ECXO

OCTOBER 23, 2024

Customer Service + AI = Customer Success 3.0 In the current extremely competitive (and sometimes even aggressive) market landscape, in which the power of the purchasing decision is in the hands of the customers and that quality and agility have become a given, organizations strive to provide exceptional customer experiences.

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Intercom, Inc.

JULY 28, 2020

No one ever starts a business intending to provide a poor customer experience. Either stay personal with customers or get efficient. Efficiency meant deflecting customer interactions through impersonal forms and “do not reply” emails. Customers now expect both. Customers expect conversational experiences.

Start-ups 290

Start-ups Customer Expectations Business Growth Customer Relationship 290

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

Intercom, Inc.

JUNE 24, 2020

The Conversational Support Funnel helps modern support teams provide personal, efficient support to customers, at any scale. Here’s the predicament: today, customer expectations are at an all time high. Providing a great customer experience is no longer optional – it’s essential to business survival.

Gaming 210

Gaming Customer Loyalty Customer Expectations Customer Experience 210

ECXO

MARCH 5, 2024

Revolutionize Your Business with Customer-centric Solutions using Design Thinking As we sail through the digital age, organizations worldwide are riding the wave of digital transformation to enhance customer experience. It resulted in faster time to market, improved user experience, and ultimately, a happier customer base.

Innovation 294

Innovation Gaming Customer Satisfaction Start-ups 294

PeopleMetrics

OCTOBER 25, 2017

Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? Forrester’s Customer Experience Council 2017 member survey shows that 79% of all respondents believe that measuring customer experience is a top priority. The ROI customer experience.

CEM 122

CEM Customer Experience VOC Government 122

PeopleMetrics

AUGUST 18, 2015

It also taught me how good customer experience strategy depends on meeting the expectations of individual customers. The Diner: Customer experience served cheap, fast, and without fuss. Speedy service was the name of the game. The Dining Room: Fresh ground pepper on your customer experience?

Customer Experience 108

Customer Experience Gaming Customer Expectations 108

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. Why Do You Need to Elevate Customer Experience?

Customer Experience 110

Customer Experience E-commerce Technology Technology 110

ClearAction

DECEMBER 16, 2017

What is Customer Experience Collaboration? Collaboration like this across your entire company is what’s needed to win customer experience championships. Collaboration like this across your entire company is what’s needed to win customer experience championships. Lynn Hunsaker. It’s 360-degree collaboration.

Customer Experience 89

Customer Experience Sports Non-Profits Gaming 89

Intercom, Inc.

NOVEMBER 18, 2020

With customer expectations and conversation volumes on the rise, businesses need a way to effectively deliver on-demand, personal support while maintaining customer satisfaction. In fact, we discovered that 33% of customer support conversations are currently assisted by automation, and there’s a clear demand for more.

Customer Satisfaction 223

Customer Satisfaction B2C Healthcare Customer Expectations 223

ECXO

APRIL 29, 2024

But, over time, as companies grew and markets became more complex, maintaining a high-quality customer experience became a more intricate issue. Imagine a single solution, a magical tool, a secret sauce, that can solve all the challenges related to customer experience in one fell swoop. Far from it!

CX 283

CX Innovation Machine Learning Technology 283

Intercom, Inc.

MARCH 28, 2022

More than ever, creating an exceptional customer experience should be top of mind for every team – but to do that, they need to be able to work together seamlessly. That is, in order to stay competitive, businesses need to put customers first by creating engaging, personalized customer experiences.

Business Growth 228

Business Growth Touchpoint Sales Technology 228

Intercom, Inc.

FEBRUARY 24, 2021

They should be able to use all this extra information to offer a more personal, tailored customer experience and effective support, surely? Well, it’s not quite that simple – despite the influx of customer conversations, it can be hard to derive meaningful insights from all that data.

ML 243

ML Machine Learning Customer Satisfaction Actionable Insights 243

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. Why Do You Need to Elevate Customer Experience?

Customer Experience 92

Customer Experience E-commerce Technology Technology 92

Doing CX Right

OCTOBER 20, 2020

The reason is that the most reputable brands, like Starbucks, proactively LISTEN to customers and use feedback to deliver personalized experiences that exceed customer expectations. The best in class companies also care about employee views and empowers their staff to deliver customer excellence.

Gaming 69

Gaming VOE VOC Close the Loop 69

Aquire

SEPTEMBER 18, 2021

If you really want to get ahead of your competition, you should have a great customer experience strategy. Customer experience (or CX) is where most companies compete nowadays as product and price have become less important in the eyes of customers. What is a customer experience strategy?

Customer Experience 98

Customer Experience Social Media Omnichannel AI 98

Beyond Philosophy

JULY 25, 2020

In this episode of The Intuitive Customer, we delve into the idea of the Illusion of Control and why it is essential to how you design your Customer Experience. You can see humans under the influence of the Illusion of Control when they participate in superstitions or pre-game rituals before sporting events.

Sports 157

Sports Gaming Sales Customer Expectations 157

Steven Van Belleghem

DECEMBER 6, 2021

When customers do purchase the NFT, they are more likely to feel more connect to the brand and become a fan an advocate. Sydney Brouwer, Author & Keynote Speaker on Customer Experience & Customer-Centricity: The rising value of the customer service hero.

CX 123

CX Customer Experience Non-Profits Social Media 123

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

Customer Experience 98

Customer Experience Omnichannel Social Media Touchpoint 98

Intercom, Inc.

JULY 8, 2020

Today’s customers expect, and are demanding, more – and that’s exactly why we’ve leaned into conversational support at Intercom. Conversational support engages our customers with a messenger-based experience that’s at once personal and efficient. Out with the old: disjointed customer experiences.

Social Media 203

Social Media Contact Center Customer Expectations Gaming 203

Intercom, Inc.

DECEMBER 8, 2020

Modern customers expect quick, personal, and effective service. To provide this, you must understand how your customer experience stacks up against these expectations. Taking this transparent approach to customer service can help you foster trust and advocacy among users. Customer satisfaction.

Customer Satisfaction 211

Customer Satisfaction Customer Expectations Machine Learning Start-ups 211

Experience Investigators

MARCH 23, 2021

But if you’re not careful, these steps may sabotage customer experience, leading to more customers complaining, leaving, then telling everyone they know why your company (and you) stink! As employees gain experience and move up in the organization, they often get farther away from customers. Worry about your pond.

Customer Experience 98

Customer Experience Contact Center Close the Loop Invoicing 98

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. Why Do You Need to Elevate Customer Experience?

Customer Experience 83

Customer Experience E-commerce Technology Technology 83

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Steven Van Belleghem

NOVEMBER 27, 2022

What we’re also starting to see in customer experience is that the influence zone of a brand is increasing. But it’s more and more linked to the customer experience as well because an increased amount of customers expect organizations to become part of the solution. A growing influence sphere.

Customer Experience 96

Customer Experience CX Start-ups Gaming 96

DMG Consulting

DECEMBER 3, 2024

CX 2025: Navigating the Mega Trends December 2024 2024 was another tumultuous year for the customer experience (CX) market with the entrance of many new artificial intelligence (AI)-enabled products. AI is an unprecedented game changer that we’re only beginning to understand, even as it evolves at an amazingly rapid pace.

CX 59

CX Artificial Intelligence Outlook AI 59

Intercom, Inc.

AUGUST 13, 2020

Unifying the company around the customer. Most companies talk a good game about providing a seamless customer experience. Caught in the middle are customers who bear the burden of having to repeat information and replay conversations. At Sprinklr, Yoli has taken a sledgehammer to these long-standing silos.

Social Media 209

Social Media AI Sales B2B 209

Beyond Philosophy

JULY 22, 2021

For example, one of the recent debates asked the question, is Customer Experience the new marketing? . Sherman is the Director of Customer Experience and employee engagement by day and the founder of DoingCXRight.com by night. In my view, I do not think Customer Experience replaces traditional marketing.

Customer Experience 88

Customer Experience Close the Loop Finance Start-ups 88

SurveySensum

MARCH 5, 2025

This misunderstanding can lead to poor customer experiences, incorrect responses, and even lost business. By leveraging NLP, contact centers can analyze conversations with greater accuracy, enabling you to truly understand your customers and respond effectively. Positive sentiment (praise) I have an outstanding balance.

Text Analytics 52

Text Analytics AI Sentiment Analysis Contact Center 52

Intercom, Inc.

JUNE 16, 2020

Companies like Apple, Netflix, and Slack have proven the profitability of a customer-centric ethos. Take Slack – this one-time gaming startup has grown from a new way of working into the way of working and is now worth over $20 billion. If speed is one factor in meeting customer expectations, another is completeness.

Customer Loyalty 237

Customer Loyalty Social Media Gaming Customer Relationship 237

Inside Customer Service

APRIL 8, 2021

What is a customer service wow? Wow customer service is an experience that exceeds the customer's expectations. There are three basic outcomes in any customer service interaction: Good service is when the experience meets expectations. You might even upset customers if you don’t do it.

Sports 176

Sports Contact Center Retail Customer Service 176

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience.

Customer Experience 78

Customer Experience CX Net Promoter Score Unstructured Data 78

Aquire

NOVEMBER 17, 2021

Customer experience has become the ultimate competitive advantage. The customer experience battleground. The customer experience battleground. Creating good customer experiences (CX) is top of mind for most companies. And, even now, the global CX market size is still expected to grow 17.5

Retail 98

Retail Customer Experience B2C Omnichannel 98

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 78

Customer Experience ML Social Media CX 78

SurveySensum

MAY 7, 2025

Thats where support ticket analysis flips the game. It helps you decode what customers are asking for, track the right help desk ticket metrics, and use smart customer support analytics (and yes, a bit of AI) to stop issues before they blow up. Improve overall experience Ensure every touchpoint is responsive and personalized.

Sentiment Analysis 52

Sentiment Analysis Machine Learning Net Promoter Score AI 52

Futurelab

MARCH 20, 2022

The COVID-19 pandemic has amplified existing customer expectations and created new and unexpected ones. This article features the key findings from the report that I find the most significant to thrive in this new era of customer experience. I originally wrote today’s post for Momentive.ai. and Europe.

CX 130

CX CX Transformation Government Start-ups 130