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 409

Customer Experience Marketing Chatbots e-support 409

eglobalis

NOVEMBER 5, 2024

This often happens with Brian’s works therefore I decided to post this short article about his work. But a few years later, it became clear just how accurately he had anticipated the future of digital interaction and customer engagement. WTF) emphasizes customer experience as a strategic differentiator for businesses.

Leadership 461

Leadership Innovation Social Media Trends 461

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Outdated metrics and strategies will be replaced by AI-driven innovations that promise to reshape how businesses interact with and anticipate the needs of their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 337

Net Promoter Score Effort Score B2B NPS 337

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. Personalized training, interactive demos, and seamless onboarding processes all contribute to shortening TTV.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

InMoment XI

JULY 20, 2022

Check out these must-read articles! Top Articles on EX, Linking EX & CX, and Branded Experience. #1: Read the full article here! #3: Get the full article. #4: Read the article. #8: Get the article. If these topics are on your company’s radar, you can get the answers you need here!

Brands 370

Brands B2C B2B Financial 370

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. Without trust-driven interactions, the technology remains incomplete.

B2B 288

B2B Culture Innovation Loyalty 288

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. For instance, Accentures research shows that 48% of B2B buyers prefer suppliers who provide personalized interactions tailored to their unique needs.

B2B 418

B2B Loyalty Loyalty Programs Innovation 418

ECXO

JULY 16, 2024

To deliver a better Customer Experience, stop reading this article and go to sleep! In a work environment, this can translate to poor interpersonal interactions and a toxic atmosphere. Positive Brand Image: The way employees interact with customers reflects directly on the brand. The future of work starts now!

Customer Experience 348

Customer Experience Policies Culture Innovation 348

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. The challenge is in knowing when to draw the line.

Social Media 497

Social Media Feedback Engagement Company 497

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. Demonstrating the value of CX (e.g., If you enjoyed this read, connect with me on LinkedIn !

Leadership 232

Leadership B2B B2C Effort Score 232

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. Their programs focus on best practices and use videos and interactive content to teach their unique perspective on CX.

Customer Experience 444

Customer Experience Customer Journeys Case Study Innovation 444

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 287

Analytics Measurement Metrics Feedback 287

ECXO

NOVEMBER 19, 2024

Lesson for Companies : Use data analytics to understand your customers’ preferences, behaviors, and past interactions. Personalize product recommendations, articles, or offers based on the customer’s past interactions. Empathetic interactions not only resolve issues but also leave a lasting positive impression.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

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

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

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

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

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. With advanced AI, it enables an interactive approach to gathering more detailed customer feedback beyond the standard response of good, bad, or okay.

Customer Service 69

Customer Service Survey Tips Retail 69

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

eglobalis

FEBRUARY 3, 2025

As artificial intelligence (AI) continues to evolve , it is fundamentally reshaping how businesses interact with their customers, offering personalized, efficient, and predictive solutions. This article explores how technology and customer experience are becoming more interdependent, with a focus on AI’s role in B2B environments.

B2B 381

B2B Customer Journeys Customer Experience Chatbots 381

eglobalis

MARCH 4, 2025

Research from Gartner emphasizes that while AI can automate routine interactions, very few [self-service solutions] possess the capabilities to resolve customer issues fully, and some level of assisted service will always be needed. Detect frustration or confusion and automatically route interactions to human representatives.

Self Service 198

Self Service Strategy Contact Center Virtual Agent 198

InMoment XI

NOVEMBER 19, 2024

AI-powered transcriptions help doctors record and review patient interactions to make informed decisions. Unlike traditional tools, InMoment’s advanced AI-powered solution addresses this specific problem to ensure your CX team accurately records customer interactions. One of its most notable applications is transcribing medical visits.

Healthcare 195

Healthcare Contact Center Training Financial 195

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

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

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. Here are my top five picks from last week.

Loyalty Programs 62

Loyalty Programs Customer Service Contact Center Loyalty 62

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. This involves creating an OAuth API endpoint in ServiceNow and using the web experience URL from Amazon Q Business as the callback URL.

Knowledge Base 86

Knowledge Base Connections Groups Data 86

CSM Magazine

NOVEMBER 26, 2024

As expectations rise, companies are increasingly turning to advanced platforms like MarketOwl to harness AI for customer engagement and deliver seamless, personalized interactions across various channels. Personalization and Customized Content AI’s ability to deliver tailored experiences has revolutionized how brands interact with customers.

Interaction 52

Interaction Engagement e-support Chatbots 52

ShepHyken

NOVEMBER 25, 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 explains some of the benefits of understanding what customers buy and the process they go through as they decide to do so.

Customer Service 69

Customer Service Contact Center Trends Analysis 69

ECXO

FEBRUARY 3, 2025

Todays customers expect more than just a product or servicetheyre looking for meaningful interactions, personalized attention, and a team that understands their needs before they even voice them. For businesses, these bad interactions dont just result in lost salesthey ripple out to cause long-term damage. Negative word-of-mouth.

Sales 247

Sales Customer Experience e-support Examples 247

eglobalis

AUGUST 19, 2024

This article delves into the primary frustrations with NPS, explores alternative metrics, and examines why NPS is better suited for transactional evaluations. Encourages Gaming the System Employees may manipulate customer interactions to boost NPS scores rather than genuinely improving the customer experience.

NPS 434

NPS Net Promoter Score Effort Score Metrics 434

eglobalis

DECEMBER 4, 2024

CX is far from deadit is transforming, as all aspects of business do, but its relevance endures as long as businesses are built around human interaction and relationships. Key arguments for CXs supposed demise include: AI and machine learning will automate all customer interactions. based B2B professionals.

B2B 414

B2B Culture Government Innovation 414

DCX

DECEMBER 24, 2024

This year’s most-read articles were about us —our struggles, our wins, and the moments where we dared to get real about what it means to create meaningful experiences for customers. As we revisit the top 10 articles of the year, I hope they remind you of how far we’ve come and inspire you for what’s ahead.

Course 52

Course Social Media Roadmap Leadership 52

eglobalis

JULY 2, 2024

This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. B2B vs. B2C Perspectives In B2C environments, where transactional interactions are straightforward and brand loyalty is clearer, NPS can serve as a reliable indicator of customer advocacy and satisfaction.

NPS 450

NPS Feedback Net Promoter Score B2C 450

InMoment XI

DECEMBER 18, 2024

They provide a central platform for handling customer interactions across various channels. Personalized interactions help drive revenue growth by fulfilling customer needs and converting prospects. These positive results support seamless interactions that satisfy customer needs. It increases sales and conversions.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

InMoment XI

DECEMBER 17, 2024

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. Supercharge Post-Service Customer Interactions 85% of your data is unstructured. AI unlocks 100% of it.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

eglobalis

JANUARY 7, 2025

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. The emphasis is on creating something users can interact with to provide actionable feedback.

B2B 285

B2B Company Customer Journeys Innovation 285