eglobalis

NOVEMBER 26, 2024

How to Make it Actionable: Conduct Cultural Audits: Analyze how empathy is perceived in each target market through client surveys and external research to identify preferences for communication and resolution styles. Predictive Analytics: Empathy Through Foresight Empathy in B2B is proactive.

B2B 497

B2B B2C Culture Net Promoter Score 497

eglobalis

NOVEMBER 12, 2024

Develop a Deep Understanding of Client Needs Moving beyond surface-level engagement requires a nuanced understanding of the client’s industry, market pressures, and specific pain points. Use predictive analytics and regular risk assessments to identify potential project bottlenecks early.

Customer Centricity 512

Customer Centricity Strategy B2B Consulting 512

eglobalis

FEBRUARY 3, 2025

By adopting similar AI-powered customer data platforms (CDPs), your company can segment B2B audiences and deliver personalized marketing messages, enhancing customer retention and satisfaction. CRM, ERP, and marketing platforms) to create a 360-degree view of the customer.

B2B 387

B2B Customer Journeys Customer Experience Chatbots 387

eglobalis

FEBRUARY 24, 2025

Companies need human-driven insights to adapt to a fast-changing market. Rather than vanishing, B2B customer experience will become more strategic and combine the power of AI-driven insights with human-led innovation to create exceptional value. Continuous adaptation required. B2B customer expectations are always evolving.

B2B 292

B2B Culture Innovation Loyalty 292

C3Centricity

NOVEMBER 26, 2024

It’s a transformational shift essential to gaining a lasting competitive edge in today’s market. 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

eglobalis

MARCH 30, 2025

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment. In 2021 they embraced AI-based speech analytics to analyse every single call in their contact center.

Survey 317

Survey Banking NPS Effort Score 317

ECXO

JUNE 13, 2023

Real-time marketing is about engaging with the customer whenever and wherever they are in their buying journey. Making the most of customer data by using analytics to better understand who your customers are (and what they want) can help you create better real-time customer experiences. Implement a real-time decisioning solution.

Marketing 401

Marketing Analytics Government Survey 401

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.

Social Media 502

Social Media Feedback Engagement Company 502

eglobalis

DECEMBER 11, 2024

Cultural Adaptation In a global market, cultural nuances significantly impact customer experience. For instance, a company might test different marketing messages or customer service approaches in various regions to determine the most culturally appropriate and effective methods.

Customer Journeys 358

Customer Journeys Effort Score Omni-Channel Social Media 358

ECXO

NOVEMBER 19, 2024

Lesson for Companies : Use data analytics to understand your customers’ preferences, behaviors, and past interactions. Behavioral Segmentation : Instead of generic mass marketing, segment customers based on behavior (like past purchases, browsing patterns, etc.). Inclusive Design Thinking : Involve diverse voices in the design process.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. What is voice analytics? What is voice analytics? It delves deeper into the emotional and contextual layers of speech.

Contact Center 130

Contact Center Analytics Analysis Self Service 130

AWS Machine Learning

MARCH 19, 2025

And now leading our data and AI go-to-market, I hear customers consistently emphasize what they need to transform their domain advantage into AI success: infrastructure and services they can trustwith performance, cost-efficiency, security, and flexibilityall delivered at scale. The team achieved 97.1%

Innovation 143

Innovation Healthcare Training Resources 143

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. Stagnation in Innovation When you rely on unicorns to innovate and problem-solve, other employees may not feel empowered to contribute their ideas.

Self Service 334

Self Service Culture Training Analytics 334

InMoment XI

FEBRUARY 22, 2022

When it comes to experience programs, text analytics software has been revolutionising data interpretation since the capability arrived on the scene. Over the next five years, I worked in the market research industry and found that too many tasks are manual process-rich, as well as subject to human error.

Analytics 370

Analytics Software Tips eBook 370

eglobalis

APRIL 6, 2025

It must transcend product features to incorporate dimensions like risk mitigation, long-term partnerships, innovation, and tailored support. This three-part analytical series aims to dissect and explain the most critical dimensions of value creation in technology, telecom, contact centers, and high-tech manufacturing.

Contact Center 271

Contact Center B2B Competitive Advantage Self Service 271

InMoment XI

AUGUST 3, 2023

Mastering unstructured data analytics is going to be key for any business wanting to improve the customer experience , and succeed in today’s business environment. Leveraging unstructured data analytics is the key to transforming this raw data into actionable insights that can transform your customer experience strategy.

Analytics 366

Analytics Customer Insights Data Social Media 366

eglobalis

JULY 25, 2024

Customer experience (CX) has become a critical differentiator in today’s competitive market, influencing customer loyalty and overall business success. This article explores the reasons behind this disparity, examining factors such as cultural differences, investment levels, regulatory environments, and innovation adoption rates.

Customer Experience 490

Customer Experience Customer Centricity Innovation Culture 490

C3Centricity

JANUARY 25, 2025

The promise of AI in marketing has never been greater! IDC’s latest Worldwide Artificial Intelligence Spending Guide shows that the global AI software market is expected to reach $251.4B Perhaps you’re using them for content creation, basic analytics, or campaign optimisation. The result?

Marketing 156

Marketing Strategy How To Analytics 156

eglobalis

OCTOBER 9, 2024

.” – 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. Will it open new market opportunities? Does your technology stack support the requested feature?

Feedback 513

Feedback ROI Innovation B2B 513

eglobalis

MARCH 24, 2025

Vodafone proactively addressed potential job displacement by retraining staff, transitioning former customer service employees into AI supervisory and analytical roles. This strategy underscores the need for thoughtful workforce management in AI deployment, necessitating human oversight of the transition process itself. link] NICE Ltd.

Contact Center 328

Contact Center Virtual Agent Chatbots Banking 328

C3Centricity

APRIL 23, 2024

As we all know and, unfortunately, have probably also experienced, every dollar in our marketing expenditure must be justified, and we have to prove our marketing ROI or risk budget cuts! Marketing Budget Allocation Gartner’s most recent (2023) CMO Spend Survey reported that marketing budgets fell from 9.5%

ROI 296

ROI Marketing Social Media How To 296

Thematic

APRIL 3, 2025

By 2027, 87% of CX leaders plan to use AI-driven text analytics to power their customer interactions. Text analytics —especially when powered by AI—is changing that. The text analytics market is expected to skyrocket from around $29 billion to over $78 billion in the next few years. Let’s start.

Analytics 62

Analytics Trends Marketing Social Media 62

ECXO

MARCH 6, 2025

For instance, some companies form a CX governance board comprising senior leaders from sales, marketing, operations, services and finance, chaired by the CX executive sponsor. Aligning with brand ensures the new experiences reinforce what the company stands for in the market. Finally, the strategy must remain flexible.

B2B 339

B2B Customer Journeys How To Effort Score 339

eglobalis

JUNE 27, 2024

Data analytics is critical for processing vast amounts of information to uncover patterns and actionable insights. Organizations such as Google, Netflix, and Spotify excel in leveraging data analytics to enhance user experiences and personalize offerings. Companies like IKEA, Samsung, Software AG, and Toyota exemplify this principle.

Strategy 455

Strategy Customer Experience Net Promoter Score Customer Centricity 455

InMoment XI

NOVEMBER 18, 2024

By identifying specific customer preferences—such as preferred products, content types, or communication channels—you can tailor marketing messages, recommendations, and services to each customer’s needs. Informed Marketing Decisions Analyzing customer behavior allows you to craft more effective marketing strategies.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

Joe Rawlinson

JANUARY 24, 2025

Without a clear understanding of business analytics, entrepreneurs risk making decisions that may harm growth and profitability. Business analytics isnt just for large corporations. It empowers entrepreneurs to identify market opportunities, reduce inefficiencies, and make informed choices.

Analytics 78

Analytics Financial Return on Investment e-support 78

eglobalis

JULY 2, 2024

Companies such as Toyota and Samsung, prominent in Asian markets, have found that while NPS provides a snapshot, it lacks depth in identifying evolving customer expectations and perceptions over time. Siemens and Unilever, like all the companies I know, use several metrics, data analytics, and KPIs to drive conclusions.

NPS 456

NPS Feedback Net Promoter Score B2C 456

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 data aggregation enables businesses to deliver highly targeted and relevant marketing messages.

Customer Experience 430

Customer Experience Social Media Analytics Chatbots 430

ECXO

DECEMBER 25, 2024

It can feel like a tug-of-war, where the push to scale revenue, grab a bigger slice of the market, and stay ahead of the competition sometimes clashes with the time, effort, and resources required to ensure customers feel valued and satisfied. Experiment with new approaches to exceed customer expectations.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

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

InMoment XI

SEPTEMBER 3, 2024

When you analyze the natural language interactions between customers and an organization, conversational analytics unlocks a wealth of insights that can be used to resolve issues faster, enhance agent performance, reduce costs, and demonstrate the value of customer service investments. What is Conversational Analytics?

Analytics 195

Analytics Data Social Media Average Handle Time 195

InMoment XI

JUNE 24, 2024

With the increased adoption of AI in business across all industries, there has also been a rise in text mining and analytics. The Forrester Wave is a valuable resource that evaluates and ranks vendors in a particular market, but understanding how to read and interpret the Wave report can be daunting.

Analytics 195

Analytics How To Roadmap Knowledge Base 195

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

ECXO

OCTOBER 23, 2024

In the current extremely competitive (and sometimes even aggressive) market landscape, in which the power of the purchasing decision is in the hands of the customers and that quality and agility have become a given, organizations strive to provide exceptional customer experiences. Customer Service + AI = Customer Success 3.0

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

Lumoa

MARCH 6, 2023

Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar. Final Thoughts Why is Customer Conversational Analytics Important? Customer insights gleaned from feedback can be beneficial in several ways.

Analytics 195

Analytics How To Analysis Feedback 195