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

ECXO

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.

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Journey Orchestration (JO) in Practice II by Ray Gerber at Thunderhead

ECXO

He has extensive expertise in customer relationship management, customer decisions, and self-learning. He also worked in business process management, customer journey management, and enterprise resource planning. Share this event: If you want to get in touch with Ray Garber, he is on LinkedIn.

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Crafting and Cascading a Customer Experience Strategy Across Global Organizations

eglobalis

Successful execution ensures that the company lives up to its promises, thereby fostering trust and loyalty among customers. Companies like Siemens and Samsung start by selecting key divisions in different countries to pilot their strategies. Companies like IKEA, Samsung, Software AG, and Toyota exemplify this principle.

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Unleashing the Power of Real-Time Data: Enhancing Customer Understanding

ECXO

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. Start where you are. You probably already have a 190-degree view of your customers. This year is no different.

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How To Use Customer Service To Increase Profits For An E-commerce Store

Return Customer

Great customer services will help you stand out from the competition and turn occasional shoppers into loyal customers. When you step up your customer service, you meet these expectations and build loyalty, which means customers keep coming back. How fast you respond can greatly affect how satisfied customers feel.

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How to Cut Call Center Costs with Technology

Fonolo

From agent hiring and training to in-house IT support, marketing, and HR, call center costs quickly add up. When it comes to reducing call center costs, start here. Start by calculating your total operating expenses. Then, add up the number of contacts minus abandoned contacts. Consider outsourcing. Voice call-backs.

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Lesson #11 Revisited: Where You Start with VoC Depends on Where You Are—And How AI Can Help Along the Way

PeopleMetrics

No matter where you start, the goal remains the samecreating a VoC program that delivers actionable insights, improves customer experience, and drives business results. The Building Phase: Getting the Basics Right For companies just starting their VoC journey, the focus should be on foundations, not technology.

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