ECXO

NOVEMBER 19, 2024

Consider mapping out a Customer Journey Map to identify touchpoints where your brand can offer support, resolve issues, or provide value. Application in CX : • Customer Data Platforms (CDPs) : Use CDPs to gather and analyze customer data from various touchpoints (social media, website visits, purchase history).

CX 296

CX Customer Experience Social Media Touchpoint 296

PeopleMetrics

FEBRUARY 20, 2025

Touchpoint mapping has always been a critical step in building a great VoC program. But as AI advances, the way we approach touchpoint mappingand what we can do with the datahas fundamentally changed. Predicting Moments of Truth Not all touchpoints are equal. New touchpoints emerge, and customer expectations shift.

Touchpoint 62

Touchpoint AI VOC Social Media 62

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 this digital era, artificial intelligence (AI) has certainly emerged as a powerful tool that can augment and enhance customer experience.

AI 334

AI CX Artificial Intelligence Predictive Analytics 334

PeopleMetrics

FEBRUARY 20, 2025

When I wrote about omnichannel feedback collection in " Listen or Die ," I emphasized the importance of gathering customer feedback across all touchpoints consistently. However, AI has transformed how we collect and process feedback within each channel. Those structured surveys I discussed in the book?

Omnichannel 103

Omnichannel AI Artificial Intelligence Sentiment Analysis 103

eglobalis

JULY 31, 2024

Customer Experience Management (CXM) Software Tools like Qualtrics and Medallia as the leaders of this sector help manage and analyse customer interactions across different touchpoints. Live Chat and Chatbot Solutions Platforms like Intercom, GenesysDX, Liveperson and Drift offer live chat and AI-powered chatbot functionalities.

Customer Experience 430

Customer Experience Social Media Predictive Analytics AI 430

ECXO

MARCH 6, 2025

Customer experience spans many touchpoints and processes trying to fix everything at once can overwhelm the team and dilute resources. B2B organizations are increasingly investing in CX technologies such as experience management software, analytics tools, and AI-driven solutions. Another key aspect of strategy is prioritization.

CX Transformation 339

CX Transformation B2B CX Government 339

ECXO

AUGUST 12, 2024

Live Chat and Chatbot Solutions: Platforms like Intercom and Drift offer live chat and AI-powered chatbot functionalities, providing instant customer support and resolving queries in real time. Continuous Personalization: Personalization engines and AI tools enable real-time customization, meeting customer expectations at every touchpoint.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

PeopleMetrics

MARCH 11, 2025

AIs Potential to Make Survey Design Smarter & More Engaging Right now, AI isnt fully replacing VoC survey platforms, but its beginning to reshape how surveys are designed and delivered. Heres how AI could transform the VoC survey experience in the near future: 1. If your data quality suffers, your VoC program is useless.

VOC 100

VOC AI Text Analytics Touchpoint 100

eglobalis

JULY 25, 2024

According to BCG, leading companies in the USA have adopted advanced digital tools and AI-driven insights to stay ahead of consumer expectations. The USA’s focus on omnichannel strategies ensures that customers receive consistent and high-quality experiences across all touchpoints.

Customer Experience 490

Customer Experience Innovation CX Omnichannel 490

eglobalis

JULY 2, 2024

Comprehensive feedback from multiple sources, integrating Voice of the Customer (VOC), metrics, measurements, data analytics, real-time sentiment analysis, and evolving AI developments, is essential for gaining a complete customer understanding.

NPS 456

NPS Customer Feedback Net Promoter Score B2C 456

PeopleMetrics

JANUARY 13, 2025

Artificial intelligence (AI) has entered the scene, giving us tools to listen better, act faster, and predict what customers need before they even tell us. But heres the thing: while AI has enhanced how we execute customer centricity, the core of Lesson #1 hasnt changed. AI supports the process, but people make it meaningful.

AI 71

AI Artificial Intelligence Actionable Insights Customer Feedback 71

eglobalis

JUNE 27, 2024

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. Real-time Customer Data Platforms (CDPs) integrate data from various touchpoints, offering a unified view of the customer.

Customer Experience 455

Customer Experience Net Promoter Score VOC Government 455

ECXO

JULY 10, 2024

A comprehensive approach that integrates multiple feedback sources, including Voice of the Customer (VOC) metrics, data analytics, and AI, is essential for a complete understanding. Companies like Rakuten and L’Oréal leverage AI-driven analytics to monitor sentiment across digital platforms, enabling proactive responses.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

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. Map the Customer Journey What to Do: Identify every touchpoint a customer has with your business, from awareness to post-purchase support. Todays customers expect companies to: 1.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

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

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. The post What is Conversational AI and How Does it Work?

AI 62

AI Artificial Intelligence Close the Loop Omnichannel 62

Win the Customer

DECEMBER 23, 2024

The customer service landscape is undergoing a seismic shift, driven by the rapid advancements in Artificial Intelligence (AI). This blog post will explore key AI trends shaping the future of customer service and discuss their implications for product development.

AI 59

AI Customer Service E-commerce Social Media 59

PeopleMetrics

MARCH 6, 2025

If your goal is to improve specific touchpoints based on recent experiences, NPS alone wont cut it. Can AI alone save your job? Even if you're willing to trust text analytics to fill in gaps, relying heavily on AI to interpret a single open-ended question is risky.

Net Promoter Score 117

Net Promoter Score Text Analytics NPS Actionable Insights 117

PeopleMetrics

FEBRUARY 4, 2025

But what has changed is how AI is starting to reshape VoC, especially in the later phases, making it easier to scale, analyze customer feedback, and identify actions that drive real improvements. The Three Stages of VoCand How AI Fits In 1. AI isnt a game-changer here. This is where AI starts making a difference.

VOC 62

VOC AI Text Analytics Touchpoint 62

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. This includes regular touchpoints with sales and support teams who interact with customers on the ground. In response, Schindler developed a more comprehensive CX approach.

B2B 378

B2B Customer Experience Touchpoint B2C 378

PeopleMetrics

JANUARY 16, 2025

Fast forward to 2025, and while AI is beginning to enhance these platforms, human expertise remains just as critical to their success! Lets explore where AI is making strides, where its still emerging, and why humans are irreplaceable in the VoC journey. And at scale.

AI 71

AI VOC Sentiment Analysis E-commerce 71

PeopleMetrics

MARCH 4, 2025

So, you have mapped your touchpoints, conducted a relationship survey, piloted your transactional survey, and trained your key users. This is where AI is starting to make a difference. Adaptive Survey Design: Using historical data, AI can suggest adjustments to survey length and even question order to reduce fatigue.

AI 62

AI VOC Touchpoint CX 62

PeopleMetrics

FEBRUARY 27, 2025

Many organizations rush into transactional surveys, measuring individual touchpoints without first understanding the bigger picture. Thats why I always recommend beginning with a relationship surveyit gives you a clear baseline of customer sentiment, highlights which touchpoints need attention, and builds momentum for your CX efforts.

AI 62

AI VOC Text Analytics Social Media 62

ECXO

JUNE 11, 2023

Define your brand values and messaging – having a clear set of brand values and messaging is essential to creating a consistent experience across all touchpoints. How do customers experience your brand – across touchpoints? What does your business stand for – what makes you unique? How does your messaging build trust?

B2B 390

B2B B2C Touchpoint Customer Satisfaction 390

eglobalis

AUGUST 19, 2024

360-Degree Feedback Systems Comprehensive feedback systems collect data from multiple touchpoints,voice of customer, including surveys, social media, and direct interactions, offering a holistic view of the customer experience and enabling more strategic improvements.

NPS 440

NPS Net Promoter Score VOC Actionable Insights 440

ECXO

AUGUST 12, 2024

Consistency: A consistent design language across all platforms and touchpoints builds trust and brand recognition. Leverage Emerging Technologies: Incorporate cutting-edge technologies such as AI, AR, and 5G to enhance the user experience and offer innovative solutions. Simplicity often translates to higher engagement and satisfaction.

CX 395

CX E-commerce Legal B2C 395

Intercom

APRIL 3, 2025

With AI agents like Fin, you can break free from these constraints. Taking an AI-first approach allows you to handle massive support volume fluctuations while providing always-on global support, and keeping costs predictable. In contrast, AI costs typically decrease over time as the technology matures and adoption grows.

Gaming 52

Gaming AI Start-ups Business Growth 52

Win the Customer

DECEMBER 23, 2023

In an era where technology is deeply integrated into customer touchpoints, the responsible use of AI holds immense potential to revolutionize customer experiences. The ethical deployment of AI not only improves customer satisfaction but also fosters trust and transparency. Empathy-Driven AI Infuse empathy into AI interactions.

Touchpoint 69

Touchpoint AI Customer Experience Education 69

SurveySensum

MARCH 5, 2025

Your agents handle thousands of conversations daily, so manually reviewing every call transcript is impossible – but AI-powered Call Center Text Analytics software makes it effortless. It uses NLP and AI to extract insights, detect sentiment, and identify common customer issues, trends, and opportunities for improvement.

Text Analytics 52

Text Analytics AI Sentiment Analysis Contact Center 52

Win the Customer

JANUARY 20, 2020

This article will look at why a business should integrate live chat as well as AI to their eCommerce business as well as how to integrate them correctly to your eCommerce business. AI can make use of machine learning to predict the behavior of a buyer from previous searches, frequently bought products, and so on.

AI 159

AI Artificial Intelligence Machine Learning Social Media 159

Gainsight

MARCH 25, 2025

For many of us, our introductionand most of our understandingof AI came from media. Whether AI found us through movies, cartoons, or books, it wasnt a part of our everyday lives. Today, AI tools are everywhere. Despite its popularity, AI still makes some people nervous, specifically when it comes to their careers.

AI 40

AI Touchpoint Gaming Sales 40

ECXO

APRIL 29, 2024

They’ve employed AI, machine learning, and data analytics to gain deeper insights into customer behavior and deliver personalized experiences. Then, we have chatbots and AI-powered virtual assistants. In this quest for the silver bullet, companies have turned to technology.

CX 285

CX Innovation Machine Learning Technology 285

Intercom

FEBRUARY 22, 2019

From automated emails to visual search , AI allows companies to better support their customers at more touchpoints along their journey. AI chatbots use your existing information and resources, like FAQs or knowledge bases , to answer questions and offer help. Chatbots don’t just use AI to answer questions.

AI 133

AI Customer Service Artificial Intelligence Touchpoint 133

ECXO

AUGUST 9, 2023

The takeaways here: Invest in an AI-driven Customer Data Platform to leverage real-time insights and make quicker and more responsive data-led decisions. You’ll have heard a 1000 times that you need to identify the key touchpoints that are a moment of truth with our customers. Don’t go into airplane mode.

Touchpoint 296

Touchpoint CX Innovation Start-ups 296

C3Centricity

MAY 30, 2023

If you haven’t already heard, AI is the key to winning customer loyalty today! They expect personalised, seamless experiences across all channels and touchpoints, and they want their needs to be anticipated so they are met both quickly and efficiently. One way of doing this is through chatbots and virtual assistants.

Customer Loyalty 118

Customer Loyalty AI Touchpoint Customer Satisfaction 118

ECXO

JULY 26, 2023

Our focus in this article is on leveraging real-time customer data to provide richer, meaningful end-to-end customer experiences at every touchpoint. AI, automation and machine learning mean solutions are available to meet these expectations – at scale. As we mentioned earlier, customers know the value of their data.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

ECXO

APRIL 10, 2024

When a business can align all its touchpoints – from product design to customer service to after-sales support – in a way that resonates with the customers’ emotional frequencies, it creates a coherent customer experience. This concept can be applied to customer experience as well.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334