26 Years at Disney's Magic Kingdom - Dan Cockerel Vice President (Retired & Inspired)

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



Key Learnings from 26 Years at Disney's Magic Kingdom - Dan Cockerel Vice President (Retired & Inspired)

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



2019 AWARD FINALIST SPOTLIGHT: Refinitiv - Finalist in the Operational Excellence to deliver Digital Transformation Category

  Read this article about Refinitiv, one of our finalists, in the category Best Achievemen...



2019 AWARD FINALIST SPOTLIGHT: Refinitiv - Finalist in the Operational Excellence to deliver Digital Transformation Category

  Read this article about Refinitiv, one of our finalists, in the category Best Achievemen...



BTOES - SPEAKER SPOTLIGHT: Building Customer-Centric Metrics

Courtesy of H&R Block, Matt Hansen wrote a synopsis of his speaking session discussing 'Bu...



BTOES Presentation: Key Learnings from 26 Years at Disney's Magic Kingdom - Dan Cockerell Vice President (Retired & Inspired)

About the Presentation



2019 AWARD FINALIST SPOTLIGHT: Refinitiv - Finalist in the Operational Excellence to deliver Digital Transformation Category

  Read this article about Refinitiv, one of our finalists, in the category Best Achievemen...



BTOES - SPEAKER SPOTLIGHT: Building Customer-Centric Metrics

Courtesy of H&R Block, Matt Hansen wrote a synopsis of his speaking session discussing 'Bu...



2019 AWARD FINALIST SPOTLIGHT: Bank of America - Finalist in the Operational Excellence to deliver Digital Transformation Category

  Read this article about Bank of America, one of our finalists, in the category Best Achi...



2019 AWARD FINALIST SPOTLIGHT: JR Automation - Finalist in the Operational Excellence to deliver Business Transformation Category

  Read this article about JR Automation, one of our finalists, in the category Best Achiev...



2019 AWARD FINALIST SPOTLIGHT: PolyOne Corporation - Finalist in the Operational Excellence to deliver an outstanding Customer Experience Excellence Category

  Read this article about PolyOne Corporation, one of our finalists, in the category Best ...



2019 AWARD FINALIST SPOTLIGHT: VMware - Finalist in the Operational Excellence to deliver an outstanding Customer Experience Excellence Category

  Read this article about VMware, one of our finalists, in the category Best Achievement i...



2019 AWARD FINALIST SPOTLIGHT: IBM - Finalist in the Operational Excellence to deliver an outstanding Customer Experience Excellence Category

  Read this article about IBM, one of our finalists, in the category Best Achievement in O...



BTOES - SPEAKER SPOTLIGHT: Building Customer-Centric Metrics

Courtesy of H&R Block, Matt Hansen wrote a synopsis of his speaking session discussing 'Bu...



2019 AWARD FINALIST SPOTLIGHT: University Health Network - Finalist in the Data Analytics enabling Operational Excellence Category

Read this article about University Health Network, one of our finalists, in the category B...



2019 AWARD FINALIST SPOTLIGHT: MetLife - Finalist in the Data Analytics enabling Operational Excellence Category



2019 AWARD FINALIST SPOTLIGHT: Etech Global Services - Finalist in the Data Analytics enabling Operational Excellence Category



2019 AWARD FINALIST SPOTLIGHT: Cognizant Technology Solutions - Finalist in the Data Analytics enabling Operational Excellence Category



2019 AWARD FINALIST SPOTLIGHT: Refinitiv - Finalist in the Operational Excellence to deliver Digital Transformation Category

  Read this article about Refinitiv, one of our finalists, in the category Best Achievemen...



2019 AWARD FINALIST SPOTLIGHT: Citibank - Finalist in the Operational Excellence to deliver an outstanding Customer Experience Excellence Category

  Read this article about Citibank, one of our finalists, in the category Best Achievement...



2019 AWARD FINALIST SPOTLIGHT: Refinitiv - Finalist in the Operational Excellence to deliver Digital Transformation Category

  Read this article about Refinitiv, one of our finalists, in the category Best Achievemen...



2019 AWARD FINALIST SPOTLIGHT: JR Automation - Finalist in the Operational Excellence to deliver Business Transformation Category

  Read this article about JR Automation, one of our finalists, in the category Best Achiev...



2019 AWARD FINALIST SPOTLIGHT: Bank of America - Finalist in the Operational Excellence to deliver Digital Transformation Category

  Read this article about Bank of America, one of our finalists, in the category Best Achi...



2019 AWARD FINALIST SPOTLIGHT: PolyOne Corporation - Finalist in the Operational Excellence to deliver an outstanding Customer Experience Excellence Category

  Read this article about PolyOne Corporation, one of our finalists, in the category Best ...



2019 AWARD FINALIST SPOTLIGHT: VMware - Finalist in the Operational Excellence to deliver an outstanding Customer Experience Excellence Category

  Read this article about VMware, one of our finalists, in the category Best Achievement i...



2019 AWARD FINALIST SPOTLIGHT: IBM - Finalist in the Operational Excellence to deliver an outstanding Customer Experience Excellence Category

  Read this article about IBM, one of our finalists, in the category Best Achievement in O...



BTOES - SPEAKER SPOTLIGHT: Building Customer-Centric Metrics

Courtesy of H&R Block, Matt Hansen wrote a synopsis of his speaking session discussing 'Bu...



2019 AWARD FINALIST SPOTLIGHT: University Health Network - Finalist in the Data Analytics enabling Operational Excellence Category

Read this article about University Health Network, one of our finalists, in the category B...



2019 AWARD FINALIST SPOTLIGHT: MetLife - Finalist in the Data Analytics enabling Operational Excellence Category



2019 AWARD FINALIST SPOTLIGHT: Etech Global Services - Finalist in the Data Analytics enabling Operational Excellence Category



2019 AWARD FINALIST SPOTLIGHT: Cognizant Technology Solutions - Finalist in the Data Analytics enabling Operational Excellence Category



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...



BTOES AWARDS CASE STUDY: Operational Excellence Award Winner Wipro

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



BTOES 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...



BTOES AWARDS CASE STUDY: Operational Excellence Award Winner Wipro

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



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: 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...



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...



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Featured Content

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BTOES From Home - The Virtual Event That Feels Like An In-Person Event.

Attendee To Attendee Engagement I Meetings I Exceptional Content
We Promise The World's Best Virtual Event Experience

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - The Virtual Event That Feels Like An In-Person Event.

Attendee To Attendee Engagement I Meetings I Exceptional Content
We Promise The World's Best Virtual Event Experience

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - The Virtual Event That Feels Like An In-Person Event.

Attendee To Attendee Engagement I Meetings I Exceptional Content
We Promise The World's Best Virtual Event Experience

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - The Virtual Event That Feels Like An In-Person Event.

Attendee To Attendee Engagement I Meetings I Exceptional Content
We Promise The World's Best Virtual Event Experience

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - The Virtual Event That Feels Like An In-Person Event.

Attendee To Attendee Engagement I Meetings I Exceptional Content
We Promise The World's Best Virtual Event Experience

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - The Virtual Event That Feels Like An In-Person Event.

Attendee To Attendee Engagement I Meetings I Exceptional Content
We Promise The World's Best Virtual Event Experience

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - The Virtual Event That Feels Like An In-Person Event.

Attendee To Attendee Engagement I Meetings I Exceptional Content
We Promise The World's Best Virtual Event Experience

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - The Virtual Event That Feels Like An In-Person Event.

Attendee To Attendee Engagement I Meetings I Exceptional Content
We Promise The World's Best Virtual Event Experience

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - The Virtual Event That Feels Like An In-Person Event.

Attendee To Attendee Engagement I Meetings I Exceptional Content
We Promise The World's Best Virtual Event Experience

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - The Virtual Event That Feels Like An In-Person Event.

Attendee To Attendee Engagement I Meetings I Exceptional Content
We Promise The World's Best Virtual Event Experience

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!