eglobalis

NOVEMBER 3, 2024

This article explores ten practical strategies for B2B companies to move beyond rigid, cookie-cutter frameworks, offering a pathway toward a more personalized, authentic, and impactful CX approach that leverages a company’s unique strengths and the power of cultural innovation.

B2B 510

B2B Culture Innovation Loyalty 510

eglobalis

OCTOBER 30, 2024

This article explores how AI is reshaping the employee experience and its subsequent impact on customer experience. AI in the workplace is transforming business operations, fundamentally altering the employee experience. The Current Landscape AI in the Workplace AI technologies are now integral across virtually every industry.

Employee Experience 467

Employee Experience Customer Experience Employee Engagement Telecommunications 467

ECXO

OCTOBER 17, 2024

This article explores the reasons why medical device companies must uphold a higher standard of customer experience (CX) and why they cannot afford to fail. Article Inspired by Eglobalis: [link] Written by Ricardo S. Medical devices directly impact patient outcomes, making the stakes incredibly high.

Customer Experience 401

Customer Experience Healthcare Innovation System 401

ShepHyken

OCTOBER 27, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. The article starts with the comment, “To win in B2B commerce, consistently put a focus on customers at the center of all strategy and operations.”

Customer Service 79

Customer Service Social Media B2B Chatbots 79

eglobalis

MARCH 18, 2025

This article delves into ten critical scenarios where human intervention becomes essential, introducing the concept of “Transition Thresholds” to describe these pivotal moments. I wrote this article also inspired by How to Identify When Agentic AI is Helpful. And Not written by Thomas Wieberneit.

Interaction 340

Interaction Culture Virtual Agent Loyalty 340

eglobalis

JANUARY 13, 2025

This article compares AgentForce with its competitors, focusing on automation, real-time support, and predictive analytics. This article provides a comprehensive evaluation of AI-driven tools like Salesforces, offering global examples and practical lessons for businesses seeking to elevate service excellence.

Customer Experience 398

Customer Experience Marketing Chatbots e-support 398

ECXO

NOVEMBER 25, 2024

If you found this article helpful, feel free to share it and connect with me on LinkedIn My previous articles include: Why Silos in 2020’s CX Aren’t Your Real Problem—And What You Should Focus on Instead – [link] Can you really make a choice? Originally posted complete version at: [link] Let me know your thoughts and experiences.

Feedback 391

Feedback ROI Roadmap Analytics 391

eglobalis

NOVEMBER 5, 2024

This often happens with Brian’s works therefore I decided to post this short article about his work. Interesting enough, my wife, Miriam, always says that when I read a great book—one that truly makes me reflect and feel challenged—I have a look of happiness and satisfaction afterward.

Leadership 454

Leadership Innovation Social Media Trends 454

ShepHyken

MARCH 24, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: This weeks Top Five roundup begins with an article about AI responding to customer reviews. For the business, its simple.

Customer Service 73

Customer Service Healthcare Loyalty Video 73

ShepHyken

JANUARY 12, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This excellent article in RetailWire shows how Amazon is fighting fake ratings and reviews. Here are my top five picks from last week.

Customer Service 73

Customer Service Customer Retention Call Center Sales 73

ShepHyken

DECEMBER 22, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: Were winding down the year, and I cant think of a better article to read to prepare for 2025. Cheers to an incredible year ahead!

Customer Service 76

Customer Service Self Service Social Media Contact Center 76

eglobalis

FEBRUARY 24, 2025

This article addresses and counters the unfounded predictions by some that customer experience will disappear by 2030, made by individuals more focused on garnering attention than on providing quality content on Linkedin. Example: IBM combines Watson AI insights with its global consulting teams to deliver tailored solutions.

B2B 280

B2B Culture Innovation Loyalty 280

ShepHyken

OCTOBER 20, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We open this week’s Top Five Roundup with a fun article about using fun as a customer strategy. How often do your customers giggle?

Customer Service 76

Customer Service Customer Centricity Entertainment Airlines 76

eglobalis

JANUARY 20, 2025

The article was originally posted on Eglobalis.com/blog. This article explores ten key drivers of B2B loyalty , offering actionable insights supported by real-world examples. As mentioned in this old article I wrote. If you enjoyed the article, feel free to share it and connect with me here or follow me on LinkedIn.

B2B 406

B2B Loyalty Loyalty Programs Innovation 406

ShepHyken

DECEMBER 9, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. As the title implies, this article focuses on how great customer service can make a sale. Find out in this article. Thats a lot of returns!

Customer Service 73

Customer Service Ecommerce Self Service Omni-Channel 73

ShepHyken

JANUARY 7, 2025

In 2024, I wrote 52 Shepard Letter articles and released 52 podcast episodes. Some people have told me they love the cartoons and dont read the articles. Make the Complicated Simple : The quote I used in the opening paragraph of this article sums up the point. Here are the five best from each category.

Retail 79

Retail Video Customer Confidence Culture 79

ShepHyken

NOVEMBER 18, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article dives into the history of the original saying (“The customer is always right.”) According to this article, it is not.

Customer Service 73

Customer Service Loyalty Customer Satisfaction Customer Service Training 73

ShepHyken

NOVEMBER 3, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. In this article, the focus on creating a better EX is by using technology. The topic of this very robust article is on the “Stay Interview.”

Customer Service 69

Customer Service Loyalty Programs Entertainment Loyalty 69

AWS Machine Learning

DECEMBER 18, 2024

Users can search ServiceNow knowledge base (KB) articles and incidents in addition to being able to create, manage, and track incidents and KB articles, all from within their web experience chat. We then proceed by asking Amazon Q Business for more details to see if any of the KB articles directly addresses the users issue.

Knowledge Base 95

Knowledge Base Connections Groups Data 95

ShepHyken

NOVEMBER 11, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. The one-sentence summary of this article is that a major determinant of a customer’s “happiness level” with a company or brand is staff friendliness.

Customer Service 69

Customer Service Survey Tips Retail 69

ShepHyken

JANUARY 5, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. According to this article, 16.5% My Comment: This is an excellent article on customer loyalty programs.

Customer Service 69

Customer Service Loyalty Programs Retail Automotive 69

ShepHyken

DECEMBER 1, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This is an excellent article that breaks down reasons why it’s important, different types of journey maps you should consider, and much more.

Customer Journeys 76

Customer Journeys Customer Service Trends Social Media 76

ShepHyken

DECEMBER 29, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This excellent article/interview will give you even more insight into the importance and power of integrating the two.

Customer Service 73

Customer Service Self Service Connections Social Media 73

ShepHyken

FEBRUARY 23, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My friend and fellow CX expert, Dan Gingiss, wrote this article for his weekly blog, which summarizes why customers love certain brands.

Customer Service 79

Customer Service Social Media B2C B2B 79

eglobalis

DECEMBER 17, 2024

This article explores the trends that will define CX in 2025, offering deep insights, practical examples, and actionable strategies for success. If you found this article insightful, feel free to connect with me or follow my updates on LinkedIn.

Net Promoter Score 328

Net Promoter Score Effort Score B2B NPS 328

ShepHyken

FEBRUARY 16, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. We kick off this weeks Top Five with an article about loving on your customers. This article will get you thinking about it.

Loyalty Programs 79

Loyalty Programs Customer Service Customer Journeys Loyalty 79

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. Demonstrating the value of CX (e.g., If you enjoyed this read, connect with me on LinkedIn !

Leadership 229

Leadership B2B B2C Effort Score 229

ECXO

OCTOBER 27, 2024

In this article, I’ll explore how Customer Success metrics are driving the subscription economy forward and how businesses can leverage these tools to create lasting value. These metrics help businesses to fine-tune their strategies, ensuring they meet the needs of their subscribers while sustaining growth.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

ShepHyken

DECEMBER 16, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Go back and read the first sentence of this very short description, and then read the article. Two lines in this article caught my attention.

Loyalty Programs 62

Loyalty Programs Customer Service Contact Center Loyalty 62

ShepHyken

FEBRUARY 3, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Last year I wrote an article about The Employee Hierarchy of Needs , and at the top of the pyramid is fulfillment.) Its not which is best.

Customer Service 73

Customer Service Loyalty Programs Government Metrics 73

ShepHyken

JANUARY 26, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. The title sums up the gist of the article. This article takes a deeper dive into the reasons a CXO is essential to any organization.

Net Promoter Score 66

Net Promoter Score Loyalty Programs Customer Service Effort Score 66

eglobalis

FEBRUARY 13, 2025

Related Article: Bridging the Empathy Gap With Customers Moving From Empathy to Execution Predictive Action: Anticipate Issues Before They Escalate Proactive problem-solving demonstrates empathy through foresight. Article originally posted at: [link] Sources: Empathy Wont Save You: Why CX Thrives on Action, Not Sentiment but Outcomes?

Analytics 279

Analytics Measurement Metrics Feedback 279

C3Centricity

NOVEMBER 26, 2024

In this article, we’ll explore why Radical Consumer Centricity matters, how leading companies achieve a consumer-led structure, and why adaptable frameworks, such as C3Centricity’s QC2™ process, are crucial to effectively guiding this journey. It’s a transformational shift essential to gaining a lasting competitive edge in today’s market.

Competitive Advantage 290

Competitive Advantage Consumers Banking Loyalty 290

eglobalis

OCTOBER 14, 2024

This article will analyse whether the traditional pillars of CX education remain relevant, explore new learning methods, and explain why personalized, tool-driven learning is the future of CX education. As a result, CX professionals are often left unprepared to address the specific needs of their organizations.

Customer Experience 435

Customer Experience Customer Journeys Case Study Innovation 435

ShepHyken

FEBRUARY 9, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article focuses on how the NFL (National Football League for those outside the US) continues to work on the customer/fan experience.

Customer Service 73

Customer Service Sports Rewards Programs Comparison 73