ECXO

MARCH 11, 2025

Step 7: Use Technology to Strengthen CX Strategy Execution Technology enhances CX by providing deeper customer insights, streamlining interactions, and enabling automation. Action Point: Ensure all CX-related technology investments align with overall business transformation objectives.

B2B 311

B2B CX CX Transformation Net Promoter Score 311

ECXO

MARCH 6, 2025

CX transformation in a B2B organization means making customer-centric improvements across the entire business. It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer.

CX Transformation 339

CX Transformation B2B CX Government 339

ECXO

NOVEMBER 26, 2024

This not only improves their skills but also empowers them to handle challenging customer situations with confidence. Leverage Technology, Automation, and Data-Driven Insights to Enhance Customer Service Incorporate technology and automation tools to streamline customer service processes.

CX 334

CX Artificial Intelligence Innovation Customer Satisfaction 334

eglobalis

FEBRUARY 24, 2025

As businesses navigate a rapidly evolving landscape, the blend of technology and personal engagement not only refutes the extinction myth but also reinforces that continuous adaptation and thoughtful decision-making remain at the core of lasting customer relationships. The truth is that CX will not disappear.

CX 291

CX B2B AI Innovation 291

eglobalis

OCTOBER 14, 2024

Third, the rise of AI and technology has outpaced the development of new educational tools, leaving many learners without access to the personalized learning methods that could benefit them the most. Bain offers CX consulting and training services heavily centered on NPS and customer feedback systems.

Education 447

Education Customer Experience Customer Journey Map Innovation 447

ECXO

NOVEMBER 19, 2024

Just like the diverse group of heroes banding together to overcome formidable obstacles, businesses must be prepared to listen to customer feedback, evolve their offerings, and address any issues that arise promptly. Regular cross-functional meetings can ensure that every department is aligned on customer experience goals.

CX 296

CX Customer Experience Social Media Touchpoint 296

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)? past customers who churned or became high-value advocates) and identify patterns.

AI 320

AI CX Sentiment Analysis Predictive Analytics 320

eglobalis

JULY 25, 2024

Her success is largely due to the European market’s current focus on fundamental CX concepts like journey mapping, cultural transformation, technology, and strategy, areas in which she excels, complemented by her very engaging and likable personality. However, many European top executives still do not fully grasp this aspect.

Customer Experience 488

Customer Experience Innovation CX Omnichannel 488

Intercom, Inc.

SEPTEMBER 3, 2020

Which is why customer feedback is a big deal to all of our teams – it’s really integral to what we do and how we build. So If you’ve ever asked yourself – how does my feedback add up to the features and updates that we build? Customer feedback is a big deal here at Intercom.

Customer Feedback 212

Customer Feedback Engineering Start-ups Voice of the Customer 212

Beyond Philosophy

OCTOBER 17, 2024

Tim Waterton , Chief Revenue Officer of HappyOrNot ©, a company helping organizations gather customer feedback, has over 20 years of experience leading and building revenue for global technology companies. So, I am sharing it here as well since many of you might have the same question about getting customer feedback.

Customer Feedback 78

Customer Feedback Construction Start-ups Education 78

eglobalis

AUGUST 13, 2024

This symbiotic relationship has led to a continuous evolution in technology, pushing the boundaries of what customers expect and experience. 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.

CX 507

CX Innovation Manufacturing Technology 507

eglobalis

MARCH 13, 2025

Highlight Competitive Advantage : Show how a superior customer experience differentiates the company from competitors, potentially leading to increased market share. Leverage Customer Insights : Utilize customer feedback and analytics to identify pain points and opportunities, demonstrating a data-driven approach to decision-making.

CX 234

CX CX Transformation B2B B2C 234

ECXO

DECEMBER 25, 2024

The Changing Landscape of Customer Expectations Over the last decade, customer expectations have evolved dramatically, reshaped by advancements in technology, the proliferation of online shopping, and the increasing availability of personalized services. Segment feedback into actionable categories (e.g.,

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

eglobalis

OCTOBER 1, 2024

For example, Sales can provide insights on customer feedback directly to Marketing, allowing for more targeted campaigns. Similarly, IT can work closely with Operations to ensure that the necessary technological infrastructure supports both departments’ needs.

CX 443

CX Finance Customer Journey Map Innovation 443

eglobalis

JUNE 27, 2024

Conduct comprehensive research to understand the full scope of the customer journey. This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Companies like HSBC in Europe and Toyota in APAC excel in this area.

Customer Experience 453

Customer Experience Net Promoter Score VOC Government 453

SurveySensum

DECEMBER 27, 2024

Customer satisfaction is at the heart of every successful business, and getting it right involves more than just good service – its about creating a smooth experience and being responsive to what your customers want. Technology makes it all a bit easier these days. Lets dive in!

Technology 52

Technology Technology Artificial Intelligence CX 52

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 428

Customer Experience Social Media Predictive Analytics AI 428

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

eglobalis

DECEMBER 4, 2024

Assertions that advancements in artificial intelligence (AI) and automation will replace human-led CX strategies overlook the complexity of customer relationships, the role of cultural nuances, and the limitations of technology in addressing human-centric needs across both B2B and B2C environments.

B2B 417

B2B Artificial Intelligence AI CX 417

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

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

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.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

ECXO

JULY 29, 2024

Conduct comprehensive research to understand the full scope of the customer journey. This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Companies like Barclays in Europe and Honda in APAC excel in this area.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

ECXO

DECEMBER 4, 2024

It helps determine the profitability and long-term value of the customer. Role of Technology 1. Automated Onboarding Processes: SaaS companies leverage technology to streamline and automate the onboarding process, ensuring a seamless and efficient experience for new customers. SaaS Companies a. Manufacturing Companies a.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

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

PeopleMetrics

JANUARY 30, 2025

When I wrote Listen or Die in 2017, we were witnessing a major shift in how businesses captured customer feedback. Voice of Customer (VoC) software had already disrupted traditional CSAT tracking, making it faster, cheaper, and more accessible. The ones that interrupted dinner and cost a fortune? VoC software changed all that.

VOC 110

VOC AI Social Media Hospitality 110

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves. Click to download. Click to download.

Customer Feedback 108

Customer Feedback Net Promoter Score NPS Voice of the Customer 108

ECXO

OCTOBER 7, 2024

You are tasked with reinventing the customer journey, merging technology and human touch to craft seamless, personalized experiences. I frequently encourage every member of the company to think from the customer’s perspective ensuring that customer satisfaction is embedded into the very fabric of the organization.

Customer Experience 373

Customer Experience CX Innovation Artificial Intelligence 373

eglobalis

SEPTEMBER 16, 2024

Leverage Digital Tools Digital transformation is crucial for delivering exceptional B2B customer experiences. Technologies such as automation, AI-driven insights, and omnichannel platforms are essential to optimize customer interactions across all touch-points.

B2B 375

B2B Customer Experience Touchpoint B2C 375

eglobalis

SEPTEMBER 5, 2024

This article explores how integrating CS and CX metrics can transform customer strategies, boost adoption, and lead to measurable, data-driven business success. Additionally, I’ll share my personal experience working with technology companies and how this approach is particularly beneficial in today’s rapidly evolving landscape.

Net Promoter Score 422

Net Promoter Score NPS CX VOC 422

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

ECXO

JUNE 19, 2024

In the end of the day, it all only will benefit the customers independent of who your company is serving B2B or B2C. Improving Customer Feedback Mechanisms The ability to visualize concepts early in the design process allows for more precise and actionable consumer feedback.

AI 386

AI Customer Experience Legal Manufacturing 386

Futurelab

FEBRUARY 22, 2025

You sit down to review 2025 plans in your customer service department. There are automation projects, trainings, a chatbot, a voice bot, an AI test Everything looks on track until customer feedback is brought up, and they are unhappy. Ensure all initiatives contribute to a unified customer goal.

Legal 130

Legal Start-ups AI Technology 130

C3Centricity

AUGUST 15, 2023

Customer journeys are evolving fast, and technology is at the forefront of this transformation, especially in the past couple of years, thanks […] The post Providing Amazing Customer Journeys by Leveraging the Power of Technology first appeared on c3centricity.

Technology 118

Technology Technology Predictive Analytics Social Media 118

Customer Think

AUGUST 28, 2023

This industry is recognized for its exceptional food and delivering the best customer experiences. Hence, customer feedback is key to understanding diner preferences and improving overall operations. This is where restaurant feedback software comes into play. In […]

Customer Feedback 97

Customer Feedback Customer Experience Technology Technology 97

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience. An organization that can act on feedback.

Text Analytics 78

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 78

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 92

Customer Feedback Net Promoter Score Customer Satisfaction NPS 92