eglobalis

JUNE 27, 2024

IKEA’s vision of creating a better everyday life is reflected in their commitment to sustainability, affordability, and innovative design. Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values. Companies like HSBC in Europe and Toyota in APAC excel in this area.

Customer Experience 490

Customer Experience VOC Net Promoter Score Government 490

ECXO

OCTOBER 14, 2024

At its core, a customer-centric mindset means putting the customer’s needs, preferences, and satisfaction at the heart of every decision and strategy. 119 The Assessment This assessment comprises a series of questions designed to reflect on your organization’s practices and attitudes toward customer-centricity.

CX 156

CX Customer-Centric Organization Social Media Touchpoint 156

ECXO

DECEMBER 25, 2024

Align with their values: Sustainability, social responsibility, and ethical practices increasingly influence purchasing decisions. A company that ignores these expectations risks becoming irrelevant, no matter how competitive its pricing or how innovative its product offerings may be. product quality, service speed, user experience).

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

eglobalis

JULY 31, 2024

Eleven Key Technologies Enhancing Customer Experience Marketing Automation Platforms Marketing automation tools like Marketo and HubSpot streamline repetitive marketing tasks such as email campaigns, social media posting, and lead nurturing.

Customer Experience 456

Customer Experience Social Media Predictive Analytics Machine Learning 456

SurveySensum

OCTOBER 22, 2024

While browsing social media you become part of 5.17 of the world’s population who use social media on a daily basis. If you are in the same boat then let’s dive deep into how to leverage social media for feedback collection and what important social media survey questions to ask to gather relevant insights.

Social Media 52

Social Media Customer Loyalty Net Promoter Score Omnichannel 52

Fonolo

SEPTEMBER 19, 2018

And, as we’ve seen in now notorious cases (lest we forget the United Airlines incident ), it’s become a way for customers to size up and shout about serious blunders in customer service to an ever-growing court of public opinion. That being said: Social media platforms aren’t solely used for public brand-shaming.

Social Media 237

Social Media Contact Center Non-Profits Education 237

ECXO

JULY 29, 2024

Coca-Cola’s vision of refreshing the world and inspiring moments of optimism is reflected in their commitment to sustainability and innovation. Aligning the Organization’s Culture An organization’s culture should support and promote customer-centric values. Companies like Barclays in Europe and Honda in APAC excel in this area.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

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. GDPR, CCPA).

AI 59

AI Customer Service E-commerce Social Media 59

Callminer

FEBRUARY 23, 2021

A new need for more adaptive service options, including improved omnichannel customer experience, has shown up as a strong trend with few signs of letting up. For instance, when they go from email support to calling the customer service team. “A A major recent customer service trend is the demand for omnichannel service.

Technology 376

Technology Technology E-commerce Contact Center 376

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

FEBRUARY 19, 2020

Innovative Challenges. All industries benefit from innovation and customer support is no different in this regard. Embracing innovative new practices such as artificial intelligence (AI) and flexible working arrangements can help considerably in alleviating such issues. Technological Shifts.

Artificial Intelligence 287

Artificial Intelligence Social Media Innovation AI 287

Hodusoft

AUGUST 9, 2021

EasyFive Reasons Why E-commerce Players Need Social Media Contact Center Software. Branding has long been used by businesses to drive emotional connection and brand recall in customers. Many e-Commerce players using Social Media Contact Center Software for better CX. High volume of customer inquiries and requests.

E-commerce 105

E-commerce Social Media Contact Center Omnichannel 105

eglobalis

JULY 2, 2024

”—offers a narrow and momentary transactional perspective on customer sentiment. 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.

NPS 490

NPS Customer Feedback Net Promoter Score B2C 490

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

Beyond Philosophy

FEBRUARY 20, 2020

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. We spoke with Messina in a recent podcast about how a brand can humanize itself for its customers.

AI 162

AI Innovation Social Media Construction 162

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

ECXO

MARCH 6, 2025

These tools can gather customer feedback from multiple channels (email surveys, web feedback forms, support calls, social media, etc.), If a trade-off is needed between cost and customer benefit, the discussion happens with the customer impact front and center.

CX Transformation 339

CX Transformation B2B CX Government 339

Uniphore

JUNE 22, 2021

You listen to your customers on social media. Do you listen to your customer service employees? They have made your call center a glass house on social media. Lean in and learn why we should listen to our customer service employees if we truly cared about customer experience.

Social Media 219

Social Media Contact Center Entertainment Actionable Insights 219

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. In 2024, an essential customer service trend will be balancing automation with the human touch.

Innovation 98

Innovation Customer Service Omnichannel Social Media 98

ECXO

APRIL 7, 2024

It’s about transforming these ideas into reality, painting the canvas of the customer experience with vibrant colors which I split into 4 categories: innovation, personalization, resilience, and connection. Innovation, spurred by creativity, ensures that businesses do not stagnate.

AI 333

AI CX Artificial Intelligence Predictive Analytics 333

ECXO

AUGUST 21, 2024

Similarly, successful customer experience organizations are not static; they constantly evolve. They are willing to learn from mistakes, embrace new technologies, and innovate to improve the customer experience continually. 2. Empathize: Put yourself in the customer’s shoes.

CX 156

CX Social Media Predictive Analytics Touchpoint 156

Intercom, Inc.

AUGUST 13, 2020

Where once brands could control what was said of them, today’s customers are well-placed to talk back and to one another – on any platform. Nowhere is this shift in power from brands to customers more apparent than on the internet’s favorite public playground: social media. It’s now one of the most cost-effective.

Social Media 209

Social Media AI Sales B2B 209

Steven Van Belleghem

NOVEMBER 14, 2021

You can analyze consumer behavior on your website, social media callouts, customer service calls or emails, data from the competition etc. Use as many methods as possible to get the most complete picture of how your customers behave. Include expert users in the innovation process.

Innovation 125

Innovation Real Estate Social Media Gaming 125

ECXO

JUNE 3, 2024

Stagnation and Lack of Innovation: Reliance on routine solutions and a reluctance to explore new or creative approaches. This can stifle innovation and progress, both in personal growth and in organizational or societal contexts. Encourage Innovation: Create an environment where innovative thinking is rewarded.

CX 332

CX Innovation Education Social Media 332

Fonolo

NOVEMBER 27, 2018

Good customer service is crucial to the success of any business. Now imagine that your hands are tied in a million different ways and you’re unable to resolve the bulk of the customer complaints that are on the rise. This is why empowering a customer service team can be key to the overall success of any company.

Customer Service 119

Customer Service Contact Center Hospitality Hospitality 119

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

Fonolo

NOVEMBER 13, 2018

Have you been searching for the best customer service conferences to attend in 2019? We’ve made the case before that conferences offer customer service professionals a host of rewards, including valuable knowledge, product exposure, and the opportunity to build new relationships. Smart Customer Service 2019.

Customer Service 108

Customer Service Contact Center Innovation Social Media 108

Fonolo

OCTOBER 10, 2018

The rise of digital commerce and the growth of social media have given consumers powerful tools to share their thoughts and feedback with brands. The ability for customers to tout their distinct opinions with far-reaching audiences is a new phenomenon that has shifted the way brands must think and operate.

Customer Service 104

Customer Service Artificial Intelligence Social Media Entertainment 104

Return Customer

NOVEMBER 28, 2018

Everything around us is evolving and so is customer service. Most businesses today have three or four channels of communication that allows customers to reach to them via phone, email, live chat and so on. It was the customer service. Innovate ways to include other products and solutions in the catalog.

Customer Service 124

Customer Service E-commerce Social Media Retail 124

Fonolo

SEPTEMBER 25, 2018

As in any field, it’s important to be aware of key trends and best practices in customer service to ensure that you are delivering an experience that is on par with the best players in the game. A company’s CS standards can set them apart if they always aim to go above and beyond for customers. And: The more unique, the better.

Customer Service 110

Customer Service Hospitality Hospitality Contact Center 110

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

Fonolo

OCTOBER 30, 2019

It’s not surrising: One of the brand’s differentiators is its customer service offering. In fact, most businesses could learn from Glossier’s customer service structure as they leverage a modern approach to customer support, which promotes overall brand success. They love their job (and you can tell).

E-commerce 98

E-commerce Customer Service Social Media Retail 98

Aquire

OCTOBER 5, 2021

Digital customer service is the present and future for many companies — even traditional brick and mortar businesses have started servicing customers online. Customers use multiple channels (more and more as time passes) and go through complex digital buying journeys. What is digital customer service?

Customer Service 105

Customer Service Omnichannel Social Media Social Listening 105

Aquire

JULY 20, 2021

But if you’re running a business, it’s also a good time to determine what customer service goals your team should focus on in the next 12 months. Improve your customer service. Good customer service boosts retention, reduces customer acquisition costs, and provides a powerful ally to your marketing strategy. .

Customer Service 98

Customer Service Social Media Omnichannel Net Promoter Score 98

ECXO

JULY 26, 2023

CX pioneers boost their capabilities by investing in customer data platforms (CDPs) to give them a unified, 360-degree view of customers – across devices, channels, location, culture and time. Improve the omnichannel experience Real-time data enables businesses to provide a seamless omnichannel experience for customers.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Logicalware

JANUARY 25, 2022

So what are the biggest takeaways for contact centres and customer service teams? Analysts say this year will be all about digital-first customer experiences, with virtual assistants and video exploding onto the CX scene. Here’s what Sharon Leaver, their SVP of Research had to say: “Where will innovation come from?

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

Retently

MARCH 11, 2025

Negative reviews that mention shipping issues, product defects, or poor customer service get escalated right away. CX Managers loop in the Customer Success team to address urgent cases before they escalate further. Do customers lack real-time tracking visibility? Fewer support tickets = lower customer service costs.

CX 120

CX Customer Experience Net Promoter Score NPS 120