eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. At the same time, B2B customer expectations have risen.

CX 258

CX CX Transformation B2B B2C 258

eglobalis

NOVEMBER 3, 2024

In my article “The Hidden Flaws of NPS: Why Better New Alternatives Are Emerging for Your Business” , I discussed how over-reliance on NPS can provide an incomplete view of the customer experience. ” [link] HubSpot, “B2B Customer Experience: What it Is and How to Execute it Right.” This is why.”

CX 523

CX B2B Innovation Sentiment Analysis 523

eglobalis

JULY 25, 2024

In contrast, European companies, including those in the UK, tend to focus more on product quality and regulatory compliance, sometimes at the expense of the customer experience. Influencers and Thought Leaders in CX In Europe, the landscape of CX thought leadership and practical application presents unique challenges.

Customer Experience 512

Customer Experience Innovation CX Omnichannel 512

CX Accelerator

NOVEMBER 11, 2022

Empathy – the ability to put yourself in another person’s shoes – is a necessary trait for CX Designers. PROJECT/PROGRAM MANAGEMENT When it comes time to turn your CX-transforming initiatives from theory into reality, a project manager will be required. The first person we would hire would be the Head of CX.

CX 307

CX Customer Journey Map CX Transformation Government 307

Futurelab

MARCH 20, 2022

The COVID-19 pandemic has amplified existing customer expectations and created new and unexpected ones. Their findings are presented in The 2022 State of CX Report. There are a lot of foundational elements that should be in place for the success of the transformation, including establishing a governance structure.

CX 130

CX CX Transformation Government Start-ups 130

Lumoa

FEBRUARY 9, 2023

B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

CX Journey

APRIL 24, 2015

But imagine the surprise and delight customers would feel if, tomorrow, these companies suddenly appeared as transformed organizations, ready to treat employees and customers well, do right by both, and deliver the experience customers expect. Fact: Transforming the customer experience is extremely challenging.

CX 80

CX CX Transformation Education Customer Experience 80