Remove Customer Journey Map Remove NPS Remove Touchpoint
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Beyond the Basics: Why the Traditional Customer Experience Education Model is Outdated

eglobalis

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. The traditional 5-6 pillar model of CX education was created to give professionals a structured approach to understanding customer experience.

Education 444
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B2B CX – Strategy & Business Alignment

ECXO

Identify which customer touchpoints are most critical to revenue generation, retention, and operational efficiency. Example: A SaaS company may find that improving the onboarding journey reduces churn , while a manufacturing firm might prioritize faster issue resolution in after-sales support.

B2B 310
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How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes

ECXO

While customer delight is the ultimate goal, framing it in terms of ROI and competitive advantage speaks the language of executives and ensures CX strategy gets the necessary support. Customer experience spans many touchpoints and processes trying to fix everything at once can overwhelm the team and dilute resources.

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AI and Customer Experience: The Smarter, Faster, and More Personal Duo Redefining B2B Success

eglobalis

By adopting similar AI-powered customer data platforms (CDPs), your company can segment B2B audiences and deliver personalized marketing messages, enhancing customer retention and satisfaction. This enables businesses to address concerns proactively and improve customer satisfaction.

B2B 381
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Customer Experience Experimentation: Your Final Frontier

ECXO

Refined Customer Journey Mapping : Experimentation is particularly useful for refining customer journey maps. By testing different journey scenarios, businesses can identify the true paths customers take and optimize touchpoints, improving overall experience and alignment with customer expectations.

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How to Define and Execute a B2B Customer Experience Strategy

eglobalis

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 372
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Why Silos in 2020’s CX Aren’t Your Real Problem—And What You Should Focus on Instead

eglobalis

When every department works toward common targets—such as customer satisfaction or operational efficiency—it becomes easier to focus on the broader company mission rather than department-specific objectives. Take, for instance, a company that uses Net Promoter Score (NPS) as a shared KPI across all departments. The result?

CX 440