eglobalis

NOVEMBER 3, 2024

Integrate Cross-Functional Collaboration Effective CX is not the sole responsibility of a single department; it relies on seamless collaboration across various functions, from marketing and sales to product development, customer support, and beyond.

CX 523

CX B2B Innovation Sentiment Analysis 523

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

Intercom

JANUARY 20, 2025

The quality of your customer service either builds and reinforces crucial trust, or severely undermines it if issues are not resolved satisfactorily. Meeting those customer expectations at scale, while also adhering to strict regulatory requirements, demands the very best technology. Keen to get started?

Customer Service 91

Customer Service Compliance AI Education 91

eglobalis

OCTOBER 1, 2024

For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities. In the era of digital transformation and customer-centric strategies, organizations must shift toward a more collaborative and integrated structure. The result?

CX 472

CX Finance Customer Journey Map Innovation 472

Intercom

OCTOBER 30, 2024

AI is revolutionizing customer service as we know it, and businesses that seize this moment will lead the charge into the future. Let’s put it this way: when we first got into this business in 2011, online customer service wasn’t exactly thrilling. But everything changed with the arrival of ChatGPT in late 2022.

Customer Service 92

Customer Service AI Start-ups Machine Learning 92

Intercom, Inc.

JANUARY 25, 2022

Successful sales and marketing teams understand the most important element of the buyer’s journey – the person behind it. A great customer relationship management (CRM) platform is at the core of every marketing and sales team’s tech stack. Provide sales teams access to key HubSpot lead data directly from Intercom messages.

Sales 216

Sales Artificial Intelligence CRM Customer Acquisition 216

ECXO

MARCH 6, 2025

For instance, some companies form a CX governance board comprising senior leaders from sales, marketing, operations, services and finance, chaired by the CX executive sponsor. This group regularly reviews customer experience metrics and initiative outcomes, reinforcing cross-functional accountability.

CX Transformation 339

CX Transformation B2B CX Government 339

Inside Customer Service

MARCH 10, 2022

Tyler clearly possessed a customer service superpower: the ability to identify my unspoken service cues. What are service cues? Service cues are unspoken customer needs. They're often found in the specific words a customer chooses, their tone of voice, their body language, and their actions.

Customer Service 200

Customer Service Sales 200

eglobalis

JUNE 27, 2024

Voice of Customer (VOC) programs capture customer preferences, experiences, and expectations through direct and indirect feedback. Companies like Oracle, SAP, Amazon, Samsung, and NTT use VOC to refine their products and services. Sales and delivery teams provide invaluable data through regular customer interactions.

Customer Experience 482

Customer Experience VOC Net Promoter Score Government 482

ECXO

JANUARY 21, 2025

Customers were starting to complain about poor customer service, confusing user manuals, and the lack of durability in newer products. The Warning Signs One day, a young employee named Sophie, who worked in the customer service department, approached Max with a report. Sales of the ApexSmart 5000 plummeted.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

Inside Customer Service

MARCH 3, 2022

The president thought it was my job to stop the surge since I was the customer service manager. It's something I think about every time someone conflates customer service with customer experience. Customer service vs. customer experience Customer service is just one part of the overall customer experience.

Customer Service 184

Customer Service Customer Experience Start-ups Customer Feedback 184

ECXO

NOVEMBER 19, 2024

Encourage collaboration among employees from different departments, such as marketing, customer support, product development, and sales. By fostering a culture where diverse perspectives are valued, companies can create innovative solutions that cater to a wide range of customer needs.

CX 296

CX Customer Experience Social Media Touchpoint 296

Adrian Swinscoe

OCTOBER 7, 2021

Today’s interview is with Fortuné Alexander who is the senior director of product marketing for customer service and sales automation solutions at Pega. The post Customer service: The most important job in the company – Interview with Fortuné Alexander of Pega first appeared on Adrian Swinscoe.

Customer Service 190

Customer Service Sales 190

Service Quality Institute

DECEMBER 11, 2024

Very few organizations understand the Power of the Service Strategy. In 1979 I decided to develop the world’s first customer service program because I saw firms working night and day to drive customers away. By Service Strategy I mean how do you dominate and own the market. million increase. AWS was $90.8

Customer Service 52

Customer Service Customer Satisfaction Sales Customer Experience 52

Comm100

DECEMBER 16, 2024

Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before.

Customer Service 52

Customer Service Sentiment Analysis AI Social Media 52

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 201

AI Sentiment Analysis Contact Center Healthcare 201

Bill Quiseng

OCTOBER 9, 2024

So, I encourage you to remind yourself and your colleagues every day about each one of The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience. I am here to tell you that if you’re not in the Top Three, you don’t even exist in the minds of your potential customers. But I digress.

Customer Service 173

Customer Service Customer Experience Social Media Customer Loyalty 173

ECXO

SEPTEMBER 30, 2024

Harmonizing Success: How Sales Teams Can Collaborate with Internal Teams to Enhance Customer Experience The ongoing conflict between sales teams and internal departments can really mess up the customer experience, leading to mixed-up interactions and disappointed expectations.

Sales 156

Sales Customer Experience Innovation Customer Feedback 156

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

Customer Service 207

Customer Service Start-ups Education Gaming 207

Fonolo

SEPTEMBER 14, 2021

Your call center’s customer service strategy dictates customer loyalty, agent satisfaction, and company growth. No matter what product or service you offer, your approach needs to be nothing short of “customer-obsessed.”. READ THE FULL GUIDE: Creating a Customer Service Strategy That Drives Business Growth.

Customer Service 142

Customer Service Business Growth Customer Feedback Customer Satisfaction 142

eglobalis

JULY 31, 2024

Here are seven examples from companies across different continents that showcase the impact of MarTech: Short Cases: Vodafone (Europe) Oracle’s CX Cloud Suite helps Vodafone enhance customer interactions through integrated sales, marketing, and service solutions.

Customer Experience 452

Customer Experience Social Media Predictive Analytics AI 452

ECXO

JULY 29, 2024

Companies use several methods to gather data and understand their customers: Voice of Customer (VOC) Programs : Capturing customer preferences, experiences, and expectations through direct and indirect feedback. Firms like Microsoft, Dell, Shopify, Cisco, and Lenovo use VOC to refine their products and services.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 402

B2B Customer Experience Touchpoint B2C 402

The DiJulius Group

OCTOBER 28, 2024

This Marketing and Sales Consulting Company Created A CX Certification Program for their Customers Technology Marketing Toolkit (TMT) works with IT service companies that are managed service providers (MSPs). Nothing can ruin a company’s customer experience faster than rapid growth.

Customer Service 98

Customer Service CX Sales Technology 98

Inside Customer Service

SEPTEMBER 2, 2021

These stories were reassuring, and the CEO rebuffed attempts to find more data about service quality. There were critical gaps in hiring, training, and customer service that needed to be addressed. Years ago, many customer service teams shifted from one computer monitor to two. Why do employees do this?

Customer Service 144

Customer Service Retail Sales Start-ups 144

Service Quality Institute

JANUARY 8, 2025

I started focusing on customer service in 1979. I released Feelings the world’s first customer service program in January 1980. I think today’s customer service is worse than 46 years ago. COVID gave everyone an excuse to abandon good customer service. That is the Service Strategy.

Customer Service 52

Customer Service Social Media Start-ups Education 52

Inside Customer Service

DECEMBER 30, 2021

The big question is why do customer service employees routinely do this? What's the impact of giving customers bad information? The salesperson confidently told a customer, "If anything happens, even if it just gets a scratch, the company will replace it, free of charge." Why are there so many lines?

Customer Service 144

Customer Service Retail Sales Start-ups 144

eglobalis

APRIL 27, 2025

Models must be tested for bias across segmentsespecially in sales, pricing, or hiring scenariosto avoid unintended harm or discrimination. Clear Communication with Users Customers should know when theyre interacting with AI. Bring together teams from customer service, sales, IT, and operations for joint workshops.

AI 248

AI CX B2B Compliance 248

Retently

NOVEMBER 27, 2024

Measuring Success: Metrics to Monitor Conclusion Did you know that global ecommerce sales are expected to hit a jaw-dropping $8.1 That’s a lot of shopping carts, checkouts, and happy customers! Prioritize SEO, refine PPC campaigns, and continuously work on conversion rate optimization to maximize visibility and drive sales effectively.

Sales 152

Sales Social Media Predictive Analytics Start-ups 152

Taylor Reach Group

OCTOBER 8, 2021

Too often as professionals in Customer Service we report and write about lousy service, long wait times, poor follow through, weaseling phases in terms and conditions, too many steps to get satisfaction plus many, many more. There are always opportunities to impress, especially with complaints and customer service calls.

Customer Service 142

Customer Service Sports Retail Start-ups 142

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

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

Customer Service 182

Customer Service Start-ups Education Gaming 182

Inside Customer Service

JULY 29, 2021

That's how the request came to me: "Let's call a meeting to talk about what needs to be in the agent sales training program." That conversation forever changed how I solve customer service problems. There are a few ways to find your Betty when trying to solve a customer service problem. I'm glad I didn't do that.

Customer Service 144

Customer Service Contact Center Scorecard Start-ups 144

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

DECEMBER 25, 2024

When businesses focus on giving their customers a fantastic experience, those customers tend to stick around longer, spread the word to their friends, and become loyal advocates. Prioritize Long-Term Relationships Over Short-Term Gains What to Do: Focus on building trust and rapport with customers rather than aggressively upselling.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

ECXO

MARCH 19, 2025

Preferred to use a chatbot rather than wait 30 minutes on hold for customer service. The Psychological and Sociological Roots of the Silent Service Trend 1. Silent services remove that pressure. A Global Shift Toward Personalization The modern customer experience is all about choice.

Customer Experience 228

Customer Experience AI Technology Technology 228