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 480

Customer Experience VOC Net Promoter Score Government 480

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. This is evident in the power of online reviews, social media shares, and word-of-mouth recommendations.

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

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). This could be achieved through platforms that encourage user-generated content, forums for discussion, or social media engagement.

Customer Experience 156

Customer Experience Social Media Artificial Intelligence CX 156

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 116

CX Customer Experience Net Promoter Score NPS 116

SurveySensum

MARCH 3, 2025

Social Media Text Analytics. But, what is it, and how does it work for social media monitoring? What is Social Media Text Analytics? Lets now understand how social media text analytics helps monitor social media. How Text Analytics Help Brand in Social Media Monitoring?

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 52

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

eglobalis

JULY 2, 2024

Companies such as Toyota and Samsung, prominent in Asian markets, have found that while NPS provides a snapshot, it lacks depth in identifying evolving customer expectations and perceptions over time. In CX, the same applies to CSAT, CES, and whatever. The exact same criticism can be made about every metric for everything.

NPS 480

NPS Customer Feedback Net Promoter Score B2C 480

ECXO

FEBRUARY 10, 2025

But to the customer, especially one in a rush, those five minutes feel like an agonizing eternity. If youre not aware of how time and perception shift based on customer expectations, youre setting yourself up for disappointment, negative reviews, and lost sales. Customer frustration is born from mismatched expectations.

Customer Experience 173

Customer Experience Construction Social Media Customer Expectations 173

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 Touchpoint Predictive Analytics 156

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. Negative Word-of-Mouth and Online Reviews A single bad customer experience can have a huge ripple effect.

Sales 259

Sales Customer Experience E-commerce Start-ups 259

Hodusoft

AUGUST 9, 2021

EasyFive Reasons Why E-commerce Players Need Social Media Contact Center Software. Branding has long been used by businesses to drive emotional connection and brand recall in customers. Many e-Commerce players using Social Media Contact Center Software for better CX. Multi-channel communication.

E-commerce 105

E-commerce Social Media Contact Center Omnichannel 105

Callminer

FEBRUARY 23, 2021

As the data privacy debate further develops worldwide and with consumers growing increasingly weary of data breaches, make sure you train your customer support team to understand why privacy matters in the eyes of regulators and consumers alike.” “While customer expectations might be rising, budgets are shrinking.

Technology 376

Technology Technology E-commerce Contact Center 376

Retently

MARCH 17, 2025

Table of Contents Weekly, Monthly, Quarterly & Yearly CX Reports: Whats the Difference? And thats exactly what CX reports help with not just reacting to problems, but preventing them. But, heres the challenge – not all CX reports are useful. Weekly, Monthly, Quarterly & Yearly CX Reports: Whats the Difference?

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

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

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 fourth sin is inconsistency.

Customer Experience 290

Customer Experience VOC Net Promoter Score Innovation 290

Experience Investigators

JULY 20, 2021

Eventually, the organization gets to a point where they are applying CX best practices and doing what needs to be done for actual Customer Experience Management. Related: Customer Experience Management Defined: How is it Different than CX? How Customer Experience Maturity Splinters. All good so far, right?

CX 131

CX Close the Loop Social Media Voice of the Customer 131

ECXO

JULY 1, 2024

Here are some elements to consider: Observation of Societal Symbols and Narratives: Companies can study popular culture, literature, films, art, and even social media trends to identify prevailing symbols and narratives. This sense of identity and belonging can greatly enhance the customer experience.

Customer Experience 358

Customer Experience Social Media Gaming Innovation 358

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

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 59

AI Artificial Intelligence Social Media Machine Learning 59

Experience Investigators

OCTOBER 5, 2021

Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. And there are CX teams dedicated to customer journey design and improvements. The post Happy CX Day 2021!

CX 133

CX Social Media Contact Center Customer Journey Map 133

Zendesk

JUNE 17, 2021

Customer expectations have shifted considerably over the past year. What are customer expectations? What are examples of customer expectations? How have customer expectations changed? 5 tips to meet and exceed customer expectations. What are customer expectations?

Customer Expectations 94

Customer Expectations Social Media Omnichannel AI 94

PeopleMetrics

FEBRUARY 20, 2025

It helps CX leaders identify the key interactions customers have with their company and prioritize where feedback is needed most. Instead of CX teams relying on brainstorming sessions to map touchpoints, AI can provide a data-driven view of where customers are interacting with the business.

Touchpoint 62

Touchpoint AI VOC Social Media 62

Bill Quiseng

OCTOBER 9, 2024

And when you CARE, each customer feels respected, appreciated, and valued. They are WOWED and happy, intent on returning repeatedly, spending more money, and raving to others on social media. QUI TAKEAWAY: Customers pay for their experience, not your product or service. And it’s THEIR experience, not yours.

Customer Service 173

Customer Service Customer Experience Social Media Customer Loyalty 173

Hodusoft

DECEMBER 26, 2024

Equipped with smartphones, they would rather prefer to send text messages, instant messages, emails, or engage through webchat or social media. Customer communication has evolved from single-channel to multi-channel to omni-channel. Without omnichannel communication, customer interactions are siloed across different channels.

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

SurveySensum

JANUARY 20, 2025

From social media reviews to survey responses, customer data is everywhere. With the right tools and techniques, analyzing your survey data can reveal not just what your customers are saying, but how they truly feel about your products, services, and brand as a whole. Some of them are: 1.

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

Uniphore

JUNE 17, 2021

Calls that are unresolved, require multiple contact points or—worst of all—are dropped can frustrate customers to the point of no return. In fact, 63% of customers churn after a bad experience.*. Why FCR Matters to CX. FCR calculates the percentage of incoming customer calls that are completely “resolved” on the first attempt.

AI 182

AI Social Media Customer Satisfaction Omnichannel 182

SurveySensum

JUNE 13, 2021

Most startups and even large-scale organizations have a detailed CX strategy in place. Their strategy drills down to fine details as to how the customer would be served at each touchpoint — both online and offline. Here are some such marketing strategies to expand your CX strategy. Tune into Social Listening.

Social Listening 111

Social Listening CX Unstructured Data Social Media 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

Retently

NOVEMBER 13, 2024

But as ecommerce grows, so do customer expectations. A seamless, personalized, and engaging buyer journey is the difference between a one-time shopper and a loyal customer. This is why Customer Experience has become the heart of online retail success. Shopping online is more than just convenient – it’s the new normal.

CX 146

CX Retail Social Media Artificial Intelligence 146

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. How to overcome those challenges?

CX 133

CX Customer Experience Artificial Intelligence Omnichannel 133

Bill Quiseng

FEBRUARY 21, 2024

Welcome to CX 102 or Advanced CX. Consistently deliver a low-cost, no-cost “a little better than the average experience that customers expect” product or service so repetitively that you feel it is boring, but to the customer, at that moment, you are Magnificent! Consistency builds trust. Trust builds loyalty.

CX 88

CX B2C Hospitality Hospitality 88

Experience Investigators

APRIL 22, 2025

Customers dont expect just great service they want every interaction to be easy, intuitive, and maybe even a little magical. As a customer experience change agent, you know fulfilling that expectation isnt always easy. Customer journeys span dozens of channels and touchpoints.

AI 52

AI Customer Experience Social Media Touchpoint 52

Hodusoft

JANUARY 30, 2025

In todays fast-paced, customer-centric world, consumers expect effortless interactions whether theyre reaching out via voice, email, chat, social media, or SMS. This approach allows customers to interact with a business across multiple channels without losing context or consistency.

Contact Center 52

Contact Center Omnichannel Social Media Retail 52

Steven Van Belleghem

DECEMBER 6, 2021

The other is another way to think about how you measure customer success. The customer’s expectations continue to evolve. Customers are smarter than ever and know what a good CX looks and feels like. In the former social media era (Web 2.0) There are two thoughts I have on CX in 2022 and beyond.

CX 123

CX Customer Experience Non-Profits Social Media 123

Aquire

NOVEMBER 22, 2021

In the modern economy, amazing customer service means meeting people where they are. For most people, that place is social media. Specifically, Twitter offers brands access to instant, direct conversations with customers. But many companies just aren’t sure how to use Twitter for customer service.

Social Media 98

Social Media Customer Service Social Listening Start-ups 98

Zendesk

SEPTEMBER 15, 2021

In addition to phone and email, businesses must now also communicate via messaging apps, forms, surveys, SMS, social media, help centers, forums, bots, video conferencing, and more. With a good customer experience, your customers also expect security and privacy. Audit your CX platform for existing risks.

CX 97

CX E-commerce Machine Learning Social Media 97