eglobalis

MARCH 24, 2025

Introduction: AI-driven virtual agents, including chatbots and voice assistants, are increasingly integral to customer service operations. Organizations leverage these technologies aiming for efficiency, cost reductions, and enhanced customer experiences.

Contact Center 356

Contact Center AI Compliance Machine Learning 356

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

eglobalis

MARCH 4, 2025

Optimizing AI Agent Experiences: Leading Providers, Gaps, and Human Support Strategies Introduction Artificial intelligence agents are rapidly transforming customer service and enterprise operations. Businesses across industries are investing in AI-powered agents to improve efficiency and customer experience.

AI 201

AI Sentiment Analysis Contact Center Healthcare 201

ECXO

FEBRUARY 20, 2025

Value selling enhances the customer experience and becomes a powerful competitive advantage. Understanding Value Selling Value selling is a strategy that focuses on helping customers solve problems while providing measurable benefits. Familiar faces returned regularly, often bringing friends and family along.

Retail 300

Retail Customer Loyalty Sales CX 300

eglobalis

AUGUST 28, 2024

Guest post by: João Pereira In the bustling corridors of the business world, where brands and businesses compete for the attention of discerning customers, the concept of free will stands as a beacon of human autonomy and conscious choice.

Customer Experience 365

Customer Experience Legal Customer Relationship Retail 365

Adrian Swinscoe

JULY 28, 2023

Imagine this: You visit an online retail website for the first time. The website automatically […] The post Creating memorable customer experiences: Inspiring loyalty first appeared on Adrian Swinscoe. This is a guest post from Nevilson Christian, Founder of SeekThem.

Customer Experience 246

Customer Experience Retail 246

eglobalis

MARCH 30, 2025

[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? This is a shift from reactive measurement to proactive management of customer experience.

AI 349

AI CX Sentiment Analysis Predictive Analytics 349

Fonolo

OCTOBER 7, 2021

With businesses reopening after COVID-19 closures, US economist Mark Zandi asserts that retailers benefited significantly from the reopening economy. Moreover, retail spending is expected to increase by 19% this year. These predictions represent significant opportunity for retailers. Why retail call centers are so important.

Contact Center 141

Contact Center Retail Customer Expectations Technology 141

Beyond Philosophy

JULY 7, 2022

It’s about brick-and-mortar retail because, after the pandemic, physical retail is bouncing back as people want a real-life experience after the lockdowns and other events. Customer Experience management has been absorbed into Customer Science in the past couple of years; how will that apply to brick and mortar?

Retail 160

Retail Artificial Intelligence Start-ups AI 160

Beyond Philosophy

NOVEMBER 29, 2018

However, the experiences are entirely different and have different Customer Experiences. Moreover, I have different expectations from these experiences. We discussed the digital transformation and its effect on Customer Experience in our recent podcast. Customers have many choices.

Customer Experience 167

Customer Experience Retail Start-ups Customer Loyalty 167

Fonolo

OCTOBER 22, 2020

With the holiday season around the corner, retailers are feeling the pressure as they navigate one of the most demanding periods in a post-COVID world. . Following suit, Salesforce predicts that “up to 30% of global retail sales will be made through digital channels this upcoming holiday season.” But it’s not over yet. Morning Consult.

Retail 133

Retail E-commerce Social Media Finance 133

Customer Think

APRIL 25, 2021

To meet the needs of the empowered 21st Century consumer, most companies, especially larger enterprises, need to embark on a customer experience transformation. Imagine a car manufacturer that does not allow any vehicle customization, or a retail bank.

Customer Experience 144

Customer Experience Manufacturing Retail Innovation 144

Retently

OCTOBER 11, 2024

Table of contents Key Takeaways: What is Customer Support Quality Assurance? Retently as a Top QA Tool for Ecommerce and Retail 2. EvaluAgent Final Thoughts: Choosing the Right QA Tool When customer interactions lack consistency and quality, it can lead to dissatisfaction, lost loyalty, and even negative reviews. Loris AI 4.

Retail 140

Retail Scorecard Sentiment Analysis Customer Service 140

Intercom, Inc.

NOVEMBER 18, 2020

our series examining the changes in retail and commerce. Over the course of four weeks, we’re exploring some of the key topics around the past, present, and future of retail, looking at the technologies and behaviors that have enabled – and transformed – shopping as we know it. Cash was still king in most retail environments.

Retail 239

Retail E-commerce Innovation Customer Expectations 239

Customer Think

JANUARY 6, 2023

Digital transformation is the strategic adoption of various digital technologies, used for improving processes, productivity, enhancing customer care, improving employee experience, managing business risks and helping control costs.

Retail 134

Retail Customer Experience Technology Technology 134

Uniphore

DECEMBER 7, 2021

According to Deloitte , retailers can expect sales to increase by 7-9% — a very merry holiday, indeed.?However, Customers may still flock to big online retailers and avoid brick-and-mortar establishments. customer service to adapt. customer service to adapt. Logistics mismatch: Some retailers?noted

Retail 130

Retail CX Omnichannel Artificial Intelligence 130

Fonolo

APRIL 6, 2021

Don’t let your business fall short when it comes to delighting customers with great customer service. Every time a customer interacts with one of your sales associates or call center agents, the outcome will impact how shoppers perceive your retail brand. shoppopdisplays #CustomerService #Retail Click To Tweet.

Retail 126

Retail Customer Service Sales Contact Center 126

Taylor Reach Group

JUNE 23, 2021

A major sporting goods retailer is scheduled to launch an outdoors-focused retail brand in 2021, and has retained The Taylor Reach Group, Inc. This experience will become a huge asset in the upcoming project. A global Contact Center, Call Center, and Customer Experience consulting firm.

E-commerce 120

E-commerce Sports Retail Contact Center 120

CX Network

MAY 3, 2024

Join the CX Retail Exchange to be a part of the next wave of retail excellence, and to define what customer experience holds “in store” as the constantly online customer decides which brands they will.

Retail 105

Retail CX Customer Experience 105

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

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. Let’s get started.

Retail 88

Retail Net Promoter Score Customer Experience CX 88

Intercom, Inc.

AUGUST 5, 2020

As a business grows, most support leaders will be challenged to answer this seemingly trick question: can you provide a best-in-class customer experience…but at a lower cost? If you said “no,” you had to find a way to justify having really happy customers at an equally high cost.

Customer Experience 204

Customer Experience Customer Satisfaction Retail Engineering 204

ECXO

MAY 15, 2023

data gathered during customer interactions) will be crucial to your MadTech strategy since zero- and second-party data are tougher to come by. Futurum’s Experience 2030 report hammers home the importance of this data when it comes to customer experience. Focusing on first-party data (i.e.,

Net Promoter Score 400

Net Promoter Score Technology Technology Retail 400

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

Customer Think

DECEMBER 10, 2021

Retail has been challenged on every front over the last 12 plus months, resulting in several changes within the customer experience (CX) industry – livestream shopping, social commerce, and supply chain disruptions are just a few examples that have forced a dramatic pivot towards digital transformation.

Customer Experience 138

Customer Experience CX Retail Technology 138

Beyond Philosophy

JULY 13, 2021

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Today, we will examine whether this is a good idea or not.

Customer Experience 167

Customer Experience Retail Start-ups Engineering 167

Zendesk

MARCH 20, 2023

The retail industry is under enormous pressure to change. What does this mean for retailers? Brands are now competing on the quality of customer experiences. Retailers that rise to the challenge reap the rewards–higher CSAT, deeper customer loyalty, and solid ROI.

Retail 98

Retail CX Customer Loyalty Customer Experience 98

Retently

AUGUST 15, 2024

That’s what Customer Satisfaction Score (CSAT) is all about. In this article, we’ll dive into the best CSAT tools available for ecommerce and retail businesses. Whether you’re a small online store or a large retail chain, finding the right CSAT platform can be a game-changer. Let’s get started!

Retail 111

Retail Customer Satisfaction NPS Customer Feedback 111

ECXO

JUNE 11, 2023

How do customers experience your brand – across touchpoints? Develop a customer journey map – (re)mapping the customer journey will help you identify areas where you can improve the customer experience. How do you ensure your people understand the part they play in improving what your customers experience?

B2B 390

B2B B2C Touchpoint Customer Satisfaction 390

Customer Think

DECEMBER 8, 2021

If the past two years have taught the retail industry anything, it’s to meet the unexpected, eye-to-eye, with more of the unexpected. Unexpected as in surprising channels, unpredictable brand partnerships and even a dose of the expected.

Retail 126

Retail Customer Loyalty Customer Experience 126

Beyond Philosophy

NOVEMBER 4, 2018

Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Your Customers Like Their Version of Convenience, Too. Having a convenient experience is critical, and it is complicated, too.

Customer Experience 162

Customer Experience Transportation Entertainment Retail 162