eglobalis
NOVEMBER 3, 2024
Originally posted at [link] Introduction In the realm of business-to-business (B2B) interactions, customer experience (CX) is often approached through standardized frameworks and prescriptive methodologies, frequently rooted in models from major industry analysts like Gartner, Forrester, and others.
eglobalis
NOVEMBER 26, 2024
Over the past few years, empathy has become a buzzword in CX conversations—and while it’s great to emphasize understanding, empathy alone is practically useless if issues in B2B or B2C experiences remain unresolved. Too often, I see romanticized views of CX as a feel-good concept, but true success lies in execution and outcomes.
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ECXO
MARCH 6, 2025
How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. This vision serves as a North Star that guides the entire program.
ECXO
MARCH 11, 2025
B2B CX – Strategy & Business Alignment Originally posted here with our full version: [link] Introduction A successful Customer Experience (CX) transformation program must be deeply integrated with the business strategy of an organization. Below is a step-by-step approach. Below is a step-by-step approach.
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Co-branded Infographic with Nice: Your Guide to Next-Gen CX Connections. Download today to find stats on customers moving from first gen to next gen digital. See how to meet your customers where they're at with a digital-first strategy.
eglobalis
NOVEMBER 5, 2024
WTF) – Defining Customer Experience (CX) What’s the Future of Business? Solis redefined CX as more than a trend, positioning it as central to brand strategy. Charlene Li, co-founder of Altimeter Group, wrote the foreword, recognizing their shared vision for digital transformation and the power of CX.
eglobalis
DECEMBER 17, 2024
The customer experience (CX) landscape is undergoing a seismic transformation , with 2025-6 poised to be a defining year. This article explores the trends that will define CX in 2025, offering deep insights, practical examples, and actionable strategies for success. However, the road to AI-driven CX is not without challenges.
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We partnered with ContactBabel to uncover the biggest hurdles businesses face when trying to improve CX and offer practical suggestions to overcome them. A high-quality customer experience creates loyal customers for years to come and makes for an easy win against businesses that are competing on other factors like price and quality.
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According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities. Dive deep into the world of customer service and CX, and discover key insights and trends shaping the industry today
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Included in this guide: What does CX mean to a customer? Survey studies by B2B and B2C CX future strategy In this guide, you'll find various findings and suggested strategies for maximizing the customer experience while improving profitability and managing cost.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms. This webinar with CX master Steve Pappas will unravel how conversational AI is transforming business-customer interactions and contact center operations globally.
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The Northridge Group’s State of CX 2023 Part II research report reveals that nearly 50% of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. JUST RELEASED!
Advertiser: Vanilla Forums
How the CCO can improve CX and drive advocacy. How the CMO can improve CX and drive advocacy. Find out how collaboration can enhance the customer experience and drive business growth. Our eBook explains how, with topics like: Why should customer success and marketing leaders align? Download the ebook now!
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Getting your customer experience (CX) right drives business success. Not only does a better CX improve customer satisfaction, increase retention, and create more engagement, it also drives key business results, including lower operational costs and higher profits. That’s why we wrote this eBook.
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Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall experience!
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