eglobalis

NOVEMBER 26, 2024

Predictive Analytics: Empathy Through Foresight Empathy in B2B is proactive. Leveraging predictive analytics allows companies to anticipate client challenges and offer solutions before issues arise, demonstrating a deep understanding of client needs. Let’s connect, and share your insights!

B2B 450

B2B B2C Culture Net Promoter Score 450

eglobalis

OCTOBER 9, 2024

Clayton Christensen old quote: “Customers don’t buy products; they hire them to do a job.” – This quote from the father of “disruptive innovation” highlights the idea that customers’ needs are more about solving a problem or fulfilling a job rather than just wanting specific features.

Feedback 476

Feedback ROI Innovation B2B 476

ECXO

OCTOBER 7, 2024

As a Customer Experience (CX) leader, you hold the key to shaping extraordinary connections and driving meaningful change. Innovation is your constant companion in this exhilarating journey. By championing the customer experience, you contribute to a world where people feel valued and connected.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

eglobalis

NOVEMBER 12, 2024

For instance, AI-driven analytics can process vast amounts of client data to uncover patterns and preferences, enabling service teams to tailor their approaches more precisely. Use predictive analytics and regular risk assessments to identify potential project bottlenecks early.

Customer Centricity 474

Customer Centricity Strategy B2B Consulting 474

eglobalis

OCTOBER 14, 2024

Why Business Cases Alone Can’t Foster Innovation Business case studies are often used in CX education to teach professionals how companies solved specific challenges. Their programs emphasize data analytics and feedback management, leveraging their own software.

Customer Experience 388

Customer Experience Customer Journeys Case Study Innovation 388

InMoment XI

JULY 1, 2024

Organizations should take a closer look at predictive analytics to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. What is Predictive Analytics? Why is Predictive Analytics Important?

Analytics 195

Analytics Data Effort Score Social Media 195

eglobalis

DECEMBER 17, 2024

Outdated metrics and strategies will be replaced by AI-driven innovations that promise to reshape how businesses interact with and anticipate the needs of their customers. AI-Infused Workflows: Building Connected Journeys The true potential of AI lies not in isolated tools but in end-to-end workflows that transform every customer touchpoint.

Net Promoter Score 294

Net Promoter Score Effort Score B2B NPS 294

C3Centricity

NOVEMBER 26, 2024

Why Radical Consumer Centricity Matters As consumers become more informed, connected, and demanding, consumer-first approaches that lack depth lose their appeal. A recent study by McKinsey found that 87% of companies leveraging advanced customer analytics outperform their competitors in customer retention and engagement ( McKinsey ).

Competitive Advantage 290

Competitive Advantage Consumers Banking Loyalty 290

InMoment XI

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. What is Predictive Analytics? Improve customer lifetime value.

Analytics 195

Analytics Examples Customer Experience Effort Score 195

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.

Innovation 332

Innovation Connections Analytics Touchpoint 332

Comm100

DECEMBER 12, 2023

.” – American Express, Customer Service Skills: Emotional Intelligence for Stronger Connections Generative AI enables us to provide a level of personalized, 24/7 service that was previously unattainable. Customers today are more connected than ever and expect to interact with brands across multiple channels seamlessly.

Trends 244

Trends Innovation Customer Service Omni-Channel 244

eglobalis

JANUARY 20, 2025

Companies that excel in CX often establish a strong emotional and professional connection with their clients. To achieve reliability, companies can invest in predictive analytics and supply chain visibility tools. This approach not only enhances product relevance but also positions companies as trusted innovation partners.

B2B 355

B2B Loyalty Loyalty Programs Innovation 355

ECXO

NOVEMBER 19, 2024

At its core, the saga teaches us about the importance of connection—both between characters and with the audience. Tailoring experiences to Johan’s needs, with personalized support, builds a deeper connection. Lesson for Companies : Use data analytics to understand your customers’ preferences, behaviors, and past interactions.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

ECXO

NOVEMBER 26, 2024

These are the people who can seemingly do it all—close deals, resolve customer issues, inspire their team, innovate on the fly, and still have time to meet impossible deadlines. Join ECXO.org, the only open-access CX professional network connecting practitioners, leaders, companies and executives to shape the future of customer experience!

Self Service 334

Self Service Culture Training Analytics 334

eglobalis

JANUARY 7, 2025

For B2B companies, this methodology can bridge the gap between customer needs and business objectives, leading to innovation in services, products, and experiences. ” Using insights from financial advisors and SME owners, they developed user-friendly analytics tools to assist with budgeting and cash flow projections.

B2B 251

B2B Company Customer Journeys Innovation 251

ECXO

JULY 29, 2024

Data Analytics : Processing vast amounts of information to uncover patterns and actionable insights. Companies like Apple, Hulu, and Pandora excel in leveraging data analytics to enhance user experiences and personalize offerings. Insights from teams at firms like IBM, FedEx, and Target highlight trends and areas for improvement.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth.

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

InMoment XI

JUNE 28, 2022

Now, more than ever, it’s vital to monitor, manage, and respond to online reviews from customers in order to accelerate new customer acquisition and improve customer retention—all while driving more authentic connections with customers. Announcement #2: InMoment Named a Leader in People-Oriented Text Analytics Platforms Report for Q2, 2022.

Analytics 74

Analytics Feedback Report Industry 74

eglobalis

JANUARY 13, 2025

This article compares AgentForce with its competitors, focusing on automation, real-time support, and predictive analytics. Enhanced Personalization Through Predictive Analytics Predictive analytics, powered by AI, enables organizations to anticipate customer needs and deliver hyper-personalized experiences.

Customer Experience 350

Customer Experience Marketing Chatbots e-support 350

InMoment XI

DECEMBER 1, 2022

This allows businesses to prioritize their focus on high-emotion, high-impact areas and connect with their most valued customers. We have been named Leaders in the Forrester Text Analytics Wave, Forrester Customer Feedback Wave, the Gartner Magic Quadrant for Voice of the Customer, and more! Forrester Text Analytics Wave.

Self Service 370

Self Service Analytics Automotive ROI 370

eglobalis

OCTOBER 30, 2024

AI applications in the workplace range from advanced data analytics and predictive maintenance to sophisticated communication tools and personalized employee support systems. According to Gartner, by 2028 enterprises will improve productivity by replacing 60% of SaaS workplace applications that lack AI-driven capabilities.

Employee Experience 425

Employee Experience Customer Experience Employee Engagement Telecommunications 425

eglobalis

OCTOBER 21, 2024

This article explores the pros and cons of responding to negative posts, evaluates the effectiveness of following best practices from leading organizations such as BCG, McKinsey, and Accenture, and provides an analytical framework for deciding when engagement is worth the time and resources. We’ve all heard this before. Sources BCG.

Social Media 458

Social Media Feedback Engagement Company 458

eglobalis

FEBRUARY 3, 2025

Predictive Analytics for Proactive Support Predictive analytics powered by AI allows B2B businesses to anticipate customer needs and address issues before they arise. Similarly, SAP has been using its SAP Predictive Analytics tool since 2013 to help businesses forecast demand, optimize inventory, and improve service delivery.

B2B 323

B2B Customer Journeys Customer Experience Chatbots 323

ECXO

APRIL 29, 2024

It’s a fascinating tale of desire, aspiration, and constant innovation. They’ve employed AI, machine learning, and data analytics to gain deeper insights into customer behavior and deliver personalized experiences. In addition, emotional connection is a potent tool in the realm of CX. Finally, we have data analytics.

Chatbots 277

Chatbots Technology Innovation Interaction 277

eglobalis

JULY 31, 2024

They offer functionalities like sentiment analysis, feedback loops, and predictive analytics, which help in identifying pain points and areas of improvement in real-time, thus fostering a more responsive and proactive approach to customer satisfaction. Continuous Personalization Customers expect personalized interactions at every touchpoint.

Customer Experience 362

Customer Experience Social Media Analytics Chatbots 362

eglobalis

FEBRUARY 13, 2025

Using predictive analytics and AI, businesses can anticipate and address client concerns before they escalate. Empathy has taken center stage in customer experience conversations for years, praised as the foundation for client trust and emotional connection. If you enjoyed this read, connect with me on LinkedIn or follow my profile.

Analytics 250

Analytics Measurement Metrics Feedback 250

ECXO

AUGUST 19, 2024

Advanced analytics tools can interpret this data, ensuring decisions are evidence-based. Real-time analytics and customer feedback are integral to Samsung’s approach, allowing the company to identify pain points and make necessary adjustments. Share Your Insights I’d love to hear your thoughts on CX and experimentation!

Customer Journeys 368

Customer Journeys Customer Experience Net Promoter Score Effort Score 368

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. Cross-Functional Innovation : Employees in flat organizations often have greater exposure to different departments, leading to more diverse ideas and creative problem-solving.

Customer Journeys 391

Customer Journeys Culture Leadership Effort Score 391

eglobalis

SEPTEMBER 5, 2024

Data analytics , when aligned with this approach, provides the actionable intelligence needed to refine strategies and enhance both Customer Success and Customer Experience outcomes. Customer Journey Analytics (not a metric) Examines customer interactions across touch-points. Let me know in the comments!

Metrics 368

Metrics Customer Success Customer Experience Effort Score 368

eglobalis

DECEMBER 11, 2024

Asia-Pacific Sony (Japan): Sony experiments with various technological innovations and user interfaces to enhance its electronic products. Advanced analytical skills and tools are crucial for reliable data interpretation. Lets connect, and share your insights!

Customer Journeys 302

Customer Journeys Effort Score Omni-Channel Social Media 302

InMoment XI

MARCH 20, 2024

They envisioned a landscape where exceptional customer service, inviting environments, and a commitment to personal connections prevailed over the conventional transactional approach. Championing a Retail-Like Banking Experience Metro Bank’s innovative approach emphasised “stores” over traditional “branches.”

Customer Centricity 195

Customer Centricity Net Promoter Score Banking Effort Score 195

ECXO

JUNE 23, 2024

This may involve investing in a robust customer relationship management (CRM) system, customer engagement platforms, and analytics tools to gain valuable insights into customer behavior and preferences. Driving Innovation: Feedback channels can serve as a source of inspiration for innovation.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

ECXO

MAY 27, 2024

Designers and innovators at large technology companies need to prioritize solutions that adapt to human mental models to ensure easy adoption. Enhanced Data Analytics AI algorithms excel at analysing large datasets quickly and accurately, providing actionable insights previously unattainable due to the sheer volume and complexity of the data.

Technology 227

Technology Self Service Software Loyalty 227

ECXO

JUNE 3, 2024

Putting it all together Now, let’s connect habituation and heuristics to the search for easy solutions. Here are a few points to illustrate this connection: Efficiency in Problem-Solving: It allows us to become more efficient by reducing the mental effort required to address familiar problems.

Gamification 332

Gamification Innovation Infographics Resources 332

InMoment XI

MAY 14, 2022

We’ve proven—time and again—the direct connection between the meaningful differentiation of these experiences and the success of a brand’s CX objectives, such as willingness to return to, recommend, and, ultimately, promote a business. It’s about how we see ourselves, what we aspire to, our connection with the brand, and our identity.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

ECXO

JULY 26, 2023

The companies setting the standards on analytics are listening, hearing and reacting in real time. Real-time data analytics and CDP adoption are gaining traction in Europe and across the globe IT leaders last year told IDC that investing in technology to achieve real-time decision making was a top priority.

Data 296

Data Analytics Touchpoint Customer Service Representative 296