eglobalis

OCTOBER 9, 2024

Will this new feature attract more business or improve customer retention? Will it enhance customer satisfaction and the overall experience? Mini Business Cases: Real Companies Using This Approach Many companies use structured processes to evaluate and act on customer feedback when deciding whether to develop new features.

Customer Feedback 526

Customer Feedback Compliance Innovation B2B 526

eglobalis

FEBRUARY 13, 2025

Empathy in customer experience becomes meaningless if not followed by swift, measurable action that resolves challenges and drives outcomes. They must move beyond understanding and into execution-driven CX strategies that prioritize solutions, speed and measurable impact. They miss the impact of action-oriented strategies.

Predictive Analytics 310

Predictive Analytics CX AI NPS 310

eglobalis

JANUARY 7, 2025

Unlocking the Practical CX Power of Design Thinking for B2B Companies: A Step-by-Step Guide Design Thinking (DT) has emerged during the last 12 years of so as a transformative methodology for addressing complex challenges in todays business environment. Id love to hearwhat is your company doing with DT and CX.

B2B 312

B2B CX Artificial Intelligence Predictive Analytics 312

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 Social Media Touchpoint 156

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. However, transforming CX in a B2B environment is not easy.

CX 250

CX CX Transformation B2B B2C 250

ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

ECXO

OCTOBER 27, 2024

Customer Success (CS) metrics have become central to managing these relationships, offering insights into how businesses can reduce churn, increase product stickiness, and optimize customer satisfaction. In the subscription economy, the faster a customer experiences value, the more likely they are to continue with the service.

Customer Satisfaction 332

Customer Satisfaction Customer Relationship Customer Loyalty CX 332

eglobalis

AUGUST 13, 2024

Rivalry and Collaboration: How the Titans Samsung & Apple Set the New CX Standard of Excellence Introduction In the dynamic and highly competitive world of consumer electronics, two giants consistently stand out: Samsung and Apple. Customer Experience (CX): Samsung: Samsung’s CX is heavily influenced by its technological innovations.

CX 526

CX Innovation Manufacturing Technology 526

eglobalis

SEPTEMBER 28, 2024

Introduction: Toyota and its enhanced brand Lexus have long been recognized as global leaders in the automotive industry, not just for their reliable vehicles but also for their commitment to customer satisfaction and accountability. The post The Hidden Flaws in Toyota’s German Dealerships CX: What Happened to Accountability?

CX 492

CX Close the Loop Legal Transportation 492

eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities.

CX 469

CX Finance Customer Journey Map Innovation 469

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

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 involves analyzing customer feedback, support interactions, and overall customer satisfaction metrics to pinpoint areas for enhancement.

CX 358

CX Customer Satisfaction Innovation Education 358

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 449

Net Promoter Score NPS CX VOC 449

eglobalis

JUNE 27, 2024

Introduction Delivering superior customer experience (CX) is paramount for business success. A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions.

Customer Experience 480

Customer Experience VOC Net Promoter Score Government 480

ECXO

AUGUST 19, 2024

Customer Experience Experimentation: Your Final Frontier Introduction Customer Experience (CX) is a critical battleground in today’s competitive market. To excel, businesses must continuously refine their CX strategies, and one of the most effective ways to do this is through strategic experimentation.

Customer Experience 369

Customer Experience Customer Journey Map Net Promoter Score B2B 369

ECXO

DECEMBER 25, 2024

Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant. For businesses, this means the bar for customer experience (CX) is perpetually rising. Todays customers expect companies to: 1. Together, lets shine even brighter.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

ECXO

OCTOBER 23, 2024

Furthermore, AI enables organizations to gather and analyze customer feedback at scale. Sentiment analysis algorithms can process vast amounts of customer feedback from multiple sources, such as social media platforms, online reviews, and surveys.

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

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. This article delves into the top ten MarTech solutions, that significantly improve CX outcomes.

Customer Experience 450

Customer Experience Social Media Predictive Analytics AI 450

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. Balancing the individual and collective aspects of customer experience is a delicate dance that businesses must master.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

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

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 507

Customer Experience Innovation CX Omnichannel 507

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 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. This article delves into how to define and execute a B2B CX strategy, offering practical insights on how to implement it at both local and global levels.

B2B 400

B2B Customer Experience Touchpoint B2C 400

Retently

MARCH 11, 2025

But CX isnt just about making things easier its a major competitive advantage. That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans. So, what does a CX Manager actually do on a daily basis?

CX 116

CX Customer Experience Net Promoter Score NPS 116

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 373

Customer Experience CX Innovation Artificial Intelligence 373

Retently

MARCH 17, 2025

Table of Contents Weekly, Monthly, Quarterly & Yearly CX Reports: Whats the Difference? And thats exactly what CX reports help with not just reacting to problems, but preventing them. But, heres the challenge – not all CX reports are useful. Weekly, Monthly, Quarterly & Yearly CX Reports: Whats the Difference?

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

ECXO

DECEMBER 4, 2024

Customer Success Uncovered: How SaaS and Manufacturing Win with Tailored Strategies Customer success has become a cornerstone for businesses aiming to foster long-term customer satisfaction, boost retention rates, and drive sustainable growth. Customer Engagement 1.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

ECXO

FEBRUARY 3, 2025

Actions You Can Take: Automate routine tasks like sending order confirmations, scheduling follow-up reminders, or collecting customer feedback. Use email automation to send personalized messages triggered by specific customer actions (e.g., Actions You Can Take: Regularly ask customers how you can improve their experience.

Sales 259

Sales Customer Experience E-commerce Start-ups 259

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Do this, and you are starting your readiness to become a more mature CX company!

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

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 182

CX Customer Journey Map Touchpoint VOC 182

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 182

CX Customer Journey Map Touchpoint VOC 182

Experience Investigators

AUGUST 31, 2021

What are the Best Customer Feedback Questions to Ask? I talk and write a lot about customer feedback. If you’ve read my article on Listening Assessments or downloaded our free Customer Interview Guide resource , you know I love customer feedback that tells a story and contextualizes our other data.

Customer Feedback 138

Customer Feedback CX Invoicing Start-ups 138

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?

Customer Experience 290

Customer Experience VOC Net Promoter Score Innovation 290

SurveySensum

APRIL 16, 2025

A Customer Relationship Management (CRM) survey is a targeted method of collecting customer feedback from the contacts stored in your CRM system. CRM surveys use existing customer data for personalized, context-driven questions. Lets get started. What is a CRM Survey? You want to know why, so just scroll on.

CRM 52

CRM Customer Feedback NPS Touchpoint 52

Intercom, Inc.

OCTOBER 22, 2020

According to Nate Brown , the companies that move from reactive customer service to a more holistic, proactive customer experience (CX) approach will be the ones that ultimately survive and thrive. Taking a holistic approach to CX. Voice of the customer.

CX 218

CX Voice of the Customer Close the Loop Sentiment Analysis 218

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. Empathize: Put yourself in the customer’s shoes.

CX 156

CX Social Media Touchpoint Predictive Analytics 156

CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. Luke Jamieson , thinking about how we engage with our customers and employees says: 8) have high employee attrition (or turnover).

Net Promoter Score 316

Net Promoter Score Legal Construction Social Media 316