CX Practices from Leading Organizations Show That a Focus on Customer Experience Does Indeed Drive Business Value

Executive Snapshot

• Figure: Executive Snapshot: Best in 2023 Future of Customer Experience North America Awards — Winner and Runners-Up Highlights

Situation Overview

• Figure: Future of Customer Experience: Scorecard Distribution

• Figure: Future of Customer Experience

• Award Winner: Samsung Electronics America

• Project: Samsung Care Digital Transformation Powered by SMS, Enhanced with AI

• First Runner-Up: Phoenix Sky Harbor International Airport

• Project: Aira at Phoenix Sky Harbor International Airport

• Second Runner-Up: City of Houston Fire/EMS Department

• Project: ETHAN (Emergency Telehealth and Navigation)

• Themes and Insights from Winner and Runners-Up Project Entries

• Theme 1: Delivering Value-Based Outcomes "for" the Customer

• Samsung

• Customer and Organization Outcomes

• PHX Airport

• Customer and Organization Outcomes

• Theme 2: Focusing on Employee Experience to Drive Better CX Outcomes

• Samsung

• Customer and Organization Outcomes

• Theme 3: Maintaining Empathy and Trust with a Human in the Loop

• Samsung

• Customer and Organization Outcomes

• PHX Airport

• Customer and Organization Outcomes

• Theme 4: Capitalizing on the Network Effect of the CX Ecosystem

• City of Houston Fire/EMS Department

• Customer and Organization Outcomes

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• Related Research

• Synopsis