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.

CX Transformation 339

CX Transformation B2B CX Government 339

ECXO

OCTOBER 14, 2024

CX Awareness. Customer Engagement and Interaction Social Media and Online Reviews: Monitor what customers are saying about your brand on social media and online review platforms. The post CX Awareness. How Customer-Centric is Your Organization? Follow me or connect on LinkedIn : Joao Pereira.

CX 156

CX Customer-Centric Organization Touchpoint Social Media 156

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 387

B2B AI Predictive Analytics Sentiment Analysis 387

Uniphore

JULY 1, 2021

Increasingly, companies listen to their customers on social media, but what about their employees?” In addition to the insights it’s sharing online, Jacada will be offering a guided “deep dive” into its social media findings in its July webinar, What Your Call Center Agents Rant About On Social Media.

Social Media 218

Social Media Contact Center Customer Experience CX 218

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 430

Customer Experience Social Media Predictive Analytics AI 430

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. This is evident in the power of online reviews, social media shares, and word-of-mouth recommendations.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

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

ECXO

AUGUST 12, 2024

MarTech-Driven Transformation: Navigating the Future of Customer Experience Introduction In today’s fiercely competitive business landscape, delivering a superior customer experience (CX) is not just an advantage—it’s essential. The ECXO is an open access CX Professional Business Network.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

PeopleMetrics

JANUARY 23, 2025

And while CX professionals and market researchers have always worked hard to connect metrics to actions, AI now makes that process faster, smarter, and more focused. Identifying the Root Cause Behind Metrics One of the biggest challenges in CX is understanding why a score is low. But knowing the score is just the starting point.

NPS 118

NPS AI E-commerce CX 118

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 455

Customer Experience VOC Net Promoter Score Government 455

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” Pay attention to social media. Many companies do a lot of talking on social media but not enough listening.

Social Media 345

Social Media VOC VOE Contact Center 345

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

SurveySensum

MARCH 3, 2025

Social Media Text Analytics. But, what is it, and how does it work for social media monitoring? What is Social Media Text Analytics? Lets now understand how social media text analytics helps monitor social media. How Text Analytics Help Brand in Social Media Monitoring?

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 52

ECXO

JANUARY 21, 2025

Meanwhile, negative reviews flooded social media and online marketplaces. Action: Create multiple channels for feedback (surveys, social media, support tickets) and set up a system to analyze and act on it. Engage with customers on social media and foster community-building initiatives.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 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

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 424

Net Promoter Score CX NPS VOC 424

Doing CX Right

SEPTEMBER 26, 2021

Listen to Madalyn Sklar, social media evangelist, explain how to enhance customer relationships, build communities, and gain competitive info. The post Leveraging Social Media For Customer Service & Competitive Insights appeared first on Doing CX Right.

Social Media 111

Social Media Customer Service Customer Relationship CX 111

ECXO

OCTOBER 30, 2024

As I reflect on this cinematic masterpiece, with the experience and knowledge I have acquired since then, I find intriguing parallels between its themes and the modern concept of customer experience (CX). This could be achieved through platforms that encourage user-generated content, forums for discussion, or social media engagement.

Customer Experience 156

Customer Experience Social Media Artificial Intelligence CX 156

Intercom, Inc.

AUGUST 31, 2022

Engaging with customers on social media has become part of every customer experience strategy to drive sales and retain customers. At Intercom, we’re all about making internet business personal, and social media happens to be a big part of that. Foundations of social moderation and conversation. What did we learn?

Social Media 118

Social Media Start-ups Machine Learning CX 118

eglobalis

DECEMBER 4, 2024

In 2024, a bold and controversial claim suggested that customer experience (CX) would become irrelevant by 2030. While such statements are often designed to spark discussion, this particular assertion felt both overly simplistic and misaligned with the transformative, continuously evolving role CX plays in business.

B2B 419

B2B Artificial Intelligence AI CX 419

ECXO

JUNE 3, 2024

Why is this relevant for CX? This includes your website, emails, social media, and customer service interactions. Why is this relevant for CX? DataAnalytics #CustomerExperience #DecisionMaking #PsychologyInBusiness #cx The post Do you have a lazy brain? Why is this relevant for CX?

CX 332

CX Innovation Education Social Media 332

ECXO

OCTOBER 23, 2024

Sentiment analysis algorithms can process vast amounts of customer feedback from multiple sources, such as social media platforms, online reviews, and surveys. AI-powered sentiment analysis tools can analyze customer interactions, such as emails, chat logs, and social media posts, to determine the sentiment behind their messages.

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

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. Resilience: The first, and perhaps the most crucial step, is the data collection and analysis. This raw data, however, is like a diamond in the rough.

AI 333

AI CX Artificial Intelligence Predictive Analytics 333

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.” “Uhh. As a CX professional, you likely already have a strong vision of what you want to achieve.

CX 282

CX Education Social Media Government 282

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? Listen to their needs, desires, and pain points.

CX 156

CX Social Media Touchpoint Predictive Analytics 156

ECXO

MARCH 3, 2025

So, when it came time to continue my series on What CX lessons we can learn from movies, there was no way I could leave Frodo and his epic journey out of it. Believe it or not, theres a lot that customer experience (CX) professionals can learn from his journey. CX Lesson: In customer experience, you need to play the role of Gandalf.

Customer Experience 156

Customer Experience Actionable Insights Touchpoint CX 156

Retently

MARCH 17, 2025

Table of Contents Weekly, Monthly, Quarterly & Yearly CX Reports: Whats the Difference? And thats exactly what CX reports help with not just reacting to problems, but preventing them. But, heres the challenge – not all CX reports are useful. Weekly, Monthly, Quarterly & Yearly CX Reports: Whats the Difference?

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

PeopleMetrics

JANUARY 30, 2025

2) Unfiltered Truth One of my favorite examples comes from a hospitality client who discovered their AI-analyzed social media feedback painted a very different picture than their traditional surveys. Turns out, customers were more honest on social media than they were in survey feedback channels.

VOC 110

VOC AI Social Media Hospitality 110

ECXO

FEBRUARY 3, 2025

Thanks to social media and review platforms, unhappy customers now have megaphones to share their dissatisfaction. Impact: Reactive sales cost businesses opportunities, often without them realizing it. Negative Word-of-Mouth and Online Reviews A single bad customer experience can have a huge ripple effect. What are you waiting for?

Sales 259

Sales Customer Experience E-commerce Start-ups 259

CX Accelerator

MAY 25, 2022

This may be self-service, in-person, phone, email, chat, social media or text message. So, I took to Twitter to see what ideas others in the CX space have. cx@ (Contributed by: , @kaosfusion ). Follow me to stay in the loop or join me over in the , CX Accelerator communit y! Back to CX Accelerator Blog

Social Media 316

Social Media CX Contact Center Customer Service 316

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.”. As a CX professional, you likely already have a strong vision of what you want to achieve.

CX 208

CX Education Social Media Government 208

ECXO

FEBRUARY 10, 2025

Understanding these differences is what separates great companies from the ones that get roasted on social media for “horrible customer service.” Some customers love enthusiastic service, while others just want to be left alone.

Customer Experience 173

Customer Experience Construction Social Media Customer Expectations 173

CX Accelerator

OCTOBER 21, 2019

There aren’t many professional career paths more rewarding than Customer Experience (CX). Life as a CX professional is never dull, always changing, incredibly challenging, and so fulfilling. It’s one of the many reasons why CX Accelerator exists. Without further ado, here are seven tools I suggest adding to your CX toolbox.

Social Media 208

Social Media Customer Experience CX Customer Journey Map 208

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. The exact same criticism can be made about every metric for everything. In accounting, your Net Operating Profit number tells you nothing about causes.

NPS 456

NPS Customer Feedback Net Promoter Score B2C 456

Callminer

FEBRUARY 23, 2021

People are seeking support on social media more than ever. Support through social media: this channel is not just how consumers talk about the organization; it is a means of talking to the organization and part of a broader strategy of making communications easy and providing the channels your customers prefer.

Technology 376

Technology Technology E-commerce Contact Center 376

Uniphore

JUNE 15, 2021

You’re listening to your customers on social media—and taking steps to improve their experience—but what about your customer service employees? What Your Call Center Agents Rant About on Social Media. and the 7 Surprising CX Insights They Reveal. Call Center Life. High Stress. High Stakes. Register Now.

CX 162

CX Social Media Contact Center Actionable Insights 162

Beyond Philosophy

FEBRUARY 17, 2020

Specifically, it relates to how brands and consumers are going to communicate through messaging and social media. . He spent over 15 years working in cutting-edge social technology and developer platforms, including Google and Uber. Some brands have similar relationships with their customers, especially in social media. .

AI 166

AI Social Media Artificial Intelligence CX 166