eglobalis

FEBRUARY 3, 2025

Sentiment Analysis for Enhanced Engagement AI-powered sentiment analysis tools help B2B businesses understand customer emotions and tailor their responses accordingly. Samsung uses AI to analyze customer feedback and improve its B2B solutions, ensuring that its products and services align with client needs.

B2B 399

B2B AI Predictive Analytics Sentiment Analysis 399

eglobalis

JANUARY 7, 2025

For B2B companies, this methodology can bridge the gap between customer needs and business objectives, leading to innovation in services, products, and experiences. This collaborative effort led to innovative features like enterprise-specific collaboration tools and tailored user experiences for different industries.

B2B 300

B2B CX Artificial Intelligence Predictive Analytics 300

ECXO

NOVEMBER 26, 2024

These are the people who can seemingly do it all—close deals, resolve customer issues, inspire their team, innovate on the fly, and still have time to meet impossible deadlines. Stagnation in Innovation When you rely on unicorns to innovate and problem-solve, other employees may not feel empowered to contribute their ideas.

CX 334

CX Artificial Intelligence Innovation Customer Satisfaction 334

eglobalis

JULY 25, 2024

While the USA leads in delivering superior customer experiences, Europe and the UK often lag behind. This article explores the reasons behind this disparity, examining factors such as cultural differences, investment levels, regulatory environments, and innovation adoption rates.

Customer Experience 499

Customer Experience Innovation CX Omnichannel 499

ECXO

MARCH 6, 2025

Leadership also needs to model the change talking about customers consistently, celebrating customer-focused wins, and incorporating customer impact into decision-making criteria. These are opportunities where exceptional experience can strongly influence a customers loyalty and spend.

CX Transformation 339

CX Transformation B2B CX Government 339

eglobalis

NOVEMBER 26, 2024

Pepper Content [link] Beyond NPS: Why Customer Feedback Needs a 360-Degree Revolution [link] The post Empathy Won’t Save You: Why CX Thrives on Action, Not Sentiment but Outcomes?

CX 504

CX B2B Predictive Analytics B2C 504

eglobalis

AUGUST 13, 2024

Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons. Samsung’s mobile line of business, particularly the Galaxy series, has established itself as a leader in the global smartphone market, known for innovation and cutting-edge technology. Apple Apple Inc.,

CX 518

CX Innovation Manufacturing Technology 518

ECXO

DECEMBER 25, 2024

A company that ignores these expectations risks becoming irrelevant, no matter how competitive its pricing or how innovative its product offerings may be. But meeting these expectations effectively requires companies to truly listen to their customersa fundamental pillar of excellent customer experience.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

ECXO

OCTOBER 14, 2024

Customer Journey and touchpoints: All departments have clarity on our target customers, which is their journey with us, as well as key touchpoints. 6. Customer Feedback: Customer feedback directly influences our product development and service improvement strategies.

CX 156

CX Customer-Centric Organization Social Media Touchpoint 156

Intercom, Inc.

MAY 22, 2018

We use it extensively to help teams get at the heart of user problems, make product development more efficient and sustain the innovative heartbeat that’s core to our DNA. These insights will help you develop a deeper understanding of your users and whether their needs require innovative new solutions or improvements to existing ones.

Innovation 223

Innovation Net Promoter Score Customer Satisfaction Customer Feedback 223

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 458

CX Finance Customer Journey Map Innovation 458

eglobalis

MARCH 30, 2025

The goal: a comprehensive analysis of whether these innovations can truly supplant old-school surveys, and what that means for the future of customer experience management. The Limitations of Traditional Customer Surveys For decades, companies have relied on periodic surveys like NPS and CSAT to gauge customer satisfaction and loyalty.

AI 334

AI CX Sentiment Analysis Predictive Analytics 334

ECXO

JANUARY 21, 2025

His focus was always on innovation, so much so that he didnt pay much attention to customer feedback. Apexs gadgets were innovative, and people initially loved them. Customers were starting to complain about poor customer service, confusing user manuals, and the lack of durability in newer products.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

ECXO

JUNE 23, 2024

Firstly, it’s crucial to assess your current customer service processes and identify areas that can be improved to align with the customer success approach. 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

JUNE 27, 2024

IKEA’s vision of creating a better everyday life is reflected in their commitment to sustainability, affordability, and innovative design. Philips focuses on improving people’s health and well-being through meaningful innovation, aligning their culture with this vision through extensive training programs and open communication.

Customer Experience 467

Customer Experience VOC Net Promoter Score Government 467

Zonka Feedback

NOVEMBER 25, 2024

Today, customer feedback has become of utmost importance as it reveals how customers perceive your product, their experience, and pain points. It's like a mirror reflecting areas for improvement to drive product growth and innovation.

Customer Feedback 52

Customer Feedback NPS Innovation Customer Experience 52

ECXO

JUNE 19, 2024

DALL-E development by ECXO The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience Article source: [link] Introduction The advent of generative AI is reshaping the landscape of physical product design, driving innovation, practicality, and enhancing the customer experience.

AI 386

AI Customer Experience Legal Manufacturing 386

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. The post Customer Service + AI = Customer Success 3.0

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

ECXO

OCTOBER 7, 2024

As the architect of experiences that go beyond the transactional, you have the ability to decode customer needs and desires, turning them into actionable insights that propel your organization forward. Innovation is your constant companion in this exhilarating journey. o Strategies: Implement rigorous quality control measures.

Customer Experience 373

Customer Experience CX Innovation Artificial Intelligence 373

ECXO

AUGUST 19, 2024

The company uses A/B testing extensively to refine hardware and software features, gathering feedback on design prototypes to enhance user interaction and satisfaction. Real-time analytics and customer feedback are integral to Samsung’s approach, allowing the company to identify pain points and make necessary adjustments.

Customer Experience 369

Customer Experience Customer Journey Map Net Promoter Score B2B 369

C3Centricity

NOVEMBER 26, 2024

Monzo’s commitment to customer-led innovation sets it apart in a competitive landscape. Monzo doesn’t just listen to customer feedback; it actively engages users in co-creating the bank’s services. A leading example of this approach is Monzo , a digital-first bank based in the UK.

Innovation 116

Innovation Customer Retention Customer Feedback Actionable Insights 116

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. Boost Customer Engagement with CRM-Integrated Email Surveys What is it?

CRM 52

CRM Customer Feedback NPS Touchpoint 52

ECXO

MARCH 15, 2024

Businesses that prioritize their employees’ well-being, training, and development often find that this care and attention is reflected in the customer experience. The sixth sin is a failure to innovate. The world of customer experience is like a dance floor, always in motion and evolving.

Customer Experience 290

Customer Experience VOC Net Promoter Score Innovation 290

Intercom, Inc.

MAY 21, 2018

Commonly known as strategic or formative research, exploratory research can play a pivotal role in helping your company save time in product development and keep its innovative heart beating. Here at Intercom, exploratory research is a key step in our innovation process. How exploratory research drives efficient innovation.

Innovation 143

Innovation Net Promoter Score Start-ups Customer Satisfaction 143

ECXO

JULY 29, 2024

Coca-Cola’s vision of refreshing the world and inspiring moments of optimism is reflected in their commitment to sustainability and innovation. Aligning the Organization’s Culture An organization’s culture should support and promote customer-centric values. Companies like Barclays in Europe and Honda in APAC excel in this area.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

Steven Van Belleghem

JANUARY 31, 2022

Don’t take feedback literally. Feedback is not something that you need to take literally. The real challenge with customer feedback is to understand what people really want. Customer feedback is not about micro-managing all the small details that they offer you. The post Is Customer Feedback Overrated?

Customer Feedback 109

Customer Feedback Innovation AI 109

ECXO

APRIL 10, 2024

Similarly, in customer experience, a customer can behave both as an individual “particle” and as part of a collective “wave” As individual “particles”, customers have unique, personal experiences with a business. Coherence: In quantum physics.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

Intercom, Inc.

JUNE 2, 2021

A well-crafted problem statement ensures the team shares an understanding of the core problem your customers are facing. Some problems need a straightforward solution, while others require more innovation. Our team aligns on three points: Innovation . Innovation. But not every problem is equally important. Investment .

Innovation 251

Innovation Start-ups Omnichannel NPS 251

Gainsight

JANUARY 17, 2020

When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback. Your users are likely communicating with your company through multiple channels and it can seem like feedback gets lost in a black hole. What is important to customers? Chris Chumley.

Customer Feedback 117

Customer Feedback Construction Engineering Sales 117

ECXO

OCTOBER 30, 2024

Rather than overwhelming customers with choices, they should focus on curating personalized experiences that resonate with individual preferences and needs. By prioritizing genuine interactions and valuing customer feedback, businesses can empower consumers to make informed decisions, much like Neo embracing his role as “The One.”

Customer Experience 156

Customer Experience Social Media Artificial Intelligence CX 156

Execs In The Know

APRIL 23, 2021

Acceptance is a pivotal milestone for employees, their experience at work, and their ability to help you innovate. All these concerns provide executives with opportunities for innovation. Understanding and looking after your employees’ needs and concerns will ultimately lead to better customer experiences. Movement along the K?bler-Ross

Innovation 93

Innovation CX VOC Outlook 93

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. Dive into the steps for effective questionnaire design, crucial areas for feedback, and tactics for maximizing the valuable data you collect without the fluff. What questions do you include to not only garner responses but also drive your business forward?

Customer Feedback 93

Customer Feedback Net Promoter Score Customer Satisfaction NPS 93

ECXO

APRIL 18, 2024

He was a Customer Success Manager at a well-known company, “TechEase” A traditional company in the city that has been there for decades, working in the same way they have always worked. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture.

Customer Experience 314

Customer Experience Start-ups Customer Feedback Sales 314

Execs In The Know

APRIL 10, 2024

In today’s competitive marketplace, the ability to listen to and act upon feedback is not just a nice-to-have; it’s a critical component of a brand’s success strategy. Understanding your customers’ needs, expectations, and experiences is pivotal in today’s hyper-connected world.

Customer Feedback 52

Customer Feedback Innovation Artificial Intelligence Social Media 52

SurveySensum

FEBRUARY 1, 2024

But the real magic happens when we turn this product feedback into practical steps for innovation. How Customer Feedback Helps in Product Innovation Customer feedback means everything customers share after using a product or service. This article shares five easy ways to do just that.

Customer Feedback 52

Customer Feedback Innovation Social Media Start-ups 52

ECXO

AUGUST 6, 2024

When companies struggle with future thinking, it can negatively influence their ability to meet customer expectations and adapt to changing market conditions. The ability to engage in future thinking is crucial for delivering a superior customer experience. 3. Innovation and Product Development a.

Customer Experience 177

Customer Experience Innovation Education Government 177

eglobalis

FEBRUARY 13, 2025

Empathy in customer experience is essential, but businesses must follow through with actionable solutions that drive results and improve growth and client retention. The Gist Action over sentiment. Empathy alone isnt enough. Swift, measurable actions must follow to resolve issues and drive client satisfaction. Proactive problem-solving.

Predictive Analytics 300

Predictive Analytics CX AI NPS 300