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 460

Customer Experience VOC Net Promoter Score Government 460

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

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

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

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 429

Net Promoter Score CX NPS VOC 429

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. It helps you anticipate challenges and improve touchpoints.

Customer Experience 156

Customer Experience Actionable Insights Touchpoint CX 156

PeopleMetrics

FEBRUARY 20, 2025

Touchpoint mapping has always been a critical step in building a great VoC program. It helps CX leaders identify the key interactions customers have with their company and prioritize where feedback is needed most. But as AI advances, the way we approach touchpoint mappingand what we can do with the datahas fundamentally changed.

Touchpoint 62

Touchpoint AI VOC Social Media 62

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. In the end, it is not about what businesses do for customers, it is about what they mean to customers.

AI 334

AI CX Artificial Intelligence Predictive Analytics 334

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

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

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

FEBRUARY 3, 2025

This approach focuses on anticipation, relationship-building, and ensuring every touchpoint feels thoughtful and intentional. Thanks to social media and review platforms, unhappy customers now have megaphones to share their dissatisfaction. This outdated approach doesnt just miss opportunitiesit risks alienating your audience.

Sales 266

Sales Customer Experience E-commerce Start-ups 266

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 461

NPS Customer Feedback Net Promoter Score B2C 461

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

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

ECXO

FEBRUARY 26, 2024

For example, offering a free trial can lead to a paid subscription, or asking customers to follow your brand on social media can increase their likelihood of making future purchases. This is why businesses often benefit from repeated advertising and maintaining consistent branding, in billboards, magazines, social media, etc.

E-commerce 345

E-commerce Social Media Sales CX 345

Experience Investigators

APRIL 22, 2025

Customer journeys span dozens of channels and touchpoints. Even with a CX Mission Statement and strategy, your time and resources are limited. Departments like sales, marketing, customer support, and social media have historically worked independently of one another. Everything can feel like a priority.

AI 52

AI Customer Experience Social Media Touchpoint 52

Lumoa

FEBRUARY 9, 2023

The situation when B2B CX was very distant from B2C CX has been rapidly changing. ” Build a cross-functional CX team: get the key players from the whole company (chief executives, heads of departments) onboard CX transformation. Build CX into the culture: build long-lasting principles oriented on customer success.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Fonolo

DECEMBER 12, 2018

2018 has been a pivotal year for customer experience (CX). Industry wide, there is now a deeper understanding of CX as a multi-faceted, complex, incredibly important piece in the success (or failure) of any brand. Read on as we detail five fascinating CX predictions to inform your 2019 CX strategy. The lesson?

CX 116

CX Artificial Intelligence Contact Center Machine Learning 116

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. B2B has been paying attention. What makes these leaders different?

Omnichannel 156

Omnichannel B2B Technology Technology 156

Hodusoft

JANUARY 30, 2025

In todays fast-paced, customer-centric world, consumers expect effortless interactions whether theyre reaching out via voice, email, chat, social media, or SMS. Social Media Follow-Up: A few days later, Kim posts a query about accessories for her new smartphone on the retailers social media page. The result?

Contact Center 52

Contact Center Omnichannel Social Media Retail 52

SurveySensum

JUNE 13, 2021

Most startups and even large-scale organizations have a detailed CX strategy in place. Their strategy drills down to fine details as to how the customer would be served at each touchpoint — both online and offline. Here are some such marketing strategies to expand your CX strategy. Tune into Social Listening.

Social Listening 111

Social Listening CX Unstructured Data Social Media 111

Hodusoft

DECEMBER 26, 2024

Equipped with smartphones, they would rather prefer to send text messages, instant messages, emails, or engage through webchat or social media. Disjointed CX Would it be surprising to know that fragmented communication would lead to disjointed customer experience (CX)? phone, chat, social media).

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

Comm100

FEBRUARY 5, 2018

Social Media Software. From customer relationship management (CRM) software to knowledge base and social media tools — it almost seems harder to find a software solution that isn’t considered a customer engagement tool than one that is. How each visitor found their website (through a search engine, social media, etc.).

Social Media 68

Social Media CRM Social Listening Omnichannel 68

Retently

NOVEMBER 13, 2024

One of the most innovative ways brands are leveling up their CX is through Virtual Fitting Rooms (VFRs). Enhancing CX Through Virtual Fitting Rooms Virtual fitting rooms add a level of personalization and interactivity that was once only possible in physical stores.

CX 145

CX Retail Social Media Artificial Intelligence 145

Retently

JULY 8, 2024

Instead of waiting for a specific time to gather feedback, these campaigns keep a steady stream of CX data flowing in. Lower Engagement With less frequent touchpoints, you might have lower engagement with your customers. Now, it’s time to explore touchpoint-based NPS campaigns, which offer a more transactional approach.

Touchpoint 78

Touchpoint NPS Net Promoter Score Actionable Insights 78

SurveySensum

OCTOBER 31, 2024

Digital customer engagement refers to the process of interacting with customers via multiple digital platforms like social media channels, websites, apps, etc to foster a long-lasting and deep relationship with customers. What is Digital Customer Engagement?

Social Media 52

Social Media Omnichannel Technology Technology 52

Lumoa

JANUARY 31, 2023

Customer experience matters across all the channels and all the touchpoints of the customer journey. Recommended reading: Business value and ROI of customer experience: the step-by-step guide How to justify a CX program to your CEO Voice of the customer: where to start? First, it requires long-term thoroughly planned preparation.

Customer Experience 165

Customer Experience NPS Touchpoint Close the Loop 165

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

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

Callminer

FEBRUARY 27, 2019

Save your reputation by keeping an eye on social media. Social media has made negative experiences much more dangerous for companies as the reach of criticism is magnified. Direct VoC data alludes to any touchpoints along the client journey whereby the customer anticipates that the business is listening to them.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

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

Aquire

OCTOBER 6, 2021

It involves every single interaction someone has with your company from the very first touchpoint, all the way to post purchase. Whether they choose to reach out via email, text messaging, social media, chat, or in-store, people are looking for the same seamless experience. Learn how to upgrade your CX to meet the new normal.

Customer Service 98

Customer Service Net Promoter Score Customer Experience Social Media 98

SurveySensum

FEBRUARY 24, 2025

Both Work With Unstructured Data : Both text and sentiment analysis deals with unstructured customer data and feedback, such as texts, emails, surveys, social media conversations, online reviews, etc. Common data sources for both include product reviews, social media posts, emails, call transcripts, and survey responses.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Machine Learning 52