eglobalis

FEBRUARY 3, 2025

CRM, ERP, and marketing platforms) to create a 360-degree view of the customer. Japan: Hitachi Hitachi has been leveraging AI in its social innovation business since 2013. How It Helps Companies Overcome Challenges: Challenge: B2B companies often struggle with delivering relevant content to diverse customer segments.

B2B 387

B2B AI Predictive Analytics Sentiment Analysis 387

eglobalis

MARCH 24, 2025

A major telecommunications company faced significant challenges integrating AI solutions into their legacy billing and CRM systems, limiting AI efficacy to basic queries only. Integration and Data Silos A primary barrier to effective AI deployment is the complexity of integrating AI systems with existing legacy platforms.

Contact Center 328

Contact Center AI Compliance Machine Learning 328

eglobalis

OCTOBER 9, 2024

Clayton Christensen old quote: “Customers don’t buy products; they hire them to do a job.” – This quote from the father of “disruptive innovation” highlights the idea that customers’ needs are more about solving a problem or fulfilling a job rather than just wanting specific features.

Customer Feedback 513

Customer Feedback Compliance Innovation B2B 513

eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. Cross-Functional Innovation : Employees in flat organizations often have greater exposure to different departments, leading to more diverse ideas and creative problem-solving.

CX 446

CX Finance Customer Journey Map Innovation 446

eglobalis

JUNE 27, 2024

IKEA’s vision of creating a better everyday life is reflected in their commitment to sustainability, affordability, and innovative design. Philips focuses on improving people’s health and well-being through meaningful innovation, aligning their culture with this vision through extensive training programs and open communication.

Customer Experience 455

Customer Experience VOC Net Promoter Score Government 455

ECXO

DECEMBER 25, 2024

A company that ignores these expectations risks becoming irrelevant, no matter how competitive its pricing or how innovative its product offerings may be. Heres why this is crucial for sustainable growth: Informed decision-making: Insights gathered from customers can drive innovation, identify opportunities, and uncover inefficiencies.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

ECXO

JULY 29, 2024

Coca-Cola’s vision of refreshing the world and inspiring moments of optimism is reflected in their commitment to sustainability and innovation. Vodafone focuses on connecting for a better future through meaningful innovation, aligning their culture with this vision through extensive training programs and open communication.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

ECXO

JUNE 23, 2024

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. This could include CRM systems, customer success platforms, and even AI-driven tools that can predict customer behavior.

CX 358

CX Customer Satisfaction Innovation Education 358

Uniphore

JANUARY 4, 2022

At Uniphore Converse 2022, enterprise executives from CX to Sales will learn the latest innovations in automation, conversational AI and emotion intelligence. Be the first to learn about the latest innovations in automation, conversational AI and emotion intelligence. Learn from Industry Experts. Mark Smith Analyst, Ventana Research.

Contact Center 317

Contact Center AI Innovation Customer Retention 317

eglobalis

JULY 2, 2024

CRM Integration : Correlate feedback data with customer profiles and transaction history for deeper insights into behavior and preferences. Customer-Centric Culture : Foster a culture where feedback is valued and acted upon at all levels, promoting continuous improvement and innovation.

NPS 456

NPS Customer Feedback Net Promoter Score B2C 456

ECXO

APRIL 29, 2024

It’s a fascinating tale of desire, aspiration, and constant innovation. Now, let’s talk innovation. This can include AI-driven chatbots for initial inquiries, CRM systems to provide service representatives with comprehensive customer histories, or IoT devices that offer personalized experiences.

CX 283

CX Innovation Machine Learning Technology 283

Execs In The Know

MARCH 31, 2025

Led by Vanessa Hardy-Bowen , Director of Guest Care & Contact Centers, Spirit Airlines took a strategic approach to AI integration, turning challenges into opportunities to innovate. Spirit implemented a CRM that connected all customer touch points, empowering agents with a full customer interaction history and loyalty data.

AI 78

AI Customer Experience Net Promoter Score Legal 78

Fonolo

APRIL 10, 2019

Contact center software and CRM software have been on a slow collision course for decades. Well, it would be great to look at how companies were paying for the whole “customer service” apparatus and see which share is going to CRM companies versus call center companies. He said “The CRM vendors have won the battle of the desktop.

Contact Center 98

Contact Center CRM Gaming Customer Service 98

ECXO

AUGUST 19, 2024

Samsung (South Korea) : Rigorous A/B testing frameworks optimize both software and hardware solutions, ensuring innovative and user-friendly products. Salesforce (USA) : Multivariate testing optimizes the CRM platform, refining user experience and driving higher adoption rates.

Customer Experience 369

Customer Experience Customer Journey Map Net Promoter Score B2B 369

Totango

APRIL 6, 2023

With more focus on revenue retention, this new solution enables customers to easily and effectively manage opportunities within Totango, or across Totango and Salesforce for instances that have integrated with the CRM. And stay tuned for some exciting announcements on Totango product innovations coming soon!

Innovation 92

Innovation Outlook CRM Touchpoint 92

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

eglobalis

JULY 31, 2024

HubSpot provides an all-in-one marketing, sales, and service platform with tools for email marketing, CRM, social media management, and analytics, enabling businesses to streamline their customer engagement processes. Businesses will need to align their MarTech strategies with these values to build trust and loyalty.

Customer Experience 430

Customer Experience Social Media Predictive Analytics AI 430

Intercom, Inc.

JULY 15, 2021

Here are some tactics innovative companies are using to generate more leads and close bigger deals, faster with Intercom: 1. Intercom works with your CRM and marketing automation tools to keep deals moving through the pipeline. . Keep your CRM data accurate . View other CRM integrations. Salesforce. Amplitude Engage.

CRM 232

CRM Sales Start-ups Innovation 232

ECXO

OCTOBER 30, 2024

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

Customer Experience 156

Customer Experience Social Media Artificial Intelligence CX 156

Zendesk

OCTOBER 5, 2022

Turning customers into loyalists requires a more innovative approach to customer relationship management. Conversational CRM represents a new era in customer service where businesses are focused on building relationships instead of closing tickets. See how Zendesk powers innovative CX for software and cloud services companies.

Innovation 98

Innovation CX Omnichannel Predictive Analytics 98

Customer Think

NOVEMBER 9, 2023

CRM is usually one of them for most of us. CRM or “Customer Relationship Management,” is an essential component of any successful business. You could be looking to brush up on your knowledge of or gain a deeper understanding of several terms and phrases that are used frequently in business contexts these days.

CRM 59

CRM Innovation Customer Relationship Management Customer Relationship 59

Intercom, Inc.

JANUARY 28, 2019

The problem has an abstract statement (“I can’t connect conversations in Intercom with my user record in my CRM”), a reason it’s a problem (“using Intercom would make my sales process too inefficient for SDRs who would have to copy and paste all day”) and then instance details (“I need to see sales conversations in the Hubspot CRM”).

Sales 193

Sales CRM Innovation 193

Callminer

MAY 12, 2020

To learn how innovative software tools can improve the customer experience across multiple customer engagement channels, download our white paper, The Guide to Customer Engagement Analytics. CRM solutions help to connect the dots between the many moving parts of your company’s customer interactions.

Compliance 182

Compliance CRM Legal Customer Relationship Management 182

ECXO

AUGUST 21, 2024

They are willing to learn from mistakes, embrace new technologies, and innovate to improve the customer experience continually. Innovate Continuously Innovation is the key to staying ahead in the CX game. 3. Foster a Culture of Innovation: Encourage your team to think creatively and bring new ideas to the table.

CX 156

CX Social Media Touchpoint Predictive Analytics 156

Execs In The Know

MARCH 13, 2025

Thats the dream Alvin Stokes , Vice President of Global Guest Reservations, Service Operations & CRM at Princess Cruises , painted for the audience as he closed out the Customer Response Summit (CRS) with his compelling mainstage keynote. But this wasnt just a vision.

Hospitality 59

Hospitality Hospitality Touchpoint Contact Center 59

SugarCRM

SEPTEMBER 24, 2024

As such, collaborative manufacturing became a central theme in modern manufacturing, powered by CRM tools. Until recently, CRM software has been associated with sales and marketing, helping companies manage their relationships with customers and streamline sales processes. Here’s where CRM tools enter the scenario.

Manufacturing 48

Manufacturing CRM Innovation Customer Feedback 48

Intercom, Inc.

DECEMBER 12, 2018

The reasons for this growth – high-velocity economics of software innovation, the migration of money from old media to new media, etc. We’ve held close to 100 webinars with Zoom and the user experience for the business (it hooks into your CRM very nicely) and for participants (the video quality is unparalleled) is next level.

Technology 223

Technology Technology B2C B2B 223

Intercom, Inc.

JUNE 22, 2021

These platform dynamics have led to the emergence of API-first apps that are designed to connect and deeply integrate with your existing messaging, CRM, and prospecting technology to streamline communication and enhance each touchpoint of the sales motion – without having to “rip and replace” entire sales systems.

Technology 233

Technology Technology Sales Customer Expectations 233

ECXO

MAY 29, 2024

Cross-functional teams are instrumental in spearheading ongoing enhancements and fostering innovation to ensure the delivery of exceptional customer experiences. Increased Innovation: The collaborative energy of having all necessary stakeholders in one room can spark creativity and innovation.

CX 156

CX Innovation E-commerce Real Estate 156

Customer Think

JULY 24, 2024

Innovations in CRM for the service industry are helping organisations collect, analyse and process customer information more and more efficiently while automating most business processes. Using CRM allows companies to communicate more effectively with their customers and increase profits.

CRM 52

CRM Innovation Technology Technology 52

Win the Customer

SEPTEMBER 12, 2023

In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. Embracing Technology: A Gateway to Innovation 1. By harnessing the power of tools like CRM systems and advanced analytics platforms, businesses can make data-driven decisions to enhance the customer experience.

Innovation 59

Innovation Customer Experience Omnichannel Social Media 59

ECXO

SEPTEMBER 30, 2024

The waitstaff pushes for speed and innovation, while the chefs advocate for careful preparation and consistency. On the other hand, internal teams like product development may focus on innovation, feature quality, and adherence to timelines. o Loss of Competitive Edge In a competitive market, agility and innovation are key.

Sales 156

Sales Customer Experience Innovation Customer Feedback 156

ECXO

MAY 14, 2024

Adaptability and Innovation: H2H encourages businesses to view their operations from a more human-centric lens, leading to innovative solutions tailored to real human needs and desires. H2H interactions build trust, as businesses are seen as more than just entities but as communities of people working towards shared goals.

B2C 156

B2C B2B Artificial Intelligence Non-Profits 156

Execs In The Know

JULY 30, 2024

Freshpet’s commitment to its Pet Parents and their beloved pets, innovative customer care strategies, and dedication to sustainability are the cornerstones of its success. In consumer care, we use a sophisticated CRM system to track and analyze consumer interactions. Our partnership with rePurpose will remove an estimated 4.5

Innovation 52

Innovation Customer Experience Predictive Analytics Manufacturing 52

Intercom, Inc.

JUNE 19, 2018

Moreover, when new innovations are developed for the customer support industry, they are often framed as a way to cut costs rather than offering better service. A new breed of innovative businesses, like Monzo, is going the other way. 1 obstacle for these executives.

Customer Expectations 216

Customer Expectations Real Estate Start-ups Machine Learning 216

Callminer

FEBRUARY 23, 2021

This means using open technologies to be agile according to constraints and integrate the innovations of tomorrow.” ” – Michelle Wildenauer, 5 Key Customer Loyalty and Engagement Trends for 2021 , Destination CRM; Twitter: @destinationCRM. Self-service options will be used across industries to curb call volume.

Technology 376

Technology Technology E-commerce Contact Center 376

ECXO

JULY 26, 2023

Ensure that the solution integrates seamlessly with your existing technology stack, including CRM, marketing automation, and data analytics tools. Choose a solution that can handle large volumes of real-time data and scale with your business growth. Data security and compliance should be prioritised to protect sensitive customer information.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296