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. This ensures that your customer experience is consistent, no matter who is handling the interaction.

Self Service 334

Self Service Culture Training Analytics 334

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 234

Leadership B2B B2C Effort Score 234

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. It boosts customer satisfaction.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

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

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 77

Customer Service Self Service Social Media Contact Center 77

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 288

B2B Company Customer Journeys Innovation 288

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. No number, or responses provides any diagnostics on its own.

NPS 453

NPS Feedback Net Promoter Score B2C 453

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

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 70

Customer Service Loyalty Feedback Contact Center 70

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. For businesses, these bad interactions dont just result in lost salesthey ripple out to cause long-term damage.

Sales 263

Sales Customer Experience e-support Examples 263

BlueOcean

FEBRUARY 11, 2020

With that mission in mind, we’re sharing five of the best articles we’ve discovered recently that are on the top of our minds. The Digital Challenges of Achieving Stellar Customer Experience. Making the Business Case for Customer Experience. The Impact of Customer Effort on Customer Experience. Read more here.

Customer Experience 177

Customer Experience Net Promoter Score Self Service Effort Score 177

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 428

Customer Experience Social Media Analytics Chatbots 428

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

InMoment XI

DECEMBER 17, 2024

What Is a Customer Experience Manager (CX Manager)? 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. AI unlocks 100% of it.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

OCTOBER 29, 2024

Loyal customers help your business by: Purchasing your product or service repeatedly Recommending your brand to friends and family Boosting your engagement by interacting with you online Providing thoughtful customer feedback to help you improve The Importance of Customer Loyalty Customer loyalty is crucial to business growth and sustainability.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

OCTOBER 25, 2024

Online reviews are the most trusted source of information for most people interacting with a restaurant for the first time. The value of customer feedback and reviews is evident from the following statistics: 46% of diners, representing 79 million customers, say that positive online reviews made them more likely to visit a restaurant.

Feedback 195

Feedback Management Social Media ROI 195

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

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

eglobalis

SEPTEMBER 11, 2024

To start my article, I’d like to hear your thoughts: Do you believe that a strong connection between employee experience, empowerment, and innovation is crucial for generating truly innovative outcomes, or is there something more extraordinary required? However, employees are the bedrock of innovation within any organization.

Innovation 444

Innovation e-support Culture Customer Centricity 444

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

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 488

Customer Experience Customer Centricity Innovation Culture 488

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. Artificial Intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

eglobalis

JUNE 27, 2024

Introduction Delivering superior customer experience (CX) is paramount for business success. A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

Comm100

DECEMBER 16, 2024

Understanding Customer Service Automation Customer service automation is the use of technology to simplify and improve how businesses assist their customers. Customers can self-serve effectively, reducing the need for human interaction while ensuring instant clarity and consistency across inquiries.

Customer Service 130

Customer Service Self Service Chatbots Omni-Channel 130

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. What Kind of CX Do Customers Really Want? Read this article and learn more about what customers expect.

Customer Service 152

Customer Service Loyalty Programs Chatbots Loyalty 152

Calabrio

MARCH 5, 2025

However, call quality monitoring is much more than a matter of just checking boxes; it’s about gaining a deep understanding of how your agents are interacting with customers and identifying areas for improvement. Mitigate Compliance Risks: Many industries have strict regulations regarding customer interactions.

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

InMoment XI

OCTOBER 31, 2024

Despite the availability of digital channels, many customers pick up the phone to complain or seek support. As a result, it’s important to deliver a positive call center experience that meets customer expectations. Call center metrics provide insight into the customer experience and quantify agent productivity.

Call Center 195

Call Center Metrics Self Service Effort Score 195

InMoment XI

DECEMBER 10, 2024

To see what this can look like in action, read this customer story to learn how this large Telecommunications organization parted with InMoment to identify the root cause of customer churn and identified $6 million in at-risk revenue ! Use surveys and social media monitoring to capture insights into customer experiences.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

AUGUST 17, 2023

The Net Promoter Score (NPS) metric reveals the essence of customer sentiment and unlocks the path to business success, so it is important that you take the time to uncover net promoter score drivers. By using the Net Promoter Score system as your compass, you can gain a better understanding of what drives customer loyalty and satisfaction.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

ECXO

JULY 29, 2024

Designing and Rolling Out a Global Customer Experience Strategy Introduction Delivering exceptional customer experience (CX) is essential for any successful business. This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

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. Insights on identity, interactions, behaviour and attitudes that help you identify, and predict, CX issues and opportunities.

Data 296

Data Analytics Touchpoint Customer Service Representative 296

ShepHyken

MAY 31, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad Here are my top five picks from last week.

Customer Service 136

Customer Service Effort Score e-support Chatbots 136

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? When employees have personal stakes in customer satisfaction, they will be better aligned to deliver better customer experiences.

Customer Centricity 358

Customer Centricity Culture Tips Company 358

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

Comm100

MARCH 2, 2022

There are three distinct approaches for a customer experience management program. One approach is to chase customer expectations, another focuses on operational efficiency, and the third is an aligned outcomes approach to customer experience management. Closing the Delivery Gap.

Customer Expectations 130

Customer Expectations Net Promoter Score Effort Score Policies 130

GetFeedback

JUNE 12, 2019

The short answer: Customer experience (CX) is a term used to define all interactions that a customer has with your brand. Customer experience is how your customers perceive their interactions with your company. To learn how to do this, check out our other CX article. What is user experience (UX)? .

User Experience 329

User Experience Customer Experience Customers Interaction 329

GetFeedback

JULY 19, 2019

We can all agree customers expect more of us than ever. Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations. We can agree there are more customer interactions than ever before, and some of that is our own fault. That’s the customer expectation.

ROI 309

ROI How To Touchpoint Hotels 309