eglobalis

OCTOBER 1, 2024

For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities. A practical example is creating a steering committee that includes representatives from marketing, sales, customer service, IT, finance, and operations. The result?

CX 405

CX Finance Customer Journey Map Innovation 405

eglobalis

FEBRUARY 3, 2025

Introduction In todays digital age, the relationship between technology and customer experience (CX) has become almost inseparable. For instance, Oracle uses its Oracle CX Unity platform to unify customer data across touchpoints , enabling businesses to create personalized experiences at scale.

B2B 337

B2B AI Predictive Analytics Sentiment Analysis 337

ECXO

APRIL 24, 2024

gdcvte Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges Part I The article was originally posted here: [link] Seamless customer experiences and clear interfaces are two key elements leveraged by successful tech enterprise to generate adoption, with design being the key to overcoming solution complexity.

CX 317

CX B2B Compliance Sales 317

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 Government 380

ECXO

JUNE 23, 2024

The Double Agents of CX: Who are they and what do they do? This may involve investing in a robust customer relationship management (CRM) system, customer engagement platforms, and analytics tools to gain valuable insights into customer behavior and preferences. The post The Double Agents of CX: Who are they and what do they do?

CX 358

CX Customer Satisfaction Innovation Education 358

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 422

Customer Experience Net Promoter Score VOC Government 422

ECXO

DECEMBER 25, 2024

Happy customers are more likely to return and spend more, contributing to the bottom line in a way that chasing sales numbers alone can’t always achieve. 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

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 329

B2B Customer Experience Touchpoint B2C 329

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 378

Customer Experience Social Media Predictive Analytics AI 378

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 368

Customer Experience Customer Journey Map Net Promoter Score B2B 368

PeopleMetrics

FEBRUARY 13, 2025

Modern AI-driven VoC platforms can integrate directly with CRM or point-of-sale systems via APIs, making it easier to get the right feedback to the right people at the right time. Your role as a CX or market research professional? AI is streamlining this process by automating data extraction and survey triggers.

VOC 109

VOC Legal AI Sentiment Analysis 109

Zendesk

OCTOBER 12, 2021

Sales technology has come a long way from the Rolodex and the post-it note. Sales teams can now connect with leads and clients in more ways than ever before, from emails to phone calls to video conferences. All that constant communication is made possible in part by Customer Relationship Management (CRM) technology.

CRM 98

CRM Outlook Sales Social Media 98

ECXO

DECEMBER 4, 2024

In contrast, customer success in manufacturing leans heavily on relationship-building, product reliability, and post-sales support. In contrast, manufacturing companies are more transactional, focusing on individual sales. HubSpot : As a CRM platform, HubSpot frequently rolls out new tools and features.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

ECXO

SEPTEMBER 30, 2024

Harmonizing Success: How Sales Teams Can Collaborate with Internal Teams to Enhance Customer Experience The ongoing conflict between sales teams and internal departments can really mess up the customer experience, leading to mixed-up interactions and disappointed expectations.

Sales 156

Sales Customer Experience Innovation Customer Feedback 156

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. You don’t want to inadvertently step into the middle of a sensitive negotiation.

CX 140

CX Net Promoter Score Customer Relationship Management NPS 140

Lightico

MARCH 5, 2025

The Persistent Friction Between Compliance, IT, and CX Enterprises have always struggled to balance regulatory compliance, IT development, and customer experience (CX). Traditionally, compliance requirements have introduced friction in CX, resulting in delays, cumbersome customer journeys, and lower satisfaction.

Compliance 52

Compliance CX Customer Experience Healthcare 52

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 CX Touchpoint 296

Zendesk

DECEMBER 21, 2021

Just like last year, though, sales are in a unique place as buyers continue to work remotely, online sales increase, and the pandemic leaves companies on edge. Despite everything, your company’s goal for the coming year is probably the same as always: to grow and increase sales revenue. CX expectations are on the rise.

Sales 98

Sales Social Media CRM B2B 98

SurveySensum

DECEMBER 27, 2024

CRM From an internal viewpoint, its useful for your employees to have a solid understanding of your customers. It plays a key part in ensuring consistency within your customer service , no matter where they are in the sales journey. Get a Live Demo Free Forever No Feature Limitation No Credit Card Required Sign Up For Free 5.

Technology 52

Technology Technology Artificial Intelligence CX 52

Retently

NOVEMBER 27, 2024

Measuring Success: Metrics to Monitor Conclusion Did you know that global ecommerce sales are expected to hit a jaw-dropping $8.1 With the industry growing at lightning speed, brands face a golden opportunity to scale like never before – but it’s not as simple as setting up a website and waiting for sales to roll in. trillion by 2027

Sales 148

Sales Social Media Predictive Analytics Start-ups 148

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

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 B2B 98

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

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 121

CX Customer Experience Education Machine Learning 121

Callminer

FEBRUARY 23, 2021

Omnichannel analytics will be used to unify and improve CX. Sales and service are being brought together as one. Aligning sales and service helps customer service agents deliver more personalized customer experiences, which naturally leads to better business outcomes.

Technology 376

Technology Technology E-commerce Contact Center 376

CommBox

FEBRUARY 9, 2022

Every business’ survival lies in successful sales at a large scale, but selling your products and services is no easy task. This article will share interesting facts about sales and provide essential tips on getting more leads and boosting conversions to sales. . Sales Take More than a Great Product . Let’s show you how.

Sales 98

Sales Omnichannel CRM Finance 98

SugarCRM

OCTOBER 18, 2021

I was listening today to one of my favorite industry podcasts called CRM Playaz , hosted by two intelligent dudes, Paul Greenberg and Brent Leary. At the front end of the show, they debated the topic of “is it CRM or CX?” Many in the (legacy) CRM industry have recast the sector as the CX industry.

CRM 49

CRM CX E-commerce Sales 49

Zendesk

JULY 21, 2021

The world of sales isn’t so different from the world of fishing. Win over more leads by following the advice of sales professionals who’re closing sales day in and day out. We tapped a few top sales leaders to share their customer-centric approach that’ll help you turn those nos into yeses.

Sales 98

Sales Start-ups Outlook Technology 98

Zendesk

SEPTEMBER 16, 2022

Zendesk’s latest CX Trends Report provided a glimpse into what consumers are thinking and feeling today. But there is a silver lining—enter conversational CRM. What is conversational CRM? Conversational CRM was born from growing customer expectations and the dominance of digital communication over the past decade.

CRM 52

CRM Sales Entertainment Omnichannel 52

Fonolo

FEBRUARY 14, 2023

Sales and marketing Modern contact center agents are no longer just support reps — they’re key parts of your sales and marketing team, too. Sales and marketing automation involves setting up sequences to move the sales cycle along while improving overall conversion.

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

SugarCRM

MARCH 17, 2022

Top industry experts consider CX transformation projects the primary fuel that drives business growth in the last 12 months. We stand out from the crowd through our commitment to delivering innovative technology that enables high-definition customer experiences (HD-CX).

CRM 52

CRM Artificial Intelligence Machine Learning Innovation 52

SugarCRM

MAY 28, 2021

360-degree view) sounds attractive with improved understanding, higher quality engagement, and increased sales. But is the reality living up to the promise, and is your CRM actually costing your business revenue? According to our CRM and Sales Impact Report, customer churn is costing companies $5.5 million a year.

CRM 52

CRM Artificial Intelligence AI CX 52

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

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 Social Media 156

UJET

OCTOBER 22, 2020

This is state-of-the-art CX for the modern shopper. More than half of all ecommerce sales are expected to come from a mobile device by 2021. When you build your API integrations as an afterthought, you wind up with duplicate, incomplete, and even lost data as your contact center vies with your CRM for authority.

Omnichannel 90

Omnichannel Contact Center CX CRM 90

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

JANUARY 7, 2025

An intentional, proactive customer experience (CX) has unmatched power for attracting new customers and earning their lifelong loyalty. To really deliver for your customers and your organizational goals and achieve scalable growth by operationalizing CX you need a calculated CX strategy. Ready to set up for success?

Customer Experience 52

Customer Experience Customer Journey Map Touchpoint CX 52