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 399

Customer Experience Innovation CX Omnichannel 399

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.

Customer Experience 328

Customer Experience Social Media Predictive Analytics AI 328

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 355

Customer Experience Predictive Analytics Social Media Machine Learning 355

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 325

CX Customer Experience Social Media Sentiment Analysis 325

eglobalis

OCTOBER 14, 2024

Introduction: The Changing Landscape of CX Education Customer experience (CX) education has long relied on a model built around a set of 5-6 pillars. Every company faces unique challenges, and the needs of customers are constantly evolving, making a standardized approach inadequate. What about flexibility?

Education 345

Education Customer Experience Customer Journey Map Innovation 345

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 363

Customer Experience CX Innovation Customer Satisfaction 363

Futurelab

DECEMBER 27, 2023

When I explained what I do as a “CX consultant” – helping companies understand and better serve their customers – he said, “Oh, the exact same thing I do!” Personalization of the customer journey, the touchpoint and the relationship with the customer is something that comes completely naturally.

Touchpoint 157

Touchpoint Construction Contact Center CRM 157

ECXO

NOVEMBER 16, 2023

Article originally posted at: [link] How AI and GenAI Are Shaking the Status Quo in Customer Experience (CX) As you know, the potential for artificial intelligence and generative artificial intelligence (GenAI) to transform every part of customer experience, and everything surrounding us, is electrifying.

AI 185

AI CX Customer Experience Artificial Intelligence 185

eglobalis

OCTOBER 1, 2024

This team should be responsible for ensuring alignment on company goals, customer experience, and operational priorities. A practical example is creating a steering committee that includes representatives from marketing, sales, customer service, IT, finance, and operations. The result?

CX 337

CX Finance Customer Journey Map Innovation 337

ECXO

OCTOBER 14, 2024

CX Awareness. 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. But what does it truly mean to be customer-centric, and how can you tell if your organization embodies this approach?

CX 156

CX Customer-Centric Organization Touchpoint Social Media 156

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 Predictive Analytics Net Promoter Score 156

ECXO

APRIL 2, 2023

Axelos 1 One thing that has changed little over time is that organizations exist to meet the needs of their (end) users also known as ‘customers’. The concept of Customer Experience (CX) started well before the Digital Age going back to the development of market research and consumer theories before the Second World War.

Close the Loop 378

Close the Loop CX Net Promoter Score Sentiment Analysis 378

ECXO

APRIL 2, 2023

Axelos 1 One thing that has changed little over time is that organizations exist to meet the needs of their (end) users also known as ‘customers’. The concept of Customer Experience (CX) started well before the Digital Age going back to the development of market research and consumer theories before the Second World War.

Close the Loop 296

Close the Loop Customer Experience Net Promoter Score Sentiment Analysis 296

Experience Investigators

AUGUST 20, 2024

Can sending an invoice actually enhance your customer relationship? Hear how to transform routine tasks into positive touchpoints and memorable experiences. Don’t miss these valuable tips that can help you enhance customer satisfaction and foster lasting loyalty.

Touchpoint 72

Touchpoint Invoicing Customer Loyalty Customer Satisfaction 72

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. Far from it!

CX 279

CX Innovation Technology Technology 279

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” The C-suite needs see, if there was a (customer) problem, yo.you solved it.

CX 261

CX Customer Experience Non-Profits Contact Center 261

Experience Investigators

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. But, what exactly is a touchpoint? And why do they matter for customer experience teams?

Touchpoint 52

Touchpoint Customer Journey Map Artificial Intelligence Customer Experience 52

ECXO

APRIL 7, 2024

The Majestic Dance between AI and Humans in CX Indeed, in the luminous panorama of business ecosystems, the phrase “customer experience” has emerged as a cardinal point of focus. Yet, in this ever-evolving marketplace, how can businesses ensure a sustainable customer experience?

AI 323

AI CX Artificial Intelligence Predictive Analytics 323

eglobalis

NOVEMBER 12, 2024

But imagine transforming each client engagement into an indispensable experience that not only meets but anticipates and exceeds client expectations. In a world where CX is often sidelined in favour of “getting the job done,” how can professional services leaders bring client-centered excellence to every project?

AI 434

AI Artificial Intelligence B2B CX 434

ECXO

JUNE 23, 2024

The Double Agents of CX: Who are they and what do they do? For Customer Experience to thrive in an organization, it’s important to have a very well-trained team of double agents. This understanding will allow your team to create individualized success plans for your customers. But what are you talking about?”,

CX 348

CX Customer Satisfaction Innovation Customer Feedback 348

Experience Investigators

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. But, what exactly is a touchpoint? And why do they matter for customer experience teams?

Touchpoint 49

Touchpoint Customer Journey Map Artificial Intelligence Customer Experience 49

Customer Think

JULY 25, 2024

Introduction This article was originally posted on: [link] Delivering superior customer experience (CX) is paramount for business success.

Customer Experience 132

Customer Experience Touchpoint CX Omnichannel 132

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. 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.

CX 182

CX Customer Experience Non-Profits Contact Center 182

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. 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.

CX 182

CX Customer Experience Non-Profits Contact Center 182

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. The 8 skills required by any CX team are: Strategy. Customer Insights/Measurement/Analytics.

CX 307

CX Customer Journey Map CX Transformation Government 307

eglobalis

SEPTEMBER 5, 2024

To achieve this, businesses must go beyond traditional, siloed approaches and explore both Customer Success (CS) and Customer Experience (CX) metrics. Combining these perspectives offers a holistic view that drives growth, reduces churn, and fosters deeper customer loyalty.

Net Promoter Score 322

Net Promoter Score NPS CX VOC 322

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 345

CX Customer Journey Map Touchpoint Customer Satisfaction 345

Experience Investigators

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience.

CX 110

CX Customer Experience Customer Journey Map Net Promoter Score 110

SurveySensum

SEPTEMBER 23, 2024

Ever felt like you were walking a tightrope, trying to keep your customers happy without falling off the edge? To ace the CX walk, you must find the sweet spot between meeting customer expectations and wowing them. Brands that nail CX see revenue jump by 4-8%, leaving the industry average in the dust.

CX 52

CX Customer Experience Social Media CRM 52

Experience Investigators

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

ECXO

JUNE 11, 2023

CX design is no longer just about aesthetics. But, many European firms still have a long way to go to reach the levels of CX maturity seen in B2C. A maturity driven by hyper personalisation, empathetic human relationships and intuitive digital experiences – all accelerated by the pandemic. How do they consume content?

B2B 383

B2B B2C Touchpoint Actionable Insights 383

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. In This Article: Why do you need Customer Experience Management?

Customer Experience 165

Customer Experience NPS Touchpoint Close the Loop 165

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. But the need to deliver an outstanding customer experience hasn’t. According to research, 95% of consumers believe customer experience is the key to brand loyalty. Where and how they take place has changed, of course.

Retail 88

Retail Net Promoter Score Customer Experience CX 88

Intercom

JULY 26, 2022

C ustomer experience (CX), or consumer experience, is the result of every interaction or touchpoint a customer has with your brand – both with your people and your products. . Think of CX as each moment of engagement along the customer journey. What is a customer service experience?

Customer Experience 69

Customer Experience CX Omnichannel Touchpoint 69

ECXO

AUGUST 6, 2024

Future Thinking: A Complex and Multifaceted Ability that Deeply Influences Customer Experience On Customer Experience, future thinking involves envisioning and planning for future needs, preferences, and behaviors of customers. This creates a positive customer experience as customers feel understood and valued.

Customer Experience 171

Customer Experience Innovation Education Government 171

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. Developing a world-class CX strategy is well worth the investment of your time!

Net Promoter Score 71

Net Promoter Score CX Customer Experience Touchpoint 71

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