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 337

CX Finance Customer Journey Map Innovation 337

ECXO

APRIL 2, 2023

The concept of Customer Experience (CX) started well before the Digital Age going back to the development of market research and consumer theories before the Second World War. The advent of call centers followed by the emergence of enterprise feedback management systems heralded the age of CX.

Close the Loop 378

Close the Loop CX Net Promoter Score Sentiment Analysis 378

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 372

Customer Experience Net Promoter Score VOC Scorecard 372

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 279

CX Innovation Technology Technology 279

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 369

Customer Experience Net Promoter Score VOC Government 369

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 323

AI CX Artificial Intelligence Predictive Analytics 323

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 297

B2B Customer Experience Touchpoint B2C 297

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 325

CX Customer Experience Social Media Sentiment Analysis 325

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

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 434

AI Artificial Intelligence B2B CX 434

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 348

CX Customer Satisfaction Innovation Customer Feedback 348

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 359

Customer Experience Customer Journey Map Net Promoter Score B2B 359

eglobalis

JULY 25, 2024

Customer experience (CX) has become a critical differentiator in today’s competitive market, influencing customer loyalty and overall business success. Additionally, we will discuss why emerging markets like South Korea, Thailand, India, China, and Japan are poised to outpace Europe in CX excellence.

Customer Experience 399

Customer Experience Innovation CX Omnichannel 399

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

Experience Investigators

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. But, what exactly is a touchpoint? What is a Touchpoint? Channels are Not Touchpoints.

Touchpoint 52

Touchpoint Customer Journey Map Artificial Intelligence Customer Experience 52

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 355

Customer Experience Predictive Analytics Social Media Machine Learning 355

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 328

Customer Experience Social Media Predictive Analytics AI 328

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 185

AI CX Customer Experience Artificial Intelligence 185

Experience Investigators

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. But, what exactly is a touchpoint? What is a Touchpoint? Channels are Not Touchpoints.

Touchpoint 49

Touchpoint Customer Journey Map Artificial Intelligence Customer Experience 49

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 322

Net Promoter Score NPS CX VOC 322

PeopleMetrics

MARCH 26, 2018

Whether you're a seasoned CX professional or you've never heard of CX, chances are you at least have some basic notion of the areas, or touchpoints, where customers interact with your organization. Your website, call center or storefront are all examples of possible customer touchpoints. Touchpoints vary.

Touchpoint 86

Touchpoint CEM Business Administration NPS 86

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 26, 2024

Uplevel Your CX by Overcoming Unsafety and Mistrust In recent years, people have been feeling more and more unsafe and less trusting of others. The ECXO is an open access CX Professional Business Network. The ECXO is an open access CX Professional Business Network. Become a member now: [link] What is the Polyvagal Theory?

CX 156

CX Social Media Government Non-Profits 156

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 345

Education Customer Experience Customer Journey Map Innovation 345

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 383

B2B B2C Touchpoint Actionable Insights 383

PeopleMetrics

JANUARY 21, 2021

Customer Journey Mapping: Which Touchpoints Really Matter? What is a touchpoint in the customer journey? Which touchpoints should you include in your customer journey map? Which touchpoints should you include in your customer journey map? And more importantly, which touchpoints should you measure? sessions: [link].

Customer Journey Map 62

Customer Journey Map Touchpoint CXM CX 62

Experience Investigators

OCTOBER 1, 2024

Hear how journey mapping can transform every touchpoint and why eliminating barriers is crucial to delivering a seamless customer experience. Subscribe wherever you listen to podcasts (Spotify, YouTube, Apple Podcasts, and more) Want to ask a question about this episode – or another CX issue?

CX 52

CX Customer Journey Map Touchpoint Customer Experience 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 363

Customer Experience CX Innovation Customer Satisfaction 363

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

ECXO

APRIL 26, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. Collaboration between the two leads can have a significant impact on the quality of your CX. Collaboration between the two leads can have a significant impact on the quality of your CX.

CX 156

CX Net Promoter Score Touchpoint Innovation 156

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

Customer Think

SEPTEMBER 19, 2024

In today’s competitive business landscape, the synergy inside of Support and Customer Experience (CX) departments is critically crucial for fostering strong customer relationships, successfully organized touchpoints and ensuring organizational prosperity.

CX 69

CX Touchpoint Business Growth Customer Relationship 69

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

MAY 16, 2024

The customer-centric leader highly values employees’ insights about customers For successful CX work, it is imperative to systematically understand our customers. It includes all touchpoints where the customer interacts with the organization, such as marketing, website visits, customer service, and after-sales service.

Touchpoint 197

Touchpoint Customer Journey Map Education CX 197