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 258

CX B2B AI Innovation 258

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 314

CX Transformation B2B CX Government 314

ECXO

MAY 27, 2024

bnbvvvV Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes Article source: [link] Introduction Artificial Intelligence is revolutionizing enterprise technology, and will redefine enterprise software design, and transform how businesses enhance customer, user experiences and drive business outcomes.

AI 227

AI Technology Technology CX 227

ECXO

NOVEMBER 19, 2024

The Star Wars saga transcends its status as a beloved space opera, emerging as a rich source of insights and lessons that businesses can leverage to enhance customer experience. For businesses, this translates into the need to build strong relationships with customers.

CX 296

CX Customer Experience Social Media Touchpoint 296

ECXO

NOVEMBER 17, 2024

Emotion-Driven Design: Unlocking the Key to Unstoppable Customer Adoption Introduction In the fast-evolving technology landscape, emotional design has emerged as a critical factor influencing adoption rates. This article explores ten essential components that design leaders can employ to enhance emotional adoption in technology.

B2B 390

B2B Technology Technology Customer Loyalty 390

ECXO

DECEMBER 4, 2024

Product Quality Metrics: Manufacturing companies focus on metrics such as product defect rates, warranty claims, and customer complaints to assess product quality and customer satisfaction. Churn Rate: The churn rate represents the percentage of customers who cancel or do not renew their subscriptions. Role of Technology 1.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

Beyond Philosophy

FEBRUARY 14, 2020

To find out more about how your organization’s marketing can improve customer loyalty and retention, contact us at www.beyondphilosophy.com. To subscribe to The Intuitive Customer and never miss a podcast, please click here. This podcast is produced by Resonate Recordings. Click here to see how they can help you.

Technology 195

Technology Technology Social Media Artificial Intelligence 195

eglobalis

MARCH 13, 2025

The message is clear investing in CX transformation isnt just a nicety, its a catalyst for revenue growth, customer loyalty, and competitive advantage. At the same time, B2B customer expectations have risen. These tools enable executives to make informed decisions based on real-time customer data.

CX 222

CX CX Transformation B2B B2C 222

SurveySensum

NOVEMBER 5, 2024

Let’s discover its top 6 drivers behind customer loyalty. Strong Loyalty Program Nike’s loyalty program is more than just a point system. NikePlus is a textbook example of how to do customer loyalty right. However, Nike’s acquisitions extend beyond technology. Remember its acquisition of Converse?

NPS 52

NPS Customer Loyalty Sports Innovation 52

Steven Van Belleghem

NOVEMBER 26, 2021

Changing the game of customer loyalty. What is happening now is still mostly gimmick, but I have a strong hunch that NFTs hold the promise to move beyond the current ‘exciting’ collectibles phase and deeply change the game in customer loyalty. Branded economies could change customer loyalty forever.

Customer Loyalty 131

Customer Loyalty Gaming Entertainment Sports 131

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Loyal customers are likely to buy from you again and refer you to others, increasing your revenue. Customers who don’t feel committed to your brand are more likely to churn and spread negative word-of-mouth.

Customer Loyalty 114

Customer Loyalty Net Promoter Score NPS Voice of the Customer 114

eglobalis

SEPTEMBER 5, 2024

Combining these perspectives offers a holistic view that drives growth, reduces churn, and fosters deeper customer loyalty. This article explores how integrating CS and CX metrics can transform customer strategies, boost adoption, and lead to measurable, data-driven business success.

Net Promoter Score 382

Net Promoter Score CX NPS VOC 382

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn.

NPS 424

NPS Customer Feedback Net Promoter Score B2C 424

eglobalis

JUNE 27, 2024

Establish feedback loops where insights from customer interactions are regularly reviewed and used to make iterative improvements. Implementing Technology Solutions Investing in technology that enhances the customer experience is essential. Continuous monitoring and adaptation are crucial.

Customer Experience 422

Customer Experience VOC Net Promoter Score Government 422

Steven Van Belleghem

JUNE 27, 2022

The latter allows customers to do a workout from the comfort of their own home, with a personal trainer and feedback from a mirror. That they’re evolving from a fashion retailer to a technology company. And that is why they “pay” them back with their loyalty and allow them to use their data.

Customer Loyalty 113

Customer Loyalty Retail CX Technology 113

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 378

Customer Experience Social Media Predictive Analytics AI 378

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

Customer Think

MAY 4, 2023

The recent pullback in headcount and spending at technology companies has put a big dent in marketing team budgets. We’re seeing this impact spread beyond the tech sector, squeezing marketing spend across industries. How can you acquire new […]

Customer Loyalty 122

Customer Loyalty Technology Technology 122

ECXO

JUNE 19, 2024

Future Trends and Opportunities Advancements in AI Technology The field of AI is continuously evolving, with new advancements and capabilities emerging regularly. One of the most promising developments is the integration of AI with other emerging technologies, such as augmented reality AR and virtual reality VR. Accessed June 2024.

AI 386

AI Customer Experience Legal Manufacturing 386

ECXO

OCTOBER 23, 2024

For example, a retail organization can use AI to send personalized product suggestions based on a customer’s previous purchases or browsing history. This level of proactive engagement not only improves the customer experience but also increases the likelihood of repeat purchases and customer loyalty.

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

Customer Think

JULY 21, 2021

Customers have evolved. Photo credit: [link] If you’re a retailer, the past 18 months have been challenging. I’m sure you’re well sick of the word ‘pivot’ and have chopped and changed your strategy more times than you can count. They’ve been forced to change the way they shop and how they interact with brands. With […].

Customer Loyalty 132

Customer Loyalty Retail Technology Technology 132

ECXO

JULY 29, 2024

Establish feedback loops where insights from customer interactions are regularly reviewed and used to make iterative improvements. Implementing Technology Solutions Investing in technology that enhances the customer experience is essential. Continuous monitoring and adaptation are crucial.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

Customer Think

AUGUST 23, 2021

The outsize popularity of dystopian TV shows aside, there’s no firm consensus on what AI technology will mean for our future on the planet. What is certain is that the triumph of machine learning is a boon for forward-thinking companies. At the most fundamental level, AI solutions free up employees to focus on tasks that […].

AI 122

AI Customer Loyalty Machine Learning Technology 122

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 405

CX Finance Customer Journey Map Innovation 405

Adrian Swinscoe

JANUARY 7, 2025

Todays podcast is with Marcel Barrera, Chief Strategy Officer at serviceMob Inc, a customer service enterprise technology company specializing in data ontology driven analytics.

Technology 147

Technology Technology Customer Service Artificial Intelligence 147

Win the Customer

NOVEMBER 20, 2024

Enhanced Customer Satisfaction: When customers feel heard and understood, they are more likely to be satisfied with their experience, even if the issue isn’t fully resolved. Increased Customer Loyalty: Empathetic interactions build trust and loyalty, encouraging customers to choose your brand over competitors.

Net Promoter Score 59

Net Promoter Score Artificial Intelligence Social Media Business Growth 59

Adrian Swinscoe

NOVEMBER 20, 2023

Today’s interview is with Micah Solomon, a renowned expert on customer service, hospitality, and customer experience. Micah joins me today to talk about his new book: […] The post Your customer doesn’t want to know about your technology – Interview with Micah Solomon first appeared on Adrian Swinscoe.

Technology 113

Technology Technology Hospitality Hospitality 113

ECXO

APRIL 10, 2024

Ethnographic research provides rich and authentic insights into the emotional frequencies customers experience during their interactions with your brand. Emotional AI and Sentiment Analysis: Utilize advanced technologies such as emotional AI and sentiment analysis to automatically detect and analyze the emotional frequencies in customer data.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

Customer Think

DECEMBER 19, 2021

The value of every e-commerce website and app is determined by the great experience that customers have with them. Customer satisfaction is increased as a result of […]. Source: Freepik For many years, e-commerce has completely overtaken all other traditional ways of acquiring and selling.

E-commerce 116

E-commerce Customer Loyalty Customer Satisfaction Technology 116

ECXO

JULY 26, 2023

This level of personalisation increases customer satisfaction, loyalty and advocacy = sustained growth. Real-time data analytics and CDP adoption are gaining traction in Europe and across the globe IT leaders last year told IDC that investing in technology to achieve real-time decision making was a top priority.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Customer Think

SEPTEMBER 8, 2023

Heading into Apple’s WWD earlier this year, rumors rumbled that the titan tech company would unveil a drastically enhanced mobile wallet with iOS 17. The event came and went, and then shortly after, Apple released a video unveiling a couple of arguably minor new payment- and ID-related enhancements.

Customer Loyalty 97

Customer Loyalty Technology Technology 97

Uniphore

JUNE 10, 2021

Our solution: educate centers on the power of automation and empower agents to use technology to their advantage. Along the way, we learned a lot about the obstacles customers and agents face today. Transition to work-at-home with legacy technology. Drive Agent Satisfaction to Drive Customer Loyalty. Read More.

Contact Center 246

Contact Center Outlook Gaming Education 246

Doing CX Right

MAY 24, 2024

Ticketmaster fiasco reveals the high cost of lost customer loyalty. Learn lessons on pricing, technology, user experience and prioritizing customer experience. The post The High Cost of Lost Customer Loyalty: Ticketmaster’s 5 Lessons For Every Industry appeared first on Doing CX Right.

Customer Loyalty 59

Customer Loyalty CX Technology Technology 59

Customer Think

JULY 17, 2021

Customer experience has never been more important than it is today. Unfortunately, many organizations are missing key ingredients required to elevate their customer experiences. Here are some questions to ask yourself as you consider ways to improve your customer interactions. How do you make customers feel?

Technology 122

Technology Technology Customer Experience Contact Center 122

Intercom, Inc.

AUGUST 26, 2020

In the coming year, 55% of support leaders are increasing their spend on technology to scale their efforts. With a focus on ROI, nearly a third (30%) plan to measure their team’s impact on customer retention. A technology-driven playbook emerges. While customer expectations might be rising, budgets are shrinking.

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations B2C 233

Intercom, Inc.

DECEMBER 22, 2020

We launched the Conversational Support Funnel , a new framework for thinking about how to empower your team to provide the best support for your customers. We explored how customer support is evolving into a value driver , not a cost center. We argued that support teams are driving greater customer loyalty – and faster growth.

Customer Relationship 220

Customer Relationship Customer Loyalty CX Sales 220

Customer Think

JULY 22, 2021

Customer experience is one of those tricky things to get right. It’s even harder when recovering from a global pandemic. Before COVID-19 forced everything online, companies struggled to deliver valuable digital experiences.

Customer Loyalty 111

Customer Loyalty Customer Experience Technology Technology 111