eglobalis

NOVEMBER 12, 2024

In a world where CX is often sidelined in favour of “getting the job done,” how can professional services leaders bring client-centered excellence to every project? This article delves into eleven actionable strategies that leaders can implement to weave CX deeply into their service delivery approach.

AI 486

AI Artificial Intelligence B2B CX 486

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

OCTOBER 14, 2024

Introduction: The Changing Landscape of CX Education Customer experience (CX) education has long relied on a model built around a set of 5-6 pillars. The growing dependence on certifications in CX education further complicates the situation. What about flexibility? The Traditional Pillar Model: Is It Still Relevant?

Education 404

Education Customer Experience Customer Journey Map Innovation 404

ECXO

OCTOBER 14, 2024

CX Awareness. 5. Customer Journey and touchpoints: All departments have clarity on our target customers, which is their journey with us, as well as key touchpoints. Focus on transactional surveys on critical touchpoints of the customer journey. The post CX Awareness.

CX 156

CX Customer-Centric Organization Social Media Touchpoint 156

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

eglobalis

OCTOBER 1, 2024

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. Encouraging departments like Sales and CX to share customer feedback in these meetings can also help Marketing tailor its strategies more effectively.

CX 405

CX Finance Customer Journey Map Innovation 405

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

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

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

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

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

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

CX Accelerator

NOVEMBER 11, 2022

In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. The 8 skills required by any CX team are: Strategy. But the strategy function within a CX team is also very much about the strategy’s implementation. Customer Journey Mapping.

CX 307

CX Customer Journey Map CX Transformation Government 307

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

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 332

AI CX Artificial Intelligence Predictive Analytics 332

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. How can you utilize this knowledge to enhance customer experience (CX)? This concept can be applied to customer experience as well.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

Futurelab

FEBRUARY 17, 2025

#NoBullshitCX (CW3) When planning CX initiatives, dont overpromise to customers-or yourself One of my New Years resolutions is to keep it real when it comes to CX promises. When we worked on a CX maturity assessment for a global leader in energy, we asked the client: What level of CX are you actually aiming at?.

Manufacturing 130

Manufacturing Touchpoint CX Customer Experience 130

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. Measure CX in all areas: Develop clear metrics to measure customer experience, success, and satisfaction for all areas of the business. Invest in training your team.

CX 358

CX Customer Satisfaction Innovation Education 358

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. In reality, the quest for the silver bullet in CX is akin to the search for the Holy Grail in medieval legends.

CX 277

CX Innovation Machine Learning Technology 277

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 378

Customer Experience Social Media Predictive Analytics AI 378

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

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, “. Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. CX champions)How will employees be measured on your CX Strategy?

CX 261

CX Customer Experience Non-Profits Contact Center 261

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. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 329

B2B Customer Experience Touchpoint B2C 329

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

JUNE 11, 2023

CX design is no longer just about aesthetics. But, many European firms still have a long way to go to reach the levels of CX maturity seen in B2C. If you need to rethink your CX offer, or haven’t got started, time is not on your side. How do customers experience your brand – across touchpoints? This is urgent.

B2B 390

B2B B2C Touchpoint Customer Satisfaction 390

Futurelab

DECEMBER 27, 2023

When I explained what I do as a “CX consultant” – helping companies understand and better serve their customers – he said, “Oh, the exact same thing I do!” Personalization of the customer journey, the touchpoint and the relationship with the customer is something that comes completely naturally.

Touchpoint 162

Touchpoint Construction Contact Center CRM 162

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

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

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. Where do you start?

Touchpoint 296

Touchpoint CX Innovation Start-ups 296

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

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 Predictive Analytics Touchpoint 156

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

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. Step Two: Align your CX Strategy with Business Objectives. Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis.

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. Step Two: Align your CX Strategy with Business Objectives. Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis.

CX 182

CX Customer Experience Non-Profits Contact Center 182

ECXO

JULY 10, 2024

In customer experience (CX), metrics like CSAT and CES face similar limitations. Return on Investment (ROI) : Calculates profitability from specific CX investments. Building a Customer-Centric Culture Creating a 360-degree feedback system involves: Multi-Channel Feedback Collection : Capturing diverse perspectives across touchpoints.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374