ECXO

MARCH 11, 2025

In Part 3 , we will explore how culture and employee engagement play a pivotal role in sustaining a CX transformation and how companies can build a truly customer-centric workforce. And read my blog here: [link] The post B2B CX – Strategy & Business Alignment appeared first on ECXO - European Customer Experience Organization.

B2B 311

B2B Strategy Customer Journeys Net Promoter Score 311

eglobalis

MARCH 13, 2025

Engage Cross-Functional Teams : Involve leaders from various departments to ensure organization-wide support and integration of CX initiatives. Emphasize Employee Engagement : Highlight how improved CX can lead to higher employee satisfaction and productivity, creating a positive feedback loop.

Leadership 234

Leadership B2B B2C Effort Score 234

Optimove

DECEMBER 31, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Staying ahead of customer engagement trends enables marketers to drive loyalty, increase revenue, and outpace the competition in 2025. Emotion Drives Engagement : Personalized, emotion-led messaging (e.g.,

Customer Engagement 69

Customer Engagement Trends Engagement Loyalty Programs 69

AWS Machine Learning

DECEMBER 11, 2024

This enables sales teams to interact with our internal sales enablement collateral, including sales plays and first-call decks, as well as customer references, customer- and field-facing incentive programs, and content on the AWS website, including blog posts and service documentation.

Sales 103

Sales Customer Engagement Engagement Knowledge Base 103

Comm100

OCTOBER 19, 2022

It boosts customer engagement because it’s quick, simple, and puts the user in the driver’s seat. This will help your chatbot engage customers with even more context and detail. The post Guest Blog: 10 Chatbot Features That Make Your Bot More Helpful to Customers appeared first on Comm100. More data equals more knowledge.

Chatbots 246

Chatbots Omni-Channel Analysis Software 246

eglobalis

OCTOBER 14, 2024

This individualized approach helps learners engage more deeply and apply what they’ve learned to real-world problems. Many of these educators rely heavily on existing resources—such as books, blogs, reports, and familiar frameworks—without pushing the boundaries of the field through hands-on practice.

Customer Experience 447

Customer Experience Customer Journeys Case Study Innovation 447

eglobalis

APRIL 6, 2025

Risk Mitigation and Assurance In high-stakes B2B engagements, risk aversion is often a silent deal-breaker. Advisory (blog), Dec 4, 2024. Example : SAPs value management practice quantifies business value both before and after implementation, aligning their compensation with customer results. The outcome? link] Hochstein, Bryan et al.

Contact Center 270

Contact Center B2B Competitive Advantage Self Service 270

eglobalis

MARCH 4, 2025

Advanced LLMs like GPT-4 enable chatbots to engage in more natural, fluid dialogues and handle a wider range of queries. Guidelines on When to Engage Human Intervention Businesses must establish clear guidelines on when AI should escalate to a human representative. These include: When the customer explicitly requests a human agent.

Self Service 199

Self Service Strategy Contact Center Virtual Agent 199

Brad Cleveland Blog

NOVEMBER 8, 2024

The impact of employee engagement is incredible. Engaged employees are four times more likely than non-engaged employees to go beyond what’s expected of them according to the Temkin Group, a US firm focused on customer experience.

Employee Engagement 59

Employee Engagement Engagement Study Groups 59

InMoment XI

NOVEMBER 14, 2024

Analytics can show engagement trends and campaign performance. These customers engage heavily with the brand’s social media content and recommend it to their networks. It aggregates data from various sources, like social media, blogs, and forums.

Tools 195

Tools Social Media Customer Experience Analysis 195

ECXO

DECEMBER 4, 2024

These distinctions arise from the inherent characteristics of their business models, the nature of their offerings, and the way they engage with end consumers. In SaaS, customer success often focuses on proactive engagement, usage analytics, and ensuring customers extract maximum value from their subscription-based services.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

BlueOcean

DECEMBER 2, 2024

This blog post has consistently ranked as one of our most popular year after year. In our world, maybe the guest mentions at check-in that they’re in town for a family member’s graduation – if the agent who checks out asks them about the graduation ceremony, that creates engagement for both the agent and the guest. Are they listening?

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

InMoment XI

NOVEMBER 16, 2021

In this blog, I’m going to focus on one question that continues to come up in conversations with CX practitioners and data analysts and my answer may surprise you. If you fear response bias, you should do a response bias study, but that’s a topic for another blog post. Is the Subject Line of the Email Engaging to the Customer?

Survey 370

Survey Automotive Comparison Hotels 370

Blueshift

NOVEMBER 4, 2024

AI has transformed how e-commerce brands approach retail marketing by making personalization, customer segmentation, and real-time engagement easier than ever before. As online shoppers increasingly expect tailored experiences, the role of AI in marketing becomes critical to delivering unique interactions at scale.

Retail 88

Retail Marketing Chatbots Sales 88

BirdEye

MARCH 3, 2025

When engaged and informed, patients are more likely to take control of their well-being, follow treatment plans, and communicate effectively with their healthcare providers. That’s why effective patient engagement tools are crucial.

Healthcare 52

Healthcare Tools Engagement Social Media 52

InMoment XI

MAY 18, 2022

For our post-opportunity listening post, we’ve found that interviews are the most effective way to engage buyers. Here’s what we’re doing and why we think it is successful. Building Human Connections. And the intelligence we glean from these “buyer interviews” is impactful across teams.

B2B 370

B2B Company Roadmap Sales 370

CX Accelerator

JUNE 8, 2020

The response was so good that it begged to be a blog post. Engage team members, showing them the critical role they play in helping to improve the customer experience. When frontline employees navigate difficult customer issues, their engagement will increase when they see leadership addressing some of the problems they share.

Survey 345

Survey Social Media Contact Center Call Recording 345

ECXO

JUNE 23, 2024

This may involve investing in a robust customer relationship management (CRM) system, customer engagement platforms, and analytics tools to gain valuable insights into customer behavior and preferences. This engagement can lead to stronger customer relationships and a deeper connection with your brand. Educate your customers.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

InMoment XI

JANUARY 9, 2024

When customers are satisfied and engaged, they are more likely to make repeat purchases, upgrade services, enter into partnerships with your company, and explore additional offerings over time. This makes it critical to invest in technology that will better engage consumers and make every part of the customer journey pain-free.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

Comm100

MARCH 14, 2024

This blog takes a closer look at how chatbots are transforming the customer service landscape, outlining the key chatbot pros for businesses and for customers. On the other hand, this blog will also explore the chatbot cons when not correctly built and trained. Only with Comm100 can you achieve this balance.

Chatbots 246

Chatbots Customer Service Training Customers 246

Comm100

MAY 31, 2023

This blog will explore five marketing strategies to increase enrollment that are cost-effective, proven, and easy to adopt. This directly helps colleges to connect with more prospective students, lowering the barrier to engagement and strengthening the connection between prospective student and school.

Strategy 240

Strategy Marketing Financial Advertising 240

ECXO

DECEMBER 25, 2024

Why It Works: Customers are more likely to trust and engage with brands that offer consistent experiences wherever they interact. Focus on Post-Purchase Engagement What to Do: Follow up with customers after a purchase to ensure satisfaction. Why It Works: Post-purchase engagement builds trust and encourages repeat business.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Comm100

FEBRUARY 1, 2023

We’ve looked at ways to increase student enrollment in past blogs, but mature students are unique. In this blog, we’ll look at some strategies that higher education can adopt to meet the unique needs of mature students and increase mature student enrollment. Reaching these students requires the very best engagement tools.

Chatbots 243

Chatbots Social Media Omni-Channel Study 243

InMoment XI

FEBRUARY 3, 2022

That’s why we put a magnifying glass over these emerging consumers and employees in our recent 2022 Experience Trends report , to give you the intelligence you need to create a positive impact with Gen Z, whether you’re trying to convince them to become loyal customers or recruit them to be engaged employees.

Employee Experience 397

Employee Experience Customer Experience Brands Social Media 397

Comm100

SEPTEMBER 26, 2023

In this blog we will explore some advanced and effective personalized service examples that defy the ordinary and are setting new standards in customer service and engagement. Omnichannel customer engagement When listing the best personalized service examples, omnichannel engagement can’t be missed.

Examples 240

Examples Chatbots Omni-Channel Customers 240

BirdEye

MARCH 6, 2025

By focusing on local listings, engaging with customers, and maintaining a consistent brand presence. In this blog, youll learn how to piece together each tactic for real, measurable growth. If your brand also feels invisible, keep reading. Think of this as your roadmap to winning over potential customers.

Tips 85

Tips Tools Social Media Multi-Channel 85

Comm100

MARCH 7, 2023

Surveying current higher education students in North America, we asked students how they want to be engaged and supported during the pre-enrolment phase. In this blog, we’ll reveal some of the key responses from the survey, including what communication channels matter the most to students when choosing which school to join.

Survey 237

Survey Wait Times Chatbots Report 237

C3Centricity

FEBRUARY 13, 2024

This blog delves into the critical role of continuous improvement and customer feedback, offering insights and strategies to help organizations stay ahead and resonate with their market. From surveys to social media interactions and direct customer service engagements, understanding how to collect and leverage these interactions is crucial.

Customer Insights 296

Customer Insights Feedback Social Media Culture 296

Lumoa

FEBRUARY 9, 2023

Customer Engagement Customer engagement is a term used to refer to customer interactions with a company, product, or service. In the context of customer experience, customer engagement is an essential element in creating strong customer relationships and customer loyalty. It is trusted by 92% of consumers.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Calabrio

MARCH 11, 2025

Whatever aspect of QA your contact center is struggling with, this blog is for you. By fostering a sense of ownership and understanding, you can transform agents from passive recipients of QA evaluations to active, engaged participants in the pursuit of customer experience excellence. Missing key parts of the customer journey?

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

GetFeedback

AUGUST 14, 2019

Engage employees. Your ongoing customer experience transformation work will not be successful if you have not properly engaged employees in it. The post How to Improve Your Customer Satisfaction Score (CSAT) Score appeared first on GetFeedback Blog. If you’ve not asked this of them before, you’ll be shocked by the answers.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies.

Trends 245

Trends Innovation Customer Service Omni-Channel 245

Optimove

FEBRUARY 17, 2025

By integrating multi-channel strategies, real-time analytics, and dynamic personalization, retailers can optimize each customer journey, ensuring messages resonate and drive engagement. Retailers can significantly boost customer engagement by tailoring messages to the specific needs and preferences of their audience.

Retail 52

Retail Customer Engagement Multi-Channel Engagement 52

Comm100

MAY 23, 2023

This blog will help you on your way, providing the top automated customer service examples that can be used across industries. In this blog, we will cover some of the most common automated customer service examples that you could adopt to improve your team’s and agents’ efficiency and productivity. What is customer service automation?

Examples 241

Examples Customer Service Chatbots Knowledge Base 241

Comm100

MARCH 13, 2023

This blog will reveal students’ opinions on chatbots, how open they are to receiving them, and the support expectations they hold of prospective schools. This experience improves the school’s image, helps increase engagement with prospective students, and increases support capacity without sacrificing quality. Read more Report 1.

Chatbots 244

Chatbots Survey Social Media Report 244

Comm100

OCTOBER 13, 2022

In this blog, we’ll look at how to increase enrollment in higher education today, with a focus on five digital strategies that can increase university enrollment now and into the future. While digital recruitment strategies have levelled the field for some institutions, others may find it challenging adapting to the new landscape.

Strategy 246

Strategy Chatbots Social Media Omni-Channel 246

Comm100

MARCH 20, 2024

Through this medium, they can engage with citizens in real-time, provide 24/7 assistance, and disseminate accurate and accessible information. This blog explores the decline of public trust in government, backed by data from the U.S., Interactive features like Q&A sessions engage citizens directly, enhancing transparency and trust.

Government 244

Government Communication Self Service How To 244