ECXO

SEPTEMBER 6, 2023

This article was originally posted at [link] Integrating touchpoint technologies is a strategic imperative as we all know to create the types of omnichannel experiences that business buyers experience when they purchase something from a consumer brand. What’s different about omnichannel winners? B2B has been paying attention.

Omnichannel 156

Omnichannel B2B Technology Technology 156

Hodusoft

JANUARY 30, 2025

Omnichannel Contact Centers Solutions: What You Need to Know Do you know, businesses that implement omnichannel strategies retain 89% of their customers, compared to just 33% for those that dont? In this blog, you can explore everything related to omnichannel contact center software starting from what it is? The result?

Contact Center 52

Contact Center Omnichannel Social Media Retail 52

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

Hodusoft

DECEMBER 26, 2024

Why Every BPO Needs an Omnichannel Contact Center for Success? Another research by Twilio revealed that 91 percent of customers expect omnichannel communication from organizations. They need to adopt omnichannel communication to remain at the forefront in delivering exceptional service. Apart from that what else?

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

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 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

NOVEMBER 16, 2023

Article originally posted at: [link] How AI and GenAI Are Shaking the Status Quo in Customer Experience (CX) As you know, the potential for artificial intelligence and generative artificial intelligence (GenAI) to transform every part of customer experience, and everything surrounding us, is electrifying. Let’s continue.

AI 194

AI CX Customer Experience Artificial Intelligence 194

ECXO

JUNE 15, 2021

Customer-centricity results as an outcome offering a great experience to the customer across all touchpoints: from the awareness stage, through the purchasing process and finally through the loyalty process. cx #customercentric #customerexperience. Transforming to a Customer-Centric Company Culture. Kirsti Laasio.

Customer Satisfaction 358

Customer Satisfaction B2C Omnichannel CX 358

ECXO

JUNE 20, 2023

CX is everywhere. Businesses want a seamless CX just as they do in their personal lives. Employees that are driven by shared purpose and values feel more motivated, engaged and empowered = a better CX. Define your brand purpose before you embed it into your CX and EX Why does your business exist?

B2B 367

B2B Innovation CX Government 367

Hodusoft

AUGUST 17, 2022

How omnichannel creates seamless customer service experience. It’s simple; all they need is an ‘omnichannel approach’ in their Customer service journey! When you introduce an omnichannel customer experience , you’re up for an integrated, consistent, and real-time customer experience across multiple channels!

Omnichannel 98

Omnichannel Customer Service Contact Center Touchpoint 98

Aquire

SEPTEMBER 6, 2021

An omnichannel contact center offers more than just customer communication — it’s a powerful tool for creating memorable customer experiences (CX) and strengthening brand loyalty. What is an omnichannel contact center? Omnichannel vs multichannel contact center. 7 steps to create an omnichannel contact center.

Contact Center 98

Contact Center Omnichannel Social Media Net Promoter Score 98

Aquire

MAY 21, 2021

A new omnichannel automotive consumer emerges. The answer lies within omnichannel experiences. Let’s take a closer look at the omnichannel approach and the evolution of automotive customer experience (CX). Omnichannel customer experience in automotive. Enough to help them make an informed purchase.

Omnichannel 98

Omnichannel Customer Experience Retail Touchpoint 98

Execs In The Know

MARCH 21, 2025

A staggering 42 percent of customer experience (CX) leaders cite outdated systems as their biggest operational hurdle, and 54 percent admit that at least a fifth of their customer interactions are still too complex for artificial intelligence (AI) to handle alone. Its here, embedded in nearly every CX operation. They see one brand.

CX 52

CX Artificial Intelligence AI Omnichannel 52

Lumoa

FEBRUARY 9, 2023

The situation when B2B CX was very distant from B2C CX has been rapidly changing. We’re moving towards a personalized omnichannel experience in B2B customer journeys. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Win the Customer

DECEMBER 12, 2023

In today’s fast-paced digital landscape, the customer journey spans various touchpoints and channels. Enter generative AI—a game-changer in revolutionizing customer experience across omnichannel environments. In conclusion, generative AI holds immense promise in solving the challenges of omnichannel customer experiences.

Omnichannel 69

Omnichannel AI Social Media Machine Learning 69

DMG Consulting

MARCH 13, 2025

These omnichannel and multimodal platforms leverage large volumes of data, machine learning, natural language processing (NLP)/understanding (NLU)/generation (NLG), cognitive search, and GenAI to recognize and respond to customer inputs in a way that mimics human conversation. without the help of a live agent, salesperson, or other employee.

AI 62

AI Artificial Intelligence Close the Loop Omnichannel 62

Lumoa

JUNE 26, 2023

But with an omnichannel marketing strategy, these numbers are quite achievable. In fact, several companies, ranging from media to finance, are already investing in an omnichannel customer experience to boost their sales and revenue. But first, you need to understand what an omnichannel customer experience is.

Omnichannel 78

Omnichannel Net Promoter Score Customer Experience Social Media 78

Zendesk

APRIL 9, 2021

Customer experience (CX) has always been integral to a company’s success, but its significance has grown considerably in the midst of the COVID-19 outbreak. According to the Zendesk Customer Experience Trends Report 2021 , half of all customers say that CX is more important to them now than it was a year ago. What is CX?

CXM 98

CXM CX Omnichannel Touchpoint 98

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

SurveySensum

DECEMBER 30, 2024

If youre looking for advanced features, greater scalability, or a platform that aligns better with your unique customer needs and long-term CX goals, there are alternatives to CustomerGauge that may better suit your specific customer needs and long-term CX goals. Their CX experts have your back, guiding you from start to finish.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Hodusoft

NOVEMBER 27, 2024

In the words of Shep Hyken, world-renowned customer service and CX expert, researcher, award-winning keynote speaker, and a New York Times and Wall Street Journal bestselling author, “There is a big difference between a satisfied customer and a loyal customer. Customer loyalty is the key. Customer loyalty cannot be bought.

Customer Loyalty 52

Customer Loyalty Contact Center E-commerce Omnichannel 52

Ameyo Callversations

OCTOBER 22, 2021

Delivering exceptional personalized experiences with Conversational AI is the need of an hour to offer and build more intelligent CX. When establishing a conversational AI application, it becomes important to integrate the personalization, context, and relevance in the interaction between humans and bots/computers to ensure better CX.

AI 98

AI CX Artificial Intelligence Touchpoint 98

Customer Think

JULY 25, 2024

Introduction This article was originally posted on: [link] Delivering superior customer experience (CX) is paramount for business success.

Customer Experience 132

Customer Experience Touchpoint CX Omnichannel 132

PeopleMetrics

FEBRUARY 27, 2025

So, youve launched a relationship survey, set a CX baseline, and now youre ready to dive into transactional VoC. Implement a full-scale, omnichannel transactional VoC program across every touchpoint. But at the end of the day, CX is about people. Congratulations! The natural instinct?

VOC 62

VOC Close the Loop Sentiment Analysis Predictive Analytics 62

Intercom, Inc.

MARCH 22, 2022

Which makes customer experience (CX) the most important differentiator and success factor your business has. Today, 80% of organizations are expecting to compete mainly based on CX. Building customer touchpoints is not the same as building engagement. Engage across every touchpoint. So, let me cut right to the point.

Omnichannel 129

Omnichannel Touchpoint Sales Engineering 129

Hodusoft

APRIL 4, 2024

Enhancing CX with HoduCC Omnichannel CX Suite: An All-In-One Solution for Modern Businesses In today’s competitive business landscape, providing excellent customer experience (CX) is not only a differentiating factor but a necessity. Let’s get started!

Omnichannel 52

Omnichannel CX Social Media Contact Center 52

Intercom

JULY 26, 2022

C ustomer experience (CX), or consumer experience, is the result of every interaction or touchpoint a customer has with your brand – both with your people and your products. . Think of CX as each moment of engagement along the customer journey. What is an omnichannel customer experience?

Customer Experience 69

Customer Experience CX Omnichannel Social Media 69

Retently

NOVEMBER 13, 2024

One of the most innovative ways brands are leveling up their CX is through Virtual Fitting Rooms (VFRs). VFRs create a consistent and efficient omnichannel shopping experience across both online and in-store environments. The post Benefits of Virtual Fitting Rooms for Ecommerce CX appeared first on Retently CX.

CX 146

CX Retail Social Media Artificial Intelligence 146

SurveySensum

SEPTEMBER 18, 2024

Did you know that companies with omnichannel customer experience strategies retain an average of 89% of their customers, compared to just 33% of companies with weak omnichannel customer experience strategies? What Is Omnichannel Customer Experience? Why You Should Invest In Omnichannel Customer Experience?

Omnichannel 52

Omnichannel Customer Experience Social Media Touchpoint 52

Zendesk

FEBRUARY 10, 2022

When it comes to optimizing the customer experience (CX) , your work is never really done. Customers who describe a company’s CX as “good” are 37% more likely to recommend it to others. While providing flawless customer experiences is a tall order, companies can set themselves apart by continually refining their CX.

Customer Experience 98

Customer Experience Unstructured Data Customer Journey Map Net Promoter Score 98

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

SurveySensum

OCTOBER 29, 2024

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. So, let’s discover how contact center analytics can help you gain actionable insights about this touchpoint and your overall business and optimize your operations.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

Hodusoft

SEPTEMBER 29, 2022

7 Ways How Omnichannel Analytics In Contact Center Can Improve Your CX. The customer experience (CX) has become a key differentiator in driving business success. 73% of consumers have admitted that CX influences their purchasing decision. Read on to gain more insights on omnichannel analytics. So, what is it?

Contact Center 52

Contact Center Omnichannel CX Actionable Insights 52

Hodusoft

MARCH 15, 2024

Don't Settle for Less: Join our Webinar and Boost Your Revenue Game with Omnichannel CX Suite Magic! In today’s competitive business landscape, customer experience (CX) is no longer a “nice to have” – it’s a must-have. HoduSoft’s Omnichannel CX Suite That Can Change Your Revenue Game Do you know?

Omnichannel 52

Omnichannel Gaming CX Touchpoint 52

Comm100

FEBRUARY 6, 2023

Customer experience, also known as CX, is a customer’s overall experience when interacting with an institution’s products or services and their perception of the business and its values. CX is becoming increasingly important to the financial industry and all businesses as the differentiating factor.

Customer Experience 98

Customer Experience Omnichannel Social Media Touchpoint 98

Lumoa

MARCH 20, 2018

Learn More about the role of AI in CX. The situation when B2B CX was very distant from B2C CX has been rapidly changing. We’re moving towards personalized omnichannel experience in B2B customer journeys. Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Retently

OCTOBER 23, 2024

Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction. While email remains the go-to option, certain touchpoints may benefit more from SMS or web pop-ups to reach customers where they are most active.

Retail 110

Retail CX NPS Touchpoint 110