eglobalis

DECEMBER 17, 2024

A McKinsey study found that AI-driven personalization not only increases engagement but also leads to measurable results such as 20-30% higher upsell success rates and significant cost savings. A practical example is AI-driven account health monitoring , which evaluates client relationships and flags at-risk accounts based on engagement data.

Net Promoter Score 342

Net Promoter Score Effort Score B2B NPS 342

eglobalis

JUNE 12, 2023

The Rising Tide of Brand Purpose in B2B , The time of brand purpose The post The Rising Tide of Brand Purpose in B2B appeared first on Eglobalis.

B2B 421

B2B Brands Measurement Customer relationships 421

ECXO

NOVEMBER 19, 2024

Just as Luke Skywalker’s journey resonates with audiences due to his relatability and growth, brands should strive to create meaningful experiences that resonate deeply with their customers. When customers feel valued and understood, they become loyal advocates for a brand, much like the way Jedi loyalists stand by the Force.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

C3Centricity

NOVEMBER 26, 2024

Many brands today claim to be consumer-first or consumer-led. People expect brands not just to fulfill their immediate needs, but to understand, anticipate, and address their evolving desires. Monzo doesn’t just listen to customer feedback; it actively engages users in co-creating the bank’s services.

Competitive Advantage 290

Competitive Advantage Consumers Banking Loyalty 290

C3Centricity

DECEMBER 10, 2024

Each trend signals a shift in consumer priorities, urging brands to adopt innovative approaches to thrive. ( McKinsey ) Over 90% of consumers are more likely to shop with brands that provide relevant offers and recommendations. Consumers seek brands that can make the digital experience feel human, immediate, and relevant.

Trends 270

Trends Consumers Strategy Case Study 270

InMoment XI

JULY 20, 2022

Organizations around the world are actively evaluating—and seeking to better understand—the decision-making and behavioral influence of employee and customer trust, the drivers of emotional bonding with a brand or company, and what is required to create and sustain a more valuable branded experience. Check out these must-read articles!

Brands 370

Brands B2C B2B Financial 370

ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. Business customers care about what your brand stands for. Brand purpose should be the driving force behind everything you do. Few brands have paid as much attention to it as it requires.

B2B 367

B2B Brands Innovation Government 367

InMoment XI

APRIL 3, 2025

The Rise of the Experience Economy Brands are recognizing that the quality of experiences significantly influences customer choices, so making experience-led engagement a crucial differentiator is a priority. But how exactly are businesses making this transition? Surveys alone no longer suffice.

Culture 195

Culture Social Media Loyalty Government 195

eglobalis

DECEMBER 11, 2024

Through A/B testing and other experimental methods, businesses can assess different design elements’ impact on user engagement and satisfaction. Employee Training and Engagement Employee interactions are pivotal to customer experience. High engagement levels indicate that customers find the changes valuable and engaging.

Customer Journeys 358

Customer Journeys Effort Score Omni-Channel Social Media 358

InMoment XI

JULY 5, 2022

With this goal in mind, InMoment gathered the three most important steps quick service restaurants can take to achieve better guest experiences in our new eBook, “How Food Services Brands Can Evolve Guest Experience Programs.” How do I understand the overall experience guests are having with my brand?

Guest Experience 370

Guest Experience Brands eBook Multi-Channel 370

InMoment XI

NOVEMBER 30, 2023

That’s why maintaining a positive brand reputation is crucial for business success. Consumers today rely heavily on online information and reviews, making brand reputation management a top priority. What is Brand Reputation Management? These tools are essential for understanding how your customers are talking about your brand.

Brands 284

Brands Management Multi-Channel Social Media 284

InMoment XI

FEBRUARY 3, 2022

If we were to sum up what brands need to know about Gen Z customer experience preferences (and employee experience preferences) in a few words it would go something like this: they’re different. Gen Z’s first exposure to your brand is likely via social media, and more specifically, through social media influencers. Revolutionary even.

Employee Experience 397

Employee Experience Customer Experience Brands Social Media 397

ECXO

OCTOBER 27, 2024

In this recurring revenue model, the success of a company isn’t just about acquiring new customers; it’s about ensuring long-term customer engagement, satisfaction, and retention. A high churn rate is often an early sign of deeper issues, such as poor product fit, insufficient on boarding, or lack of engagement.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

eglobalis

APRIL 24, 2023

$402bn is on the table for brands that simplify their CX and EX – Customer experience The post U$ 402bn is on the table for brands that simplify their CX and EX – here’s why appeared first on Eglobalis.

Brands 424

Brands Customer Experience Measurement Customer relationships 424

C3Centricity

MARCH 12, 2024

The answer is that a business can benefit from technology in this digital age to attract high-quality traffic and engage customers effectively. This guide is for all executives who recognize the critical role that strategic, data-driven customer engagement plays in their company’s success.

Customer Engagement 296

Customer Engagement Engagement Competitive Advantage Entertainment 296

eglobalis

JANUARY 13, 2025

Elevating Cross-Channel Customer Engagement Seamless integration across communication channels is critical for consistent customer experiences. A European luxury brand used AI-driven personalization to recommend complementary products during online shopping experiences, increasing average order values by 22%.

Customer Experience 413

Customer Experience Marketing Chatbots e-support 413

InMoment XI

NOVEMBER 14, 2024

With 64% of Internet users discovering brands via social media, getting your marketing on point is essential. Some of this activity could be relevant to your brand and industry. From brand mentions to product discussions, you gain insight into customer sentiment to help make informed decisions.

Tools 195

Tools Social Media Customer Experience Analysis 195

C3Centricity

DECEMBER 27, 2024

They expect brands to know their preferences, anticipate their needs, and deliver tailored solutions that feel relevant and meaningful. In a competitive landscape, where consumers are increasingly selective about the brands they support, hyper-personalisation has emerged as a crucial differentiator. What Is Hyper-Personalisation?

Consumers 156

Consumers Loyalty Brands Analytics 156

InMoment XI

OCTOBER 29, 2024

In fact, 64% of loyal customers are more likely to purchase frequently, and 31% are willing to spend more to stay with their brand of choice. Positive experiences compel customers to engage with you again. They also require less marketing effort to keep them engaged compared to new customers. What Is Customer Loyalty?

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

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

eglobalis

FEBRUARY 3, 2025

Example: A manufacturing company using Salesforce Einstein saw a 25% increase in customer engagement by delivering personalized product recommendations based on past purchases and browsing behaviour. For example, a financial services client of Salesforce increased customer engagement by 25% by optimizing its journey maps using AI insights.

B2B 387

B2B Customer Journeys Customer Experience Chatbots 387

InMoment XI

NOVEMBER 18, 2024

Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. Types of Customer Behavior Data To fully understand customer behavior, you will need to gather different types of data that provide a comprehensive view of behavior, preferences, and engagement.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

DECEMBER 10, 2024

It improves your brand image : Happy customers are more likely to recommend your business, helping support brand reputation management efforts. It enables you to pinpoint specific user profiles for re-engagement. Focus on Proactive Outreach Proactive communication is an important part of re-engaging at-risk customers.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

Calabrio

MARCH 31, 2025

Workforce Management Contact Center Gamification: What You Need to Know to Use Games for Improved Engagement and Performance Share Did you know that low employee engagement costs the global economy about $8.9 trillion dollars ? Yes, thats trillion , with a t. Whats the point of gamification in customer service?

Gamification 130

Gamification Contact Center Engagement Call Center 130

InMoment XI

NOVEMBER 21, 2024

Customers are increasingly likely to switch brands if they don’t feel satisfied. Loyal customers are likely to spend more and advocate for your brand. It includes thoughts, feelings, and opinions regarding the brand, product, or service. What Is Voice of Customer Analysis? It gives you a competitive advantage.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

InMoment XI

DECEMBER 9, 2024

Successful AI integration combines AI with Human Intelligence (HI) to ensure ethical, relevant, and brand-aligned interactions. Brands must foster inclusion through thoughtful CX strategies. Key takeaway: Brands that support well-being , inclusion, and individuality will forge stronger connections and resilience in their CX strategies.

Trends 195

Trends Self Service Roadmap Customer Centricity 195

InMoment XI

MARCH 26, 2025

No matter what form your surveys take today, shortening them can deliver benefits like: Increased customer engagement Shorter surveys are less intimidating, which encourages more customers to complete them and improves their overall experience while doing so. Not so fast: More data is good, but only if its good data.

Survey 195

Survey Abandon Rate How To Customers 195

eglobalis

MARCH 30, 2025

Meanwhile, customers now interact with brands constantly through digital channels, generating a wealth of real-time signals. Smart brands use social listening tools to monitor these platforms continuously, detecting spikes in positive or negative sentiment and responding on the fly. A prime example is the enterprise software sector.

Survey 317

Survey Banking NPS Effort Score 317

InMoment XI

NOVEMBER 7, 2024

This allows your brand to keep up with customer expectations 24/7. Setting up automated journeys, such as welcome emails and post-purchase follow-ups, helps increase engagement and build stronger customer relationships. Customer segments help you organize your customers into meaningful groups for targeted interactions.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

InMoment XI

NOVEMBER 22, 2024

It enhances brand reputation and lead generation. This feedback supports brand reputation management efforts, attracting high-quality prospects. Therefore, tracking CLV helps you identify high-value customers so that you can focus on engaging them. These surveys work by engaging customers and responding to them in real-time.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195