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

eglobalis

JULY 2, 2024

Despite its simplicity, more than 75% of organizations are projected to phase out NPS as a Measure of Success for Customer Service and Support by 2025, according to Gartner. This approach ensures a comprehensive evaluation of customer experience efforts, fostering continuous improvement and adaptation to evolving customer expectations.

NPS 456

NPS Customer Feedback Net Promoter Score B2C 456

Beyond Philosophy

FEBRUARY 14, 2020

This is the first of a two-part interview with Messina about his concept of Conversational Commerce and how it will affect the future of Customer Experiences on social media and the relationships that develop there. To subscribe to The Intuitive Customer and never miss a podcast, please click here.

Technology 195

Technology Technology Social Media Artificial Intelligence 195

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 490

Customer Experience Innovation CX Omnichannel 490

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 509

CX Innovation Manufacturing Technology 509

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 419

B2B Artificial Intelligence AI CX 419

Intercom, Inc.

JUNE 14, 2022

Customer relationship management (CRM) is a strategy and methodology that revolves around using data and feedback to build authentic, meaningful relationships with prospects and customers, keeping them connected and loyal to your company. What is customer relationship marketing? .

Customer Relationship Management 118

Customer Relationship Management Customer Relationship CRM Social Media 118

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 430

Customer Experience Social Media Predictive Analytics AI 430

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

SurveySensum

DECEMBER 27, 2024

Whether it’s solving an issue on the spot, offering a great overall experience, or listening to customer feedback , each piece plays a key role in keeping customers happy and coming back. Technology makes it all a bit easier these days. If youre looking at investing in smart technology, here are a few options to explore.

Technology 52

Technology Technology Artificial Intelligence CX 52

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 424

Net Promoter Score NPS CX VOC 424

ECXO

AUGUST 12, 2024

All rights reserved © ECXO.org CX Design Matters: The Hidden Key to Boosting Tech Adoption Rates In today’s fast-paced digital world, the design of technological products plays a crucial role in determining their adoption rates and the overall experience they deliver to users. Designed by DALL·E.

CX 395

CX E-commerce Legal B2C 395

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. Article authored by Ricardo Saltz Gulko.

Customer Experience 455

Customer Experience Net Promoter Score VOC Government 455

ECXO

NOVEMBER 19, 2024

By delving into the lessons offered by this epic franchise, businesses can unlock new strategies for improving customer experience, solidifying their place in a galaxy that is always evolving and expanding. Encourage your team to adopt a growth mindset , embrace new technologies, and be open to experimentation.

CX 296

CX Customer Experience Social Media Touchpoint 296

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. Article authored by Ricardo Saltz Gulko.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

Customer Think

JUNE 9, 2023

Thanks to investments in process, data capabilities, advanced analytics and new generation channel technologies, digital touchpoints are becoming more integrated and ubiquitous than ever before. Cultivating relationships with high-value customers requires precision in analytics-driven targeting, personalization and […]

Customer Relationship 122

Customer Relationship Touchpoint Technology Technology 122

ECXO

JANUARY 25, 2022

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. He also worked in business process management, customer journey management, and enterprise resource planning.

Customer Relationship Management 296

Customer Relationship Management Engineering Innovation CX 296

ECXO

JULY 10, 2024

Gartner predicts that over 75% of organizations will move away from using NPS as a primary metric for customer service and support by 2025. The simplicity of NPS fails to capture the complexities of customer relationships and experiences, which are vital for improving satisfaction.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

ECXO

OCTOBER 23, 2024

AI-powered sentiment analysis tools can analyze customer interactions, such as emails, chat logs, and social media posts, to determine the sentiment behind their messages. This real-time feedback allows businesses to identify potential issues or areas for improvement promptly.

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

ECXO

JUNE 23, 2024

This involves not only training your team on customer success principles but also ensuring that every department within your company understands and prioritizes the customer’s success and satisfaction. Furthermore, implementing the right technology and tools is paramount for the success of your customer success team.

CX 358

CX Customer Satisfaction Innovation Education 358

eglobalis

MARCH 13, 2025

Break Down Silos and Encourage Cross-Functional Collaboration Customer experience is not the responsibility of a single department; it must be embedded across all functions. Facilitate collaboration between teams by aligning goals, sharing customer insights, and ensuring seamless internal workflows.

CX 235

CX CX Transformation B2B B2C 235

PeopleMetrics

JANUARY 30, 2025

Today, I want to revisit this evolution and explore how AI is reshaping VoC programsnot by replacing human connection, but by enabling deeper, more meaningful customer relationships. Remember: Technology enables better listening, but it's still humans who turn listening into action. VoC software changed all that.

VOC 110

VOC AI Social Media Hospitality 110

Steven Van Belleghem

DECEMBER 4, 2022

In cases like these, I always have to think about Roy Charles Amara who was the president of the Institute for the Future and who coined Amara’s law on the effect of technology in 2006: “We tend to overestimate the effect of a technology in the short run and underestimate the effect in the long run”. Not there yet.

Technology 104

Technology Technology CX Start-ups 104

ECXO

APRIL 10, 2024

By embracing the principles of quantum physics, businesses can gain a deeper understanding of customer emotions, create coherent and unified experiences, overcome barriers, make quantum leaps in customer satisfaction, and leverage the interconnectedness of customers to enhance the overall customer experience.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

eglobalis

OCTOBER 9, 2024

Does your technology stack support the requested feature? Likewise, if the feature is accepted but will take time, setting clear expectations helps maintain strong customer relationships. Challenges : Managing customer disappointment can be tough, especially with long-term clients.

Customer Feedback 513

Customer Feedback Compliance Innovation B2B 513

ECXO

OCTOBER 30, 2024

Similarly, in the realm of customer experience, personalization is key. Customers today expect brands to understand their preferences, behaviors, and needs. Implementing data analytics and customer relationship management (CRM) tools can help businesses tailor their offerings and communication effectively.

Customer Experience 156

Customer Experience Social Media Artificial Intelligence CX 156

Intercom, Inc.

DECEMBER 22, 2020

When we created Scale, we had no idea what the year would hold in store; we simply knew that investing in long-term customer relationships was the key to success. We interviewed Chris Jewitt, Customer Success Manager at Klaus , to find out his best practices for building a strong, scalable support experience.

Customer Relationship 220

Customer Relationship Customer Loyalty CX Sales 220

Intercom, Inc.

AUGUST 27, 2020

Success in the subscription economy isn’t about having the best product; it’s about having the strongest customer relationships. From the new services that legacy businesses are bringing to market to the metrics being used to fight churn, everything must be designed around the customer. Fighting churn with data.

Customer Relationship 211

Customer Relationship Sports Construction Manufacturing 211

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. Start where you are.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Win the Customer

NOVEMBER 25, 2024

Human interaction is crucial for building trust, resolving complex issues, and fostering long-term customer relationships. Continuous Learning: Encourage ongoing training and development to stay updated on the latest AI technologies and best practices.

AI 59

AI Artificial Intelligence Customer Satisfaction Technology 59

Intercom, Inc.

NOVEMBER 5, 2020

Retail is constantly changing: from stalls to malls, the way we shop is always evolving in tandem with cultural, economic, and technological shifts. Changing customer relationships. No matter how good technology gets, there’s no replacement for face-to-face interaction,” he says.

Retail 206

Retail Entertainment Customer Relationship Technology 206

DMG Consulting

FEBRUARY 20, 2025

Contact Center Key Technology Trends for 2025: AI Leads the Charge Based on findings from a recent DMG Consulting survey, 2025 is shaping up to be an excellent year for technology investments in contact centers. Below are our findings concerning the systems, applications, and technologies garnering the most attention for the year.

Contact Center 62

Contact Center Technology Technology AI 62

Customer Think

JULY 23, 2024

Credit:Pixabay Customer Relationship Management (CRM) systems have evolved dramatically over the past few decades. From simple databases used to track customer interactions, they have transformed into sophisticated platforms that harness cutting-edge technologies to enhance customer experiences and drive business growth.

CRM 59

CRM Technology Technology Artificial Intelligence 59

Intercom, Inc.

JANUARY 25, 2022

A great customer relationship management (CRM) platform is at the core of every marketing and sales team’s tech stack. Integrations like the Intercom integration with HubSpot empower these teams to use data from live chat and messaging, smart workflows, and business intelligence to anticipate prospect and customer needs. .

Sales 216

Sales Artificial Intelligence CRM Customer Acquisition 216

Intercom, Inc.

MAY 18, 2021

Hence they look to industry analysts to explain what’s going on in their area, so they can learn about what’s changing in the industry, and what new tools and technologies have emerged. 58% of respondents believe that customers prefer conversational, messenger-based engagements with brands.

Customer Retention 210

Customer Retention Business Growth Customer Satisfaction Technology 210

Intercom, Inc.

JULY 2, 2020

In the return of the Scale podcast, Pam details her support philosophy and the investments she’s making to drive better customer outcomes, for the long term. This is Scale , Intercom’s podcast series on driving business growth through customer relationships. Listen to the full episode above or get Pam’s key takeaways below.

Construction 253

Construction Start-ups Business Growth Customer Loyalty 253

Customer Think

MARCH 16, 2023

The retail industry is constantly evolving, and technology has played a significant role in this change. This technology enables retailers to produce interactive and captivating content that draws in customers, boosts revenue, and fosters long-term customer relationships through tailored […]

Retail 118

Retail Customer Relationship Technology Technology 118