eglobalis

JANUARY 13, 2025

This article compares AgentForce with its competitors, focusing on automation, real-time support, and predictive analytics. Through real-world examples and practical strategies, well explore how businesses can leverage these tools to enhance customer and agent experiences. Data Sources How Are Companies Using AI Agents?

Customer Experience 409

Customer Experience Marketing Chatbots e-support 409

eglobalis

FEBRUARY 3, 2025

For B2B enterprises, the integration of AI into customer experience strategies has become a cornerstone for staying competitive. Companies like Samsung, Oracle, SAP, and Salesforce, which have adopted AI early on, are reaping significant benefits, from enhanced customer satisfaction to operational efficiency.

B2B 381

B2B Customer Journeys Customer Experience Chatbots 381

eglobalis

OCTOBER 21, 2024

Introduction As companies mature, they face increasingly complex decisions about how to handle customer complaints and negative feedback on social media. Always demonstrating the final results of customer conversations as a solution also contribute to customer trust in your brand. Should You Delete Negative Comments?

Social Media 497

Social Media Feedback Engagement Company 497

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. This balance supports real customer impact through strategic human judgment.

B2B 288

B2B Culture Innovation Loyalty 288

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 fragility makes your business more vulnerable to losing customers to competitors.

Self Service 334

Self Service Culture Training Analytics 334

ECXO

JULY 16, 2024

To deliver a better Customer Experience, stop reading this article and go to sleep! Ensuring that employees get sufficient sleep translates to consistent and reliable service, reinforcing customer trust and loyalty. Positive Brand Image: The way employees interact with customers reflects directly on the brand.

Customer Experience 348

Customer Experience Policies Culture Innovation 348

eglobalis

FEBRUARY 13, 2025

While empathy in customer experience builds the bridge, action gets the client across the river. 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.

Analytics 287

Analytics Measurement Metrics Feedback 287

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. Regardless, good CX means using them properly and educating customers on why they should use them.

Customer Service 79

Customer Service Social Media B2B Chatbots 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.,

Leadership 232

Leadership B2B B2C Effort Score 232

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. My Comment: For years, I’ve said, “The customer is NOT always right… But if they are wrong, let them be wrong with dignity and respect.”

Customer Service 73

Customer Service Loyalty Customer Satisfaction Customer Service Training 73

CSM Magazine

MARCH 13, 2025

Measuring customer satisfaction isnt just about knowing if people are happyits about understanding what drives loyalty, repeat business, and positive word-of-mouth. In this article, well explore the most effective ways to measure customer satisfaction and why these methods matter for long-term success.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

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. So, Ive compiled over 30 customer experience statistics you should know for 2025. Find out in this article.

Customer Service 73

Customer Service Ecommerce Self Service Omni-Channel 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. No number, or responses provides any diagnostics on its own.

NPS 450

NPS Feedback Net Promoter Score B2C 450

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. Loyalty-building experiences are created when businesses surprise customers with care that exceeds expectations.

Customer Service 69

Customer Service Survey Tips Retail 69

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. These tools enhance customer satisfaction through efficient, personalized communication.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

CSM Magazine

JANUARY 20, 2025

Understanding how SEO metrics tie to customer satisfaction is no longer optionalit’s essential. Metrics like bounce rate, time on site, and keyword rankings don’t just track website performance; they reveal how well you’re meeting customer needs. Do time-on-site numbers dip after a design change?

Customer Satisfaction 64

Customer Satisfaction Metrics Measurement How To 64

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 285

B2B Company Customer Journeys Innovation 285

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. This shift has enhanced their ability to link customer feedback with business outcomes such as profitability and customer retention.

NPS 434

NPS Net Promoter Score Effort Score Metrics 434

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. What makes a great customer experience? Theres power in personalization.

Net Promoter Score 66

Net Promoter Score Loyalty Programs Customer Service Effort Score 66

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

InMoment XI

OCTOBER 31, 2024

This approach helps identify improvement opportunities that can swiftly boost customer satisfaction. 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. A fast response time improves customer satisfaction.

Call Center 195

Call Center Metrics Self Service Effort Score 195

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

NOVEMBER 19, 2024

While generative AI can help draft news stories and articles, it should combine human editing and verification to ensure accuracy. For instance, AI models are reasonably good at summarizing articles, generating ideas, and writing whole sections. Despite her vast experience, the librarian couldn’t locate a single article.

Healthcare 195

Healthcare Contact Center Training Financial 195

InMoment XI

DECEMBER 17, 2024

Benefits of Having A Customer Experience Manager Employing a dedicated customer experience manager can profoundly enhance your organization by providing a singular leadership point for the entire customer experience program.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ECXO

MARCH 6, 2025

At the same time, performance evaluations and reward systems should acknowledge contributions to customer experience. For instance, sales teams might be rewarded not just for hitting revenue targets but also for customer satisfaction scores or retention of their accounts.

B2B 339

B2B Customer Journeys How To Effort Score 339

eglobalis

SEPTEMBER 5, 2024

CS ensures customers reach their desired outcomes and adopt the product successfully, while CX captures the emotional and experiential aspects of the entire journey with your brand. Combining these perspectives offers a holistic view that drives growth, reduces churn, and fosters deeper customer loyalty.

Metrics 419

Metrics Customer Success Customer Experience Effort Score 419

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. If we make a decision to invest less in customer service agents, how much will it decrease my customer satisfaction?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

NOVEMBER 13, 2024

Involuntary churn occurs against the customer’s will. It doesn’t represent a problem with customer satisfaction, but it indicates that you could improve your payment processor or methods. Why is Customer Churn Prediction Important? Predicting churn in any form is key to customer retention and satisfaction.

Customer Retention 195

Customer Retention How To Analysis ROI 195

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 425

Customer Experience Social Media Analytics Chatbots 425

ECXO

OCTOBER 14, 2024

How Customer-Centric is Your Organization? We live in such a dynamic business environment that adopting a customer-centric mindset is not just beneficial; it’s necessary. Companies that prioritize customer satisfaction tend to enjoy higher loyalty rates, better brand reputation, and, ultimately, more robust bottom lines.

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

ECXO

JULY 10, 2024

Despite its widespread use across various industries, NPS has come under scrutiny for not providing a holistic view of the customer experience. This article examines the critiques of NPS, its performance in different business contexts, and emerging global trends in customer feedback strategies.

Metrics 374

Metrics Analysis Feedback NPS 374

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 368

Customer Journeys Customer Experience Net Promoter Score Effort Score 368

eglobalis

OCTOBER 9, 2024

Will this new feature attract more business or improve customer retention? Will it enhance customer satisfaction and the overall experience? In one instance, after receiving feedback on improving the user experience, SAP implemented changes that benefited a wide range of clients, increasing customer satisfaction across Europe.

Feedback 509

Feedback ROI Innovation B2B 509

Calabrio

MARCH 25, 2025

This article delves into how to evaluate call center agent performance effectively, outlining key call center agent metrics and exploring innovative new techniquesas well as too-often-overlooked onesto elevate your team’s success. Why it matters: Reflects reduced (or increased) customer effort.

Call Center 130

Call Center Measurement Self Service How To 130

eglobalis

SEPTEMBER 16, 2024

In this article, I explore the often-overlooked elements of strategy development to avoid simply repeating common discussions on this topic. Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape.

B2B 372

B2B Strategy Customer Experience Customer Journeys 372

eglobalis

JUNE 27, 2024

Goals might include improving customer satisfaction scores, reducing churn rates, or increasing customer lifetime value. Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

ECXO

JUNE 11, 2023

It’s the foundation for building brand loyalty, adoption and providing customers with an unforgettable, consistent experience. In this article, we want to walk you through 22 essential steps that will help you design an experience that sets your brand apart. This has resulted in an increase in sales and customer satisfaction.

B2B 390

B2B B2C Touchpoint Customer Journeys 390