ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. This helps make the customer real for teams who may not interact with buyers daily.

B2B 339

B2B Customer Journeys How To Effort Score 339

Lumoa

SEPTEMBER 30, 2022

Let’s take a look at the trends that will shape the customer journey in banking in 2023 and beyond. It’s estimated that 61% of bank customers interact with their institution’s digital channels on a weekly basis. Future Trends for Customer Experience in Banking in 2023. But, this doesn’t mean they’re ready to go fully digital. .

Banking 221

Banking Customer Experience Self Service Financial 221

Lumoa

NOVEMBER 17, 2022

Here are the CX trends you can expect to see in 2023 and how to keep your e-commerce business on track with the evolution of CX. Customer Experience in E-commerce Trend Predictions for 2023. Poor customer service interactions could lead to a potential loss of business. Chatbots are a popular CX trend moving into 2023.

e-support 195

e-support Customer Experience Social Media Chatbots 195

InMoment XI

NOVEMBER 16, 2023

Elevating Customer Experience Through Strategic Productivity Insights In a recent workshop conducted at the XI Forum 2023 in London by industry experts Simon Fraser, VP, Insights and Consultancy at InMoment, and Simon Hedaux, Founder of Rethink Productivity , the focus was on enhancing productivity to drive experience improvement within businesses.

Healthcare 447

Healthcare Culture Travel Study 447

Lumoa

FEBRUARY 28, 2023

Businesses that want to grow in 2023 (and beyond) realize that this isn’t a problem—it’s an opportunity. But when you zoom out and think about your customers’ experiences as a whole, you’ll see some common elements: the channels they use to purchase your products, the ways they contact your support team, and the systems they interact with.

Feedback 195

Feedback Strategy Net Promoter Score Effort Score 195

InMoment XI

OCTOBER 17, 2024

What are they hoping to accomplish by interacting with your business? Is there anything additional you’d like to share regarding your interaction with our business/product/service/? If prospects or existing customers have previously interacted with your competitors, you gain useful context into how you can make yourself stand out.

Feedback 195

Feedback Effort Score Survey Customers 195

C3Centricity

NOVEMBER 12, 2024

Research from Edelman’s 2023 Trust Barometer shows that 88% of consumers expect businesses to lead with integrity, especially during uncertain times. Leaders can set the tone for truly customer-first personalisation by emphasising a data-driven approach that moves beyond mere marketing to holistic, meaningful interactions.

Leadership 156

Leadership Culture Customer Centricity Rewards Programs 156

InMoment XI

AUGUST 31, 2023

This year’s event is jam-packed with hands-on demonstrations, workshops, and interactive opportunities to help you extract tangible value from our speakers, as well as gain applicable knowledge for your experience programme. Learn more and sign up here: XI Forum Europe 2023 Any questions we didn’t answer here? What are you waiting for?

Conference 195

Conference Banking ROI Customer Voice 195

InMoment XI

DECEMBER 17, 2024

A customer experience manager determines, implements, and refines the customer experience strategy to ensure that all customer interactions with a company are seamless, satisfying, and aligned with the organizations values. Supercharge Post-Service Customer Interactions 85% of your data is unstructured. AI unlocks 100% of it.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

OCTOBER 30, 2024

These expectations stem from a need for both efficient digital solutions and the human touch of in-person interactions. Importance of Customer Experience in Insurance A 2023 McKinsey survey of over 8,500 North American insurance customers suggests that CX initiatives are crucial to revenue growth and employee satisfaction.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

InMoment XI

OCTOBER 14, 2024

For instance, if they interact with the business once a week but receive feedback requests daily, they are likely to stop participating in future surveys altogether. It’s always worth remembering that while your customers might love interacting with your business, they don’t necessarily love filling out your feedback forms.

Survey 195

Survey How To Hospitality Feedback 195

C3Centricity

JANUARY 25, 2025

Source ) This is confirmed by McKinsey’s 2023 State of AI report , 50% of organizations are using AI in at least one business function, but only 27% report seeing tangible cost savings! The Fix: Nike’s revolutionary approach leverages continuous AI monitoring across 50 million weekly customer interactions.

Marketing 156

Marketing Strategy How To Analytics 156

InMoment XI

NOVEMBER 22, 2024

Churn Rate Customers churn when they stop using or interacting with your SaaS product. These interactions could include navigating your website or talking to customer support. A higher score indicates smoother product usage with low-effort interactions. Sources Zendesk. Accessed 11/20/2024. Accessed 11/20/2024.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

InMoment XI

AUGUST 17, 2023

In this article we will share the three key drivers of NPS identified in our latest report, State of Customer Experience: 2023 UK Consumer Study , conducted in partnership with NPSx by Bain & Company , which reveals how to transform NPS from a numerical score to a strategic advantage!

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

AWS Machine Learning

NOVEMBER 15, 2024

For a qualitative question like “What caused inflation in 2023?”, However, for a quantitative question such as “What was the average inflation in 2023?”, For instance, instead of saying “What caused inflation in 2023?”, the user could disambiguate by asking “What caused inflation in 2023 according to analysts?”,

Analysis 116

Analysis Knowledge Base Ecommerce Comparison 116

AWS Machine Learning

JUNE 21, 2024

In 2023, eSentire was looking for ways to deliver differentiated customer experiences by continuing to improve the quality of its security investigations and customer communications. In this post, we share how eSentire built AI Investigator using Amazon SageMaker to provide private and secure generative AI interactions to their customers.

Interaction 120

Interaction Training Data Customers 120

Experience Investigators by 360Connext

JANUARY 10, 2023

These interactive customer journey mapping sessions allowed different teams to understand the customer’s true journey. Guide] Interactive Customer Journey Map Template Spreadsheet. The post Your 2023 Customer Experience Plan: Strategies, Videos, & Resources appeared first on Experience Investigators. Of course you are.

Customer Journeys 143

Customer Journeys Resources Video Strategy 143

ECXO

JUNE 11, 2024

How They Are Executing It: Samsung’s AI translation tools provide real-time translation for both written and spoken communication, integrated into their collaboration platforms, ensuring seamless interactions during meetings and correspondence. IBM uses an AI-powered chatbot named “Watson” to provide personalized support to employees.

Employee Experience 334

Employee Experience Analysis Multi-Channel Employee Engagement 334

Comm100

MAY 23, 2023

The tech is often powered by AI (artificial intelligence) and machine learning algorithms that can mimic human interaction by understanding and responding to customer queries. Read our complete guide – The State of Automated Customer Service in 2023. What is the state of automated customer service in 2023?

Examples 235

Examples Customer Service Chatbots Knowledge Base 235

Optimove

NOVEMBER 13, 2024

See the difference control groups make in this guide Download Now Why it Matters: Optimove Insights’ latest Report provides a comprehensive analysis of consumer shopping behavior from the 2023 holiday season. Access the Full Report and Explore Customer-Led Marketing To delve deeper into the findings, download the report here.

Report 69

Report Multi-Channel Analysis Brands 69

ShepHyken

MARCH 10, 2025

Despite the increase in CX spending from $7 billion to $12 billion in 2023, Net Promoter Scores are still declining across industries. Keeping processes and customer interaction approaches up-to-date with modern technology is how businesses stay relevant and competitive. What worked a couple of years ago may no longer be enough.

Customer Expectations 76

Customer Expectations Meeting Net Promoter Score Chatbots 76

Comm100

FEBRUARY 21, 2023

It’s estimated that by 2026, 1 in 10 agent interactions will be automated , saving $80 billion in labor costs. from 2023 to 2030. In our full guide, The State of Automated Customer Service in 2023 , we look at each of these use cases for chatbots in greater detail. So why all this interest?

Customer Service 224

Customer Service Chatbots Wait Times Industry 224

Uniphore

AUGUST 12, 2021

Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it. Today’s most popular assistants offer a multimodal experience — the ability to interact on multiple channels — and are a major leap from the voice-only assistants that dominated the market just a few years ago.

User Experience 246

User Experience Virtual Agent Self Service Contact Center 246

TechSee

NOVEMBER 7, 2023

Hotpoint partnered with leading computer vision technology company, TechSee to introduce a live video and augmented reality platform, turning their call center into an interactive customer care support team. Whirlpool’s leading UK consumer brand, Hotpoint, has made exemplary advancements in customer experience.

Customer Experience 124

Customer Experience Call Center Video Social Media 124

AWS Machine Learning

OCTOBER 29, 2024

Use case overview The organization in this scenario has noticed that during customer calls, some actions often get skipped due to the complexity of the discussions, and that there might be potential to centralize customer data to better understand how to improve customer interactions in the long run.

Video 108

Video Sales Analytics Examples 108

TechSee

AUGUST 10, 2023

With over 30 million interactions logged annually, TechSee has greater than 1,000 customers and is used by industry leaders including 5 of the top 10 global telecom companies, 2 of the top 3 U.S. Visual engagement continues to drive better business outcomes, virtualizing face-to-face interactions.

Connections 206

Connections Contact Center Average Handle Time First Call Resolution 206

ShepHyken

NOVEMBER 14, 2024

The AI revolution is here—and it’s transforming how businesses interact with customers and support their employees. in 2023, with a projected increase to 31.2% Over 40% of businesses say AI reduces customer interactions needing live agents, shortens call durations, and cuts down after-call work time. in 2022 to 28.1%

Employee Experience 66

Employee Experience Customer Experience Self Service Contact Center 66

Interactions

NOVEMBER 8, 2022

At Interactions, we’ve thought about this issue since Covid turned the traditional call-center model upside down. . Here are the four reasons you will want to make this your #1 compliance investment in 2023. . It’s a win for business cost efficiencies and worker flexibility.

Contact Center 116

Contact Center Policies Analytics Call Center 116

CSM Magazine

DECEMBER 19, 2024

cities compared to the same period in 2023, CNN reports. Corisght’s facial recognition technology monitors and analyzes individual interactions between customers and employees over a long-term basis. Retail theft soared in the first half of 2024, with a rate 24% higher in major U.S.

Retail 98

Retail Video Technology Survey 98

BirdEye

SEPTEMBER 15, 2023

This blog post explores the top 12 ways businesses can leverage AI for their sales functions in 2023. Every customer interaction shapes brand perception and plays a major role in the customer’s purchase decision. Use text messages to interact with customers and secure appointments instantly. Why do we need AI in sales?

Sales 111

Sales Chatbots Trends Report 111

InMoment XI

FEBRUARY 6, 2024

Social Media is a Vital Part of an Integrated CX Strategy Social media provides a platform for real-time interaction, feedback, and relationship-building between your company and your customers. Social media (comments, posts, and interactions) often contains a significant portion of unstructured data. Access 12/27/2023.

Social Media 195

Social Media Marketing Advertising Feedback 195

CX Accelerator

DECEMBER 22, 2022

It's time to accelerate the mission of CX Accelerator in 2023. So how are we going to do this bigger and better in 2023? We'd love to be a part of your everyday.receiving a burst of inspiration and new valuable interactions each time you engage with the community. And the exciting part? We are just getting started.

Brands 36

Brands Leadership Customer Experience Professionals Course 36

Retently

NOVEMBER 13, 2024

Increased smartphone and internet accessibility means more people can interact with 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. Retailers are investing in user-friendly interfaces to make the experience seamless.

Ecommerce 144

Ecommerce Retail Social Media Technology 144