ECXO

MARCH 12, 2025

The Secret Mind of Consumers: A Jungian Adventure into Buying Behavior & Customer Experience Introduction: Why Jung, Marketing, and Customer Experience Go Hand in Hand If theres one thing I love, its psychology. And if theres one psychologist who never stops blowing my mind, its Carl Jung. Ive written about his theories multiple times, yet every time I revisit them, I find new ways they apply to the worldespecially in marketing and customer experience.

Customer Experience 280

Customer Experience Customer Loyalty Innovation CX 280

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. Unlike transactional B2C interactions, B2B relationships are built on long-term trust and consistent value delivery, meaning CX directly impacts customer retention, loyalty, and revenue.

CX 222

CX CX Transformation B2B B2C 222

ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. Meeting these elevated expectations is not just about customer satisfactionit directly impacts the bottom line.

CX Transformation 314

CX Transformation B2B CX Government 314

eglobalis

FEBRUARY 24, 2025

This article addresses and counters the unfounded predictions by some that customer experience will disappear by 2030, made by individuals more focused on garnering attention than on providing quality content on Linkedin. In reality, CX is undergoing a dynamic transformationone where advanced AI offers powerful insights, yet it is the irreplaceable human expertise and strategic vision that truly build trust and drive sustainable growth.

CX 258

CX B2B AI Innovation 258

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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.

AI

Inside Customer Service

FEBRUARY 21, 2025

This plan will help you train employees who serve internal customers. An internal customer is anyone you serve inside your own organization. This can include several groups of coworkers: People on your team Your boss People in other departments You can also broaden it to include contractors, vendors, and other third-parties you work closely with to get your job done and ultimately serve your external customers. ( See more here. ) The training plan guides you through the Serving Internal Customer

Start-ups 173

Start-ups Customer Relationship Customer Service 173

Adrian Swinscoe

MARCH 13, 2025

This is a guest post from Ken Tantsura, the Vice President of Innovations at Customertimes. Over the past eight years, customer acquisition costs have soared 222%. [] The post Addressing e-commerces 5 biggest CX challenges with AI and personalization first appeared on Adrian Swinscoe.

E-commerce 147

E-commerce AI CX Customer Acquisition 147

PeopleMetrics

MARCH 6, 2025

The shorter your survey, the better your response rates will typically be. This is as true today as it was when I wrote Listen or Die in 2017. For that reason, super-short surveys are increasingly popular, often consisting of just one or two questions: the likelihood that the customer will recommend your company (NPS) and an open-ended "why?" follow-up.

Net Promoter Score 117

Net Promoter Score Text Analytics NPS Actionable Insights 117

Adrian Swinscoe

MARCH 4, 2025

One of the biggest trends that emerged from my recent 2025 predictions piece was that a brands success in the coming year will be defined by [] The post Influencers and bridging the trust gap between brands and consumers first appeared on Adrian Swinscoe.

Business Growth 147

Business Growth Customer Relationship Customer Experience 147

Futurelab

FEBRUARY 28, 2025

#NoBullshitCX This Golden Rule literally brings the gold. Every time I speak about the main CX rule Treat others as you want to be treated I have someone scoffing at me for being too idealistic. There are so many misconceptions around it, it makes my blood boil. Some people think that good CX comes from hiring good-hearted people (spoiler alert no, it comes from good processes).

B2C 130

B2C Construction B2B CX 130

ECXO

MARCH 11, 2025

B2B CX – Strategy & Business Alignment Originally posted here with our full version: [link] Introduction A successful Customer Experience (CX) transformation program must be deeply integrated with the business strategy of an organization. Many companies fail at CX transformation because they treat it as an isolated initiative rather than embedding it into their core strategic goals.

B2B 255

B2B CX CX Transformation Net Promoter Score 255

Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón

Enterprise commerce is evolving fast, and brands relying on rigid, one-size-fits-all solutions risk losing agility. But modernization doesn’t have to mean disruption. In this webinar, we’ll explore how an extensible, modular approach empowers brands to integrate new capabilities, enhance performance, and scale efficiently—all while leveraging Shopify’s strengths.

B2C

eglobalis

MARCH 4, 2025

Optimizing AI Agent Experiences: Leading Providers, Gaps, and Human Support Strategies Introduction Artificial intelligence agents are rapidly transforming customer service and enterprise operations. Virtual assistants and chatbots now handle millions of banking inquiries, healthcare questions, and retail service requests, promising faster responses and 24/7 availability.

AI 197

AI Sentiment Analysis Contact Center Healthcare 197

Retently

MARCH 11, 2025

Table of Contents Key Takeaways CX is a Business Strategy, Not a Support Function A Day in the Life of a CX Manager in Ecommerce Challenges & How to Overcome Them Conclusion: Why CX is the Secret to Ecommerce Success A great customer experience doesnt happen by accident it takes someone who understands customer needs, anticipates issues before they arise, and ensures every interaction feels seamless.

CX 115

CX Customer Experience Net Promoter Score NPS 115

Adrian Swinscoe

MARCH 10, 2025

Todays podcast is with Sara Richter, CMO at SAP Emarsys, a leading omnichannel customer engagement platform provider. Sara joins me today to talk about customer loyalty, [] The post There are five types of loyalty but only two are growing Interview with Sara Richter of SAP Emarsys first appeared on Adrian Swinscoe.

Omnichannel 147

Omnichannel Customer Loyalty Business Growth Customer Retention 147

Futurelab

FEBRUARY 22, 2025

You sit down to review 2025 plans in your customer service department. Last year you have been very busy. There are automation projects, trainings, a chatbot, a voice bot, an AI test Everything looks on track until customer feedback is brought up, and they are unhappy. The reason is usually that the service projects are placed to put out fires instead of plan for the future.

Legal 130

Legal Start-ups AI Technology 130

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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.

Customer Service

ECXO

MARCH 3, 2025

posts header on Linkedin and ECXO One Journey to Rule Them All: What Frodo Can Teach Us About Customer Experience Since I was a teenager, Ive been a huge fan of epic fantasy. Give me dragons, quests, wizards, and a battle for the fate of the world, and Im hooked. Naturally, The Lord of the Rings sits at the top of my fantasy favorites list. So, when it came time to continue my series on What CX lessons we can learn from movies, there was no way I could leave Frodo and his epic journey out of it.

Customer Experience 156

Customer Experience Actionable Insights Touchpoint CX 156

PeopleMetrics

MARCH 11, 2025

A company investing in VoC clearly cares about the customer experiencebut if your survey looks like an afterthought, what message are you really sending? Remember, the survey experience IS part of the customer experience! Customers notice when a survey is slapped together with a generic, low-budget tool. If it lacks branding, feels impersonal, or looks like it was designed in seconds, it signals that you dont care that much about their feedback.

VOC 100

VOC AI Text Analytics Touchpoint 100

CX Accelerator

MARCH 14, 2025

With changes in the CX world right now, definitive answers are hard to come by. What you CAN do is ask the right questions!

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Callminer

MARCH 5, 2025

AI-powered contact center software isnt new, most contact centers use AI to automate tasks and help customers. Read our blog to understand AI applications today and what to look for in a solution.

Contact Center 182

Contact Center AI 182

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

Actionable Insights

Futurelab

FEBRUARY 22, 2025

Make your AI initiatives finally work smoothly with our AI Compass! Started multiple AI projects but not sure whats actually working? Or still stuck at square one, unsure where AI fits in your business? You are not alone. Many companies have jumped into AI with hasty pilots and big promises about ROI that are yet to materialize. Others hesitate, unsure which areas of business AI can truly impact.

AI 130

AI Innovation Technology Technology 130

The DiJulius Group

MARCH 4, 2025

Your CX (Customer Experience) is always on stage. Today, too many companies think they are in a race to evolve their customer experience from costly human interactions to technology like self-check-in/out, apps, kiosks, social media, and online support. While these represent a necessary evolution for most business models, we must not send the message to.

Customer Experience 78

Customer Experience Social Media CX Technology 78

Lumoa

FEBRUARY 27, 2025

Lumoa Product News for February 2025 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Changing where + buttons live in the UI Starting on March 3rd, we are going to be changing where certain buttons are placed in the UI.

Engineering 78

Engineering AI Start-ups CX 78

DMG Consulting

MARCH 13, 2025

What is Conversational AI and How Does it Work? March 2025 Conversational artificial intelligence (CAI) solutions use AI and generative AI (GenAI) technologies to identify, understand, and respond to customer conversation intents. CAI applications enable consumers to self-serve or can assist live agents responding to customer inquiries. These omnichannel and multimodal platforms leverage large volumes of data, machine learning, natural language processing (NLP)/understanding (NLU)/generation (NL

AI 62

AI Artificial Intelligence Close the Loop Omnichannel 62

Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting

Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical

Customer Satisfaction

Callminer

MARCH 10, 2025

Our latest blog explores the importance of real-time agent guidance and its role in delivering exceptional customer service experiences in modern contact centers.

Contact Center 182

Contact Center Customer Service 182

PeopleMetrics

MARCH 7, 2025

At this point, weve covered much revisiting Listen or Die! We have just about every aspect of VoC surveyswhat types to use, where to deploy them, and how to make them effective. But none of it matters if you cant get accurate, timely customer sample lists! Customer lists (often called sample lists) are the biggest bottleneck in most VoC programs. Without them, you simply cant collect feedback at scale.

VOC 62

VOC AI CRM Sales 62

Execs In The Know

MARCH 13, 2025

Picture a guest experience so seamless, so personalized, that every traveler feels like the journey was crafted just for them. Thats the dream Alvin Stokes , Vice President of Global Guest Reservations, Service Operations & CRM at Princess Cruises , painted for the audience as he closed out the Customer Response Summit (CRS) with his compelling mainstage keynote.

Hospitality 52

Hospitality Hospitality Touchpoint Contact Center 52

Lumoa

FEBRUARY 27, 2025

Lumoa Product News for January 2025 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Better translations and Topic logic is now available! You can now request to have our new Translation Engine and our new Topic Modeling AI.

AI 78

AI Start-ups Engineering 78

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

VOC

Intercom

MARCH 13, 2025

As RB2B scaled, its support team needed a way to handle growing demand without adding headcount. Head of Technical Operations Robb Clarke turned to AI as the solution. In this conversation with Intercom’s Senior Director of Automated and Proactive Support Ruth O’Brien , Robb details how implementing Fin AI Agent created a scalable support system that now resolves 65% of inquiries automatically saving the team 132+ hours monthly.

AI 52

AI Customer Service 52

Callminer

FEBRUARY 25, 2025

Potential CFPB defunding could reshape consumer protection in the US. This blog explores what could change, potential impacts, and considerations to ensure consumer trust and protection.

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PeopleMetrics

MARCH 4, 2025

If you are a CX or market research professional, your VoC programs successand likely your jobdepends on the health of your transactional surveys. So, you have mapped your touchpoints, conducted a relationship survey, piloted your transactional survey, and trained your key users. Now, the next big question is: are your surveys working? Even if youve got beautifully crafted questions, a low response rate or a confusing survey can derail everything.

AI 62

AI VOC Touchpoint CX 62

Lightico

MARCH 5, 2025

The Persistent Friction Between Compliance, IT, and CX Enterprises have always struggled to balance regulatory compliance, IT development, and customer experience (CX). Traditionally, compliance requirements have introduced friction in CX, resulting in delays, cumbersome customer journeys, and lower satisfaction. Similarly, IT development has been plagued by digital paralysis, where legacy systems, complex workflows using RPA, and rigid compliance-driven processes slow down innovation.

Compliance 52

Compliance CX Customer Experience Healthcare 52

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail