ECXO

DECEMBER 25, 2024

Align with their values: Sustainability, social responsibility, and ethical practices increasingly influence purchasing decisions. A company that ignores these expectations risks becoming irrelevant, no matter how competitive its pricing or how innovative its product offerings may be. in-store, online, mobile apps, and social media).

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

SurveySensum

OCTOBER 22, 2024

While browsing social media you become part of 5.17 of the world’s population who use social media on a daily basis. If you are in the same boat then let’s dive deep into how to leverage social media for feedback collection and what important social media survey questions to ask to gather relevant insights.

Social Media 52

Social Media Customer Loyalty Net Promoter Score Omnichannel 52

ECXO

OCTOBER 14, 2024

Keep up the great work, and continue to innovate and refine the approach. Customer Engagement and Interaction Social Media and Online Reviews: Monitor what customers are saying about your brand on social media and online review platforms. Your organization exhibits a strong customer-centric mindset.

CX 156

CX Customer-Centric Organization Social Media Touchpoint 156

Customer Think

MAY 2, 2024

In the ever-evolving realm of digital marketing, social media continues to reign supreme as a powerhouse platform for engaging with audiences, building brand presence, and driving business growth. Let’s explore how to craft […]

Social Media 124

Social Media Business Growth Innovation 124

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

eglobalis

JULY 31, 2024

Eleven Key Technologies Enhancing Customer Experience Marketing Automation Platforms Marketing automation tools like Marketo and HubSpot streamline repetitive marketing tasks such as email campaigns, social media posting, and lead nurturing. MarTech will help your company and customers stay ahead of the curve.

Customer Experience 378

Customer Experience Social Media Predictive Analytics AI 378

eglobalis

JUNE 27, 2024

IKEA’s vision of creating a better everyday life is reflected in their commitment to sustainability, affordability, and innovative design. Philips focuses on improving people’s health and well-being through meaningful innovation, aligning their culture with this vision through extensive training programs and open communication.

Customer Experience 422

Customer Experience Net Promoter Score VOC Government 422

ECXO

APRIL 10, 2024

This could involve innovative approaches to product design, unique marketing strategies, or exceptional customer service that exceeds customer expectations. Such leaps often require bold, innovative thinking, and a deep understanding of customer needs and expectations. Explore their emotions, experiences, and perceptions in-depth.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

ECXO

JULY 29, 2024

Coca-Cola’s vision of refreshing the world and inspiring moments of optimism is reflected in their commitment to sustainability and innovation. Vodafone focuses on connecting for a better future through meaningful innovation, aligning their culture with this vision through extensive training programs and open communication.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

ECXO

JUNE 19, 2024

DALL-E development by ECXO The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience Article source: [link] Introduction The advent of generative AI is reshaping the landscape of physical product design, driving innovation, practicality, and enhancing the customer experience.

AI 386

AI Customer Experience Legal Manufacturing 386

Hodusoft

AUGUST 9, 2021

EasyFive Reasons Why E-commerce Players Need Social Media Contact Center Software. Many e-Commerce players using Social Media Contact Center Software for better CX. While we can still debate which sector has been impacted the most by social media buzz. A customer service agent responds by commenting.

E-commerce 105

E-commerce Social Media Contact Center Omnichannel 105

eglobalis

DECEMBER 4, 2024

This perspective seemed disconnected from the nature of constructive debate and the dynamics of social media, where differing viewpoints should foster growth rather than defensiveness. The idea that CX is becoming obsolete fundamentally misunderstands its role as a cornerstone of how businesses create, sustain, and enhance value.

B2B 367

B2B Artificial Intelligence AI CX 367

ECXO

MARCH 6, 2025

These tools can gather customer feedback from multiple channels (email surveys, web feedback forms, support calls, social media, etc.), Continuous Improvement and Innovation in CX Unlike a finite project, CX transformation is never truly finished. Innovation goes hand-in-hand with continuous improvement.

CX Transformation 314

CX Transformation B2B CX Government 314

ECXO

OCTOBER 30, 2024

This could be achieved through platforms that encourage user-generated content, forums for discussion, or social media engagement. From countless product reviews to social media opinions, the sheer volume of information can be overwhelming and lead to decision fatigue. Clear and concise communication is critical.

Customer Experience 156

Customer Experience Social Media Artificial Intelligence CX 156

Beyond Philosophy

FEBRUARY 20, 2020

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. You can embody what your company is about with your responses on social media platforms. View this post on Instagram.

AI 162

AI Innovation Social Media Construction 162

Callminer

FEBRUARY 19, 2020

Innovative Challenges. All industries benefit from innovation and customer support is no different in this regard. Embracing innovative new practices such as artificial intelligence (AI) and flexible working arrangements can help considerably in alleviating such issues. Technological Shifts.

Artificial Intelligence 287

Artificial Intelligence Social Media Innovation AI 287

ECXO

MARCH 15, 2024

The sixth sin is a failure to innovate. Businesses that remain stationary, refusing to adapt and innovate, risk being left behind. Falling behind competition: Failure to innovate can make a business seem outdated, leading to a loss of customers to more innovative competitors. How awesome is that?

Customer Experience 289

Customer Experience VOC Net Promoter Score Innovation 289

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

ECXO

APRIL 7, 2024

It’s about transforming these ideas into reality, painting the canvas of the customer experience with vibrant colors which I split into 4 categories: innovation, personalization, resilience, and connection. Innovation, spurred by creativity, ensures that businesses do not stagnate.

AI 332

AI CX Artificial Intelligence Predictive Analytics 332

eglobalis

JULY 2, 2024

Customer-Centric Culture : Foster a culture where feedback is valued and acted upon at all levels, promoting continuous improvement and innovation. Can you share examples of how your organization has leveraged AI-driven insights or other innovative technologies to enhance customer satisfaction beyond NPS?

NPS 424

NPS Customer Feedback Net Promoter Score B2C 424

Sprinklr

OCTOBER 20, 2021

When you think about your brand’s social media strategy, what comes to mind? Is it about listening to what your customers are saying about your brand on social media? Social media is now ubiquitous to the customer experience. On social media, the answer is a resounding yes.

Social Media 85

Social Media Unstructured Data CXM Social Listening 85

ECXO

AUGUST 21, 2024

They are willing to learn from mistakes, embrace new technologies, and innovate to improve the customer experience continually. This includes: 1. Listen Actively: Engage with customers on various platforms, from social media to customer service calls. Reward innovation and experimentation.

CX 156

CX Social Media Predictive Analytics Touchpoint 156

C3Centricity

JULY 20, 2020

How to Innovate Successfully (What You’re Still Getting Wrong!). This post mentions the ten reasons innovation fails and then shares ideas on finding a solution to each of them. The best way to innovate is to start by looking at your target customer’s lifestyle and seeing how you can make it easier and more enjoyable for them.

Innovation 132

Innovation Start-ups Actionable Insights Retail 132

Steven Van Belleghem

NOVEMBER 14, 2021

You can analyze consumer behavior on your website, social media callouts, customer service calls or emails, data from the competition etc. Include expert users in the innovation process. A second way to help your innovation from failing is to involve your customers in the innovation process.

Innovation 125

Innovation Real Estate Social Media Gaming 125

Uniphore

JUNE 22, 2021

You listen to your customers on social media. They have made your call center a glass house on social media. If you’re a customer experience leader charged with testing the potential of innovative technologies, first listen to your front office staff. Do you listen to your customer service employees?

Social Media 219

Social Media Contact Center Entertainment Actionable Insights 219

ECXO

JULY 1, 2024

For example, a brand like Tesla mirrors the values of innovation, sustainability, and forward-thinking, attracting customers who identify with these values. Engagement with Customers: Direct engagement with customers through surveys, interviews, and social media interactions can provide companies with a wealth of information.

Customer Experience 358

Customer Experience Social Media Gaming Innovation 358

ECXO

JUNE 3, 2024

Stagnation and Lack of Innovation: Reliance on routine solutions and a reluctance to explore new or creative approaches. This can stifle innovation and progress, both in personal growth and in organizational or societal contexts. Encourage Innovation: Create an environment where innovative thinking is rewarded.

CX 332

CX Innovation Education Social Media 332

Intercom, Inc.

AUGUST 13, 2020

Nowhere is this shift in power from brands to customers more apparent than on the internet’s favorite public playground: social media. For the past twenty years, Yoli has been driving innovation and transformation in marketing at companies like Microsoft, eBay, and Points. million thanks to their cheeky Twitter presence.

Social Media 209

Social Media AI Sales B2B 209

Win the Customer

DECEMBER 23, 2024

As a product manager, it’s crucial to stay ahead of these trends to deliver innovative and customer-centric solutions. Integrate these conversational AI agents across various channels, including websites, mobile apps, social media, and messaging platforms.

AI 59

AI Customer Service E-commerce Social Media 59

eglobalis

SEPTEMBER 5, 2024

Social Media Sentiment Tracks sentiment expressed about your brand on social platforms. Emotional Value Index (EVI) Measures the emotional impact of customer interactions. How it complements CS : Positive emotions foster long-term success and encourage higher product engagement.

Net Promoter Score 382

Net Promoter Score NPS CX VOC 382

Comm100

DECEMBER 12, 2023

With a suite of automation software, from Gen AI to AI voice bots – combined with live chat, email, SMS, social media and more – organizations deliver the perfect balance of human and bot engagement that increases capacity while enhancing CX. However, disconnected channels create disconnected communication.

Innovation 97

Innovation Customer Service Omnichannel Social Media 97

Intercom, Inc.

AUGUST 20, 2020

Both her book Resonate: For Anyone Who Wants to Build an Audience and her documentary short Attention for Sale offer insights into how we are changed by ubiquitous technology, both individually and collectively – social media has transformed how we engage with one another, and that widespread, constant engagement is harming our focus.

Technology 243

Technology Technology Social Media Start-ups 243

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. Innovators Rethink processes and seek new ways to improve productivity. Call Center Life. High Stress.

Social Media 162

Social Media CX Contact Center Actionable Insights 162

Customer Experience Matrix

DECEMBER 13, 2020

But tremendous innovation has occurred in on-line events and more will surely appear in coming months. We can also expect in-person events to incorporate innovations developed for digital events – such as enhanced networking techniques and interactive presentations. That one is worth a channel of its own.)

Social Media 147

Social Media AI Government Artificial Intelligence 147

Retently

MARCH 11, 2025

Step 4: Moderating Social Media & Marketplace Queries Customer experience doesnt stop at email and chat, a CX Manager also regularly monitors: Amazon & Sephora product Q&A sections making sure common questions are answered. Challenges & How to Overcome Them Customer experience is never a set it and forget it function.

CX 115

CX Customer Experience Net Promoter Score NPS 115

C3Centricity

APRIL 23, 2024

Content marketing, email marketing, and social media platforms provide avenues for reaching large audiences at a fraction of the cost of traditional advertising. Foster Creativity and Innovation It’s not all bad news!

E-commerce 118

E-commerce Social Media Innovation B2B 118

SurveySensum

JANUARY 20, 2025

From social media reviews to survey responses, customer data is everywhere. For example , you just launched a new line of matte sunscreens for your skincare brand and you got a huge amount of responses across multiple social media channels like Twitter, Instagram, etc. Some of them are: 1.

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52