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.

CX Transformation 320

CX Transformation B2B CX Government 320

eglobalis

JULY 2, 2024

This simplicity overlooks the complexity of customer relationships and experiences, failing to capture nuanced feedback crucial for improving overall customer satisfaction. This approach ensures a comprehensive evaluation of customer experience efforts, fostering continuous improvement and adaptation to evolving customer expectations.

NPS 413

NPS Customer Feedback Net Promoter Score B2C 413

ECXO

JULY 10, 2024

The simplicity of NPS fails to capture the complexities of customer relationships and experiences, which are vital for improving satisfaction. Companies like Toyota and Samsung in Asian markets have found that while NPS gives a quick snapshot, it doesn’t delve deeply into changing customer expectations and perceptions.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

ECXO

NOVEMBER 26, 2024

Leverage Technology, Automation, and Data-Driven Insights to Enhance Customer Service Incorporate technology and automation tools to streamline customer service processes. Chatbots, CRM systems, and AI-powered analytics can handle routine tasks, freeing up your team to focus on more complex issues.

CX 334

CX Artificial Intelligence Innovation Customer Satisfaction 334

ECXO

APRIL 29, 2024

It’s about putting yourself in the customer’s shoes, understanding their pain points, and doing everything you can to address them. In this quest for the silver bullet, companies have turned to technology. While these technologies have indeed revolutionized the field of CX, they are not the silver bullet.

CX 285

CX Innovation Machine Learning Technology 285

Beyond Philosophy

OCTOBER 3, 2024

Claire Dunwood wrote to us to say she felt that her customers’ expectations consistently rise, and managing them is challenging in that she now has fewer resources to devote to them. Afterward, customers remember what happened and compare it to what they thought would happen. Leverage technology.

Customer Expectations 88

Customer Expectations E-commerce Social Media Artificial Intelligence 88

eglobalis

OCTOBER 9, 2024

Does your technology stack support the requested feature? Challenges : Balancing internal resources with customer expectations is always a challenge. It’s important to set realistic timelines and communicate them clearly to customers. Will it require significant engineering hours or new infrastructure?

Customer Feedback 476

Customer Feedback Compliance Innovation B2B 476

ECXO

JULY 26, 2023

Brands have unprecedented access to customer data and digital footprints. In our always-on world, customers expect businesses to do something with this knowledge that’s in their interests. This level of personalisation increases customer satisfaction, loyalty and advocacy = sustained growth. Start where you are.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Fonolo

OCTOBER 26, 2023

Companies place a great deal of importance on meeting customer expectations. According to Forrester, nearly 95% of leaders say that providing a good customer experience is a top strategic priority, and 75% want to use customer experience as a competitive advantage. What do customers want?

Customer Expectations 81

Customer Expectations Social Media Contact Center Customer Service 81

ECXO

NOVEMBER 19, 2024

Encourage your team to adopt a growth mindset , embrace new technologies, and be open to experimentation. Whether it’s using AI to streamline customer support or adopting new channels to engage with customers, staying innovative ensures you can adapt to ever-changing customer expectations.

CX 296

CX Customer Experience Social Media Touchpoint 296

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. It helps determine the profitability and long-term value of the customer.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

Fonolo

FEBRUARY 14, 2023

As technology gets smarter and more intuitive, so does the contact center that benefits from it. Call center automation is the practice of using technology to tackle manual, time-consuming tasks on behalf of your agents. Your callers probably know this technology better as a phone menu or an interactive voice response (IVR).

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

Totango

AUGUST 27, 2018

Join Totango at SAP Customer Experience LIVE in Barcelona! In today’s world, customers expect tangible value from their relationships with vendors; businesses need to generate profits and growth. Join Totango at the CRM event of the year – SAP Customer Experience LIVE on October 10-11, 2018 in Barcelona, Spain.

CRM 67

CRM Innovation Customer Expectations Sales 67

ECXO

AUGUST 21, 2024

Successful customer experience organizations excel because they listen to their customers, understand their needs, and act accordingly. They learn from feedback, adapt, and continually improve their services to meet and exceed customer expectations. This teaches us the importance of balance. 2.

CX 156

CX Social Media Predictive Analytics Touchpoint 156

SugarCRM

JULY 7, 2022

It has reshaped how business leaders think, how staff wants to work, and customer expectations. Technology for collecting, managing, and advancing customer interactions is vital for all businesses. Here are three ways businesses can use technology to maximize the value and productivity of a hybrid and remote workforce: 1.

Technology 55

Technology Technology Data Entry ML 55

Intercom, Inc.

JUNE 14, 2022

Customer relationship management (CRM) is a strategy and methodology that revolves around using data and feedback to build authentic, meaningful relationships with prospects and customers, keeping them connected and loyal to your company. What is customer relationship marketing? . CRM software helps enable these efforts.

Customer Relationship Management 118

Customer Relationship Management Customer Relationship CRM Social Media 118

Shep Hyken

DECEMBER 9, 2022

We explore these questions and offer some tips on how to improve your customer journey. . What do customers expect from contact centers? . In order to provide an excellent customer experience, it’s important that your customer journey is aligned with customer expectations. The takeaway?

Contact Center 108

Contact Center Sales Omnichannel CRM 108

Fonolo

MAY 6, 2021

The contact center industry boasts some of the most intelligent and innovative CX technologies out there. One of the most talked about in recent years is the Visual IVR, for its hugely positive impact on customer experience. Customer Experience Leaders Share Their Industry Trend Predictions for 2021.

CX 132

CX Contact Center Omnichannel Customer Relationship Management 132

ECXO

DECEMBER 25, 2024

The Changing Landscape of Customer Expectations Over the last decade, customer expectations have evolved dramatically, reshaped by advancements in technology, the proliferation of online shopping, and the increasing availability of personalized services. Todays customers expect companies to: 1.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

SugarCRM

DECEMBER 6, 2017

For many, CRM trends for the New Year seem pointless for three main reasons: long technology development cycles, the industry’s obsession with one or two big ideas over the course of multiple years, and journalists’ penchant for trends that are either too obvious or too outlandish to really drive value. This must change.

CRM 54

CRM Machine Learning B2C AI 54

SugarCRM

FEBRUARY 28, 2022

CRM is a multi-billion-dollar industry estimated to reach a by 2027. CRM solutions are now considered an essential investment for delivering excellent customer experiences in the long term. We also don’t have a clear picture of what causes the poor customer experiences impacting customer churn, satisfaction, and retention.

CRM 49

CRM Customer Retention Net Promoter Score AI 49

SugarCRM

AUGUST 27, 2024

For decades, manufacturers struggled to anticipate demands, better manage resources, and ensure streamlined operations to meet customer expectations and remain relevant and profitable. What we'll Cover: CRM-Driven Analytics in Manufacturing CRM-driven analytics leverages data analysis tools to gather insights from customer data.

Manufacturing 49

Manufacturing CRM ML Predictive Analytics 49

TeamSupport

DECEMBER 20, 2023

Embrace Omnichannel Support In 2024, customers expect seamless support across various channels. Embracing an omnichannel approach ensures that customers can switch between channels without losing the context of their requests. Bottom line: Your customers get resolutions faster, regardless of the path they took to get there.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

Hodusoft

NOVEMBER 24, 2021

Along came the new struggles for call centers such as adjusting to remote work setups, technology adaptation challenges, and trying to stay afloat and keep the numbers up amidst financial upheaval. As the customer support function evolves, so do call center software features. What do customers expect? CRM Integration.

Social Media 105

Social Media Artificial Intelligence CRM Omnichannel 105

Callminer

APRIL 26, 2017

First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). The term is self-explanatory: a contact center’s ability to resolve customer problems, questions or needs the first time they call , with no follow-up required. Again, this is where technology comes into play.

Contact Center 140

Contact Center Social Media Customer Satisfaction Customer Relationship Management 140

Zendesk

SEPTEMBER 16, 2022

Humans and technology. In those films and television shows, technology is often depicted as being wildly disruptive, even malevolent. While Hollywood gives us exaggerated stories for entertainment, it does offer a lens into how technology and methodologies can upend how we live. What is conversational CRM?

CRM 52

CRM Sales Entertainment Omnichannel 52

ECXO

MAY 29, 2024

This extremely challenging scenario of the modern business environment makes it essential for organizations to prioritize surpassing customer expectations. This involves delving deep into the nuances of customer needs and adopting an adaptable and responsive approach.

CX 156

CX Innovation E-commerce Real Estate 156

ECXO

OCTOBER 30, 2024

Similarly, in the realm of customer experience, personalization is key. Customers today expect brands to understand their preferences, behaviors, and needs. Implementing data analytics and customer relationship management (CRM) tools can help businesses tailor their offerings and communication effectively.

Customer Experience 156

Customer Experience Social Media Artificial Intelligence CX 156

Hodusoft

AUGUST 17, 2022

How omnichannel creates seamless customer service experience. The increasing competition due to demanding customers, technological disruptions, and shopping behavior patterns have changed the traditional course of action. . Let’s not forget that over 90% of customers expect seamless interactions across all channels. .

Omnichannel 98

Omnichannel Customer Service Contact Center Touchpoint 98

Customer Think

APRIL 26, 2024

The budget is in flux and customers expecting more. This article will set you up to success with the right knowledge of conversational and generative AI in the system. For a sales professional, its always hectic. To cope up with […]

CRM 59

CRM AI Customer Expectations Sales 59

Aquire

MAY 19, 2021

Gartner sums it up nicely as: “The practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy. Trying to improve the finance customer experience and meet rising customer expectations?

Customer Experience Management 105

Customer Experience Management Customer Experience Customer Journey Map Net Promoter Score 105

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Customers want to feel seen. The solutions are all based on a customer’s specific preferences, behaviors, and needs.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

ECXO

SEPTEMBER 30, 2024

Training sessions can be designed to foster empathy and a deeper understanding of each team’s role in the customer journey. o Leverage Technology for Collaboration In an era of digital transformation, leveraging technology to enhance collaboration is essential.

Sales 156

Sales Customer Experience Innovation Customer Feedback 156

Callminer

AUGUST 6, 2019

Make sure any call center software you consider is capable of integrating with your CRM, social networking tools, helpdesk software and even marketing tools. Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media. Customers expect nothing less.

Contact Center 140

Contact Center VOC Social Media Artificial Intelligence 140

Comm100

DECEMBER 2, 2021

In 2021, evolving customer experience trends shook up the financial services industry. Customers demanded digital services to meet their needs, and as organizations rose to the demand, these high customer expectations led to innovative new services. Technology investment boom. billion globally in banking.

Customer Experience 98

Customer Experience Omnichannel Machine Learning Social Media 98

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” If any of those items aren’t covered, it’s time to reassess and update your call center technology. Use technology like speech analytics . You’ll base specific goals on existing KPIs, customer expectations, tech stacks, and budgets.

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sports 142

Execs In The Know

MARCH 14, 2022

These main areas include technology integrations, operational efficiencies, workforce optimizations and customer experience. Let’s talk more about the front-and-center transformation that the majority of people are exposed to, the customer experience side. All of this is why the time for digital CX transformation is now.

CX Transformation 122

CX Transformation CX Contact Center Start-ups 122