eglobalis

NOVEMBER 3, 2024

AI, automation, and data analytics can optimize processes and provide valuable insights, but genuine CX success hinges on maintaining human connection and empathy. For instance, Hailo , an AI chip pioneer, has integrated advanced technology to streamline customer interactions while preserving a human touch.

CX 523

CX B2B Innovation Sentiment Analysis 523

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. Businesses across industries are investing in AI-powered agents to improve efficiency and customer experience.

AI 202

AI Sentiment Analysis Contact Center Healthcare 202

eglobalis

JANUARY 7, 2025

Real-world examples show that B2B companies leveraging Design Thinking report improved customer satisfaction, increased loyalty, and streamlined processesdirectly impacting their bottom line. Example: Salesforces integration of AI-driven analytics into their CRM platform stemmed from iterative testing and client feedback.

B2B 322

B2B CX Artificial Intelligence Predictive Analytics 322

eglobalis

FEBRUARY 13, 2025

Swift, measurable actions must follow to resolve issues and drive client satisfaction. Using predictive analytics and AI, businesses can anticipate and address client concerns before they escalate. Leveraging AI, predictive analytics and client behavior insights allows businesses to address issues before they occur.

Predictive Analytics 319

Predictive Analytics CX AI NPS 319

ECXO

NOVEMBER 26, 2024

Customer Experience Vulnerability When a company’s customer satisfaction relies on a few unicorns, any disruption to their performance—whether personal or professional—can lead to a sudden drop in customer satisfaction. This fragility makes your business more vulnerable to losing customers to competitors.

CX 334

CX Artificial Intelligence Innovation Customer Satisfaction 334

eglobalis

JULY 2, 2024

By embracing a more nuanced approach, organizations can gain a comprehensive understanding of customer sentiment, facilitating more informed decision-making and enhancing overall customer satisfaction. ”—offers a narrow and momentary transactional perspective on customer sentiment.

NPS 490

NPS Customer Feedback Net Promoter Score B2C 490

eglobalis

JULY 31, 2024

The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience. By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty.

Customer Experience 456

Customer Experience Social Media Predictive Analytics Machine Learning 456

Execs In The Know

NOVEMBER 21, 2024

In our recent webinar , Mandi Geary, Director of Customer Care at BSN Sports, took us behind the scenes of her artificial intelligence (AI) journey with Gladly, sharing the wins, lessons, and strategies that have transformed how her team supports customers. Define your AI North Stars before diving into implementation.

Sports 105

Sports AI CX Artificial Intelligence 105

ECXO

OCTOBER 27, 2024

Customer Success (CS) metrics have become central to managing these relationships, offering insights into how businesses can reduce churn, increase product stickiness, and optimize customer satisfaction. In the subscription economy, the faster a customer experiences value, the more likely they are to continue with the service.

Customer Satisfaction 332

Customer Satisfaction Customer Relationship Customer Loyalty CX 332

ECXO

APRIL 7, 2024

The Majestic Dance between AI and Humans in CX Indeed, in the luminous panorama of business ecosystems, the phrase “customer experience” has emerged as a cardinal point of focus. It is the narrative of a customer’s journey from the moment they hear about your brand until they become advocates for your solutions.

AI 333

AI CX Artificial Intelligence Predictive Analytics 333

Adrian Swinscoe

MARCH 13, 2025

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. This is a guest post from Ken Tantsura, the Vice President of Innovations at Customertimes.

E-commerce 147

E-commerce AI CX Customer Acquisition 147

ECXO

AUGUST 12, 2024

MarTech’s Impact on Global CX Strategies The Asia-Pacific (APAC) region, with its rapid technological adoption and diverse markets, presents both opportunities and challenges for enhancing customer experience. By strategically deploying MarTech, businesses in APAC are achieving exceptional customer satisfaction, growth, and loyalty.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

Adrian Swinscoe

DECEMBER 3, 2024

Every December for the last five years, I’ve compiled a set of predictions about what is likely to happen in the customer experience space in the […] The post Cutting through the noise to get to the reality of customer service AI first appeared on Adrian Swinscoe.

AI 147

AI Customer Service Customer Experience Artificial Intelligence 147

Execs In The Know

MARCH 31, 2025

Spirit Airlines recognized this, embarking on a bold AI-powered transformation to redefine customer service (or “Guest Care,” as Spirit calls it) and move its brand into the future. Spirit Airlines saw AI as the solution to enhance guest experiences while managing operational efficiency at scale.

AI 78

AI Customer Experience Net Promoter Score Legal 78

ECXO

MAY 27, 2024

bnbvvvV Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes Article source: [link] Introduction Artificial Intelligence is revolutionizing enterprise technology, and will redefine enterprise software design, and transform how businesses enhance customer, user experiences and drive business outcomes.

AI 227

AI Technology Technology CX 227

ECXO

JULY 10, 2024

This article examines the critiques of NPS, its performance in different business contexts, and emerging global trends in customer feedback strategies. By adopting a multifaceted approach, organizations can gain a thorough understanding of customer sentiment, leading to better decision-making and enhanced customer satisfaction.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

ECXO

DECEMBER 4, 2024

Customer Success Uncovered: How SaaS and Manufacturing Win with Tailored Strategies Customer success has become a cornerstone for businesses aiming to foster long-term customer satisfaction, boost retention rates, and drive sustainable growth. Customer Engagement 1.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

ECXO

MARCH 6, 2025

At the same time, performance evaluations and reward systems should acknowledge contributions to customer experience. For instance, sales teams might be rewarded not just for hitting revenue targets but also for customer satisfaction scores or retention of their accounts.

CX Transformation 339

CX Transformation B2B CX Government 339

Helpt

MAY 31, 2024

We're at a crucial point in AI with all the focus on AI customer support and its impact on customer satisfaction. A Deeper Dive Into Poor AI Customer Support Most of us have had the fortune (misfortune) of dealing with a frustrating chatbot experience.

Customer Satisfaction 98

Customer Satisfaction AI Sentiment Analysis Customer Experience 98

CX Accelerator

JANUARY 7, 2019

You’d want to first build a machine learning model where you feed it thousands of customer interactions and tie those interactions back to success metrics like Net Promoters Score, Customer Satisfaction, or closed sales. Pretty soon, the machine will be able to understand the patterns that lead to success or lack thereof.

Machine Learning 275

Machine Learning AI CX Net Promoter Score 275

CommBox

DECEMBER 14, 2023

In the dynamic landscape of today’s fast-paced digital world, businesses are in a perpetual pursuit of cutting-edge solutions to elevate customer satisfaction. One technological innovation that has emerged as a pivotal player in revolutionizing customer service is Generative AI-powered Chatbots.

Customer Satisfaction 98

Customer Satisfaction AI Social Media Customer Loyalty 98

Win the Customer

JANUARY 9, 2025

By empowering customers to find answers and resolve issues independently, businesses can reduce support costs, improve customer satisfaction, and free up valuable resources for more strategic initiatives. AI plays a crucial role in enabling effective customer self-service.

AI 59

AI Predictive Analytics Customer Satisfaction Customer Feedback 59

Win the Customer

DECEMBER 23, 2024

The customer service landscape is undergoing a seismic shift, driven by the rapid advancements in Artificial Intelligence (AI). As a product manager, it’s crucial to stay ahead of these trends to deliver innovative and customer-centric solutions.

AI 59

AI Customer Service E-commerce Social Media 59

Win the Customer

NOVEMBER 25, 2024

Artificial Intelligence (AI) has revolutionized customer service, automating routine tasks and improving response times. However, while AI offers significant advantages, it cannot fully replace the human touch. A successful customer service strategy involves a careful balance between AI-powered automation and human interaction.

AI 59

AI Artificial Intelligence Customer Satisfaction Technology 59

eglobalis

JULY 25, 2024

Cultural Differences and Consumer Expectations One of the primary reasons the USA excels in CX is the cultural emphasis on customer satisfaction. American businesses prioritize customer-centric strategies, often integrating them into their core values and operational models.

Customer Experience 512

Customer Experience Innovation CX Omnichannel 512

CommBox

DECEMBER 12, 2023

In the realm of customer service, the integration of Artificial Intelligence (AI) has become increasingly prevalent, with generative AI chatbots playing a pivotal role in providing efficient and streamlined human-like support. Misconception 1: AI Chatbots are Impersonal and Provide a Bad Customer Experience.

Customer Satisfaction 96

Customer Satisfaction AI Machine Learning Artificial Intelligence 96

Uniphore

JUNE 17, 2021

3 Ways to Boost FCR and Reduce Customer Churn With AI & RPA. Few KPIs have a bigger influence on the customer experience than First Call Resolution (FCR). When customers call in with an issue, they expect it to be solved then and there. Improve Your Customer Journey from End to End.

AI 182

AI Social Media Customer Satisfaction Omnichannel 182

eglobalis

JUNE 27, 2024

Goals might include improving customer satisfaction scores, reducing churn rates, or increasing customer lifetime value. Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values.

Customer Experience 489

Customer Experience VOC Net Promoter Score Government 489

Navedas

FEBRUARY 2, 2025

AI agents are everywhereat least, thats what Microsoft, Salesforce, and half of Silicon Valley want you to believe. If you listen to them, AI-powered assistants are on the verge of replacing customer service reps, automating workflows, and writing business proposals with zero human involvement.

AI 100

AI Customer Service Customer Satisfaction 100

ECXO

DECEMBER 25, 2024

Why It Works: Personalization makes customers feel understood, increasing their likelihood of repeat purchases and brand loyalty. Example Action: Implement AI-driven recommendation engines on your website to suggest products or services based on browsing history. Segment your audience based on behavior, demographics, and preferences.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

Win the Customer

DECEMBER 21, 2024

Artificial intelligence (AI) offers a powerful toolkit to achieve these goals, enabling you to anticipate customer needs, personalize interactions, and deliver proactive support. Building customer profiles: Create detailed customer profiles that capture individual preferences, needs, and behaviors.

AI 59

AI Social Media Artificial Intelligence Machine Learning 59

Adrian Swinscoe

MAY 1, 2024

Don joins me today to talk about the […] The post The Generative AI landscape: The good, the bad and the boring – Interview with Don Schuerman of Pega first appeared on Adrian Swinscoe. Today’s interview is with Don Schuerman, the CTO and Vice President of Product Strategy and Marketing at Pegasystems.

AI 231

AI Artificial Intelligence Business Growth Customer Satisfaction 231

eglobalis

SEPTEMBER 16, 2024

At a local level , customer-centricity may involve empowering regional teams to make quick decisions to resolve customer issues. Globally , it involves setting consistent KPIs and guidelines for measuring customer satisfaction and ensuring every region aligns with the company’s overall CX vision.

B2B 407

B2B Customer Experience Touchpoint B2C 407

Hodusoft

OCTOBER 17, 2024

How AI and Omnichannel Support Elevate Customer Service in Call Center “Just as electricity transformed almost everything 100 years ago, today I actually have a hard time thinking of an industry that I don’t think Al (Artificial Intelligence) will transform in the next several years.”

Omnichannel 52

Omnichannel AI Customer Service Contact Center 52

ECXO

MARCH 24, 2024

1710668672319 AI in Customer Experience – should I stay, or should I go? Everyone is talking about Artificial Intelligence (AI) and how it has emerged as one of the most significant technological innovations in recent years, revolutionizing various industries and opening up a world of new possibilities.

AI 156

AI Customer Experience Social Media Machine Learning 156