Remove Actionable Insights Remove Net Promoter Score Remove Touchpoint
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CX 2025: The AI Revolution That Will Leave Your Business Behind

eglobalis

This article explores the trends that will define CX in 2025, offering deep insights, practical examples, and actionable strategies for success. Rethinking Customer Loyalty Metrics: Beyond NPS The Net Promoter Score (NPS) , once heralded as the ultimate measure of customer loyalty, is now under scrutiny.

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AI and Customer Experience: The Smarter, Faster, and More Personal Duo Redefining B2B Success

eglobalis

For instance, Oracle uses its Oracle CX Unity platform to unify customer data across touchpoints , enabling businesses to create personalized experiences at scale. For instance, a retail client of Oracle improved its Net Promoter Score (NPS) by 15% by addressing negative sentiment identified through AI analysis.

B2B 337
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The Hidden Flaws of NPS: Why Better New Alternatives Are Emerging for Your Business

eglobalis

While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before. Definitive Guide to Net Promoter Score, Salesforce, [link].

NPS 393
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What is a Good Net Promoter Score?

SurveySensum

But how can you know if it is a good or bad NPS score ? Net Promoter Score Defined Net Promoter Score (NPS) is a widely used CX metric that measures customer loyalty and satisfaction by gauging how likely customers are to recommend a company, product, or service to their friends and family.

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Crafting and Cascading a Customer Experience Strategy Across Global Organizations

eglobalis

A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. Data analytics is critical for processing vast amounts of information to uncover patterns and actionable insights.

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Designing and Rolling Out a Global Customer Experience Strategy

ECXO

Data Analytics : Processing vast amounts of information to uncover patterns and actionable insights. Real-Time Customer Data Platforms (CDPs) : Integrating data from various touchpoints to offer a unified view of the customer. Each touchpoint must then be analyzed to identify pain points and opportunities for improvement.

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Lesson #24 Revisited: Shorter surveys are usually better—but if it’s too short, it could come back to bite you

PeopleMetrics

Net Promoter Score (NPS) is useful, but it reflects the customers overall sentiment about your company or the overall relationship you have with the customer but not their most recent interaction. If your goal is to improve specific touchpoints based on recent experiences, NPS alone wont cut it.