eglobalis

FEBRUARY 3, 2025

For instance, Oracle uses its Oracle CX Unity platform to unify customer data across touchpoints , enabling businesses to create personalized experiences at scale. Japan: Hitachi Hitachi has been leveraging AI in its social innovation business since 2013. This ensures a seamless and personalized experience for customers.

B2B 337

B2B AI Predictive Analytics Sentiment Analysis 337

eglobalis

JUNE 27, 2024

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. Real-time Customer Data Platforms (CDPs) integrate data from various touchpoints, offering a unified view of the customer.

Customer Experience 422

Customer Experience VOC Net Promoter Score Government 422

ECXO

OCTOBER 14, 2024

5. Customer Journey and touchpoints: All departments have clarity on our target customers, which is their journey with us, as well as key touchpoints. Keep up the great work, and continue to innovate and refine the approach. Focus on transactional surveys on critical touchpoints of the customer journey.

CX 156

CX Customer-Centric Organization Touchpoint Social Media 156

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. A company that ignores these expectations risks becoming irrelevant, no matter how competitive its pricing or how innovative its product offerings may be.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. By working on this map together, each department can identify how their role impacts the customer at different touchpoints, encouraging collaboration across teams.

CX 405

CX Finance Customer Journey Map Innovation 405

ECXO

JULY 29, 2024

Real-Time Customer Data Platforms (CDPs) : Integrating data from various touchpoints to offer a unified view of the customer. Businesses like Typeform, Alchemer, and Google Forms provide platforms to conduct surveys tailored to specific customer journey touchpoints. Customer Surveys : Fundamental for gathering direct feedback.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

ECXO

APRIL 7, 2024

It is a symphony of interactions that a customer has with a business, a vivid tapestry woven from the threads of every touchpoint, every communication, and every solution used. Innovation, spurred by creativity, ensures that businesses do not stagnate. Innovation: Where AI and human creativity can dance to the rhythm of progress.

AI 332

AI CX Artificial Intelligence Predictive Analytics 332

ECXO

OCTOBER 7, 2024

Innovation is your constant companion in this exhilarating journey. As a CX leader, you must ensure that every touchpoint—whether digital or physical—provides a consistent and frictionless experience. Staying ahead in CX requires a commitment to continuous improvement and innovation.

Customer Experience 373

Customer Experience CX Innovation Artificial Intelligence 373

ECXO

AUGUST 19, 2024

By testing different journey scenarios, businesses can identify the true paths customers take and optimize touchpoints, improving overall experience and alignment with customer expectations. Use Customer Journey Mapping : Identify key touchpoints and pain points through journey mapping to target with experiments.

Customer Experience 368

Customer Experience Customer Journey Map Net Promoter Score B2B 368

ECXO

OCTOBER 23, 2024

This is particularly valuable for understanding which touchpoints in the customer journey require a higher level of attention from the organization to improve the perception of the customers. Using AI to Enhance the Experience 1. The post Customer Service + AI = Customer Success 3.0

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

eglobalis

JULY 31, 2024

Customer Experience Management (CXM) Software Tools like Qualtrics and Medallia as the leaders of this sector help manage and analyse customer interactions across different touchpoints. These tools allow businesses to create seamless, personalized experiences by understanding customer interactions across various touchpoints and channels.

Customer Experience 378

Customer Experience Social Media Predictive Analytics AI 378

ECXO

AUGUST 9, 2023

As Accenture explains on its Cloud Services page – businesses must focus beyond simply “getting there” to “getting value” and then “operating in the Cloud Continuum to unlock the next level of innovation’. You’ll have heard a 1000 times that you need to identify the key touchpoints that are a moment of truth with our customers.

Touchpoint 296

Touchpoint CX Innovation Start-ups 296

ECXO

JUNE 23, 2024

It helps you identify key touchpoints, potential pain points, and opportunities to delight customers. Driving Innovation: Feedback channels can serve as a source of inspiration for innovation. This can lead to innovative ideas for improving the customer experience and helps employees feel more engaged and invested.

CX 358

CX Customer Satisfaction Innovation Education 358

ECXO

APRIL 10, 2024

When a business can align all its touchpoints – from product design to customer service to after-sales support – in a way that resonates with the customers’ emotional frequencies, it creates a coherent customer experience. This concept can be applied to customer experience as well.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

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

ECXO

APRIL 29, 2024

It’s a fascinating tale of desire, aspiration, and constant innovation. Now, let’s talk innovation. Gather and Act on Feedback: Continuously collect feedback from customers on their experiences across both digital and human touchpoints. Are we going to find it? Let’s see… In the beginning, there was the customer.

CX 277

CX Innovation Machine Learning Technology 277

ECXO

JUNE 20, 2023

It can be more important than innovation or market dominance. Infuse your purpose into every touchpoint – your brand identity, messaging and content, product and service delivery. How does a shared purpose and values help you harness creativity, innovation, skill and commitment? Neither will work without the other.

B2B 367

B2B Innovation CX Government 367

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform. What data is used?

Innovation 117

Innovation NPS Touchpoint Start-ups 117

ECXO

JULY 26, 2023

Our focus in this article is on leveraging real-time customer data to provide richer, meaningful end-to-end customer experiences at every touchpoint. Its Cloud CX Platform enables businesses to connect customer behaviour, transactions, and demographics across touchpoints to also deliver seamless, scalable personalised experiences.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

ECXO

AUGUST 21, 2024

They build strong, trust-based relationships with their customers, ensuring that each touchpoint is meaningful and contributes to customer loyalty and satisfaction. They are willing to learn from mistakes, embrace new technologies, and innovate to improve the customer experience continually. Reward innovation and experimentation.

CX 156

CX Social Media Touchpoint Predictive Analytics 156

Execs In The Know

MARCH 13, 2025

Yet, for too long, the cruise industry, like many others, focused heavily on the onboard experience while neglecting the critical pre- and post-cruise touchpoints. So, as you think about your own business, ask yourself: Are we creating a seamless, personalized experience from the very first touchpoint? Enter the Princess Medallion.

Hospitality 52

Hospitality Hospitality Touchpoint Contact Center 52

ECXO

AUGUST 6, 2024

It enables companies to be proactive, innovative, and adaptive, ensuring that they meet and exceed customer expectations in an ever-changing market. Here, the focus is on preserving established ways of life, and individuals may feel constrained by societal expectations to conform rather than innovate.

Customer Experience 177

Customer Experience Innovation Education Government 177

Totango

APRIL 6, 2023

By using the Outlook integration , your Outlook emails will automatically be logged as touchpoints in Totango, so customer success managers can see all customer interactions in one place. And stay tuned for some exciting announcements on Totango product innovations coming soon!

Innovation 92

Innovation Outlook CRM Touchpoint 92

eglobalis

SEPTEMBER 5, 2024

CX includes the emotional and psychological responses customers have across various touchpoints, such as ease of use, support quality, and overall satisfaction. Customer Experience (CX) focuses on the overall perception customers have after interacting with your brand.

Net Promoter Score 382

Net Promoter Score CX NPS VOC 382

ECXO

APRIL 26, 2023

The partnership is critical to creating a seamless and consistent customer and employee experience across all touchpoints. Increased innovation – CX leaders constantly seek new ways to create value for customers. The centre has won several awards for its innovative designs. The reason?

CX 156

CX Net Promoter Score Innovation Touchpoint 156

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. Implement personalized recommendations, proactive support, and tailored communication strategies across all customer touchpoints.

AI 59

AI Customer Service E-commerce Social Media 59

Intercom, Inc.

JUNE 22, 2021

These platform dynamics have led to the emergence of API-first apps that are designed to connect and deeply integrate with your existing messaging, CRM, and prospecting technology to streamline communication and enhance each touchpoint of the sales motion – without having to “rip and replace” entire sales systems.

Technology 233

Technology Technology Sales Customer Expectations 233

Retently

MARCH 11, 2025

A CX Manager is responsible for the entire end-to-end customer journey, making sure every touchpoint from store purchase to post-fulfillment support is smooth, frustration-free, and ultimately leads to happier, more loyal customers. But in reality, their job goes far beyond answering tickets or handling complaints.

CX 115

CX Customer Experience Net Promoter Score NPS 115

Experience Investigators

DECEMBER 10, 2024

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. Start With One Customer Touchpoint Sometimes, you need to start small. If you arent sure where to start, consider touchpoints as a jumping-off point.

CX 52

CX Customer Experience Touchpoint CXM 52

ECXO

SEPTEMBER 30, 2024

The waitstaff pushes for speed and innovation, while the chefs advocate for careful preparation and consistency. On the other hand, internal teams like product development may focus on innovation, feature quality, and adherence to timelines. o Loss of Competitive Edge In a competitive market, agility and innovation are key.

Sales 156

Sales Customer Experience Innovation Customer Feedback 156

Hodusoft

NOVEMBER 14, 2024

For 2024, HoduCC’s inclusion on the FrontRunner list is a testament to the quality and innovation that the platform brings to the contact center industry, specifically in the predictive dialer space. HoduCC is an omnichannel contact center software that provides end-to-end communication solutions for businesses of all sizes.

Contact Center 52

Contact Center Omnichannel Social Media Innovation 52

Lightico

JANUARY 3, 2022

Point solutions are not capable of encompassing all of the touchpoints and interactions that need to use data securely and compliantly. A platform that can deliver this must be able to encompass every touchpoint for insurance processes from the contact center , website and digital channels, mobile applications, to face-to-face.

Touchpoint 97

Touchpoint Innovation Compliance Contact Center 97

DMG Consulting

MARCH 13, 2025

As exciting and beneficial as these platforms already are for organizations, more innovative uses of AI/GenAI technologies and automation are on the way. KM solutions are instrumental in accurately and consistently delivering information and answers across all customer touchpoints, enhancing customer satisfaction and brand loyalty.

AI 48

AI Outlook Technology Technology 48

Gainsight

OCTOBER 12, 2023

Okta created a data-driven program to identify low-adopting customers and reach out to them via automated and human touchpoints to modify behavior. This is just a glimpse into Okta’s innovative approach. Okta’s Solution to Drive Adoption at Scale—Digitally Forgot your earbuds? Here’s a breakdown of the video.

Touchpoint 52

Touchpoint Innovation Customer Retention 52

Gainsight

OCTOBER 12, 2023

Okta created a data-driven program to identify low-adopting customers and reach out to them via automated and human touchpoints to modify behavior. This is just a glimpse into Okta’s innovative approach. Okta’s Solution to Drive Adoption at Scale—Digitally Forgot your earbuds? Here’s a breakdown of the video.

Touchpoint 52

Touchpoint B2B Innovation Customer Retention 52

Aquire

JUNE 1, 2021

The digital landscape is evolving at a breakneck pace, pushing the boundaries of what innovative customer service means — and, with that, what customers expect from your business. It’s also why innovation is more achievable — and more essential — than ever before. What is innovative customer service? Personalized experiences.

Innovation 52

Innovation Customer Service Omnichannel Finance 52

Experience Investigators

JANUARY 7, 2025

Customer Touchpoints : Your CX program centers on customer touchpoints, which are every point of interaction with customers (both direct and indirect). This is another opportunity to use AI to your advantage and suggest which customer touchpoints are most critical to the overall experience and supporting your organizations goals.

Customer Experience 52

Customer Experience Customer Journey Map Touchpoint CX 52