ECXO

DECEMBER 25, 2024

The Changing Landscape of Customer Expectations Over the last decade, customer expectations have evolved dramatically, reshaped by advancements in technology, the proliferation of online shopping, and the increasing availability of personalized services. Todays customers expect companies to: 1.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

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. analyse sentiment, and trigger alerts for immediate follow-up.

CX Transformation 339

CX Transformation B2B CX Government 339

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

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

JULY 2, 2024

This simplicity overlooks the complexity of customer relationships and experiences, failing to capture nuanced feedback crucial for improving overall customer satisfaction. This approach ensures a comprehensive evaluation of customer experience efforts, fostering continuous improvement and adaptation to evolving customer expectations.

NPS 483

NPS Customer Feedback Net Promoter Score B2C 483

ECXO

OCTOBER 30, 2024

This could be achieved through platforms that encourage user-generated content, forums for discussion, or social media engagement. By fostering a community, businesses can turn customers into brand advocates, who not only return for future purchases but also promote the brand to others.

Customer Experience 156

Customer Experience Social Media Artificial Intelligence CX 156

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. High volume of customer inquiries and requests.

E-commerce 105

E-commerce Social Media Contact Center Omnichannel 105

ECXO

APRIL 10, 2024

In the context of customer experience, ‘tunneling’ could represent the ability of a business to reach customers in unexpected ways or overcome potential barriers to customer satisfaction. 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

Fonolo

MAY 11, 2021

With advances in online communication, and the court of public opinion that social media now provides, brands and their customer service faux pas are more exposed than ever. This is why setting and managing customer expectations and their perceptions is key. What is customer expectation?

Customer Expectations 108

Customer Expectations Social Media Education Contact Center 108

Intercom, Inc.

AUGUST 13, 2020

Where once brands could control what was said of them, today’s customers are well-placed to talk back and to one another – on any platform. Nowhere is this shift in power from brands to customers more apparent than on the internet’s favorite public playground: social media. It’s now one of the most cost-effective.

Social Media 209

Social Media AI Sales B2B 209

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

Fonolo

MARCH 19, 2019

By embracing modern customer service technology as a must-have ‘utility’, these brands can set themselves apart from their competitors. The Benefits of Improved Customer Service. Industries like retail, hospitality, and healthcare have continued to raise the bar to meet customer expectations. A study by J.D.

Technology 106

Technology Technology Customer Service Social Media 106

ECXO

AUGUST 21, 2024

Successful customer experience organizations excel because they listen to their customers, understand their needs, and act accordingly. They learn from feedback, adapt, and continually improve their services to meet and exceed customer expectations. 2. Empathize: Put yourself in the customer’s shoes.

CX 156

CX Social Media Touchpoint Predictive Analytics 156

Beyond Philosophy

OCTOBER 3, 2024

Claire Dunwood wrote to us to say she felt that her customers’ expectations consistently rise, and managing them is challenging in that she now has fewer resources to devote to them. When forming expectations, we often draw from adjacent or similar experiences. If you are lucky, you are better than what they expected.

Customer Expectations 88

Customer Expectations E-commerce Social Media Artificial Intelligence 88

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 level of personalisation increases customer satisfaction, loyalty and advocacy = sustained growth. Start where you are.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. Social media complaints & DMs ensuring negative feedback is addressed quickly before it escalates. Data-driven insights Whats driving customer complaints, and how do we fix it?

CX 120

CX Customer Experience Net Promoter Score NPS 120

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.

AI 59

AI Artificial Intelligence Social Media Machine Learning 59

Win the Customer

SEPTEMBER 5, 2023

In today’s digital age, social media has become an integral part of our lives. Whether it’s sharing updates with friends and family, staying informed about current events, or discovering new trends, social media platforms like Facebook, Twitter, Instagram, and LinkedIn have transformed the way we communicate.

Social Media 59

Social Media Customer Service Entertainment Customer Loyalty 59

Ameyo Callversations

NOVEMBER 23, 2021

With enthusiasm to achieve excellence and offer the best services, businesses continuously push themselves to resolve customer queries and support them without any hurdle that has started a battle between digitization and the human touch in customer service. ” – Kiran Prasad, Chief Technology Officer of IBM Watson.

Technology 98

Technology Technology Customer Service E-commerce 98

Uniphore

JUNE 17, 2021

By making the digital journey as easy, frictionless and instant as possible, companies can simultaneously improve FCR and customer satisfaction—without even engaging your call center. Step 3: Be Proactive (and Predictive) You can solve a customer’s problem—before they’re even aware of it—with proactive engagement. Register Now.

AI 182

AI Social Media Customer Satisfaction Omnichannel 182

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

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. phone, chat, social media). Read on and thank us later!

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

ECXO

MARCH 15, 2024

Businesses that fail to communicate effectively or transparently with their customers risk creating an atmosphere of confusion and mistrust. Like a well-rehearsed orchestra, every point of customer interaction within a business should function harmoniously. This could be through surveys, social media, or direct communication.

Customer Experience 290

Customer Experience VOC Net Promoter Score Innovation 290

Lumoa

FEBRUARY 9, 2023

According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Why are your customers turning away from you?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Fonolo

JULY 18, 2019

Core tenets of customer service are timeless: For example, “know your customer” is still as important today as it ever was. If you know your customer, you’ll know that consumer expectations have changed radically over the past decade, largely due to the development of new technologies. Reactive Service.

Customer Service 126

Customer Service Social Media Healthcare Touchpoint 126

Intercom, Inc.

MARCH 31, 2021

Today, customers’ expectations for fast, personal support are higher than ever – making automation essential for resolving simple, repetitive queries at scale. After all, not even the best chatbot can help calm an angry customer, investigate a thorny issue, or build rapport with high-value customers quite like your team can.

Social Media 213

Social Media Start-ups Customer Retention Customer Satisfaction 213

Callminer

APRIL 26, 2017

Set Realistic Customer Expectations : Updated wait times, backlog reports, monitored turnaround – these help set realistic customer expectations [so they’re not expecting resolution in a day, when the standard is, say, a week]. Again, this is where technology comes into play.

Contact Center 140

Contact Center Social Media Customer Satisfaction Customer Relationship Management 140

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. So, is it worth the investment?

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

Retently

NOVEMBER 27, 2024

Personalizing the Customer Journey 3. Building Customer Loyalty for Retention 6. Leveraging Social Media and Influencer Marketing 8. Measuring Success: Metrics to Monitor Conclusion Did you know that global ecommerce sales are expected to hit a jaw-dropping $8.1 Expanding Revenue Channels 4. trillion by 2027 ?

Sales 152

Sales Social Media Predictive Analytics Start-ups 152

Comm100

DECEMBER 16, 2024

Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before.

Customer Service 52

Customer Service Sentiment Analysis AI Social Media 52

SurveySensum

APRIL 28, 2025

Customers requested more structured communication, and Slack acted by building features that directly aligned with those insights, driving user satisfaction and retention. Understand Customer Expectations Better Irrespective of the good intentions that the business has, it may not be able to deliver what the customer is expecting.

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

Fonolo

APRIL 1, 2021

By offering support on multiple channels, you can serve customers in a much more cost-efficient way by freeing up your phone lines for more complex inquiries. Live chat, email, and social media are all considered standard offerings and your customers expect seamless service, no matter how they connect with you.

Contact Center 152

Contact Center Social Media Customer Satisfaction Omnichannel 152

Callminer

FEBRUARY 27, 2019

We gathered best practices from 25 industry experts on voice of the customer programs and here is their advice: 1. Implement the technology possible to listen to your customers in real-time. Customer perceived quality and above-average customer service have been proven time and again to be leading drivers of business success.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

Win the Customer

DECEMBER 25, 2019

. “Social care” isn’t anything new, but providing effective multi-channel customer service that includes social care can be pose significant challenges for organizations big and small. The company’s main account is @Uhaul while the customer service account is @Uhaul_Cares.

Customer Service 115

Customer Service Social Media Start-ups Customer Retention 115

Hodusoft

NOVEMBER 24, 2021

Along came the new struggles for call centers such as adjusting to remote work setups, technology adaptation challenges, and trying to stay afloat and keep the numbers up amidst financial upheaval. As the customer support function evolves, so do call center software features. What do customers expect? Social Media.

Social Media 105

Social Media Artificial Intelligence Omnichannel CRM 105

Experience Investigators

JULY 20, 2021

And Customer Maria has completed a form at the end of a purchase process asking for someone to contact her about her issue. Many customers who won’t complete a survey still have things to say – and they want you to hear them. Customers often share feedback in user forums, review sites, and social media.

CX 131

CX Close the Loop Social Media Voice of the Customer 131