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

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

eglobalis

JUNE 3, 2025

Introduction: The Orchestrating Power of Customer Experience Across Customer Success, Customer Service, and Professional Services CX as an Organizational Culture and Philosophy Customer Experience (CX) today is not a department or a single functionit is a company-wide philosophy and a strategic framework.

AI

ECXO

MARCH 3, 2025

posts header on Linkedin and ECXO One Journey to Rule Them All: What Frodo Can Teach Us About Customer Experience Since I was a teenager, Ive been a huge fan of epic fantasy. After all, creating a great customer experience is a lot like an adventure through Middle-earth. Sound familiar?

Customer Experience

eglobalis

NOVEMBER 26, 2024

For businesses relying on it as a cornerstone of customer experience (CX), the hard truth is that empathy without action can feel hollow—more like a PR stunt than a meaningful commitment. A culture of empathy ensures that it is consistently applied across all client touchpoints.

CX

ECXO

OCTOBER 14, 2024

KPIs that reflect customer needs: We have clear KPIs that reflect our customer’s needs and their performance and they are transparently shared within the organization. 5. Customer Journey and touchpoints: All departments have clarity on our target customers, which is their journey with us, as well as key touchpoints.

CX

CX Journey

JUNE 11, 2025

A brand promise goes beyond a tagline or a campaign; it’s a pledge, a strategic commitment to customers of what they can consistently and reliably expect from your brand. It defines the value your brand delivers at every touchpoint, from products and services to the people behind them. Costs go up. Agility slows down.

Customer Experience

eglobalis

JULY 8, 2025

Introduction: Navigating the AI-Driven CX Revolution Artificial intelligence (AI) is fundamentally reshaping customer experience (CX), and although we are only witnessing the initial stages, its rapid evolution already signals revolutionary changes ahead.

AI

eglobalis

JUNE 30, 2025

With nearly $34 billion in revenue, operations in more than 150 countries, and 95,000+ employees, the company not only shapes the future of healthcare but redefines what leadership, customer experience, and innovation mean in a high-stakes industry. billion Cardiovascular: $11.6 billion Neuroscience: $9 billion Medical-Surgical: $8.4

CX

ECXO

JULY 14, 2025

AI Can’t Save You from Mediocrity Let’s get something straight: automating a bad experience doesn’t make it better—it just makes it faster. And in the rush to slap AI on every customer touchpoint, too many companies are forgetting a brutal truth: If your service sucks, AI will help you deliver suckage at scale. Let that sink in.

AI

PeopleMetrics

FEBRUARY 20, 2025

Touchpoint mapping has always been a critical step in building a great VoC program. It helps CX leaders identify the key interactions customers have with their company and prioritize where feedback is needed most. But as AI advances, the way we approach touchpoint mappingand what we can do with the datahas fundamentally changed.

Touchpoint

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. CX is a Business Strategy, Not a Support Function At first glance, its easy to assume that the Customer Experience Manager is just another version of a customer support lead.

CX

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

ECXO

MARCH 11, 2025

B2B CX – Strategy & Business Alignment Originally posted here with our full version: [link] Introduction A successful Customer Experience (CX) transformation program must be deeply integrated with the business strategy of an organization. Below is a step-by-step approach.

B2B

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.

B2B

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

Taylor Reach Group

JULY 17, 2017

How pervasive is the impending impact of artificial intelligence (AI) on the customer experience (CX)? In the time spent by much greater minds pondering this question from a broader viewpoint, machine learning continues to make its way into all facets of the customer experience. By: JD Fairweather. Discrimination.

Machine Learning

Experience Investigators

JANUARY 7, 2025

An intentional, proactive customer experience (CX) has unmatched power for attracting new customers and earning their lifelong loyalty. To really deliver for your customers and your organizational goals and achieve scalable growth by operationalizing CX you need a calculated CX strategy. Ready to set up for success?

Customer Experience

Futurelab

FEBRUARY 17, 2025

The business needs to be ready to deliver customer experience at the possible, not imaginary level. When it comes to experiences,smooth and easy across all touchpoints will always beat outstanding in one, but bad in another. Do you notice the absence of the words the best, outstanding, or exceeding expectations?

Manufacturing

Experience Investigators

APRIL 22, 2025

Customers dont expect just great service they want every interaction to be easy, intuitive, and maybe even a little magical. As a customer experience change agent, you know fulfilling that expectation isnt always easy. Customer journeys span dozens of channels and touchpoints. Its pretty great, isnt it?

AI

SurveySensum

JULY 14, 2025

That’s exactly what a customer experience survey helps you to do. What is a Customer Experience Survey? A customer experience survey is a type of Voice of Customer survey that helps you gather feedback from customers to understand how they perceive your brand. This is a CX survey.

Actionable Insights

Win the Customer

NOVEMBER 29, 2024

It involves mapping out every touchpoint a customer encounters, both online and offline. This includes interactions with your website, mobile app, social media, customer service, and physical stores. Enhanced Brand Loyalty: A positive customer experience fosters loyalty, leading to repeat business and positive word-of-mouth.

Customer Journey Map

SurveySensum

DECEMBER 30, 2024

CustomerGauge has been specifically built to cater to B2B and handle complex, multi-touchpoint journeys and various account sizes. Built from the ground up around the Accounts Experience methodology, CustomerGauge offers B2B brands guidance for customer surveying and revenue growth, among other things. What is CustomerGauge?

Sentiment Analysis

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes.

CX

The Success League

JUNE 11, 2025

What Proactivity Looks Like in Action Being proactive starts with shifting your focus from your own workflow to the customer’s business goals. It requires the CSM to stay a step ahead—not just by anticipating needs, but by planning touchpoints that align with those goals. They focus on what matters most to the customer.

Touchpoint

eglobalis

JUNE 10, 2025

Predictive Journey Orchestration Advanced AI systems orchestrate user journeys by predicting the most impactful engagement touchpoints, significantly boosting conversion and satisfaction rates. Real Example: Microsoft Dynamics 365 employs predictive journey orchestration, improving enterprise conversion rates by 20%.

Innovation

CX Journey

JULY 23, 2025

Everyone owns part of the customer experience. Customer Metrics in KPIs and Incentives Tie Net Promoter Scores, customer satisfaction ratings, or sentiment drivers into performance reviews or team metrics. Align journey maps, service blueprints, and feedback loops between employee and customer touchpoints.

Mystery Shopping

PeopleMetrics

JULY 10, 2025

When teams see that their efforts to improve the customer experience are making a difference, they stay motivated to do more. They see that it’s more than just a KPI: it’s a window into what your customers value and what they want fixed. Regular touchpoints keep everyone aligned. Quotes and trends keep the story fresh.

NPS

Hodusoft

JANUARY 30, 2025

An omnichannel contact center solution empowers businesses to meet these expectations by unifying all communication channels into a single platform, ensuring consistent interactions and personalized support at every touchpoint. Enhanced customer satisfaction, improved retention rates, and stronger brand loyalty that drives business growth.

Contact Center

SurveySensum

OCTOBER 29, 2024

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. Also, 88% of customers say that a good customer service experience is what makes them more likely to make another purchase from the brand.

Contact Center

Experience Investigators

JULY 8, 2025

In this CX Pulse Check, Jeannie welcomes Marcus Story, Corporate Director of Customer Experience and Social Customer Care at Delaware North, for a candid conversation about the state of travel and hospitality during the busy summer season.

Hospitality

InteractionMetrics

JANUARY 7, 2025

Looking back on 2024, one question stands out in the world of customer experience (CX): How do companies get to the bottom of their customers journeysand then use that knowledge to spark bottom-line success? Opportunities: Areas where improving the experience can drive loyalty, revenue, or efficiency. Takeaway #4.

Customer Journey Map

Win the Customer

DECEMBER 23, 2024

Implications: Product Development: Develop AI models that analyze customer data (purchase history, browsing behavior, demographics, sentiment) to predict individual needs and preferences. Implement personalized recommendations, proactive support, and tailored communication strategies across all customer touchpoints.

AI

SurveySensum

DECEMBER 27, 2024

And when you collect feedback directly from customers, it becomes easier to tweak your products and services to better meet their needs. A technology thats used by Vertice, its intake management solutions enable businesses to improve customer satisfaction. So, what kind of smart tech is out there right now?

Technology

Hodusoft

MAY 7, 2025

Inconsistent Customer Experience In today’s competitive real estate landscape, it’s crucial to provide consistent client interactions. That’s when the customer experience and customer satisfaction goes for a toss. Here are some of the challenges. High Call Volumes This is a huge challenge.

Real Estate

PeopleMetrics

MARCH 11, 2025

A company investing in VoC clearly cares about the customer experiencebut if your survey looks like an afterthought, what message are you really sending? Remember, the survey experience IS part of the customer experience! Customers notice when a survey is slapped together with a generic, low-budget tool.

VOC

Experience Investigators

JULY 22, 2025

You’ll learn the key signs of authentic customer centricity—like feedback that drives real change, empowered employees who can fix problems, and consistency across every touchpoint. We explain why true customer focus requires more than good intentions.

Touchpoint