eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. In CX, the same applies to CSAT, CES, and whatever. Should you kill NPS?

NPS 424

NPS Customer Feedback Net Promoter Score B2C 424

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. However, transforming CX in a B2B environment is not easy.

CX 222

CX CX Transformation B2B B2C 222

eglobalis

FEBRUARY 13, 2025

They must move beyond understanding and into execution-driven CX strategies that prioritize solutions, speed and measurable impact. Measuring Action, Not Just Sentiment Traditional CX metrics like NPS or CSAT are often reactive and sentiment-based. Organizations can no longer rely on warm sentiments; they must deliver results.

Predictive Analytics 257

Predictive Analytics CX AI B2B 257

PeopleMetrics

JANUARY 23, 2025

When I wrote Listen or Die in 2017, I made the case that NPS is invaluable for understanding the overall health of your customer relationships, but its not enoughespecially in a transactional VoC survey. Identifying the Root Cause Behind Metrics One of the biggest challenges in CX is understanding why a score is low.

NPS 118

NPS AI E-commerce CX 118

eglobalis

NOVEMBER 15, 2023

Why NPS doesn't work any more, and what's the alternative ? The post Why NPS doesn’t work any more, and what’s the alternative? appeared first on Eglobalis.

NPS 336

NPS Contact Center Customer Relationship Innovation 336

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

CX Accelerator

AUGUST 19, 2019

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.

CX 345

CX Customer Journey Map Touchpoint Customer Satisfaction 345

ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

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

Callminer

DECEMBER 30, 2024

Net Promoter Score (NPS) is a metric that tells companies how happy and loyal their customers are. But what does NPS mean, and how can you use it in your company to improve CX? Read more.

Net Promoter Score 182

Net Promoter Score NPS CX Customer Experience 182

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 337

B2B AI Predictive Analytics Sentiment Analysis 337

eglobalis

JANUARY 7, 2024

Unlocking CEO Mental Fitness: Imagine ''NPS'' as a Custom Gauge for Effective Leadership or Not, Customer Gauge The post Unlocking CEO Mental Fitness: Imagine ”NPS” as a Custom Gauge for Effective Leadership or Not appeared first on Eglobalis.

NPS 273

NPS Artificial Intelligence VOC Contact Center 273

ECXO

OCTOBER 5, 2023

Engage in meaningful conversations within the premier open-access CX Professional Business Network. During this presentation, participants will gain valuable insights about the Last Days of Surveys: Historical Context and Evolution of Measurement : Discover how AI revolutionizes Customer Experience (CX) productivity.

Customer Survey 380

Customer Survey AI Net Promoter Score NPS 380

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 382

Net Promoter Score NPS CX VOC 382

eglobalis

OCTOBER 1, 2024

Take, for instance, a company that uses Net Promoter Score (NPS) as a shared KPI across all departments. To facilitate collaboration between CX (Customer Experience) and Finance, the company can set a shared KPI related to customer retention rates and link it to financial performance metrics. The result?

CX 405

CX Finance Customer Journey Map Innovation 405

CX Accelerator

OCTOBER 7, 2019

This article will help you understand what a CX strategy is and how to build one by adapting the philosopher Vanilla Ice’s famous words, “. NPS, CSAT, CES, etc.)?How By connecting the dots and showing how CX initiatives result in business positive outcomes, your initiatives will gain credibility and buy-in.

CX 261

CX Customer Experience Non-Profits Contact Center 261

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

Futurelab

NOVEMBER 29, 2024

#NoBullshitCX #20yearsFuturelab “Ask for that recommendation” So you have done a really good job with your CX and got enthusiastic promoters. One of the pitfalls of a CX programme is to concentrate on detractors only. We ran an NPS survey to understand what was driving readers’ happiness and loyalty. But do they though?

NPS 130

NPS CX 130

ECXO

DECEMBER 25, 2024

For businesses, this means the bar for customer experience (CX) is perpetually rising. 153 Listening to Customers: The Foundation of CX and Growth At the heart of exceptional CX lies the ability to listen and act on customer feedback. Excellent CX involves setting boundaries and managing expectations transparently.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

Retently

AUGUST 18, 2024

High NPS scores can definitely feel like a big win. But here’s the catch: a high NPS doesn’t always mean everything is going perfectly. Sometimes, a high NPS score can be misleading and give you a skewed view of customer satisfaction. Measuring NPS should be just a part of your overall CX strategy, not the sole focus.

NPS 146

NPS Net Promoter Score Customer Satisfaction Customer Loyalty 146

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

Callminer

NOVEMBER 14, 2017

Net Promoter Scores are touted as valuable tools for customer satisfaction and improving experience. But relying on this data alone fails to paint the full picture that today’s contact centers need.

Net Promoter Score 254

Net Promoter Score Scorecard NPS Contact Center 254

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

Callminer

SEPTEMBER 19, 2018

Net Promoter Score, Customer Satisfaction Score, and Customer Effort Score are scoring methods a business can use to track and calculate customer experience success.

Net Promoter Score 207

Net Promoter Score NPS CX Customer Satisfaction 207

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

SurveySensum

DECEMBER 4, 2024

This CX metric has the ability to gauge customer loyalty and predict business growth. Using NPS in finance industry can get to the heart of why customers would or wouldn’t recommend them to others. What is NPS in Banking and Other Financial Institutions? And this is where NPS comes into play.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

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. This article delves into how to define and execute a B2B CX strategy, offering practical insights on how to implement it at both local and global levels.

B2B 329

B2B Customer Experience Touchpoint B2C 329

ECXO

NOVEMBER 19, 2023

Join the CX Professional Business Network at ECXO for more enriching presentations like this one! Beyond NPS: Advanced Customer Feedback Techniques Who is Prof. Join the CX Professional Network at ECXO for more enriching presentations like this one! What could be better than that? Well, our upcoming in-person event! Stay tuned.

Actionable Insights 367

Actionable Insights NPS CX Customer Feedback 367

CX Accelerator

AUGUST 19, 2019

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.

CX 182

CX Customer Journey Map Touchpoint VOC 182

CX Accelerator

AUGUST 19, 2019

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.

CX 182

CX Customer Journey Map Touchpoint VOC 182

Retently

NOVEMBER 27, 2023

Let’s explore the advantages of outsourcing your NPS process in order to help you make an informed decision for your business strategy. Outsourcing NPS programs will allow refocusing on important business activities without sacrificing quality or service in the back-office.

NPS 143

NPS Net Promoter Score Customer Feedback B2C 143

SurveySensum

OCTOBER 28, 2024

NPS is a legend in the world of CX KPIs. Well, I believe it to be true… Companies with a high NPS grow twice as fast as their competitors, and in a world where customer loyalty directly influences your revenue, that’s no small feat. However, your NPS data is just a number without tracking the right KPIs.

NPS 52

NPS Customer Loyalty Actionable Insights Sentiment Analysis 52

CX Accelerator

OCTOBER 7, 2019

This article will help you understand what a CX strategy is and how to build one by. Be it a new or seasoned company, before creating a CX strategy to improve your. NPS, CSAT, CES, etc.)? Step Two: Align your CX Strategy with Business Objectives. CX champions). How will employees be measured on your CX Strategy?

CX 182

CX Customer Experience Non-Profits Contact Center 182

CX Accelerator

OCTOBER 7, 2019

This article will help you understand what a CX strategy is and how to build one by. Be it a new or seasoned company, before creating a CX strategy to improve your. NPS, CSAT, CES, etc.)? Step Two: Align your CX Strategy with Business Objectives. CX champions). How will employees be measured on your CX Strategy?

CX 182

CX Customer Experience Non-Profits Contact Center 182

Retently

MARCH 14, 2023

Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data. But while customer reviews have become an integral part of the ecommerce landscape and are here to stay, NPS surveys are just making their way in the DTC industry, although extensively adopted by B2Bs.

NPS 134

NPS Net Promoter Score Customer Satisfaction Customer Feedback 134

Intercom, Inc.

OCTOBER 22, 2020

According to Nate Brown , the companies that move from reactive customer service to a more holistic, proactive customer experience (CX) approach will be the ones that ultimately survive and thrive. Taking a holistic approach to CX. Here’s Nate: “As Annette Franz would say, ‘A CX change is culture change.’ Voice of the customer.

CX 218

CX Voice of the Customer Sentiment Analysis Close the Loop 218

Uniphore

JUNE 16, 2021

10 Agent Assist Superpowers That Reduce AHT and Boost NPS on Day 1. ??? Agent Assist ensures each new agent has the proper context from the last interaction, cutting time while boosting CX. The post 10 Agent Superpowers That Reduce AHT and Boost NPS appeared first on Jacada. Maybe even a little too much.

NPS 147

NPS Net Promoter Score Contact Center AI 147