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. Created by DALL-E with all rights reserved to ECXO.org.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

ECXO

DECEMBER 25, 2024

Growth vs. Customer Experience: A Dilemma? In the sometimes lunatic world of business, companies often find themselves walking a tightrope between the relentless pursuit of growth and the need to create outstanding customer experiences. For businesses, this means the bar for customer experience (CX) is perpetually rising.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

ECXO

JANUARY 21, 2025

The Tale of Apex Gadgets: A Cautionary Tale of Ignoring Customer Experience Hey everyone! After a couple of weeks of holiday bliss, Im back and ready to dive into sharing more knowledge about one of my favorite topics: customer experience. What happens if a company doesnt care about customer experience?

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 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. Lets unpack what happens when customer experiences go south due to a reactive sales approach.

Sales 247

Sales Customer Experience E-commerce Start-ups 247

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 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

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. I am not a millionaire.

Social Media 167

Social Media Customer Service Education Retail 167

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. The state of a customer’s satisfaction or dissatisfaction can instantly influence the state of the business.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

Fonolo

DECEMBER 16, 2021

That means nothing if your customers are displeased with their experience with your brand. . If social media part is not part of your contact center’s customer service vision , you’re missing out on valuable business opportunities, like: . improving customer satisfaction; and . Customer loyalty.

Social Media 146

Social Media Customer Service Contact Center Close the Loop 146

ECXO

OCTOBER 14, 2024

How Customer-Centric is Your Organization? We live in such a dynamic business environment that adopting a customer-centric mindset is not just beneficial; it’s necessary. Companies that prioritize customer satisfaction tend to enjoy higher loyalty rates, better brand reputation, and, ultimately, more robust bottom lines.

CX 156

CX Customer-Centric Organization Social Media Touchpoint 156

eglobalis

SEPTEMBER 5, 2024

It’s no longer enough to simply deliver products; companies must craft seamless, meaningful customer journeys that lead to long-term success. To achieve this, businesses must go beyond traditional, siloed approaches and explore both Customer Success (CS) and Customer Experience (CX) metrics.

Net Promoter Score 459

Net Promoter Score NPS CX VOC 459

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 third sin is poor communication.

Customer Experience 289

Customer Experience VOC Net Promoter Score Innovation 289

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn.

NPS 490

NPS Customer Feedback Net Promoter Score B2C 490

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. Leadership Commitment and Vision Leading a customer experience transformation starts at the top.

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

eglobalis

MAY 13, 2025

Introduction: Traditional B2B customer surveysonce the cornerstone of customer experience (CX) feedbackare rapidly losing effectiveness. Response rates are plummeting as busy business customers tune out lengthy questionnaires, and many programs see less than 20% of invited clients responding. The payoff is richer insight.

B2B 280

B2B AI Customer Survey VOC 280

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. Their work directly impacts business growth by reducing complaints, improving support efficiency, and enhancing customer retention, they drive higher revenue and lower churn. Checking customer support tickets.

CX 120

CX Customer Experience Net Promoter Score NPS 120

Callminer

JUNE 24, 2024

CX tools make it easier for businesses to connect with and learn from their customers. From social media management to sales automation, these tools target customer satisfaction and loyalty.

Social Media 182

Social Media Customer Experience Customer Satisfaction CX 182

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

InteractionMetrics

JANUARY 31, 2025

Finding the right customer satisfaction survey company can make or break your ability to measure customer satisfaction and gain actionable insights. The best firms do more than simply collect customer feedbackthey help you interpret data, identify pain points, and enhance customer satisfaction.

Customer Satisfaction 52

Customer Satisfaction Social Media Mystery Shopping Net Promoter Score 52

Bill Quiseng

OCTOBER 9, 2024

So, I encourage you to remind yourself and your colleagues every day about each one of The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience. I am here to tell you that if you’re not in the Top Three, you don’t even exist in the minds of your potential customers. Here’s why. But I digress.

Customer Service 173

Customer Service Customer Experience Social Media Customer Loyalty 173

Bill Quiseng

JUNE 26, 2024

Once you understand the World’s Best experience for each customer, then you need to consistently deliver that experience to every customer with the Rule of Three QUI TAKEAWAYS to deliver the World’s Best customer experience. Don’t just serve to satisfy your customers. Why only three?

Customer Experience 173

Customer Experience Social Media Customer Loyalty Customer Experience Management 173

Uniphore

AUGUST 6, 2021

In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate. Why Your Agent Experience Matters to Your Customer Experience—And Your Bottom Line.

Contact Center 246

Contact Center Social Media Artificial Intelligence Voice of the Employee 246

Win the Customer

NOVEMBER 29, 2024

This includes interactions with your website, mobile app, social media, customer service, and physical stores. Increased Customer Satisfaction: By understanding customer needs and preferences, businesses can tailor their offerings and services to better meet their expectations.

Customer Journey Map 59

Customer Journey Map Social Media Touchpoint Customer Satisfaction 59

ECXO

AUGUST 21, 2024

Become a member now: [link] The Golden Touch in Customer Experience 1. The Midas Touch: Transformative Power King Midas had a unique gift that allowed him to turn everything into gold with a mere touch. They learn from feedback, adapt, and continually improve their services to meet and exceed customer expectations.

CX 156

CX Social Media Predictive Analytics Touchpoint 156

Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. It’s time to put up or shut up.

Customer Experience 154

Customer Experience Social Media Gaming Education 154

InteractionMetrics

MARCH 13, 2025

Sentiment analysis reveals the emotions your customers feelbut knowing how they feel is only useful if you know why they feel the emotion in the first place. If you want to improve customer experience, you need more than just emotional data. What Is Customer Sentiment Analysis?

Sentiment Analysis 52

Sentiment Analysis Customer Experience Machine Learning Social Media 52

Retently

AUGUST 3, 2023

“Customers are no longer buying products and services– they are buying experiences delivered via the products and services.” – Gregory Yankelovich In a world where your potential competitors are just a click away, customer experience is the new marketing battleground. and that’s exactly what customers want.

Net Promoter Score 147

Net Promoter Score Customer Experience Social Media NPS 147

ECXO

MARCH 24, 2024

1710668672319 AI in Customer Experience – should I stay, or should I go? One area where AI has already made a significant impact though is in customer experience. The concept of hyper-personalization, which involves creating a personalized experience for each customer, has become a reality, thanks to AI technologies.

AI 156

AI Customer Experience Social Media Machine Learning 156

Win the Customer

DECEMBER 23, 2024

Implications: Product Development: Invest in developing sophisticated chatbots and voice assistants that can understand and respond to customer inquiries in a natural and human-like manner. Integrate these conversational AI agents across various channels, including websites, mobile apps, social media, and messaging platforms.

AI 59

AI Customer Service E-commerce Social Media 59

Win the Customer

NOVEMBER 20, 2024

As businesses increasingly rely on digital channels to interact with customers, the importance of empathy in customer service has never been greater. By prioritizing empathy, companies can foster stronger relationships, improve customer satisfaction, and ultimately drive business growth.

Net Promoter Score 59

Net Promoter Score Artificial Intelligence Social Media Business Growth 59

CX Accelerator

NOVEMBER 7, 2023

So when I finish the sentence “ A company might not be customer-centric if they…” here are a couple that immediately come to mind based on my recent airline experience: Have employees who are willing to leave a paying customer up a creek with no paddle. Give inconsistent or incorrect answers to customers.

Net Promoter Score 316

Net Promoter Score Legal Construction Social Media 316

CommBox

DECEMBER 14, 2023

In the dynamic landscape of today’s fast-paced digital world, businesses are in a perpetual pursuit of cutting-edge solutions to elevate customer satisfaction. One technological innovation that has emerged as a pivotal player in revolutionizing customer service is Generative AI-powered Chatbots.

Customer Satisfaction 98

Customer Satisfaction AI Social Media Customer Loyalty 98

Shep Hyken

AUGUST 27, 2021

He writes about how customer experience can determine the lifeline of a business. It is the volume of customers that makes the difference to a considerable extent. Hence, customer satisfaction has become a very important factor for the sustainability of a business. New leads to loyal customers .

Customer Experience 136

Customer Experience Finance Touchpoint Customer Satisfaction 136

Experience Investigators

DECEMBER 10, 2024

Customer experience leaders, you arent the only ones expected to prove ROI on your initiatives! Customer experience management, or CXM, is the process of understanding and managing your customers interactions with your brand to create positive experiences at every touchpoint.

CX 52

CX Customer Experience Touchpoint CXM 52

Zendesk

MAY 17, 2022

Knowledge is power—especially when you’re looking to improve your customer experience. According to the Zendesk Customer Experience Trends Report 2022 , customer engagement is up 14 percent compared to last year. What is customer satisfaction score (CSAT)? NPS data is collected through a survey, too.

Customer Satisfaction 98

Customer Satisfaction NPS Net Promoter Score Retail 98

Win the Customer

DECEMBER 21, 2024

Data Collection & Analysis: The Foundation of AI-Powered CX The first step in leveraging AI for customer experience (CX) is to build a solid foundation of data. Building customer profiles: Create detailed customer profiles that capture individual preferences, needs, and behaviors. I hope this blog post is helpful!

AI 59

AI Social Media Artificial Intelligence Machine Learning 59