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Outdated metrics and strategies will be replaced by AI-driven innovations that promise to reshape how businesses interact with and anticipate the needs of their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. This article explores the trends that will define CX in 2025, offering deep insights, practical examples, and actionable strategies for success.

Net Promoter Score 342

Net Promoter Score Effort Score B2B NPS 342

eglobalis

APRIL 6, 2025

Yet despite countless articles and frameworks, many companies still struggle to define, deliver, and evolve real value for their business customers. Each article is designed to stand independently while building a coherent narrative when viewed together. Making life easier for customers isnt superficialits strategic.

Contact Center 271

Contact Center B2B Competitive Advantage Self Service 271

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. At the same time, B2B customer expectations have risen.

Leadership 235

Leadership B2B B2C Effort Score 235

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. Having been a marketer for over a decade, I deeply understand the impact of a good customer experience. Find out in this article.

Customer Service 73

Customer Service Ecommerce Self Service Omni-Channel 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.

Customer Service 76

Customer Service Self Service Social Media Contact Center 76

ShepHyken

MARCH 30, 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. Finally, employees must be given the right tools they need to take care of customers. How are customers reacting?

Customer Service 69

Customer Service Loyalty Feedback Contact Center 69

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

eglobalis

DECEMBER 4, 2024

While AI will undoubtedly enhance certain aspects of CX, this view oversimplifies the multifaceted nature of customer expectations and underestimates the continuous adaptation required to meet evolving demands in global markets. CX professionals ensure that businesses remain agile in addressing these changes.

B2B 419

B2B Culture Government Innovation 419

ECXO

NOVEMBER 26, 2024

Unicorns Dependency in CX – Here Is How You Avoid This “Trap” If you’re plugged into the business world, you’ve likely heard the term “unicorn” tossed around in meetings, LinkedIn posts, or business articles. Use this data to refine your processes and ensure that your entire team is aligned with customer expectations.

Self Service 334

Self Service Training Culture Analytics 334

ECXO

NOVEMBER 19, 2024

Personalize product recommendations, articles, or offers based on the customer’s past interactions. Whether it’s using AI to streamline customer support or adopting new channels to engage with customers, staying innovative ensures you can adapt to ever-changing customer expectations.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

eglobalis

JANUARY 7, 2025

Its customer-centric approach has enabled B2B companies to enhance product design, improve customer lives, and optimize experiences. This article provides a step-by-step guide to practically applying Design Thinking, detailed explanations of each step, insights into how B2B companies use it daily, and examples of real business cases.

B2B 290

B2B Company Customer Journeys Innovation 290

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. Custom Studio (Inc.

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. My Comment: Ive said this many times before: What happens on the inside of an organization is felt on the outside by the customer.

Customer Service 73

Customer Service Loyalty Programs Government Metrics 73

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Article authored by Ricardo Saltz Gulko. Should you kill NPS?

NPS 456

NPS Feedback Net Promoter Score B2C 456

InMoment XI

DECEMBER 18, 2024

Contact centers play a significant role in customer experience management. They provide a central platform for handling customer interactions across various channels. Customers expect quick and seamless support when they pick up the phone or type an email.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

eglobalis

JULY 25, 2024

Customer experience (CX) has become a critical differentiator in today’s competitive market, influencing customer loyalty and overall business success. While the USA leads in delivering superior customer experiences, Europe and the UK often lag behind. Article written by Ricardo Saltz Gulko. Sources McKinsey.

Customer Experience 490

Customer Experience Customer Centricity Innovation Culture 490

ECXO

AUGUST 12, 2024

MarTech-Driven Transformation: Navigating the Future of Customer Experience Introduction In today’s fiercely competitive business landscape, delivering a superior customer experience (CX) is not just an advantage—it’s essential. The ECXO is an open access CX Professional Business Network.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

eglobalis

AUGUST 19, 2024

While NPS provides a quick snapshot of customer sentiment, it often oversimplifies complex customer relationships, leading to frustration among businesses seeking deeper insights. Value Enhancement Score (VES) assesses how well a product or service meets customer needs and enhances their value.

NPS 440

NPS Net Promoter Score Effort Score Metrics 440

ECXO

AUGUST 19, 2024

Research shows that companies leveraging advanced experimentation techniques see significant enhancements in performance metrics, such as a 20% increase in customer satisfaction and higher sales conversion rates. This article delves into the transformative power of CX experimentation and how it can propel your business to new heights.

Customer Journeys 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369

ECXO

APRIL 1, 2021

SHARE ARTICLE. Orchestrating surprise and delight strategies to evoke positive emotions Image: Ben White, Unsplash Surprise and delight are commonly used terms within the realm of customer experience strategising. As simple as these two words may seem, there lies a complexity regarding their relation to the customer experience.

Strategy 296

Strategy Exercises Study Customer Expectations 296

ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Metrics 374

Metrics Analysis Feedback NPS 374

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 article delves into the top ten MarTech solutions, that significantly improve CX outcomes.

Customer Experience 430

Customer Experience Social Media Analytics Chatbots 430

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. B2B customers will notice that commitment. ECXO Insight Article.

B2B 339

B2B Customer Journeys How To Effort Score 339

ECXO

OCTOBER 30, 2024

Leaving aside the part of machines controlling humanity (at least for now…), the illusion of reality is a common topic in psychology, philosophy, and even science (Quantum Physics), which I have briefly explored in past articles (and will for sure discuss again in future ones).

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

eglobalis

AUGUST 13, 2024

This symbiotic relationship has led to a continuous evolution in technology, pushing the boundaries of what customers expect and experience. By fostering a cohesive and user-friendly ecosystem, Apple ensures that its customers remain deeply connected to the brand. Here is my last week article talking about CX experimentation.

e-support 509

e-support Innovation Customer Centricity Loyalty 509

ECXO

JUNE 15, 2021

SHARE ARTICLE. Tips for Transforming to a Customer-Centric Company Culture. I have been asked a lot what it means in practice to be customer-centric and how to get everyone on board in the company? Empower your employees to go above and beyond the call of duty to serve the customer better. Share on facebook.

Customer Centricity 358

Customer Centricity Culture Tips Company 358

GetFeedback

JANUARY 28, 2020

Although customer retention is cheaper than acquisition, it’s easier said than done. It takes a lot of commitment and dedication to get customers to stay loyal to your business. In this article, we are going to talk about how to use social media to attract and retain customers. What is customer retention?

Social Media 322

Social Media Customer Retention Strategy Video 322

InMoment XI

OCTOBER 25, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. Customers expect an empathetic reply to their feedback instead of something that feels automated. Similarly, leaders have a response rate of 1.21

Feedback 195

Feedback Management Social Media ROI 195

Kayako

MAY 13, 2022

Customer satisfaction affects the bottom line because it is a critical predictor of retention and repeat revenue. Today’s customer expects efficient, seamless interactions with products, services, and customer service help across various devices. Fortunately, customers also like to help themselves.

Self Service 275

Self Service Knowledge Base e-support Policies 275

Uniphore

DECEMBER 13, 2021

Learn more about how intelligent technology, like Uniphore’s conversational AI and automation platform, is helping retailers leverage conversations to drive revenue, build loyalty and deliver differentiated experiences that exceed today’s sky-high customer expectations. Download The Article.

Retail 262

Retail Net Promoter Score Self Service Customer Experience 262

InMoment XI

DECEMBER 17, 2024

It is important to hire a customer experience manager that understands the weight the contact center holds in regard to the entire customer experience and empowers the organization to invest in solutions that will meet customer expectations.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ECXO

JULY 26, 2023

Unleashing the Power of Real-Time Data: Enhancing Customer Understanding Article source: [link] In a recent article we talked about the widening gap in Europe in customer experience maturity. Brands have unprecedented access to customer data and digital footprints. This is at odds with customer expectations.

Data 296

Data Analytics Touchpoint Customer Service Representative 296

Calabrio

MARCH 5, 2025

However, the voice conversation remains at the core of the contact centers offeringsand ensuring call quality at scale is absolutely crucial to delivering excellent customer experiences. Quality monitoring helps standardize interactions, ensuring adherence to scripts, compliance with regulations, and consistent brand messaging.

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

eglobalis

OCTOBER 9, 2024

Challenges : Balancing internal resources with customer expectations is always a challenge. It’s important to set realistic timelines and communicate them clearly to customers. If your team is already overloaded, committing to a new feature request could lead to delays in other critical areas.

Feedback 513

Feedback ROI Innovation B2B 513

InMoment XI

OCTOBER 29, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. What Are the Different Types of Customer Loyalty? In general, loyal customers are a by-product of excellent customer service.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

ECXO

FEBRUARY 3, 2025

Turning the Tables: Why a Proactive Sales Process is the Ultimate Customer Experience Hack Introduction In the fast-paced world of sales, one thing is clear: the customer experience can make or break your success. By embracing a proactive sales process.

Sales 259

Sales Customer Experience e-support Examples 259