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. Leadership Commitment and Vision Leading a customer experience transformation starts at the top.

B2B 339

B2B Customer Journeys How To Effort Score 339

rethinkCX

MARCH 4, 2025

Customer experience (CX) isnt just a buzzwordits the battlefield where brands win or lose loyalty. At rethinkCX, weve studied these standouts, distilling what makes their CX soar. Lets dive into four case studies of brands excelling in customer experienceand uncover lessons your call center can steal.

Case Study 52

Case Study Study Brands Customer Experience 52

InMoment XI

NOVEMBER 26, 2024

Did you know that 77% of organizations cannot consistently create a consistent customer experience across channels? Whether you are looking to change current processes, improve old ones, or ensure that your team is aligned on the priorities of the customer experience, creating a customer journey map will be useful to your organization.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

ECXO

DECEMBER 25, 2024

Growth vs. Customer Experience: A Dilemma? In the sometimes lunatic world of business, companies often find themselves walking a tightrope between the relentless pursuit of growth and the need to create outstanding customer experiences. For businesses, this means the bar for customer experience (CX) is perpetually rising.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

JANUARY 13, 2022

As a not-for-profit, member-owned organization, Chevron Federal Credit Union’s mission is to provide the highest level of personalized service to customers. Here are the three steps Chevron Federal Credit Union took to reinvigorate its customer experience (CX) program: Step #1: Streamline Surveys to Align CX Objectives Across the Business.

Case Study 370

Case Study NPS Survey Analytics 370

Beyond Philosophy

SEPTEMBER 3, 2022

In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. To that end, in this episode we share the five rules of a successful customer experience implementation. Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources.

Case Study 113

Case Study ROI Study Net Promoter Score 113

Lumoa

DECEMBER 18, 2017

The topic of customer experience has been trending throughout this year. More and more companies put a customer at the centre of their business operations. Customer experience and engagement are already changing the way businesses work covering larger and larger industries. At Lumoa, we believe that it’s only the beginning.

Analytics 256

Analytics Customer Journeys Customer Experience Net Promoter Score 256

Calabrio

MARCH 5, 2025

Workforce Management 9 Top Voice of the Customer Best Practices for 2025 Share Top 9 Voice of the Customer Best Practices for 2025 What is the Voice of the Customer (VoC)? On its face, Voice of the Customer (VoC) refers to just what it sounds like: what your customers have to say.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

Kayako

AUGUST 12, 2022

The challenge for brands is ensuring that customer relationship management doesn’t suffer as online spending becomes the norm. Customers still want personalized service even if they aren’t coming into the store. Customers still want personalized service even if they aren’t coming into the store. Discover Kayako Single View.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

Kayako

MARCH 3, 2016

When it comes to customer support, the ability to experiment, tweak, and improve your service is a huge part of making your customers’ experience great. We have put together a list of key customer service metrics, so you can be sure that your support team is doing the best it can to help your customers.

Metrics 120

Metrics Net Promoter Score Self Service Effort Score 120

Experience Investigators by 360Connext

OCTOBER 26, 2017

You see, most leaders want to show customers they care, but many aren’t sure how to do that. They need to see why customer experience isn’t just a catchy phrase. Being customer-centric means so much more than just talk. It’s critical to continuously evaluate the real experience of your customers.

Net Promoter Score 231

Net Promoter Score Case Study NPS Customer Centricity 231

AWS Machine Learning

SEPTEMBER 26, 2024

With these capabilities, customers are adopting SageMaker HyperPod as their innovation platform for more resilient and performant model training, enabling them to build state-of-the-art models faster. Customizable environment – SageMaker HyperPod offers the flexibility to customize your cluster environment using lifecycle scripts.

Case Study 112

Case Study Video Training Innovation 112

NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. The post How are Omnichannel and Artificial Intelligence Changing Quality Management?

Omni-Channel 45

Omni-Channel Management Contact Center Self Service 45

InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. Customer experience analytics is the practice that empowers businesses to do just that. What is Customer Experience Analytics?

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

Beyond Philosophy

SEPTEMBER 8, 2022

Patterson and her team spoke with the customer service teams, customers, and sales teams. They found that there were many moments where the organization interacted with the customer throughout the journey. Therefore, they viewed the project title as a customer experience innovation, part of a business strategy.

Case Study 97

Case Study ROI Study Customer Experience 97

ECXO

JULY 22, 2024

Unlocking B2B Success: The Essential Role of Onboarding, Design, and Customer Experience In the competitive world of B2B software and services, the trifecta of effective onboarding, innovative design, and exceptional customer experience is pivotal for driving adoption and fostering long-term customer relationships.

B2B 207

B2B Customer Experience Self Service e-support 207

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. They are valuable reminders of how customers are people, and they respond best to people who understand their situation, and better yet, understand how important their roles are in delivering an exceptional experience.

Case Study 152

Case Study Airlines Conference Wait Times 152

Retently

MARCH 17, 2025

Understanding the Core Differences in CX Reporting The Core Structure of a CX Report Best Practices for Making Stakeholder Reports Valuable & Engaging Wrapping Up: The Power of CX Reports in Driving Business Growth Keeping customers happy isnt just about responding to tickets or processing refunds.

Report 90

Report How To Effort Score NPS 90

AWS Machine Learning

FEBRUARY 12, 2025

This approach allows organizations to assess their AI models effectiveness using pre-defined metrics, making sure that the technology aligns with their specific needs and objectives. Users can access the functionality through the AWS Management Console for Amazon Bedrock and quickly integrate their custom datasets for evaluation purposes.

e-support 88

e-support Comparison Metrics Analysis 88

InMoment XI

SEPTEMBER 9, 2024

What is Customer Experience Consulting? Customer experience consulting is a specialized service that helps businesses enhance the experiences they provide to their customers across every touchpoint—from the initial awareness stage to post-purchase support. What are the Benefits of having a Customer Experience Consultant?

Consulting 195

Consulting Customer Journeys Customer Experience ROI 195

Lumoa

AUGUST 25, 2020

You can’t grow your business without expanding your customer base. However, should your marketing budget be more focused on customer acquisition or retention is a tough question and one that will eventually define your growth. Yet, we brought you some stats to reiterate the importance of cultivating a tribe of happy, loyal customers.

Strategy 195

Strategy Chatbots Self Service Customer Retention 195

Lumoa

APRIL 3, 2018

83% of customers would trust recommendations from the people they know : colleagues, family, friends, etc. That time, customer experience management was still unknown to the most of the business doers. But it is not a surprise because NPS gives a very simple and easy to track system to follow your most and least loyal customers.

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

ECXO

MARCH 20, 2024

eAAQApHd About Dr. Natalie Petouhoff is a renowned Global AI & Empathy Adviser, recognized for her expertise in AI, customer, and employee experience. Passionate about customer-centricity, Emma helps organizations worldwide implement transformative strategies for better customer service.

Case Study 156

Case Study Customer Centricity Leadership ROI 156

Lumoa

APRIL 1, 2020

When it comes to customer experience and your customer insight strategy , it’s no different. What are customer insights? By learning the ins and outs of your customers’ experiences, desires, and expectations of your product you can create a strategy to wow them. Why Build a Customer Insight Strategy?

Customer Insights 195

Customer Insights Strategy Customer Journeys How To 195

C3Centricity

AUGUST 6, 2024

Adopting a customer-first strategy isn’t just an option these days. In 2023 I wrote a popular post covering the ten most common challenges businesses face when starting their journey to customer centricity. It is called “Top 10 Challenges Facing Companies When They Adopt a Customer-First Strategy.”

Strategy 156

Strategy Customer Centricity Culture Case Study 156

Lumoa

AUGUST 10, 2018

Lumoa's State of Customer Experience in 2018 revealed that 65% of companies measure the Net Promoter Score (NPS). That made NPS the most widely used metric both B2B and B2C. Discover the recent benchmarks, case-studies and tips dedicated to help you launch a successful NPS strategy. You're about to find out.

Net Promoter Score 150

Net Promoter Score Infographics NPS B2C 150

Lumoa

AUGUST 10, 2018

Lumoa's State of Customer Experience in 2018 revealed that 65% of companies measure the Net Promoter Score (NPS). That made NPS the most widely used metric both B2B and B2C. Discover the recent benchmarks, case-studies and tips dedicated to help you launch a successful NPS strategy. You're about to find out.

Net Promoter Score 150

Net Promoter Score Infographics NPS B2C 150

AWS Machine Learning

MARCH 14, 2025

Although automated metrics are fast and cost-effective, they can only evaluate the correctness of an AI response, without capturing other evaluation dimensions or providing explanations of why an answer is problematic. Human evaluation, although thorough, is time-consuming and expensive at scale.

Knowledge Base 86

Knowledge Base Metrics System Comparison 86

InteractionMetrics

JANUARY 7, 2025

Looking back on 2024, one question stands out in the world of customer experience (CX): How do companies get to the bottom of their customers journeysand then use that knowledge to spark bottom-line success? Takeaways from the Customer Journey Mapping Roundtable Takeaway #1. Or, in our words, bad data in, bad insights out.

Customer Journeys 52

Customer Journeys Strategy Consulting B2B 52

Customer Bliss

MARCH 2, 2018

Are you considering applying for the role of Chief Customer Officer (CCO)? If so, you’ve probably already worked in customer experience leadership in some capacity, and have a reasonably clear concept of what an organization is looking for in a CCO. Will You Elevate Customers as the Asset of Your Business? Click To Tweet.

Chief Customer Officer 189

Chief Customer Officer Leadership Case Study Resources 189

CSM Magazine

JANUARY 28, 2025

Companies vested in customer success turn to education as a way to engage their audience. By sharing their expertise, they empower customers to make the most of their purchase, maximizing results and minimizing regrets. How Does Customer Education Work? How Can Customer Education Benefit Your Business?

Loyalty 52

Loyalty Self Service Apparel Knowledge Base 52

Experience Investigators by 360Connext

JULY 28, 2020

Customer experience leaders are often told to “create a better customer experience” with little more than a pat on the back and an annual customer survey. There is a lack of understanding around what customer experience really is, and perhaps more importantly, what it takes to deliver it.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

BlueOcean

DECEMBER 18, 2018

You’re prepared for the future of customer service. And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. AI can be a powerful tool, but it is just one cog in the customer care engine. You’ve got your game face on.

Contact Center 195

Contact Center Self Service Chatbots Case Study 195

Genroe

OCTOBER 16, 2023

In this video, Wolters Kluwer Asia Pacific staff, including the CFO/COO, discuss the links they have uncovered between Net Promoter Score data and key business metrics.

Case Study 52

Case Study Net Promoter Score Study NPS 52

AWS Machine Learning

OCTOBER 16, 2024

Intact faced a challenge in managing its vast network of customer support call centers and required a workable solution within 6 months and long-term solution within 1 year. To address this, Intact turned to AI and speech-to-text technology to unlock insights from calls and improve customer service.

Customer Service 76

Customer Service Contact Center Insurance Financial 76

Thematic

MARCH 30, 2025

Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business. Here are the steps.

Customer Insights 62

Customer Insights Data Analytics How To 62