ECXO

OCTOBER 23, 2024

Customer Service + AI = Customer Success 3.0 In the current extremely competitive (and sometimes even aggressive) market landscape, in which the power of the purchasing decision is in the hands of the customers and that quality and agility have become a given, organizations strive to provide exceptional customer experiences.

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

ECXO

OCTOBER 14, 2024

CX Awareness. 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. But what does it truly mean to be customer-centric, and how can you tell if your organization embodies this approach?

CX 156

CX Customer-Centric Organization Social Media Touchpoint 156

eglobalis

AUGUST 13, 2024

Rivalry and Collaboration: How the Titans Samsung & Apple Set the New CX Standard of Excellence Introduction In the dynamic and highly competitive world of consumer electronics, two giants consistently stand out: Samsung and Apple. Customer Experience (CX): Samsung: Samsung’s CX is heavily influenced by its technological innovations.

CX 481

CX Innovation Manufacturing Technology 481

eglobalis

OCTOBER 21, 2024

However, this approach requires seamless coordination between public relations, social media teams, and customer service to ensure customer experience consistency. Mature companies often face the dilemma of scaling customer service while ensuring that every response is thoughtful and effective.

Social Media 471

Social Media B2B Sentiment Analysis B2C 471

Adrian Swinscoe

MARCH 13, 2025

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. This is a guest post from Ken Tantsura, the Vice President of Innovations at Customertimes.

E-commerce 147

E-commerce AI CX Customer Acquisition 147

eglobalis

OCTOBER 1, 2024

This team should be responsible for ensuring alignment on company goals, customer experience, and operational priorities. A practical example is creating a steering committee that includes representatives from marketing, sales, customer service, IT, finance, and operations. The result?

CX 405

CX Finance Customer Journey Map Innovation 405

ECXO

JUNE 23, 2024

The Double Agents of CX: Who are they and what do they do? For Customer Experience to thrive in an organization, it’s important to have a very well-trained team of double agents. Transforming a standard customer service team into a highly efficient customer success team requires several essential steps.

CX 358

CX Customer Satisfaction Innovation Education 358

eglobalis

FEBRUARY 3, 2025

Introduction In todays digital age, the relationship between technology and customer experience (CX) has become almost inseparable. As artificial intelligence (AI) continues to evolve , it is fundamentally reshaping how businesses interact with their customers, offering personalized, efficient, and predictive solutions.

B2B 337

B2B AI Predictive Analytics Sentiment Analysis 337

Experience Investigators

OCTOBER 11, 2024

When customers face a challenge and need help, customer service or support representatives are their heroes — and organizations have invested a lot of time to make customer support a breeze in a growing number of channels: Store representatives are trained to empathize with customers and know how to quickly get them tailored solutions in person.

Business Growth 98

Business Growth Customer Service Customer Journey Map CX 98

eglobalis

SEPTEMBER 28, 2024

.” Lack of Customer Trust: Unlike in other regions where Toyota dealers trust the word of their customers—understanding that nobody has time to waste—some dealerships in Germany approach customers with suspicion, requiring them to prove issues like GPS malfunctions while driving. appeared first on Eglobalis.

CX 433

CX Close the Loop Legal Transportation 433

Retently

MARCH 11, 2025

But CX isnt just about making things easier its a major competitive advantage. That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans. So, what does a CX Manager actually do on a daily basis?

CX 115

CX Customer Experience Net Promoter Score NPS 115

CX Accelerator

OCTOBER 26, 2019

Furthermore, so many companies are paying lip service to great customer experience but not walking the walk. You are looking to hire one Avenger from the Marvel Cinematic Universe who will build the best CX program in all of the universe. I am Groot Gamora The greatest "Avenger of CX" is without a doubt, Gamora.

CX 303

CX Contact Center Start-ups Education 303

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

CX 266

CX Innovation Contact Center Education 266

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. This concept can be applied to customer experience as well. Look for keywords and phrases that indicate specific emotions.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

ECXO

APRIL 7, 2024

The Majestic Dance between AI and Humans in CX Indeed, in the luminous panorama of business ecosystems, the phrase “customer experience” has emerged as a cardinal point of focus. Connection: Here is the aspect of customer service, where AI and human creativity can create a symphony of efficiency and empathy.

AI 332

AI CX Artificial Intelligence Predictive Analytics 332

CX Accelerator

OCTOBER 3, 2019

Given that new employee onboarding is a critical time in the life of an employee, I challenged the CX Accelerator community to share two to three things their companies are doing right now, or need to do better in the future, to ensure that new employees are bought in to supporting customer experience (CX) efforts.

CX 296

CX Voice of the Customer Start-ups Contact Center 296

Callminer

APRIL 30, 2020

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. For more information on improving the customer experience, download our white paper, Leveraging Emotion to Improve CX & Elevate Contact Center Performance.

Customer Service 273

Customer Service Contact Center Start-ups Construction 273

ECXO

APRIL 29, 2024

posts header on ECXO The Eternal Search for the Silver Bullet in CX Let’s embark on a journey, a quest if you may, in the eternal search for the silver bullet in CX to solve all problems at once. In reality, the quest for the silver bullet in CX is akin to the search for the Holy Grail in medieval legends.

CX 277

CX Innovation Machine Learning Technology 277

CX Accelerator

JANUARY 7, 2019

That being said, I thought it might be helpful to share what I understand thus far about a couple concepts that are often mentioned in the CX technology space. It’s OK if they don’t but chances are you’ve heard a well-meaning salesperson try to sell you on the latest greatest CX tool and they’ve dropped these terms like they’re hot.

Machine Learning 275

Machine Learning AI CX Net Promoter Score 275

Execs In The Know

NOVEMBER 21, 2024

The key is integrating AI to enhance, not replace, the empathy and understanding that define exceptional customer service,” explained Nidhi Nair, Senior Manager of Product Marketing at Gladly. For CX leaders, the lesson is clear: Meet apprehension with engagement.

Sports 105

Sports AI CX Artificial Intelligence 105

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. Most people know what salespeople or customer service representatives do. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.” “Uhh.

CX 282

CX Education Social Media Government 282

ECXO

JUNE 3, 2024

Why is this relevant for CX? So, in my journey to improve customer experience, I’ve found myself diving into the world of neuroscience and psychology to better understand how our brains work. This includes your website, emails, social media, and customer service interactions. Why is this relevant for CX?

CX 332

CX Innovation Education Social Media 332

Kate Nasser

MARCH 2, 2025

Want high performance from your customer service employees? Show them the true impact they have on customers! Leading morale by Kate Nasser The People Skills Coach, Author of Leading Morale The post Do Your Customer Service Employees See Their True Impact? | #CX #LeadMorale appeared first on KateNasser.com.

Customer Service 59

Customer Service CX Contact Center 59

ECXO

DECEMBER 25, 2024

Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant. For businesses, this means the bar for customer experience (CX) is perpetually rising. Todays customers expect companies to: 1. Together, lets shine even brighter.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

eglobalis

OCTOBER 30, 2024

A satisfied and engaged workforce translates to better customer interactions, as happy employees are more likely to provide excellent customer service and foster positive customer relationships. This allows HR to proactively address issues before they escalate.

AI 439

AI Outlook Customer Satisfaction Technology 439

eglobalis

JUNE 27, 2024

Introduction Delivering superior customer experience (CX) is paramount for business success. A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions.

Customer Experience 422

Customer Experience Net Promoter Score VOC Government 422

ECXO

JULY 29, 2024

Designing and Rolling Out a Global Customer Experience Strategy Introduction Delivering exceptional customer experience (CX) is essential for any successful business. This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Do this, and you are starting your readiness to become a more mature CX company!

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

Inside Customer Service

SEPTEMBER 12, 2024

You want to create a customer experience vision. A CX vision is the foundation of any service culture. It's a shared definition of an outstanding customer experience that gets everyone on the same page. The result is a razor-sharp customer experience (CX) vision that everyone can understand and embrace.

CX 226

CX Customer Experience 226

ECXO

MARCH 3, 2025

So, when it came time to continue my series on What CX lessons we can learn from movies, there was no way I could leave Frodo and his epic journey out of it. After all, creating a great customer experience is a lot like an adventure through Middle-earth. CX Lesson: In customer experience, you need to play the role of Gandalf.

Customer Experience 156

Customer Experience Actionable Insights Touchpoint CX 156

Kate Nasser

OCTOBER 13, 2024

Excellence in sales, service, leadership, & teamwork requires consistency not repetition. The post Excellence: The Challenge is Consistency Not Repetition #CX #Leadership appeared first on KateNasser.com. Here is the difference between the two and how to achieve one and avoid the risks of the other.

CX 106

CX Sales Customer Service 106

CX Accelerator

MAY 15, 2019

While it’s important to adapt to technological change, it’s important also to be able to look at your customer service function and seek to improve what’s there already. But customer expectations are on the rise, and our agents are rarely in the best place to recommend improvements to the customer experience as a whole.

Contact Center 51

Contact Center Customer Service Start-ups Technology 51

ECXO

AUGUST 19, 2024

Customer Experience Experimentation: Your Final Frontier Introduction Customer Experience (CX) is a critical battleground in today’s competitive market. To excel, businesses must continuously refine their CX strategies, and one of the most effective ways to do this is through strategic experimentation.

Customer Experience 368

Customer Experience Customer Journey Map Net Promoter Score B2B 368