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. A truly effective CX strategy goes beyond basic customer interactions, integrating every aspect of the organization to provide seamless and high-quality customer engagement.

Customer Experience 380

Customer Experience Net Promoter Score VOC Scorecard 380

eglobalis

NOVEMBER 19, 2024

Designing Adaptive Supply Chain Technologies #CX #AI #design #Al #algorithms Share on X Challenges: Supply chain AI systems often struggle with data silos and variability in global operations. Real-time processing requires robust infrastructure.

B2B 451

B2B Agriculture CX AI 451

eglobalis

OCTOBER 1, 2024

To facilitate collaboration between CX (Customer Experience) and Finance, the company can set a shared KPI related to customer retention rates and link it to financial performance metrics. Encouraging departments like Sales and CX to share customer feedback in these meetings can also help Marketing tailor its strategies more effectively.

CX 347

CX Finance Customer Journey Map Innovation 347

ECXO

NOVEMBER 25, 2024

Use quantitative tools : Leverage surveys, CRM data, and market analytics to determine whether a request is a widespread need. Example: When Salesforce received requests for deeper CRM integration, it didn’t simply respond to the enterprise client asking for it. Challenges: Vocal customers often overshadow silent majority preferences.

B2B 391

B2B Engineering Innovation CRM 391

ECXO

AUGUST 19, 2024

Customer Experience Experimentation: Your Final Frontier Introduction Customer Experience (CX) is a critical battleground in today’s competitive market. To excel, businesses must continuously refine their CX strategies, and one of the most effective ways to do this is through strategic experimentation.

Customer Experience 369

Customer Experience Customer Journey Map Net Promoter Score B2B 369

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 369

Customer Experience Net Promoter Score VOC Government 369

ECXO

JUNE 7, 2023

Join us by subscribing to this exceptional webinar via the following Zoom link: [link] Additionally, we invite you to become a valued member of the open-access CX professional Business Network by clicking here: [link]. Robert has extensive experience as a CRM campaign manager and has taken CRM into the cloud.

Customer Experience 240

Customer Experience CRM Omnichannel CX 240

ECXO

JULY 10, 2024

In customer experience (CX), metrics like CSAT and CES face similar limitations. Return on Investment (ROI) : Calculates profitability from specific CX investments. CRM Integration : Correlating feedback with customer profiles for deeper insights. The Broader Critique of Singular Metrics The issue with NPS is not unique.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

LitmusWorld

SEPTEMBER 13, 2021

CRM vs CEM – Why using only CRM platforms can kill your CX programme Customer Relationship Management (CRM) and Customer Experience Management (CEM) may sound like they both serve the same purpose – both deal Read more… Why using only CRM platforms can kill CX appeared on LitmusWorld.

CRM 85

CRM CEM CX Customer Relationship Management 85

ECXO

AUGUST 21, 2024

Become the King Midas of CX Once upon a time in ancient Greece, a king named Midas was absolutely crazy about gold. My focus here is to give you some tips on how you can be successful in your CX journey. The ECXO is an open access CX Professional Business Network. And guess what? 2.

CX 156

CX Social Media Predictive Analytics Net Promoter Score 156

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 297

B2B Customer Experience Touchpoint B2C 297

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 328

Customer Experience Social Media Predictive Analytics AI 328

Zendesk

OCTOBER 12, 2021

All that constant communication is made possible in part by Customer Relationship Management (CRM) technology. Sales reps use CRM systems to capture every interaction, keep contact info up to date, and manage accounts of all sizes. We’ve created a CRM buying guide that covers the following key factors: Table of contents.

CRM 98

CRM Outlook Sales Social Media 98

eglobalis

OCTOBER 9, 2024

A large enterprise client requested deeper integration with their proprietary CRM system. If you found this article helpful, feel free to share it and connect with me on LinkedIn My previous articles include: Why Silos in 2020’s CX Aren’t Your Real Problem—And What You Should Focus on Instead – [link] Can you really make a choice?

Customer Feedback 441

Customer Feedback Innovation Compliance B2B 441

Customer Think

JANUARY 3, 2023

The CRM Playaz asked me about my take on CRM for 2023. CRM in terms of concept and software is quite mature, after all it is around for quite some time. Of course, I happily supplied an answer … So, here we are. It went through some iterations and spun out into other areas, being more transactionally […].

CRM 94

CRM CX Technology Technology 94

Taylor Reach Group

MAY 1, 2020

In a recent post, we looked at the cost of providing a poor Customer Experience (CX). Your Customer Relationship Management (CRM) system may make that easy for you, offering you a report of recent interactions from which to choose. Just CLICK HERE to schedule a free consultation.

CX 140

CX Net Promoter Score Customer Relationship Management NPS 140

ECXO

JULY 26, 2023

We thought it would be helpful to decode the strategies that CX leaders use to break away from the pack. Insights on identity, interactions, behaviour and attitudes that help you identify, and predict, CX issues and opportunities. First, let’s explore some of the ways real-time data can transform your CX.

Predictive Analytics 296

Predictive Analytics Education Touchpoint CX 296

eglobalis

JULY 2, 2024

In CX, the same applies to CSAT, CES, and whatever. Return on Investment (ROI) : Calculates profitability from specific CX investments over time, comparing gains against costs. CRM Integration : Correlate feedback data with customer profiles and transaction history for deeper insights into behavior and preferences.

NPS 373

NPS Customer Feedback Net Promoter Score B2C 373

ECXO

MAY 29, 2024

The Transformative Power of Cross-Functional Teams in Upgrading CX We all know the crazy and competitive landscape we are currently living in, right? Salesforce leverages cross-functional teams to continuously innovate its customer relationship management (CRM) solutions. Let’s make some music!

CX 156

CX Innovation E-commerce Real Estate 156

Fonolo

MAY 6, 2021

The contact center industry boasts some of the most intelligent and innovative CX technologies out there. Six Crucial CX & Contact Center Trends That Will Shape 2021. When combined with a Customer Relationship Management (CRM) tool, you can store this data to create more personalized interactions with your customers in future.

CX 132

CX Contact Center Omnichannel Customer Relationship Management 132

ECXO

DECEMBER 25, 2024

For businesses, this means the bar for customer experience (CX) is perpetually rising. 153 Listening to Customers: The Foundation of CX and Growth At the heart of exceptional CX lies the ability to listen and act on customer feedback. Excellent CX involves setting boundaries and managing expectations transparently.

Customer Experience 156

Customer Experience Social Media CX Innovation 156

Execs In The Know

MARCH 14, 2022

Why is customer experience (CX) a critical piece of digital transformation? Where should you start when it comes to digital CX transformation? Even though where to start your digital CX transformation depends on your organization’s specific requirements, there are some key areas our customers have seen success with.

CX Transformation 122

CX Transformation CX Contact Center Start-ups 122

Zendesk

MAY 11, 2022

This is a step beyond what a traditional CRM has offered. Legacy CRMs are an acknowledged nucleus for many customer contact points, but these solutions only track interactions at specific moments in time, without providing the full context of what was shared. Do better business with conversational CRM. The proof is in the data.

CRM 98

CRM B2C Compliance Customer Relationship 98

Experience Investigators

JANUARY 18, 2022

It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ ’ CX is much more than these, though. We recommend training on the basics, like: What the heck is CX and why does it matter? A strategy. A business discipline.

Education 137

Education CX Customer Feedback Customer Experience 137

Lumoa

FEBRUARY 6, 2018

Companies do marketing, sales and CRM – the customer does the experience! If your business isn’t interested in CX then it’s effectively saying “we don’t care who buys our product, as long as somebody does” – this WILL find you out in today’s connected, empowered world. CX is a tough business. It’s more than just digital.

CX 121

CX Customer Experience Education Machine Learning 121

CX Network

OCTOBER 25, 2023

We explain the strategies, processes and tech associated with customer relationship management

Customer Relationship Management 111

Customer Relationship Management Customer Relationship CRM 111

Experience Investigators

AUGUST 20, 2024

Customer Experience (CX) is commonly misunderstood as reactive customer service, support, or even just ‘being nice to customers.’ CX is much more than these, though. And that training can feel tactical and task-driven, like explaining how to track customer records in a Customer Relationship Management (CRM) platform.

Education 102

Education CX Artificial Intelligence Start-ups 102

Experience Investigators

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. Is this the same as Customer Relationship Management, or CRM?

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Smart Customer Service

JULY 17, 2024

Barry Cooper sat down with CRM magazine writer Phillip Britt at the recent NICE Interactions conference in Las Vegas for a one-on-one interview. Featured on

CRM 98

CRM CX 98

Lumoa

APRIL 24, 2018

In doubts, I wanted to reach out to the thought leaders and influencers to know what they think of NPS, or rather, according to the best traditions of NPS, if they would recommend NPS to a fellow CX colleague. How likely are you to recommend Net Promoter System to your CX colleagues? (on Peter Lavers Customer Experience and CRM Expert.

NPS 126

NPS CX Net Promoter Score Close the Loop 126

Experience Investigators

OCTOBER 17, 2023

Customer experience (CX) has become a critical factor in the success of businesses worldwide. THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. I’m seeing too many CX leaders who are not given the right authority or influence they need to be successful.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Lumoa

MAY 19, 2020

While the potential revenue losses are enough to get any CEO’s attention, many companies still aren’t making CX a priority. Here are a few ways that you can show the value of CX and make it easier for your CEO to get on board with it. Choosing the right CX vendors is a challenge because there are so many options on the market.

CX 97

CX CX Transformation Customer Experience Start-ups 97

ECXO

OCTOBER 30, 2024

As I reflect on this cinematic masterpiece, with the experience and knowledge I have acquired since then, I find intriguing parallels between its themes and the modern concept of customer experience (CX). At its core, The Matrix invites viewers to question the nature of reality.

Customer Experience 156

Customer Experience Social Media Artificial Intelligence CX 156

Experience Investigators

SEPTEMBER 19, 2023

It’s understandable for CX leaders to want to address everything, everywhere, all at once. There are several common mistakes that I see CX teams make. Let’s dig into seven CX program pitfalls so you can avoid them! CX Mistake #2: Setting Unattainable CX Goals CX goals are often really just wishes.

CX 90

CX Net Promoter Score Artificial Intelligence Invoicing 90

UJET

OCTOBER 22, 2020

This is state-of-the-art CX for the modern shopper. To accomplish this goal, ByNext unified their customer relationship management (CRM) tool with UJET’s contact center platform to ensure every agent had all important customer information readily available. Embraces Mobile as More Than a Channel.

Omnichannel 90

Omnichannel Contact Center CX CRM 90

Fonolo

FEBRUARY 14, 2023

Most marketing CRM software has these capabilities, so it makes sense to harness their power for your contact center. CRM integration The more background information an agent has on a customer, the more effective their support will be. That’s where customer relationship management (CRM) tools really shine.

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

ECXO

MAY 11, 2023

They know that CX maturity is not an end game. But, as we discussed in a recent post, there is still work to do in Europe to improve CX maturity and transition to customer-centric models. You must first have a clear understanding of your current level of CX maturity in terms of your CX,your products and services design.

Customer Journey Map 156

Customer Journey Map CX Transformation CX Education 156