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 222

CX CX Transformation B2B B2C 222

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 404

Education Customer Experience Customer Journey Map Innovation 404

eglobalis

OCTOBER 9, 2024

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. It reminds businesses to think beyond what customers explicitly ask for and focus on what will truly meet their needs in innovative ways.

Customer Feedback 486

Customer Feedback Compliance Innovation B2B 486

eglobalis

JULY 2, 2024

Furthermore, it investigates contemporary global trends in customer feedback strategies that advocate for a shift beyond simplistic metrics. It’s essential to move beyond singular transactional satisfaction and focus on consistent, longitudinal insights to truly understand customer behaviour and preferences.

NPS 424

NPS Customer Feedback Net Promoter Score B2C 424

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

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

eglobalis

OCTOBER 21, 2024

This mindset reflects a deeper corporate culture of accountability, where customer feedback is seen as a critical tool for continuous improvement. Companies That Deleted Customer Feedback Comcast (USA) : Comcast, long criticized for poor customer service, has faced backlash for deleting customer complaints on social media.

Social Media 471

Social Media B2B Sentiment Analysis B2C 471

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 258

B2B CX Artificial Intelligence Predictive Analytics 258

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 257

Predictive Analytics CX AI NPS 257

eglobalis

FEBRUARY 3, 2025

Introduction In todays digital age, the relationship between technology and customer experience (CX) has become almost inseparable. As artificial intelligence (AI) continues to evolve , it is fundamentally reshaping how businesses interact with their customers, offering personalized, efficient, and predictive solutions.

B2B 337

B2B AI Predictive Analytics Sentiment Analysis 337

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 481

CX Innovation Manufacturing Technology 481

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

eglobalis

SEPTEMBER 28, 2024

This approach not only frustrates customers but also shifts the dealer’s responsibility to the consumer, damaging long-term relationships and demonstrating a total lack of professionalism. Train Your Staff on Modern Customer Experience Practices: Regularly train your team on customer loyalty and experience.

CX 433

CX Close the Loop Legal Transportation 433

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

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 115

CX Customer Experience Net Promoter Score NPS 115

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

eglobalis

OCTOBER 1, 2024

For example, Sales can provide insights on customer feedback directly to Marketing, allowing for more targeted campaigns. Not only does Marketing focus on this, but Product Development, Sales, and Customer Service also have the same KPI. Each team is aligned to improve customer satisfaction, and no department is left behind.

CX 405

CX Finance Customer Journey Map Innovation 405

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 27, 2024

By analyzing churn in conjunction with Customer Experience (CX) metrics—such as customer feedback or satisfaction scores—companies can understand the specific reasons why customers are leaving. CHS enables businesses to predict potential churn and intervene early.

Customer Satisfaction 332

Customer Satisfaction Customer Relationship CX Customer Loyalty 332

ECXO

FEBRUARY 20, 2025

Maria updated her menu descriptions to highlight the artisanal baking methods and locally sourced ingredients, helping customers appreciate the care and quality in every pastry. Continuous Feedback Loop: Regularly seek and act on customer feedback to improve offerings.

Retail 293

Retail Customer Loyalty Sales CX 293

CX Accelerator

OCTOBER 3, 2019

Given that new employee onboarding is a critical time in the life of an employee, I challenged the CX Accelerator community to share two to three things their companies are doing right now, or need to do better in the future, to ensure that new employees are bought in to supporting customer experience (CX) efforts.

CX 296

CX Voice of the Customer Contact Center Start-ups 296

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 368

Customer Experience Customer Journey Map Net Promoter Score B2B 368

ECXO

MARCH 3, 2025

So, when it came time to continue my series on What CX lessons we can learn from movies, there was no way I could leave Frodo and his epic journey out of it. After all, creating a great customer experience is a lot like an adventure through Middle-earth. CX Lesson: In customer experience, you need to play the role of Gandalf.

Customer Experience 156

Customer Experience Actionable Insights Touchpoint CX 156

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

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

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

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 422

Customer Experience VOC Net Promoter Score Government 422

Callminer

FEBRUARY 20, 2025

The CX landscape is evolving. Read this blog to learn how organizations can get more out of their CX investments, including how AI can improve the quality of customer feedback and insights.

AI 182

AI CX Customer Feedback 182

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 382

Net Promoter Score CX NPS VOC 382

ECXO

OCTOBER 30, 2024

As I reflect on this cinematic masterpiece, with the experience and knowledge I have acquired since then, I find intriguing parallels between its themes and the modern concept of customer experience (CX). Regularly seeking customer feedback through surveys, reviews, and direct interactions is essential for understanding how to improve.

Customer Experience 156

Customer Experience Social Media Artificial Intelligence CX 156

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

eglobalis

DECEMBER 4, 2024

In 2024, a bold and controversial claim suggested that customer experience (CX) would become irrelevant by 2030. While such statements are often designed to spark discussion, this particular assertion felt both overly simplistic and misaligned with the transformative, continuously evolving role CX plays in business.

B2B 367

B2B Artificial Intelligence AI CX 367

Callminer

JULY 12, 2023

Here’s how tech companies can use AI-based conversation intelligence to succeed and improve CX in today’s economy using 100% of omnichannel customer feedback.

Omnichannel 345

Omnichannel AI Customer Feedback CX 345

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

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

Experience Investigators

NOVEMBER 16, 2021

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered.

Customer Feedback 133

Customer Feedback Net Promoter Score Close the Loop Customer Journey Map 133