ECXO

OCTOBER 23, 2024

Customer Service + AI = Customer Success 3.0 customer support has become a critical differentiator for organizations across industries. As customer expectations continue rising, businesses increasingly turn to artificial intelligence (AI) to revolutionize their customer support processes.

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

eglobalis

FEBRUARY 3, 2025

Introduction In todays digital age, the relationship between technology and customer experience (CX) has become almost inseparable. As artificial intelligence (AI) continues to evolve , it is fundamentally reshaping how businesses interact with their customers, offering personalized, efficient, and predictive solutions.

B2B 421

B2B AI Predictive Analytics Sentiment Analysis 421

ECXO

NOVEMBER 26, 2024

Unicorns Dependency in CX – Here Is How You Avoid This “Trap” If you’re plugged into the business world, you’ve likely heard the term “unicorn” tossed around in meetings, LinkedIn posts, or business articles. This makes them extremely effective in customer-facing roles, where time is of the essence. Spoiler alert—probably not.

CX 334

CX Artificial Intelligence Innovation Customer Satisfaction 334

ECXO

NOVEMBER 19, 2024

May the CX Force be with you! The Star Wars saga transcends its status as a beloved space opera, emerging as a rich source of insights and lessons that businesses can leverage to enhance customer experience. By recognizing where customers are in their journey, you can deliver personalized experiences that guide them toward success.

CX 296

CX Customer Experience Social Media Touchpoint 296

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. This vision serves as a North Star that guides the entire program.

CX Transformation 339

CX Transformation B2B CX Government 339

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

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

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. In the end, it is not about what businesses do for customers, it is about what they mean to customers.

AI 333

AI CX Artificial Intelligence Predictive Analytics 333

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

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. This article delves into the top ten MarTech solutions, that significantly improve CX outcomes.

Customer Experience 456

Customer Experience Social Media Predictive Analytics AI 456

CX Accelerator

JANUARY 7, 2019

That being said, I thought it might be helpful to share what I understand thus far about a couple concepts that are often mentioned in the CX technology space. It’s OK if they don’t but chances are you’ve heard a well-meaning salesperson try to sell you on the latest greatest CX tool and they’ve dropped these terms like they’re hot.

Machine Learning 275

Machine Learning AI CX Net Promoter Score 275

eglobalis

JULY 25, 2024

Customer experience (CX) has become a critical differentiator in today’s competitive market, influencing customer loyalty and overall business success. While the USA leads in delivering superior customer experiences, Europe and the UK often lag behind.

Customer Experience 512

Customer Experience Innovation CX Omnichannel 512

ECXO

FEBRUARY 1, 2022

How AI will Change the Status Quo in CX in 2022 – ECXO In partnership with Five9. What you will learn: The role of AI capabilities in delivering seamless experiences. Tips to maximize the ROI of AI in customer service. AI myths debunked and real-life AI success stories. Share on twitter.

AI 250

AI CX Customer Service Customer Experience 250

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

JUNE 23, 2024

The Double Agents of CX: Who are they and what do they do? For Customer Experience to thrive in an organization, it’s important to have a very well-trained team of double agents. Transforming a standard customer service team into a highly efficient customer success team requires several essential steps.

CX 358

CX Customer Satisfaction Innovation Education 358

eglobalis

JULY 2, 2024

”—offers a narrow and momentary transactional perspective on customer sentiment. Despite its simplicity, more than 75% of organizations are projected to phase out NPS as a Measure of Success for Customer Service and Support by 2025, according to Gartner. In CX, the same applies to CSAT, CES, and whatever.

NPS 490

NPS Customer Feedback Net Promoter Score B2C 490

ECXO

AUGUST 12, 2024

MarTech-Driven Transformation: Navigating the Future of Customer Experience Introduction In today’s fiercely competitive business landscape, delivering a superior customer experience (CX) is not just an advantage—it’s essential. The ECXO is an open access CX Professional Business Network.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

Experience Investigators

OCTOBER 11, 2024

When customers face a challenge and need help, customer service or support representatives are their heroes — and organizations have invested a lot of time to make customer support a breeze in a growing number of channels: Store representatives are trained to empathize with customers and know how to quickly get them tailored solutions in person.

Business Growth 98

Business Growth Customer Service Customer Journey Map CX 98

DMG Consulting

FEBRUARY 12, 2025

DMGs primary research findings reveal a single cornerstone connecting this years priorities: the growing application of artificial intelligence (AI) and automation technologies in contact center and customer service operating environments. Are contact centers adopting AI? An additional 37.1% of survey participants.

Contact Center 77

Contact Center AI CX Artificial Intelligence 77

ECXO

MARCH 19, 2025

Preferred to use a chatbot rather than wait 30 minutes on hold for customer service. The Psychological and Sociological Roots of the Silent Service Trend 1. ” While some people still prefer traditional checkout, the rise of self-service kiosks proves that many would rather just scan, pay, and go.

Customer Experience 228

Customer Experience AI Technology Technology 228

CX Accelerator

OCTOBER 26, 2019

Furthermore, so many companies are paying lip service to great customer experience but not walking the walk. You are looking to hire one Avenger from the Marvel Cinematic Universe who will build the best CX program in all of the universe. I am Groot Gamora The greatest "Avenger of CX" is without a doubt, Gamora.

CX 303

CX Contact Center Start-ups Education 303

ECXO

DECEMBER 25, 2024

Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant. For businesses, this means the bar for customer experience (CX) is perpetually rising. Todays customers expect companies to: 1. Together, lets shine even brighter.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

Retently

MARCH 11, 2025

But CX isnt just about making things easier its a major competitive advantage. That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans. So, what does a CX Manager actually do on a daily basis?

CX 116

CX Customer Experience Net Promoter Score NPS 116

Adrian Swinscoe

APRIL 21, 2025

Millennials and Generation-Z dont want to talk on the phone is a claim that you will often hear repeated across the media landscape on a pretty [] The post Unpacking the voice assumptions that are holding back many CX efforts first appeared on Adrian Swinscoe.

CX 147

CX AI Customer Service Customer Experience 147

ECXO

NOVEMBER 16, 2023

Article originally posted at: [link] How AI and GenAI Are Shaking the Status Quo in Customer Experience (CX) As you know, the potential for artificial intelligence and generative artificial intelligence (GenAI) to transform every part of customer experience, and everything surrounding us, is electrifying. Let’s continue.

AI 194

AI CX Customer Experience Artificial Intelligence 194

ECXO

APRIL 29, 2024

posts header on ECXO The Eternal Search for the Silver Bullet in CX Let’s embark on a journey, a quest if you may, in the eternal search for the silver bullet in CX to solve all problems at once. In reality, the quest for the silver bullet in CX is akin to the search for the Holy Grail in medieval legends.

CX 283

CX Innovation Machine Learning Technology 283

eglobalis

JANUARY 28, 2025

For those unfamiliar, Paul is a superstar in CRM, customer engagement, and customer experience (CX) worldwide. It clearly demonstrates how easily CX terminologies are misunderstood and misused, leading to common missteps in areas like customer centricity, engagement, and loyalty.

CRM 195

CRM CX Actionable Insights AI 195

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.” It happens by design.”

Omnichannel 52

Omnichannel AI Customer Service Contact Center 52

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. This concept can be applied to customer experience as well. Look for keywords and phrases that indicate specific emotions.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

eglobalis

JUNE 27, 2024

Introduction Delivering superior customer experience (CX) is paramount for business success. 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.

Customer Experience 489

Customer Experience VOC Net Promoter Score Government 489

ECXO

JULY 10, 2024

” This provides a limited and momentary glimpse into customer sentiment. Gartner predicts that over 75% of organizations will move away from using NPS as a primary metric for customer service and support by 2025. In customer experience (CX), metrics like CSAT and CES face similar limitations.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

Callminer

NOVEMBER 25, 2024

One of AI's most prominent uses is in customer service, handling tasks like training agents, summarizing customer interactions, and more. Read this blog to learn how AI is improving CX.

AI 182

AI Customer Experience CX Customer Service 182

Adrian Swinscoe

APRIL 2, 2025

Eleven years ago, Ispoketo the folks atSundaySkyabout the innovative ways they were using video to improve customer experience. Specifically, they were pioneering the development of SmartVideo [] The post SundaySky removes the barriers to expanded use of video in CX first appeared on Adrian Swinscoe.

CX 147

CX Innovation Customer Experience Artificial Intelligence 147

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. This article delves into how to define and execute a B2B CX strategy, offering practical insights on how to implement it at both local and global levels.

B2B 407

B2B Customer Experience Touchpoint CX 407

ECXO

APRIL 18, 2024

Delving into Digital Conversations for Business Survival or Irrelevance, featuring Paolo Fabrizio The European Customer Experience Organization (ECXO) is delighted to announce our upcoming session on AI digital conversations, a topic of utmost importance in today’s business landscape. Born and bred in Milan, Italy.

B2B 334

B2B AI CX Customer Service 334

Uniphore

JANUARY 21, 2022

In the wake of the global pandemic, customer experience (CX) has risen to new prominence as more patients and members are interacting with healthcare service providers remotely. What digital customers are seeing often isn’t pretty: complex processes, redundant steps and time-consuming resolution journeys.

Compliance 147

Compliance Healthcare AI Artificial Intelligence 147