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 456

Customer Experience Social Media Predictive Analytics AI 456

ECXO

AUGUST 12, 2024

MarTech-Driven Transformation: Navigating the Future of Customer Experience Introduction In today’s fiercely competitive business landscape, delivering a superior customer experience (CX) is not just an advantage—it’s essential. The ECXO is an open access CX Professional Business Network.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. But CX isnt just about making things easier its a major competitive advantage. So, what does a CX Manager actually do on a daily basis? Lets take a closer look!

CX 117

CX Customer Experience Net Promoter Score NPS 117

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 489

Customer Experience VOC Net Promoter Score Government 489

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. How can you utilize this knowledge to enhance customer experience (CX)?

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

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. This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

Experience Investigators

DECEMBER 10, 2024

What if you could transform customer dissatisfaction into a golden opportunity for building trust and loyalty? Join me, Jeannie Walters, on this episode of the Experience Action Podcast, where we explore the art of managing customer expectations and strategies for when reality doesn’t quite meet those expectations.

Customer Expectations 52

Customer Expectations Gaming Customer Relationship CX 52

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). Similarly, in the realm of customer experience, personalization is key.

Customer Experience 156

Customer Experience Social Media Artificial Intelligence CX 156

ECXO

JULY 10, 2024

The simplicity of NPS fails to capture the complexities of customer relationships and experiences, which are vital for improving satisfaction. Companies like Toyota and Samsung in Asian markets have found that while NPS gives a quick snapshot, it doesn’t delve deeply into changing customer expectations and perceptions.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

eglobalis

OCTOBER 9, 2024

Challenges : Balancing internal resources with customer expectations is always a challenge. It’s important to set realistic timelines and communicate them clearly to customers. Likewise, if the feature is accepted but will take time, setting clear expectations helps maintain strong customer relationships.

Customer Feedback 529

Customer Feedback Compliance Innovation B2B 529

Intercom, Inc.

OCTOBER 22, 2020

And a recent study from Deloitte found that two-thirds of customers will switch brands entirely due to a poor customer experience. Customer expectations are higher than ever, and this acts as a forcing function, inspiring companies to think about their customers’ entire journey from acquisition to onboarding and support.

CX 218

CX Voice of the Customer Close the Loop Sentiment Analysis 218

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

ECXO

JULY 26, 2023

We thought it would be helpful to decode the strategies that CX leaders use to break away from the pack. Our focus in this article is on leveraging real-time customer data to provide richer, meaningful end-to-end customer experiences at every touchpoint. Brands have unprecedented access to customer data and digital footprints.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

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 Touchpoint 156

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

Fonolo

MAY 6, 2021

The contact center industry boasts some of the most intelligent and innovative CX technologies out there. One of the most talked about in recent years is the Visual IVR, for its hugely positive impact on customer experience. Six Crucial CX & Contact Center Trends That Will Shape 2021. Read on for a crash course! The results?

CX 132

CX Contact Center Omnichannel Customer Satisfaction 132

Experience Investigators

JANUARY 18, 2022

Why does Customer Experience Training Matter? 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. I like to define Customer Experience as: A mindset.

Education 137

Education CX Customer Feedback Customer Experience 137

Beyond Philosophy

MAY 12, 2021

When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance. Could we face a big gap between what customers expect and what organizations are prepared to deliver when we emerge from this past year? . Technology Can Help.

Customer Expectations 88

Customer Expectations Machine Learning AI Technology 88

CSAT.AI

FEBRUARY 15, 2023

The customer service industry is constantly evolving and improving, and agile principles are a valuable component. Agile principles are based on the idea that customer service should be flexible and adaptive to changing customer needs. Customer service teams should constantly be looking for ways to improve CX (and EX too).

CX 98

CX Contact Center Sentiment Analysis Innovation 98

Experience Investigators

AUGUST 20, 2024

Why does Customer Experience Training Matter? 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 no, you can’t just say “be customer-obsessed” and hope for the best.

Education 102

Education CX Artificial Intelligence Start-ups 102

Execs In The Know

NOVEMBER 6, 2024

By addressing these situations proactively, organizations can transform negative experiences into positive ones, strengthening customer relationships in the process. The Importance of Service Recovery in CX When an issue isn’t resolved on the first call, the organization’s response can make all the difference.

Customer Retention 52

Customer Retention Sentiment Analysis Contact Center Compliance 52

Beyond Philosophy

MAY 1, 2021

Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. It widens every second between what customers expect and what many organizations can provide as we come out of the COVID-19 pandemic. This podcast is sponsored by Verint.

Customer Expectations 60

Customer Expectations Predictive Analytics Management Consulting Customer Relationship 60

Zendesk

OCTOBER 5, 2022

“We were able to make the Qumu support team a competitive advantage, and we know for sure this wouldn’t have been possible if we had stayed with the previous solution,” says Chad Sears, Vice President of Customer Success at Qumu. Focus on customer experience improvements to build loyalty and reduce churn. gated-cta-in-post].

Innovation 98

Innovation CX Omnichannel Predictive Analytics 98

SurveySensum

AUGUST 26, 2020

Why do you need to measure the ROI of your CX program? . To answer simply, how are you going to design, measure, and optimize your CX program if you don’t know its return on investment? . CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom.

CX 98

CX E-commerce Customer Acquisition Net Promoter Score 98

DMG Consulting

JANUARY 10, 2022

How to Make 2022 The Year of the CX. DMG respectfully suggests that companies position 2022 as the year of the customer experience (CX) and that they make the investments and changes that will enable them to deliver on their promise of providing an enhanced and differentiated customer relationship.

Net Promoter Score 83

Net Promoter Score CX Contact Center Gaming 83

CommBox

NOVEMBER 22, 2022

If the self-service app cannot efficiently handle a query, or worse, doesn’t work at all, the customer will have no other option but to pick up the phone. . When used correctly, the combination of an AI chatbot and a live agent in the loop, both available to customers on business messaging apps, can greatly enhance the CX.

CX 98

CX E-commerce Net Promoter Score NPS 98

SurveySensum

OCTOBER 2, 2024

Customer Experience Management vs. Customer Relationship Management – What are the Key Differences? Good customer experience goes beyond a transaction — it’s about making your customers feel heard, valued, and understood. But as customer expectations evolve, so do the tools to manage them.

Customer Relationship Management 52

Customer Relationship Management Customer Experience Management Customer Relationship CXM 52

Retently

MARCH 16, 2022

What is the role of Customer Success? SaaS companies were the early adopters of Customer Success, as customer retention started to become a real challenge. The Customer Success Manager (CSM) is thus not a passive role. Difference in Focus between Customer Support and Customer Success.

Net Promoter Score 160

Net Promoter Score Customer Retention Customer Relationship NPS 160

SurveySensum

SEPTEMBER 30, 2019

Happy Customer Experience Day! 1 st October is a CX Day, founded by Customer Experience Professionals Organization (CXPA). It’s the best time to check how your organization is taking initiatives to celebrate the spirit of the customer experience program. CX is a new brand. How you’re celebrating CX day?

Net Promoter Score 69

Net Promoter Score E-commerce CX Customer Experience 69

Hodusoft

DECEMBER 26, 2024

A study conducted by Microsoft found that 66 percent of customers use at least three different communication channels to contact customer service. Another research by Twilio revealed that 91 percent of customers expect omnichannel communication from organizations. Read on and thank us later! phone, chat, social media).

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

Comm100

APRIL 16, 2025

Customer support teams are under more pressure than ever. Rising support ticket volumes, rising customer expectations, fewer available resources, and the need for fast, accurate responses are stretching agents thin. Eliminate Repetition, Not Quality Free your agents from repetitive tasks without sacrificing response quality.

AI 52

AI Start-ups Engineering CX 52

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. Lets dig in.

Customer Experience 52

Customer Experience Customer Journey Map Touchpoint CX 52

Comm100

APRIL 15, 2025

With next generation reasoning capabilities and a new AI engine, the Comm100 AI Agent offers advanced capabilities and performance, unlocking greater efficiency gains for CX support teams. For instance, if a customer asks for a refund, the Comm100 AI Agent can be configured to execute specific workflows and give tailored responses.

AI 52

AI Engineering CX Start-ups 52

Experience Investigators

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

SugarCRM

JULY 30, 2024

Meeting those expectations and consistently delivering reliable experiences has become a priority for enterprises across all industries. But how do you keep up with evolving customer behavior, needs, and preferences? Through customer relationship management and CRM tools, to be more exact.

Customer Relationship Management 49

Customer Relationship Management Customer Relationship Predictive Analytics CRM 49

Retently

OCTOBER 23, 2024

Yet, with plenty of options available just a click away, customers expect far more than just a simple transactional relationship. Timing : Send the survey shortly after the customer abandons their cart, while the purchase is still fresh in their mind. For more complex or long-term products (e.g.,

Retail 111

Retail CX NPS Touchpoint 111

Lumoa

FEBRUARY 9, 2023

B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167