Case Studies

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Empowering Front Line Employees to Personalize Customer Experience

Empowering Front Line Employees to Personalize Customer Experience

Well-informed customers want to do business with companies that know them and their business needs intimately. Knowledge of the need to personalize the customer experience for savvy customers drove Ferguson to transform its relationship model. By designing a dynamic model based on customer expectations, Ferguson hoped to achieve what these types of projects too often lack – employee buy-in and engagement.

Personalizing Customer Experience Based on Customer Needs

Personalizing Customer Experience Based on Customer Needs

Today’s savvy, well-informed customers want to do business with companies that know them and their business needs intimately. With this knowledge, companies can create personalized experiences that meet customer needs. But this means companies must dig deeper to learn more about what individual customers want and value.

Driving greater retention using operational metrics

Driving greater retention using operational metrics

Belden designs, manufactures and sells a comprehensive portfolio of cable, connectivity and networking products for the transmission of signals for data, sound and video applications. In order to maintain industry leadership, Belden has put the customer voice at the center of its priorities as a company.

CX Strategy Aligns with Brand Promises

CX Strategy Aligns with Brand Promises

ARRIS is a world leader in entertainment and communications technology. ARRIS innovations combine hardware, software and services across the cloud, network and home to power TV and Internet for millions of people around the globe. The people of ARRIS collaborate with the world's top service providers, content providers and retailers to advance the state of the industry and pioneer tomorrow's connected world.

Improving Customer Experience with Proactive Alerts

Improving Customer Experience with Proactive Alerts

Avaya, a leading global provider of next-generation business collaboration and communications solutions, prides itself in its award-winning support organization that helps their customers get the most out of their Avaya solutions. Using internal metrics, external feedback and industry benchmarking, Avaya continues to elevate the service and support it provides.

Taking Action Produces Big Payoff

Taking Action Produces Big Payoff

A leading provider of technology solutions implemented a "hot alert" system to take immediate action on their customer issues. In one year they were able to convert thousands of sales leads into millions in revenue.

Acting On Customer Insights Saves $34 Million

Acting On Customer Insights Saves $34 Million

By committing themselves to the customer experience and taking action on customer insights, this leader in data storage systems made changes that not only benefitted their customers, but also saved their company $34 million.

Delivering More With Help From Customers

Delivering More With Help From Customers

By listening to their frustrated customers, a multi-billion dollar bottling company fixed their problem of delayed deliveries and empty shelves, and increased their delivery rate by more than 30 percent.

Aligning Customer Metrics Creates Opportunity

Aligning Customer Metrics Creates Opportunity

This market-leading technology company realized they needed to make customer perceptions relevant to their engineers, and aligned customer metrics to the metrics they track to create an impact their whole company benefited from.

Predictive Analytics Reveals Growth Opportunities

Predictive Analytics Reveals Growth Opportunities

A large technology company's B-to-B sales division wanted to understand factors resulting in new product sales, and develop predictive profiles to target future sales opportunities. Using predictive analytics, this technology company was able to identify 400 accounts primed for growth

Finding revenue in untapped customer relationships

Finding revenue in untapped customer relationships

After focusing on their customer relationships, a Fortune 500 manufacturer identified customers who were at-risk and also who were opportunities for new sales. After taking immediate action on these results they estimated a revenue gain of $148 million from these untapped customers.

Immediate growth with newly acquired customers

Immediate growth with newly acquired customers

After gaining a deep understanding of the target company’s customer base, a leading sporting goods supplier was able to earn 10 percent top-line growth immediately after acquiring a company, also positioning themselves for millions of dollars of new sales.

Issues Resolved Faster

Issues Resolved Faster

Using customer insights, Walker helped a global support organization identify the right process and actions to reduce the open case age from 54 to 12 days.