eglobalis

MARCH 24, 2025

Introduction: AI-driven virtual agents, including chatbots and voice assistants, are increasingly integral to customer service operations. Organizations leverage these technologies aiming for efficiency, cost reductions, and enhanced customer experiences.

Contact Center 364

Contact Center AI Compliance Machine Learning 364

eglobalis

AUGUST 13, 2024

Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons. 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. Apple Apple Inc.,

CX 531

CX Innovation Manufacturing Technology 531

eglobalis

JULY 25, 2024

This article explores the reasons behind this disparity, examining factors such as cultural differences, investment levels, regulatory environments, and innovation adoption rates. Cultural Differences and Consumer Expectations One of the primary reasons the USA excels in CX is the cultural emphasis on customer satisfaction.

Customer Experience 512

Customer Experience Innovation CX Omnichannel 512

eglobalis

JUNE 27, 2024

Goals might include improving customer satisfaction scores, reducing churn rates, or increasing customer lifetime value. IKEA’s vision of creating a better everyday life is reflected in their commitment to sustainability, affordability, and innovative design. Continuous monitoring and adaptation are crucial.

Customer Experience 490

Customer Experience VOC Net Promoter Score Government 490

eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. This team should be responsible for ensuring alignment on company goals, customer experience, and operational priorities. The result?

CX 479

CX Finance Customer Journey Map Innovation 479

eglobalis

MARCH 4, 2025

Optimizing AI Agent Experiences: Leading Providers, Gaps, and Human Support Strategies Introduction Artificial intelligence agents are rapidly transforming customer service and enterprise operations. Businesses across industries are investing in AI-powered agents to improve efficiency and customer experience.

AI 202

AI Sentiment Analysis Contact Center Healthcare 202

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)? Traditional utility customer satisfaction was measured by occasional surveys or public ratings.

AI 357

AI CX Sentiment Analysis Predictive Analytics 357

ECXO

OCTOBER 14, 2024

How Customer-Centric is Your Organization? We live in such a dynamic business environment that adopting a customer-centric mindset is not just beneficial; it’s necessary. Companies that prioritize customer satisfaction tend to enjoy higher loyalty rates, better brand reputation, and, ultimately, more robust bottom lines.

CX 156

CX Customer-Centric Organization Social Media Touchpoint 156

ECXO

JANUARY 21, 2025

His focus was always on innovation, so much so that he didnt pay much attention to customer feedback. Apexs gadgets were innovative, and people initially loved them. Customers were starting to complain about poor customer service, confusing user manuals, and the lack of durability in newer products.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

eglobalis

JULY 2, 2024

By embracing a more nuanced approach, organizations can gain a comprehensive understanding of customer sentiment, facilitating more informed decision-making and enhancing overall customer satisfaction. ”—offers a narrow and momentary transactional perspective on customer sentiment.

NPS 490

NPS Customer Feedback Net Promoter Score B2C 490

ECXO

MARCH 6, 2025

At the same time, performance evaluations and reward systems should acknowledge contributions to customer experience. For instance, sales teams might be rewarded not just for hitting revenue targets but also for customer satisfaction scores or retention of their accounts.

CX Transformation 339

CX Transformation B2B CX Government 339

ECXO

JUNE 23, 2024

” This is an excellent question, and I’m genuinely enthusiastic about discussing customer success! Transforming a standard customer service team into a highly efficient customer success team requires several essential steps. It holds significant importance for any business.

CX 358

CX Customer Satisfaction Innovation Education 358

ECXO

DECEMBER 25, 2024

A company that ignores these expectations risks becoming irrelevant, no matter how competitive its pricing or how innovative its product offerings may be. But meeting these expectations effectively requires companies to truly listen to their customersa fundamental pillar of excellent customer experience.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

ECXO

OCTOBER 7, 2024

As the architect of experiences that go beyond the transactional, you have the ability to decode customer needs and desires, turning them into actionable insights that propel your organization forward. Innovation is your constant companion in this exhilarating journey. Empowerment lies at the core of your leadership.

Customer Experience 373

Customer Experience CX Innovation Artificial Intelligence 373

eglobalis

SEPTEMBER 19, 2024

In today’s rapidly evolving business environment, organizations face increasing pressure to stay competitive through continual transformation and innovation. Empowered employees are key to bridging the gap between internal transformations and customer outcomes.

Customer Experience 317

Customer Experience Innovation CX Customer Satisfaction 317

ECXO

JULY 29, 2024

Goals might include improving customer satisfaction scores, reducing churn rates, or increasing customer lifetime value. Coca-Cola’s vision of refreshing the world and inspiring moments of optimism is reflected in their commitment to sustainability and innovation. Continuous monitoring and adaptation are crucial.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

eglobalis

JULY 31, 2024

The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience. By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty.

Customer Experience 456

Customer Experience Social Media Predictive Analytics AI 456

ECXO

MARCH 15, 2024

In the dynamic and ever-evolving world of customer experience, there are countless possibilities and challenges that businesses need to tackle. So, why not embrace the journey with enthusiasm and learn about the common pitfalls and “sins” that can negatively impact the customer experience?

Customer Experience 290

Customer Experience VOC Net Promoter Score Innovation 290

ECXO

AUGUST 19, 2024

Research shows that companies leveraging advanced experimentation techniques see significant enhancements in performance metrics, such as a 20% increase in customer satisfaction and higher sales conversion rates. This iterative process is crucial for maintaining high standards of quality and customer satisfaction.

Customer Experience 369

Customer Experience Customer Journey Map Net Promoter Score B2B 369

Win the Customer

DECEMBER 23, 2024

The customer service landscape is undergoing a seismic shift, driven by the rapid advancements in Artificial Intelligence (AI). As a product manager, it’s crucial to stay ahead of these trends to deliver innovative and customer-centric solutions.

AI 59

AI Customer Service E-commerce Social Media 59

ECXO

JUNE 9, 2024

Enhancing Creativity and Innovation: Listening opens the door to a plethora of ideas and innovations. This holistic approach can lead to more innovative solutions and successful outcomes. Listening in Customer Service In customer service, active listening is absolutely crucial.

Customer Experience 374

Customer Experience Gaming Innovation Start-ups 374

Uniphore

OCTOBER 26, 2021

Uniphore Unite is a robust partner program that includes essential resources to support the partner lifecycle end – to – end and enables partners to leverage Uniphore’s best-of-breed, innovative technology to expand their portfolio and profitability. About Uniphore Uniphore is the global leader in Conversational Automation.

Innovation 179

Innovation AI Artificial Intelligence Sales 179

ECXO

JULY 16, 2024

Boosted Creativity and Innovation: Creativity and innovative thinking are often born from a well-rested mind. In industries where innovation is the key to staying ahead, encouraging a culture of adequate sleep can lead to groundbreaking ideas and solutions.

Customer Experience 348

Customer Experience Innovation Education Gaming 348

Execs In The Know

MARCH 31, 2025

Spirit Airlines recognized this, embarking on a bold AI-powered transformation to redefine customer service (or “Guest Care,” as Spirit calls it) and move its brand into the future. Factors like security, scalability, and guest satisfaction were at the forefront.

AI 78

AI Customer Experience Net Promoter Score Legal 78

CommBox

DECEMBER 14, 2023

In the dynamic landscape of today’s fast-paced digital world, businesses are in a perpetual pursuit of cutting-edge solutions to elevate customer satisfaction. One technological innovation that has emerged as a pivotal player in revolutionizing customer service is Generative AI-powered Chatbots.

Customer Satisfaction 98

Customer Satisfaction AI Social Media Customer Loyalty 98

ECXO

APRIL 10, 2024

This concept can be applied to customer experience as well. When a business can align all its touchpoints – from product design to customer service to after-sales support – in a way that resonates with the customers’ emotional frequencies, it creates a coherent customer experience.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

Callminer

NOVEMBER 18, 2020

Even top-performing agents have bad days, though, and sometimes, things that are considered standard practice can frustrate customers. Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole.

Contact Center 345

Contact Center Customer Satisfaction Customer Service Outlook 345

Adrian Swinscoe

MARCH 13, 2025

This is a guest post from Ken Tantsura, the Vice President of Innovations at Customertimes. Over the past eight years, customer acquisition costs have soared 222%. [] The post Addressing e-commerces 5 biggest CX challenges with AI and personalization first appeared on Adrian Swinscoe.

E-commerce 147

E-commerce AI CX Customer Acquisition 147

ECXO

APRIL 7, 2024

It is a symphony of interactions that a customer has with a business, a vivid tapestry woven from the threads of every touchpoint, every communication, and every solution used. It is the narrative of a customer’s journey from the moment they hear about your brand until they become advocates for your solutions.

AI 333

AI CX Artificial Intelligence Predictive Analytics 333

Hodusoft

OCTOBER 17, 2024

How AI and Omnichannel Support Elevate Customer Service in Call Center “Just as electricity transformed almost everything 100 years ago, today I actually have a hard time thinking of an industry that I don’t think Al (Artificial Intelligence) will transform in the next several years.”

Omnichannel 52

Omnichannel AI Customer Service Contact Center 52

The Customer Service Blog

AUGUST 3, 2022

The UK Customer Satisfaction Awards are the UK's most prestigious awards in the area of British customer service. The Awards are run by The Institute of Customer Service. The Awards recognise organisations and individuals that have implemented successful customer service strategies.

Customer Satisfaction 86

Customer Satisfaction B2C B2B Innovation 86

Fonolo

FEBRUARY 7, 2023

A commitment to care for your personal well-being is above and beyond the customer service you might usually expect from a financial institution. To serve customers well, innovation and excellent customer service is a must. Hawaii State FCU is one of the Aloha State’s leading financial institutions.

Customer Service 140

Customer Service Innovation Customer Satisfaction Technology 140

Adrian Swinscoe

DECEMBER 18, 2023

Quality customer service holds immense importance for businesses, impacting customer satisfaction and loyalty significantly. In […] The post The AI agent revolution: Changing the dynamics of customer service first appeared on Adrian Swinscoe. This is a guest post by Jeanicka Rhey, a content writer.

Customer Service 147

Customer Service AI Customer Satisfaction Artificial Intelligence 147

ECXO

JULY 30, 2024

These attributes also help leaders navigate challenges skillfully and improve customer satisfaction in meaningful ways. This leads to higher quality service and greater customer satisfaction. This stability translates into consistent, reliable service for customers, fostering trust and loyalty.

Customer-Centric Organization 207

Customer-Centric Organization Customer Satisfaction Innovation Construction 207

Retently

MARCH 29, 2023

So how does the world’s NPS leader achieve such a high level of customer satisfaction? From implementing innovative features to perfecting the customer experience, today we’ll share the secret ingredients that make Tesla so special. Start your NPS campaign today to improve your customer satisfaction tomorrow.

Net Promoter Score 197

Net Promoter Score NPS Manufacturing Customer Satisfaction 197

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Aquire

MAY 24, 2021

At the same time, the surge in cancellations and travel restrictions caused by the pandemic created a dramatic influx in demand for airline customer service. But with the right digital technology and protocols in place, your company’s response to these scenarios can actually help foster a great customer experience.

Customer Service 105

Customer Service Social Media Net Promoter Score Transportation 105