eglobalis

JANUARY 7, 2025

Unlocking the Practical CX Power of Design Thinking for B2B Companies: A Step-by-Step Guide Design Thinking (DT) has emerged during the last 12 years of so as a transformative methodology for addressing complex challenges in todays business environment. B2B Example: Cisco piloted a new collaborative platform with select enterprise clients.

B2B 322

B2B CX Artificial Intelligence Predictive Analytics 322

eglobalis

OCTOBER 21, 2024

For mature companies, this level of personalized attention is key to maintaining long-term relationships in both B2B and B2C. However, this approach requires seamless coordination between public relations, social media teams, and customer service to ensure customer experience consistency.

Social Media 520

Social Media B2B Sentiment Analysis B2C 520

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. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 407

B2B Customer Experience Touchpoint B2C 407

eglobalis

NOVEMBER 12, 2024

Conclusion The path to enhanced customer experience in professional services lies in adopting a mindset that sees clients as partners rather than projects. By embedding CX principles deeply into project delivery, service teams can create memorable B2B client experiences that extend beyond deliverables.

AI 524

AI Artificial Intelligence B2B CX 524

eglobalis

MARCH 20, 2023

Evolving Your B2B Customer Experience and Employee Experience Maturity Model? Return to the Customer Experience Key Pillars. The post Evolving Your B2B Customer Experience Maturity Model? The Return to the CX Key Pillars. appeared first on Eglobalis.

Customer Experience Maturity Model 451

Customer Experience Maturity Model B2B CX Customer Experience 451

eglobalis

MAY 9, 2023

Designing a differentiated B2B experience – a 22 step challenge The post Designing a differentiated B2B experience – a 22 step challenge appeared first on Eglobalis.

B2B 511

B2B Customer Relationship Innovation CX 511

eglobalis

JUNE 12, 2023

The Rising Tide of Brand Purpose in B2B , The time of brand purpose The post The Rising Tide of Brand Purpose in B2B appeared first on Eglobalis.

B2B 452

B2B Customer Relationship Innovation CX 452

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.

Customer Experience 456

Customer Experience Social Media Predictive Analytics AI 456

eglobalis

MARCH 30, 2025

[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? This is a shift from reactive measurement to proactive management of customer experience.

AI 356

AI CX Sentiment Analysis Predictive Analytics 356

ECXO

JUNE 11, 2023

It’s a strategic tool that helps B2B companies create meaningful difference in saturated markets. A maturity driven by hyper personalisation, empathetic human relationships and intuitive digital experiences – all accelerated by the pandemic. How do customers experience your brand – across touchpoints? This is urgent.

B2B 390

B2B B2C Touchpoint Customer Satisfaction 390

eglobalis

APRIL 27, 2025

In the customer experience (CX) realm, this means AI that doesnt just answer a question or present a dashboard but acts on insights in real time orchestrating processes, personalizing interactions, and resolving issues end-to-end. Lets consider a real-world scenario: a B2B client contacts a supplier about delayed deliveries.

AI 249

AI CX B2B Compliance 249

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. At the same time, B2B customer expectations have risen.

CX 258

CX CX Transformation B2B B2C 258

ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. Where B2C goes, B2B follows. Expectations are set by the best experience on offer – inside and outside of the workplace – in Europe, in Asia, and across the globe.

B2B 367

B2B Innovation CX Government 367

ECXO

FEBRUARY 3, 2025

Turning the Tables: Why a Proactive Sales Process is the Ultimate Customer Experience Hack Introduction In the fast-paced world of sales, one thing is clear: the customer experience can make or break your success. Lets unpack what happens when customer experiences go south due to a reactive sales approach.

Sales 259

Sales Customer Experience E-commerce Start-ups 259

Adrian Swinscoe

APRIL 29, 2025

Just over three weeks ago, the curtain came down on Adobe Summit in Las Vegas, Adobes annual customer event. Last years event was dominated by news [] The post Key insights from Adobe Summit on agentic AI and B2B innovation first appeared on Adrian Swinscoe.

B2B 147

B2B Innovation AI Artificial Intelligence 147

ECXO

AUGUST 19, 2024

Customer Experience Experimentation: Your Final Frontier Introduction Customer Experience (CX) is a critical battleground in today’s competitive market. Forrester reports that businesses prioritizing CX experimentation see notable gains in customer loyalty and satisfaction.

Customer Experience 369

Customer Experience Customer Journey Map Net Promoter Score B2B 369

eglobalis

AUGUST 1, 2023

How to use emotional design in CX to escape the B2B commodity trap , customer experience, product experience The post How to use emotional design in CX to escape the B2B commodity trap appeared first on Eglobalis.

B2B 361

B2B CX Customer Experience Customer Relationship 361

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

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. Created by DALL-E with all rights reserved to ECXO.org.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

eglobalis

MARCH 24, 2025

Introduction: AI-driven virtual agents, including chatbots and voice assistants, are increasingly integral to customer service operations. Organizations leverage these technologies aiming for efficiency, cost reductions, and enhanced customer experiences.

Contact Center 363

Contact Center AI Compliance Machine Learning 363

eglobalis

OCTOBER 22, 2017

In the technology industry, specifically within software and hardware usability, design and services, one of the biggest elements that hurts customer experience -- and by that I mean B2B and B2C customers -- is overly-complicated product design.

Customer Experience 372

Customer Experience B2C B2B Technology 372

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. In the end, everything is connected.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

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

eglobalis

JULY 26, 2023

Anywhere, everywhere, all at once – integrating technology in B2B omnichannel design The post Anywhere, everywhere, all at once – integrating technology in B2B omnichannel design appeared first on Eglobalis.

Omnichannel 351

Omnichannel B2B Technology Technology 351

ECXO

JULY 22, 2024

Unlocking B2B Success: The Essential Role of Onboarding, Design, and Customer Experience In the competitive world of B2B software and services, the trifecta of effective onboarding, innovative design, and exceptional customer experience is pivotal for driving adoption and fostering long-term customer relationships.

B2B 207

B2B Customer Experience Customer Loyalty Gaming 207

eglobalis

FEBRUARY 13, 2025

Empathy in customer experience is essential, but businesses must follow through with actionable solutions that drive results and improve growth and client retention. Empathy has taken center stage in customer experience conversations for years, praised as the foundation for client trust and emotional connection.

Predictive Analytics 319

Predictive Analytics CX AI NPS 319

ECXO

JULY 29, 2024

Designing and Rolling Out a Global Customer Experience Strategy Introduction Delivering exceptional customer experience (CX) is essential for any successful business. This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

eglobalis

MARCH 18, 2025

If you enjoyed this article, feel free to follow me or connect with me on [link] Sources: Empathy Won t Save You: Why CX Thrives on Action, Not Sentiment but Outcomes?

AI 391

AI Artificial Intelligence CX Legal 391

eglobalis

JULY 2, 2024

Widely adopted across industries, NPS has faced increasing scrutiny for its limitations in offering a complete view of the customer experience. This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. Choose what matches your organization.

NPS 490

NPS Customer Feedback Net Promoter Score B2C 490

ECXO

JUNE 19, 2024

DALL-E development by ECXO The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience Article source: [link] Introduction The advent of generative AI is reshaping the landscape of physical product design, driving innovation, practicality, and enhancing the customer experience.

AI 386

AI Customer Experience Legal Manufacturing 386

ECXO

OCTOBER 27, 2024

In this article, I’ll explore how Customer Success metrics are driving the subscription economy forward and how businesses can leverage these tools to create lasting value. Businesses that excel at expanding relationships with existing customers often achieve higher long-term profitability, as demonstrated in both the SaaS and B2B sectors.

Customer Satisfaction 332

Customer Satisfaction Customer Relationship Customer Loyalty CX 332

Customer Think

OCTOBER 6, 2021

B2B CEOs, boards, investors and senior leadership teams typically squander tremendous earnings and growth opportunities by putting the cart before the horse in their views of customer experience-driven growth. Your mindset about customer management overrides your values and mission statements.

B2B 137

B2B Customer Experience 137

ECXO

MAY 19, 2024

Experience the Difference: On the podcast of the European Customer Experience Organization (ECXO) this week, Nicolette Wuring joins our host, Christopher Brooks. In this episode, we explore how to succeed with B2B CX. Want to make your voice heard? Join the ECXO today!

CX 348

CX Manufacturing B2B Customer Experience 348

eglobalis

OCTOBER 9, 2024

When customers provide feedback, especially in the B2B space, the temptation is often to take their requests at face value and immediately begin development. After all, customer-centric businesses thrive on understanding and addressing their customers’ needs.

Customer Feedback 529

Customer Feedback Innovation Compliance B2B 529

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. Their work directly impacts business growth by reducing complaints, improving support efficiency, and enhancing customer retention, they drive higher revenue and lower churn. Checking customer support tickets.

CX 120

CX Customer Experience Net Promoter Score NPS 120

ECXO

APRIL 21, 2023

Formato convencional24 In partnership with SAS , the European Customer Experience Organization (ECXO) presents Reframing the B2B Engagement Journey. Digital and Human engagement are where your company experience starts; let’s learn from the best companies how to do that right with your company flavor. -How

B2B 156

B2B B2C Customer Experience CX 156

eglobalis

SEPTEMBER 11, 2024

While it is widely recognized that employees play a crucial role in shaping customer experience (CX), their impact on innovation is often less clear. Finally, we will examine mini case studies of three B2B companies. It explores the significant benefits that experimentation brings to customer experience initiatives.

Innovation 477

Innovation CX Artificial Intelligence B2B 477