ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. B2B customers will notice that commitment.

CX Transformation

ECXO

DECEMBER 25, 2024

Companies that can master the balance between driving growth and fostering genuine, positive interactions with their customers are not just survivingthey’re thriving. Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant.

Customer Experience

eglobalis

JANUARY 7, 2025

Real-world examples show that B2B companies leveraging Design Thinking report improved customer satisfaction, increased loyalty, and streamlined processesdirectly impacting their bottom line. It is particularly effective in navigating complex ecosystems involving multiple stakeholders.

B2B

Execs In The Know

MARCH 31, 2025

by Mike Myer, CEO and Founder of Quiq Customer expectations in the airline industry have reached new heights, and delivering a standout experience is no longer optional. The results speak for themselves: A 20+ point increase in Net Promoter Score (NPS) , reflecting improved customer satisfaction.

AI

Win the Customer

NOVEMBER 25, 2024

Key Benefits of AI in Customer Service 24/7 Availability: AI-powered systems can provide round-the-clock support, ensuring that customers can get help whenever they need it. Quick Response Times: AI can process and respond to customer inquiries instantly, reducing wait times and improving customer satisfaction.

AI

Win the Customer

JANUARY 9, 2025

In today’s fast-paced digital world, customers expect quick and convenient solutions to their problems. This is where customer self-service comes in.

AI

ECXO

FEBRUARY 3, 2025

Turning the Tables: Why a Proactive Sales Process is the Ultimate Customer Experience Hack Introduction In the fast-paced world of sales, one thing is clear: the customer experience can make or break your success. Actions You Can Take: Regularly ask customers how you can improve their experience.

Sales

Comm100

DECEMBER 16, 2024

Proactive engagement AI triggers personalized messages or offers based on customer behavior, such as browsing specific pages or abandoning a cart. Increases conversion rates and improves customer satisfaction by addressing needs before they reach out. Ongoing learning is also essential.

Customer Service

Retently

MARCH 17, 2025

Key Metrics to Include: CSAT/NPS Trends : Did customer satisfaction shift? Product Launch Performance : What were the most common customer questions about the new release? They analyze patterns, surface insights, and highlight key takeaways to improve the overall customer journey. Agent Performance Whos performing well?

Actionable Insights

SurveySensum

OCTOBER 30, 2024

Simple – understanding who your customers are, what they expect, and what motivates them. And that’s where customer profile surveys come in! How are they helpful in giving you actionable insights into customer expectations to tailor your products, services, and marketing strategies? Let’s find out!

Customer Journey Map

InteractionMetrics

JANUARY 31, 2025

Finding the right customer satisfaction survey company can make or break your ability to measure customer satisfaction and gain actionable insights. The best firms do more than simply collect customer feedbackthey help you interpret data, identify pain points, and enhance customer satisfaction.

Customer Satisfaction

eglobalis

JUNE 3, 2025

Quantitative Global Data Supporting the Umbrella Model Global Consumer Surveys (Salesforce, Qualtrics, Forrester) Salesforce ‘s State of the Connected Customer report found 79% of customers expect consistent interactions across departments , yet only 54% believe they actually receive it.

AI

CX Journey

JULY 23, 2025

Everyone owns part of the customer experience. Customer Metrics in KPIs and Incentives Tie Net Promoter Scores, customer satisfaction ratings, or sentiment drivers into performance reviews or team metrics. Well, for starters, you’re using the customer voice in your business like no one else in your industry is.

Mystery Shopping

SurveySensum

DECEMBER 4, 2024

The answers to these questions can point out where banks need to improve, what new things they can try out, and how to boost customer satisfaction and loyalty. In banking, it is crucial to gauge customer satisfaction and loyalty. NPS metric is used to gauge a business’s customer satisfaction and loyalty.

NPS

Execs In The Know

FEBRUARY 10, 2025

Businesses that integrate technology thoughtfullynot as a replacement for human agents, but as a tool to enhance efficiency and reduce stresswill be best positioned to deliver the fast, personalized service customers demand. Businesses that prioritize the well-being and engagement of their agents see a direct impact on customer satisfaction.

Contact Center

eglobalis

MARCH 13, 2025

The message is clear investing in CX transformation isnt just a nicety, its a catalyst for revenue growth, customer loyalty, and competitive advantage. At the same time, B2B customer expectations have risen. Todays B2B buyers expect seamless, personalized experiences on par with their B2C consumer experiences.

CX

BeyondPhilosophy

DECEMBER 26, 2024

Listen to the podcast: The American Customer Satisfaction Index, a customer satisfaction survey that happens once a quarter, has a stat stuck in my brain: it’s only increased by four points since 1994. Also, they’re reactive to customer demands but don’t measure customer satisfaction.

Customer Satisfaction

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. Another valuable sources of insight in this process comes from open-ended responses in customer satisfaction surveys like NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and CES (Customer Effort Score).

CX

Hodusoft

JANUARY 30, 2025

An omnichannel contact center solution empowers businesses to meet these expectations by unifying all communication channels into a single platform, ensuring consistent interactions and personalized support at every touchpoint. Enhanced customer satisfaction, improved retention rates, and stronger brand loyalty that drives business growth.

Contact Center

CX Journey

JULY 30, 2025

If you haven’t spent time listening to employees or shadowing their work, it’s impossible to understand how their experience is shaping your customers’. And if your employees feel unsupported, customers will feel it, too. Employee engagement scores sit in one system, while customer satisfaction scores are in another.

Customer Experience

SurveySensum

OCTOBER 17, 2024

It helps you decode the true potential of customer data and open up new growth avenues. By leveraging customer feedback analytics solutions, businesses can gain insights to drive customer satisfaction and loyalty to identify areas where the team falls short.

Customer Feedback

Win the Customer

DECEMBER 21, 2024

The modern customer expects personalized, seamless, and proactive experiences. As a product manager, you’re tasked with delivering on these expectations while navigating the complexities of a rapidly evolving technological landscape. I hope this blog post is helpful!

AI

RateMyService

APRIL 22, 2025

Statements such as improved customer satisfaction or exceeding customer expectations are vague when unaccompanied by quantified cost savings and/or revenue opportunities! Rather than gut feelings and happy customer anecdotes, CFOs want solid evidence. Lead with Clarity: Whats the businesscase?

Net Promoter Score

Hodusoft

APRIL 16, 2025

At HoduSoft, we have helped telecom companies and communication service providers of various sizes manage high call volumes efficiently without compromising on customer satisfaction or service quality. The sheer volume of incoming calls daily affects agent performance, which in turn affects customer satisfaction.

Contact Center

Lightico

MARCH 5, 2025

Lengthy onboarding & verification processes Customers expect instant digital onboarding, customers expect instant digital onboarding and seamless account verification when interacting with financial services, insurance providers, and many enterprise institutions ranging from healthcare to power utilities.

Compliance

CommBox

APRIL 3, 2025

When agents lack visibility into why a customer is reaching out, conversations often start with frustrating back-and-forth questions that waste time and create friction. Studies show that 71% of customers expect personalization from agents, that they know their history and context without having to repeat information.

E-commerce

SurveySensum

OCTOBER 16, 2024

Business survey questions are a set of targeted questions designed to gather feedback from your customers, employees, or clients to understand what’s working well and what needs improvement in your business. You can ask questions about customer service, product quality, pricing, or even future needs. times greater revenue growth.

Text Analytics

eglobalis

DECEMBER 17, 2024

This dual approach enhances response time , reduces operational costs , and improves customer satisfaction. Businesses must shift focus toward implementing AI-infused customer service systems that seamlessly integrate human empathy with AI precision to deliver frictionless experiences.

AI

Retently

MAY 5, 2025

Reports show that 1 in 3 customers will switch brands after a single bad service experience. If a customer has a delivery issue, gets stuck in a return loop, or asks a slightly unusual question, a bot can easily become a blocker instead of a help. This gap in satisfaction becomes even more obvious post-purchase.

AI

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! The list is very long indeed.

Contact Center

Hodusoft

APRIL 2, 2025

.” The irony, however, is that the contact centers of telecom companies can do better when it comes to responding to customers’ queries and resolving their issues. Be it the huge volume of contact requests or keeping up with the rising customer expectations, telecom contact centers face a wide array of issues in the present times.

Contact Center

SurveySensum

MAY 7, 2025

Ticket analysis turns reactive service into proactive action, boosting efficiency and customer loyalty. Customer support analytics matters because 45% of customers expect their issues to be resolved in the very first interaction. And when you meet that expectation, loyalty, and trust follow close behind.

Sentiment Analysis

InteractionMetrics

MARCH 13, 2025

We provide comprehensive text analysis services that include sentiment analysis to deliver actionable insights you can use to improve the customer experience. Customer satisfaction surveys: Open-ended responses paired with sentiment analysis show why customers gave certain scores.

Sentiment Analysis

CX Network

JUNE 20, 2025

Ejieme Eromosele, VP of customer growth, also at Quiq, shared a furniture retailer use case for end-to-end CX support , explaining that the retailer used agentic AI for “everything from hiring and answering product questions, recommending items, to tracking orders and handling account related inquiries.”

AI

SurveySensum

MARCH 5, 2025

For example , an e-commerce company struggled with inconsistent customer service due to delayed agent reviews. By using call center text analytics, managers provided real-time feedback, improving agent performance and customer satisfaction. Alert relevant parties to customer satisfaction risks.

Text Analytics

Experience Investigators

JANUARY 7, 2025

You may follow specific metrics like customer retention, customer lifetime value, and overall customer satisfaction. No matter where you are in your customer experience journey, the CX strategy will provide the direction you need to drive meaningful improvements and prove your results to executives.

Customer Experience

eglobalis

MAY 13, 2025

Enterprise vendors like Medallia concede this shift; at a 2025 industry conference, Medallias CEO remarked that B2B organizations must move beyond siloed, survey-centric programs to truly understand customers. Any customer complaints or issues shall be addressed promptly, with corrective actions taken as necessary.

B2B