eglobalis

FEBRUARY 3, 2025

Introduction In todays digital age, the relationship between technology and customer experience (CX) has become almost inseparable. For instance, Oracle uses its Oracle CX Unity platform to unify customer data across touchpoints , enabling businesses to create personalized experiences at scale.

B2B 411

B2B AI Predictive Analytics Sentiment Analysis 411

eglobalis

JULY 25, 2024

Customer experience (CX) has become a critical differentiator in today’s competitive market, influencing customer loyalty and overall business success. This article explores the reasons behind this disparity, examining factors such as cultural differences, investment levels, regulatory environments, and innovation adoption rates.

Customer Experience 507

Customer Experience Innovation CX Omnichannel 507

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. By working on this map together, each department can identify how their role impacts the customer at different touchpoints, encouraging collaboration across teams.

CX 469

CX Finance Customer Journey Map Innovation 469

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 480

Customer Experience VOC Net Promoter Score Government 480

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. CX should align with company goals: Serving customers well doesnt mean saying yes to everything.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

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. A truly effective CX strategy goes beyond basic customer interactions, integrating every aspect of the organization to provide seamless and high-quality customer engagement.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

ECXO

AUGUST 12, 2024

All rights reserved © ECXO.org CX Design Matters: The Hidden Key to Boosting Tech Adoption Rates In today’s fast-paced digital world, the design of technological products plays a crucial role in determining their adoption rates and the overall experience they deliver to users. Designed by DALL·E. Written by Ricardo Saltz Gulko.

CX 395

CX E-commerce Legal B2C 395

ECXO

JUNE 23, 2024

The Double Agents of CX: Who are they and what do they do? It helps you identify key touchpoints, potential pain points, and opportunities to delight customers. Driving Innovation: Feedback channels can serve as a source of inspiration for innovation. The post The Double Agents of CX: Who are they and what do they do?

CX 358

CX Customer Satisfaction Innovation Education 358

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. Innovation, spurred by creativity, ensures that businesses do not stagnate. ” It imagines, experiments, innovates, and creates.

AI 333

AI CX Artificial Intelligence Predictive Analytics 333

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. This article delves into the top ten MarTech solutions, that significantly improve CX outcomes.

Customer Experience 450

Customer Experience Social Media Predictive Analytics AI 450

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. Such leaps often require bold, innovative thinking, and a deep understanding of customer needs and expectations.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

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. It’s a fascinating tale of desire, aspiration, and constant innovation. Now, let’s talk innovation.

CX 283

CX Innovation Machine Learning Technology 283

ECXO

OCTOBER 7, 2024

The Thrilling Journey of a Customer Experience Leader: The 10+1 list I often get asked about my job as a Customer Experience (CX) leader and what I do on a daily basis. But before I get into that, I want to talk about what it really means to be a Customer Experience (CX) leader.

Customer Experience 373

Customer Experience CX Innovation Artificial Intelligence 373

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 369

Customer Experience Customer Journey Map Net Promoter Score B2B 369

eglobalis

SEPTEMBER 5, 2024

To achieve this, businesses must go beyond traditional, siloed approaches and explore both Customer Success (CS) and Customer Experience (CX) metrics. CS ensures customers reach their desired outcomes and adopt the product successfully, while CX captures the emotional and experiential aspects of the entire journey with your brand.

Net Promoter Score 449

Net Promoter Score CX NPS VOC 449

ECXO

AUGUST 9, 2023

From a client perspective firm offering CX-related PS / consulting – in enterprise technology, telecoms, electronics, and beyond – are superficially similar. There’s a lot of jargon in CX. This is the language of CX. How to build client PS centricity Change management is often the hardest part of CX.

Touchpoint 296

Touchpoint CX Innovation Start-ups 296

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 116

CX Customer Experience Net Promoter Score NPS 116

eglobalis

JULY 2, 2024

In CX, the same applies to CSAT, CES, and whatever. Return on Investment (ROI) : Calculates profitability from specific CX investments over time, comparing gains against costs. Customer-Centric Culture : Foster a culture where feedback is valued and acted upon at all levels, promoting continuous improvement and innovation.

NPS 480

NPS Customer Feedback Net Promoter Score B2C 480

ECXO

OCTOBER 23, 2024

This is particularly valuable for understanding which touchpoints in the customer journey require a higher level of attention from the organization to improve the perception of the customers. Using AI to Enhance the Experience 1. The post Customer Service + AI = Customer Success 3.0

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

ECXO

AUGUST 21, 2024

Become the King Midas of CX Once upon a time in ancient Greece, a king named Midas was absolutely crazy about gold. My focus here is to give you some tips on how you can be successful in your CX journey. The ECXO is an open access CX Professional Business Network. And guess what?

CX 156

CX Social Media Touchpoint Predictive Analytics 156

ECXO

JUNE 20, 2023

CX is everywhere. Businesses want a seamless CX just as they do in their personal lives. It can be more important than innovation or market dominance. Employees that are driven by shared purpose and values feel more motivated, engaged and empowered = a better CX. Let’s first look at your CX.

B2B 367

B2B Innovation CX Government 367

ECXO

JULY 26, 2023

We thought it would be helpful to decode the strategies that CX leaders use to break away from the pack. Our focus in this article is on leveraging real-time customer data to provide richer, meaningful end-to-end customer experiences at every touchpoint. First, let’s explore some of the ways real-time data can transform your CX.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Experience Investigators

DECEMBER 10, 2024

But it is notoriously challenging to connect our individual efforts to clear benefits and ROI, because CX can span so many areas. Customer experience management, or CXM, is the process of understanding and managing your customers interactions with your brand to create positive experiences at every touchpoint.

CX 52

CX Customer Experience Touchpoint CXM 52

ECXO

APRIL 26, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. Collaboration between the two leads can have a significant impact on the quality of your CX. Collaboration between the two leads can have a significant impact on the quality of your CX.

CX 156

CX Net Promoter Score Innovation Touchpoint 156

ECXO

AUGUST 6, 2024

It enables companies to be proactive, innovative, and adaptive, ensuring that they meet and exceed customer expectations in an ever-changing market. Here, the focus is on preserving established ways of life, and individuals may feel constrained by societal expectations to conform rather than innovate.

Customer Experience 177

Customer Experience Innovation Education Government 177

Experience Investigators

JANUARY 7, 2025

An intentional, proactive customer experience (CX) has unmatched power for attracting new customers and earning their lifelong loyalty. To really deliver for your customers and your organizational goals and achieve scalable growth by operationalizing CX you need a calculated CX strategy. Ready to set up for success?

Customer Experience 52

Customer Experience Customer Journey Map Touchpoint CX 52

Lumoa

JANUARY 9, 2018

CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. We were curious to know what CX professionals should pay attention in the coming year and asked the leading CX experts for their opinion.

CX 133

CX Customer Experience Artificial Intelligence Omnichannel 133

Retently

NOVEMBER 13, 2024

One of the most innovative ways brands are leveling up their CX is through Virtual Fitting Rooms (VFRs). Just a few years ago, this kind of innovation seemed out of reach for most retailers. Result : More loyal customers associate the brand with innovation, convenience, and reliability.

CX 146

CX Retail Social Media Artificial Intelligence 146

Execs In The Know

MARCH 10, 2025

Customer experience (CX) leaders werent just there to listen; they were there to tackle evolving CX together. How to scale artificial intelligence (AI) without losing the human touch, how to build resilient service models, and how to drive meaningful CX transformation in a rapidly shifting market. The takeaway?

CX 94

CX AI CX Transformation Artificial Intelligence 94

DMG Consulting

MAY 5, 2020

Using IA and CJA to Improve CX. As a result, enterprises need to be able to analyze customer interactions that occur at all enterprise touchpoints and channels, and standardize the findings. The digital transformation that is underway throughout the world has ushered in a new era of omni-channel service.

CX 96

CX Artificial Intelligence Contact Center Touchpoint 96

ECXO

AUGUST 2, 2023

He spoke about From CX to Distinctive Experiences in a presentation and Q&A session. He spoke about From CX to Distinctive Experiences in a presentation and Q&A session. ECXO is a CX professional business network with open access to become a member: [link]. Follow us on linkedin here: [link] So who Joe Pine is?

Customer Journey Map 156

Customer Journey Map CX Innovation Customer Relationship Management 156

DMG Consulting

MARCH 13, 2025

This, in turn, enhances the customer and employee experience (CX/EX) and the bottom line for companies. When used in traditional ways to support employees and improve the CX, a KM solution is expected to pay for itself in 12 to 24 months, but this is only one of its benefits. Like what you’re reading?

AI 59

AI Outlook Technology Technology 59

Experience Investigators

DECEMBER 15, 2023

That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. Secure executive buy-in on CX (and build excitement with them).

CX 110

CX Customer Experience Customer Journey Map Net Promoter Score 110

Experience Investigators

MAY 11, 2021

After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. CX has been happening as long as your organization has existed — with or without your attention and intention! .” CXM requires four key elements: CX Strategy. Let’s start with your CX Strategy.

Customer Experience Management 105

Customer Experience Management CXM CX Customer Experience 105

ECXO

APRIL 13, 2023

Navigating the Complexities of Customer Experience Across European Cultures Article source here : CX maturity models in Europe vary from country to country. Differences in CX understanding, capabilities, style, and approaches do so too. How does CX maturity stack up? The CX divide – what sets countries apart?

Customer Experience 156

Customer Experience CX Hospitality Hospitality 156

ECXO

SEPTEMBER 30, 2024

The waitstaff pushes for speed and innovation, while the chefs advocate for careful preparation and consistency. On the other hand, internal teams like product development may focus on innovation, feature quality, and adherence to timelines. o Loss of Competitive Edge In a competitive market, agility and innovation are key.

Sales 156

Sales Customer Experience Innovation Customer Feedback 156

Steven Van Belleghem

DECEMBER 6, 2021

Customers are smarter than ever and know what a good CX looks and feels like. Jeremiah Owyang, Tech Analyst @ Kaleido Insights: Brands are using NFTs to Drive Customer Engagement and Loyalty for their CX Strategy. There are two thoughts I have on CX in 2022 and beyond. The customer’s expectations continue to evolve.

CX 123

CX Customer Experience Non-Profits Social Media 123