eglobalis

OCTOBER 9, 2024

Will it require significant engineering hours or new infrastructure? Challenges : Evaluating feasibility involves input from product teams, designers, R&D, engineers, and operations. What may seem simple to a customer often has hidden complexities that make it unworkable or too costly to implement.

Customer Feedback 529

Customer Feedback Compliance Innovation B2B 529

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 339

CX Transformation B2B CX Government 339

Win the Customer

JUNE 7, 2016

From automated purchasing and shipping to simple returns and mobile-friendliness, these are the modern conveniences your online customers expect from your business. Today’s customer expects a lot. Online shoppers expect even more. And their expectations should not be ignored. Your customers expect it.

Customer Expectations 90

Customer Expectations Social Media Engineering Sales 90

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. Shift your mindset: Move from reacting to customer inquiries to anticipating their needs.

Sales 259

Sales Customer Experience E-commerce Start-ups 259

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Customer Experience 489

Customer Experience VOC Net Promoter Score Government 489

Intercom, Inc.

JULY 28, 2020

Efficiency meant deflecting customer interactions through impersonal forms and “do not reply” emails. Monumental shifts in customer expectations over the last few years mean we can no longer choose between personal experiences and efficiency. Customers now expect both. Customers expect conversational experiences.

Start-ups 290

Start-ups Customer Expectations Business Growth Customer Relationship 290

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 29, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

eglobalis

AUGUST 13, 2024

This symbiotic relationship has led to a continuous evolution in technology, pushing the boundaries of what customers expect and experience. Despite their rivalry, there is an underlying synergy in their approaches, where each brand’s strengths and weaknesses drive the other to improve.

CX 530

CX Innovation Manufacturing Technology 530

ECXO

JULY 26, 2023

Brands have unprecedented access to customer data and digital footprints. In our always-on world, customers expect businesses to do something with this knowledge that’s in their interests. This is at odds with customer expectations. As we mentioned earlier, customers know the value of their data.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Execs In The Know

APRIL 22, 2025

But heres the truth: every delay widens the gap between what customers expect and what brands can deliver. Its where customer trust erodes. Its a growth engine. And that engine cant run on systems built for a different era. And that gap? Its where competitors gain ground. Read the full article now.

Artificial Intelligence 52

Artificial Intelligence CX Engineering AI 52

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 69

E-commerce Engineering Customer Expectations Customer Satisfaction 69

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. Their mission was clear: improve the guest experience, grow ancillary revenue, and lower the cost per customer interaction. Its now essential for survival.

AI 78

AI Customer Experience Net Promoter Score Legal 78

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. As ecommerce grows more competitive and customer expectations evolve, CX Managers must constantly adapt, innovate, and refine strategies to keep customers happy and loyal.

CX 116

CX Customer Experience Net Promoter Score NPS 116

Intercom, Inc.

DECEMBER 21, 2021

. “We have accelerated through many years of progress as if we’re living in a time-lapse” Business is increasingly conducted online, and customer communications are undergoing a massive transformation as customer expectations change. Shipping fast and safe: Building a culture of low-risk learning.

Innovation 196

Innovation Engineering Entertainment Start-ups 196

ECXO

MARCH 21, 2023

Overall, by placing an emphasis on design and incorporating it into all aspects of the organisation, businesses can create products and services that generate adoption and growth and provide a positive and more adoptable customer experience. He holds an MBA at J.L.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

Intercom, Inc.

NOVEMBER 13, 2018

These tips apply broadly to many different automation products, but if you’re an Intercom customer, they’re actionable today and require no engineering work. The afternoon you spend customizing your automation today can unlock happier customers and hours saved for your teammates during the holiday season.

B2C 183

B2C Engineering Start-ups Customer Expectations 183

Gainsight

DECEMBER 26, 2018

Customer Success will continue to blossom beyond glorified support and relationship management to become a full-fledged, scalable growth engine. With SaaS as the dominant software delivery model these days, helping customers realize value is increasingly taking place through digital means. People: Building Growth Teams.

Engineering 53

Engineering Technology Technology Start-ups 53

ECXO

MAY 29, 2024

This extremely challenging scenario of the modern business environment makes it essential for organizations to prioritize surpassing customer expectations. This involves delving deep into the nuances of customer needs and adopting an adaptable and responsive approach.

CX 156

CX Innovation E-commerce Real Estate 156

Execs In The Know

FEBRUARY 11, 2025

Engineers are brilliant people, so there are many benefits to taking this route rather than purchasing a solution from a third-party vendor. Last but not least, the freedom to create and the ability to be hands-on with the latest and greatest technology agentic AI is simply exciting for most engineers. The first is control.

Contact Center 52

Contact Center AI Engineering CX 52

Beyond Philosophy

FEBRUARY 5, 2015

Every function delivering experience is ‘closed-loop’, maintaining balance between customer expectations and what is actually executed. Exemplars of branded customer experience also understand that there is a ‘journey’ for customers in relationships with preferred companies.

CEM 156

CEM Customer Experience B2C Customer Loyalty 156

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. After hundreds of hours of engineering and testing, we can confidently say thats exactly what Comm100 AI Agent delivers.

AI 52

AI Engineering CX Start-ups 52

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 52

Contact Center Omnichannel Sentiment Analysis Data Entry 52

Intercom, Inc.

AUGUST 13, 2020

Caught in the middle are customers who bear the burden of having to repeat information and replay conversations. When done thoughtfully across the customer journey, AI and automation bring together the entire engine and ecosystem of people and resources – a unified approach for a unified customer experience. .

Social Media 209

Social Media AI Sales B2B 209

Intercom, Inc.

OCTOBER 7, 2020

If it wasn’t for those pesky customers with problems, profits would be through the roof, right? There is no escaping the fact that supporting your customers costs money. It’s a simple fact that larger, more valuable customers will churn less. but once you’ve landed them they’re much less likely to quit.

Manufacturing 196

Manufacturing Customer Retention Sales Start-ups 196

Fonolo

JULY 28, 2020

This likely because people expect to be able to get through on the phone if your physical office is closed. Customers Expect You to Adapt Quickly. This is significant because it indicates that consumers expect brands to adapt quickly to major changes — regardless of their scale. Customers expect you to adapt.

Contact Center 128

Contact Center Customer Expectations Social Media Innovation 128

Intercom, Inc.

JULY 28, 2022

Attract and develop talent and invest in supporting resources like onboarding, sales enablement, and sales engineering. Is it ten sales reps, a couple of SDRs, and a solution engineer?” Is it ten sales reps, a couple of SDRs, and a solution engineer? Customer-centric selling.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

Intercom, Inc.

OCTOBER 11, 2018

The result is customers waiting around, sometimes for hours or even days. The rise of smartphones, messaging and bots has led to a new set of customer expectations. Knowing your customers’ most critical questions isn’t as easy as you might expect. But it’s not the 1990s anymore.

Machine Learning 151

Machine Learning Engineering Technology Technology 151

Intercom, Inc.

DECEMBER 21, 2020

Everything just changed: How to keep your customers at the center during turbulent times is based on a talk that our SVP of Marketing Shane gave at SaaStr Summit and details how we thought about adapting our marketing and customer communications in light of the pandemic. A must-read for marketers dealing with change or crisis.

E-commerce 232

E-commerce Healthcare Start-ups Engineering 232

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. Once its configured, AI Copilot can help agents with a variety of time-consuming, yet essential tasks.

AI 52

AI Start-ups Engineering CX 52

Intercom, Inc.

JANUARY 26, 2021

At Intercom, we support our customers in troubleshooting and ultimately resolving their requests through a blend of proactive, self-serve, and human support. As with other customer-facing environments, this requires sustained energy, empathy, and enthusiasm to meet and exceed customer expectations.

Outlook 118

Outlook Engineering Customer Expectations Start-ups 118

Intercom, Inc.

NOVEMBER 7, 2019

You started off in engineering, I believe. I originally did study engineering in France, and then I went back for my last year at UC Berkeley in Silicon Valley, where I was both working on a computer science master’s degree as well as launching my own company with a few friends. Nico: Exactly. Nico: Correct.

Finance 162

Finance Sales Engineering B2C 162

Execs In The Know

OCTOBER 29, 2021

As customer expectations evolved, so too did Malwarebytes’ approach to support, turning to deflection-inducing innovations, including internal collaboration with product and engineering, as well as the introduction of a new chatbot to reduce ticket volumes. You Have Allies on the Inside.

Artificial Intelligence 98

Artificial Intelligence Engineering CX Education 98

TeamSupport

MARCH 9, 2023

Similarly, as the world’s most prevalent and universally used search engine, Google can provide businesses with an unmatched level of engagement with Google Business Messages. Better Customer Service Customers expect fast and efficient responses to their inquiries regardless of the channel they use to connect with a brand.

Engineering 98

Engineering Customer Expectations Customer Satisfaction Customer Service 98

Intercom

JUNE 15, 2021

Agile principles can be a North Star for time-strapped support teams, helping them to keep the customer’s needs at the heart of their decisions so they can provide fast, personal support at scale. At WeTravel , adopting agile has allowed our small support team to focus on delivering big value to our customers.

Engineering 117

Engineering Innovation Start-ups Customer Satisfaction 117

CX Accelerator

JUNE 19, 2018

55% of Customers would pay more for a better customer experience * *“50 Important CX Stats to Know,” Defaqto Research, July 19, 2017 CX Professionals know that designing an exceptional and memorable customer experience is very important. Customers want to feel a connection with and a belonging to a brand.

Customer Experience 159

Customer Experience CX Start-ups Engineering 159

Zendesk

NOVEMBER 17, 2022

If your CX team isn’t leveraging customer data to create more personalized conversations, they’re missing out on an opportunity. When companies provide exceptional CX, it can be an engine for growth. Agents who are provided with context that a support platform provides are better able to resolve customer questions quickly.

Social Media 97

Social Media Manufacturing Engineering Omnichannel 97