eglobalis

JULY 25, 2024

Customer experience (CX) has become a critical differentiator in today’s competitive market, influencing customer loyalty and overall business success. While the USA leads in delivering superior customer experiences, Europe and the UK often lag behind.

Customer Experience 507

Customer Experience Innovation CX Omnichannel 507

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

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 450

Customer Experience Social Media Predictive Analytics AI 450

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 156

Customer Experience Social Media CX E-commerce 156

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

CX Accelerator

NOVEMBER 11, 2022

In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. The 8 skills required by any CX team are: Strategy. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Let’s take a look at each.

CX 307

CX Customer Journey Map CX Transformation Government 307

ECXO

AUGUST 19, 2024

Customer Experience Experimentation: Your Final Frontier Introduction Customer Experience (CX) is a critical battleground in today’s competitive market. To excel, businesses must continuously refine their CX strategies, and one of the most effective ways to do this is through strategic experimentation.

Customer Experience 369

Customer Experience Customer Journey Map Net Promoter Score B2B 369

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

PeopleMetrics

FEBRUARY 20, 2025

Touchpoint mapping has always been a critical step in building a great VoC program. It helps CX leaders identify the key interactions customers have with their company and prioritize where feedback is needed most. But as AI advances, the way we approach touchpoint mappingand what we can do with the datahas fundamentally changed.

Touchpoint 62

Touchpoint AI VOC Social Media 62

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

CX Accelerator

OCTOBER 7, 2019

However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” This article will help you understand what a CX strategy is and how to build one by adapting the philosopher Vanilla Ice’s famous words, “. CX champions)How will employees be measured on your CX Strategy?

CX 261

CX Customer Experience Contact Center Non-Profits 261

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 concept can be applied to customer experience as well.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

ECXO

APRIL 29, 2024

posts header on ECXO The Eternal Search for the Silver Bullet in CX Let’s embark on a journey, a quest if you may, in the eternal search for the silver bullet in CX to solve all problems at once. In reality, the quest for the silver bullet in CX is akin to the search for the Holy Grail in medieval legends.

CX 283

CX Innovation Machine Learning Technology 283

Experience Investigators

APRIL 22, 2025

Trust is key to managing customer expectations in todays fast-changing world. While perfection isnt possible, transparency isand customers deeply value honesty. Expectations are shaped by every brand interactionnot just yours. When transparency is your default, disappointments become opportunities for connection.

Customer Expectations 52

Customer Expectations Touchpoint CX 52

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

CX Accelerator

AUGUST 19, 2019

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.

CX 182

CX Customer Journey Map Touchpoint VOC 182

CX Accelerator

AUGUST 19, 2019

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.

CX 182

CX Customer Journey Map Touchpoint VOC 182

ECXO

OCTOBER 7, 2024

The Thrilling Journey of a Customer Experience Leader: The 10+1 list I often get asked about my job as a Customer Experience (CX) leader and what I do on a daily basis. But before I get into that, I want to talk about what it really means to be a Customer Experience (CX) leader.

Customer Experience 373

Customer Experience CX Innovation Artificial Intelligence 373

ECXO

JULY 10, 2024

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. A more continuous and longitudinal approach is needed to truly understand customer behavior and preferences.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

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

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. This is at odds with customer expectations.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

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. Happier customers, stronger relationships, and a thriving business that stays ahead of the competition.

Sales 259

Sales Customer Experience E-commerce Start-ups 259

CX Accelerator

OCTOBER 7, 2019

However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. This article will help you understand what a CX strategy is and how to build one by. Be it a new or seasoned company, before creating a CX strategy to improve your. CX champions).

CX 182

CX Customer Experience Contact Center Non-Profits 182

CX Accelerator

OCTOBER 7, 2019

However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. This article will help you understand what a CX strategy is and how to build one by. Be it a new or seasoned company, before creating a CX strategy to improve your. CX champions).

CX 182

CX Customer Experience Contact Center Non-Profits 182

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

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

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

JUNE 15, 2021

It’s not a project that you start and finish nor just about offering great customer service. Customer-centricity results as an outcome offering a great experience to the customer across all touchpoints: from the awareness stage, through the purchasing process and finally through the loyalty process. Kirsti Laasio.

Customer Satisfaction 358

Customer Satisfaction B2C Omnichannel CX 358

PeopleMetrics

MARCH 11, 2025

Customers expect a seamless, branded, high-quality experienceeven when providing feedback. Think about it - if a customer had a premium experience with your product or service but then received a survey that feels like an afterthought, its a disconnect with your brand. The result? This isnt surprising.

VOC 100

VOC AI Text Analytics Touchpoint 100

ECXO

MAY 16, 2024

The key here is to explain the context of each employee’s purpose, demonstrating how their work directly affects the customer experience and bridges the gap between customer expectations and actual delivery. Each employee’s contribution is crucial for the overall customer experience, directly or indirectly affecting it.

Touchpoint 207

Touchpoint Customer Journey Map Education CX 207

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

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

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

RateMyService

APRIL 22, 2025

Turn CX into ROI: Learn 5 proven tactics to win CFO buy-in and fund your CX initiatives with confidence. Salma, youve been preaching time and time again that customer service is important. They dont care about the latest CX theories or trends. You bring the CX data; theyll help connect it to ROI. We all get it.

Net Promoter Score 52

Net Promoter Score Gambling Finance NPS 52

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

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. Let’s take the example of NPS surveys.

Social Listening 111

Social Listening CX Unstructured Data Social Media 111

Lumoa

JANUARY 31, 2023

Customer experience matters across all the channels and all the touchpoints of the customer journey. Customer experience management, if done properly, will result in better business KPIs, incl. customer churn and retention, higher advocacy, and finally revenue.

Customer Experience 165

Customer Experience NPS Touchpoint Close the Loop 165