ECXO

OCTOBER 7, 2024

The Thrilling Journey of a Customer Experience Leader: The 10+1 list I often get asked about my job as a Customer Experience (CX) leader and what I do on a daily basis. But before I get into that, I want to talk about what it really means to be a Customer Experience (CX) leader.

Customer Experience 363

Customer Experience CX Innovation Customer Satisfaction 363

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 328

Customer Experience Social Media Predictive Analytics AI 328

Adrian Swinscoe

OCTOBER 2, 2024

Customers are generally not happy with the experiences they are having with brands. Last month, Forrester published the US 2024 Customer Experience (CX) Index, which found […] The post Factors driving the gap between customer expectations and satisfaction first appeared on Adrian Swinscoe.

Customer Expectations 130

Customer Expectations CX Customer Experience 130

eglobalis

NOVEMBER 3, 2024

Originally posted at [link] Introduction In the realm of business-to-business (B2B) interactions, customer experience (CX) is often approached through standardized frameworks and prescriptive methodologies, frequently rooted in models from major industry analysts like Gartner, Forrester, and others.

CX 433

CX B2B Innovation Sentiment Analysis 433

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. Understanding Customer Needs and Expectations A successful CX strategy begins with a thorough understanding of your customers and what they value.

Customer Experience 372

Customer Experience Net Promoter Score VOC Scorecard 372

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. The state of a customer’s satisfaction or dissatisfaction can instantly influence the state of the business.

CX 325

CX Customer Experience Social Media Sentiment Analysis 325

eglobalis

NOVEMBER 5, 2024

Brian Solis’s journey is one of consistent foresight and evolution, making him one of the most impactful voices in the fields of digital transformation, customer experience, and innovation. WTF) – Defining Customer Experience (CX) What’s the Future of Business? What’s the Future of Business?

Innovation 391

Innovation CX Social Media Entertainment 391

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

eglobalis

AUGUST 13, 2024

Rivalry and Collaboration: How the Titans Samsung & Apple Set the New CX Standard of Excellence Introduction In the dynamic and highly competitive world of consumer electronics, two giants consistently stand out: Samsung and Apple. Customer Experience (CX): Samsung: Samsung’s CX is heavily influenced by its technological innovations.

CX 445

CX Innovation Manufacturing Technology 445

ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? The third sin is poor communication.

Customer Experience 290

Customer Experience Net Promoter Score VOC Innovation 290

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.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” The C-suite needs see, if there was a (customer) problem, yo.you solved it.

CX 261

CX Customer Experience Non-Profits Contact Center 261

ECXO

APRIL 29, 2024

posts header on ECXO The Eternal Search for the Silver Bullet in CX Let’s embark on a journey, a quest if you may, in the eternal search for the silver bullet in CX to solve all problems at once. In reality, the quest for the silver bullet in CX is akin to the search for the Holy Grail in medieval legends. Far from it!

CX 279

CX Innovation Technology Technology 279

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. The 8 skills required by any CX team are: Strategy. Customer Insights/Measurement/Analytics.

CX 307

CX Customer Journey Map CX Transformation Government 307

ECXO

OCTOBER 30, 2024

Reflections on The Matrix: A Journey into the Depths of Customer Experience The Matrix, a groundbreaking film sequence first released in 1999, has captivated audiences with its thought-provoking narrative, stunning visuals, and philosophical undertones. However, the actual experience can differ significantly from these expectations.

Customer Experience 156

Customer Experience Social Media Artificial Intelligence CX 156

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. This article will help you understand what a CX strategy is and how to build one by.

CX 182

CX Customer Experience Non-Profits Contact Center 182

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. This article will help you understand what a CX strategy is and how to build one by.

CX 182

CX Customer Experience Non-Profits Contact Center 182

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? This teaches us the importance of balance.

CX 156

CX Social Media Predictive Analytics Net Promoter Score 156

ECXO

JULY 1, 2024

Sky-rocketing customer experiences using the power of psychology Check out this amazing insight! It’s mind-blowing how psychology and customer experience are connected, and how the theories of Jung and Lacan can unlock a whole new level of understanding.

Customer Experience 347

Customer Experience Social Media Gaming Innovation 347

Customer Think

AUGUST 15, 2024

Introduction Article originaly posted at: [link] Experimentation methods are critical for enhancing Customer Experience (CX) programs by validating hypotheses, identifying improvement areas, and ensuring that new initiatives resonate with both partners and customers.

Innovation 137

Innovation Customer Experience CX Customer Expectations 137

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

Customer Think

DECEMBER 19, 2022

A recent Marketoonist cartoon hits on the secret to delivering a personalized customer experience (CX). While a personalized CX seems to be high on […]. A little girl on Santa’s lap asks, “with iOS privacy changes and cookies going away, how will you even know if I’m naughty or nice?” Santa’s response?

Customer Expectations 115

Customer Expectations Omnichannel Customer Experience CX 115

Bill Quiseng

OCTOBER 9, 2024

So, I encourage you to remind yourself and your colleagues every day about each one of The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience. I am here to tell you that if you’re not in the Top Three, you don’t even exist in the minds of your potential customers. Here’s why. But I digress.

Customer Service 173

Customer Service Customer Experience Social Media Customer Loyalty 173

Execs In The Know

OCTOBER 28, 2024

John Caldwell , Target’s Senior Director of Team Member Service Centers, invites us to see how Target’s customer experience (CX) strategy and success isn’t just about what’s on the shelves—it’s about how they support the people who make the magic happen.

Innovation 52

Innovation CX Artificial Intelligence Customer Experience 52

CX Accelerator

AUGUST 19, 2019

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.

CX 345

CX Customer Journey Map Touchpoint Customer Satisfaction 345

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. This shift from a sales-centric to a customer-centric approach led to a more transparent and trustworthy sales process, improving the overall customer experience.

Customer Experience 308

Customer Experience Start-ups Customer Feedback Sales 308

Execs In The Know

AUGUST 27, 2024

Americans are more dissatisfied with the customer service they receive than ever before. According to the latest Forrester Customer Experience Index (CX Index™) , this year marks the third consecutive decline in CX quality. The overall CX Index score has now hit a record low of 69.3, set in 2017.

CX 105

CX AI Contact Center Machine Learning 105

ECXO

AUGUST 6, 2024

Future Thinking: A Complex and Multifaceted Ability that Deeply Influences Customer Experience On Customer Experience, future thinking involves envisioning and planning for future needs, preferences, and behaviors of customers. This creates a positive customer experience as customers feel understood and valued.

Customer Experience 171

Customer Experience Innovation Education Government 171

ECXO

SEPTEMBER 4, 2024

How Stoic Philosophy Can Help You Up Your Customer Experience Game Stoicism in Customer Experience? If you read my previous articles, you know that I am a big fan of studying psychology and philosophy, as well as finding ways to apply these concepts in companies to improve customer experience. Yep, It Works.

Gaming 156

Gaming Customer Experience Customer Service CX 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

ECXO

APRIL 13, 2023

Navigating the Complexities of Customer Experience Across European Cultures Article source here : CX maturity models in Europe vary from country to country. Others are more advanced in adopting, implementing and optimising customer-centric strategies. How does CX maturity stack up? These are all challenges.

Customer Experience 156

Customer Experience B2B CX Hospitality 156

ECXO

APRIL 12, 2021

Customer Experience and Service Management; meeting along the Customer Journey. The Customer Journey is an important common denominator between the CX and Service Management frameworks. Although their approaches may differ, both share the common goal of realising a great customer experience.

Customer Experience 296

Customer Experience Net Promoter Score Customer Journey Map CX 296

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? This extremely challenging scenario of the modern business environment makes it essential for organizations to prioritize surpassing customer expectations.

CX 156

CX Innovation E-commerce Real Estate 156

Experience Investigators

FEBRUARY 13, 2024

Ready to navigate the choppy waters of customer expectations? Take a seat with Jeannie Walters as we chart a course through the complex seas of customer experience management challenges. Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn !

Customer Expectations 52

Customer Expectations CX Customer Experience Management Technology 52

SurveySensum

SEPTEMBER 23, 2024

Ever felt like you were walking a tightrope, trying to keep your customers happy without falling off the edge? To ace the CX walk, you must find the sweet spot between meeting customer expectations and wowing them. Brands that nail CX see revenue jump by 4-8%, leaving the industry average in the dust.

CX 52

CX Customer Experience Social Media CRM 52