ECXO

NOVEMBER 19, 2024

At its core, the saga teaches us about the importance of connection—both between characters and with the audience. Tailoring experiences to Johan’s needs, with personalized support, builds a deeper connection. Regular cross-functional meetings can ensure that every department is aligned on customer experience goals.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer-Obsessed Organizations Don’t Stop Talking About CX Organizations that focus on customer experience as part of who they are don’t stop communicating about it. It’s part of their internal communications and employee engagement rhythm. This means communicating often and earnestly. See how fun it is to connect the CX dots?

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Experience Investigators by 360Connext

JUNE 11, 2024

Have you ever wondered how effective communication could revolutionize your organization’s CX initiatives? In this episode, we’ll dissect the critical role of clear communication and the importance of promoting and motivating these initiatives throughout your company.

Communication 229

Communication Meeting Resources Connections 229

InMoment XI

OCTOBER 29, 2024

After all, if you’re meeting their needs and expectations, they have little reason not to trust you. For example, a sneaker brand releasing a new product line paying tribute to an iconic athlete would help it connect with nostalgic sports fans. Brand values: Customers connect with brands that reflect their own values.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. Leverage data and technology to offer personalized recommendations, customized experiences, and tailored communication.

Connections 334

Connections Customer Experience Social Media Analysis 334

ECXO

MARCH 6, 2025

Meeting these elevated expectations is not just about customer satisfactionit directly impacts the bottom line. Leadership needs to clearly communicate why customer experience is vital and continuously reinforce that message. Another tactic to shift culture is to make customer feedback and outcomes highly visible internally.

B2B 339

B2B Customer Journeys How To Effort Score 339

eglobalis

MARCH 13, 2025

Companies that meet these expectations can turn clients into loyal advocates, while those that fail to prioritize CX risk losing even long-time business customers to competitors offering better experiences. Utilize Visual Dashboards : Create visual representations of CX metrics to effectively communicate progress and impact to leadership.

Leadership 232

Leadership B2B B2C Effort Score 232

ECXO

OCTOBER 27, 2024

These metrics help businesses to fine-tune their strategies, ensuring they meet the needs of their subscribers while sustaining growth. For example, if a customer hasn’t engaged with a product in a while, proactive communication offering tips or new features can reignite interest.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

InMoment XI

DECEMBER 6, 2024

Providers can adjust team sizes and resources to meet your needs. Here are some of the main challenges of customer experience management outsourcing: Loss of Brand Voice : Outsourcing can sometimes lead to inconsistencies in how your brand communicates with customers, which might impact customer trust.

Self Service 195

Self Service Customer Experience Resources Effort Score 195

Uniphore

JANUARY 13, 2022

When I view my role that way, it allows my team and I to use some creativity in our programs to reinforce a positive environment—whether it’s how we hire and onboard, how we reinforce our culture, how we develop our people and grow careers or how we listen, respond and communicate. AD: Stay connected to your purpose and mission.

Meeting 246

Meeting Culture Exercises Connections 246

eglobalis

MARCH 30, 2025

Over time, the need to connect dots led to centralized CX platforms. Providers like Medallia, Qualtrics, and others have evolved to meet this need, offering suites that handle everything from survey design to social media ingestion and AI-driven insight all in one. how quickly calls are answered, complaint resolution times).

Survey 312

Survey Banking NPS Effort Score 312

InMoment XI

APRIL 3, 2024

But with the advent of the information age and the communication technologies that support it, a new facet of customer experience has emerged: digital experience. And as digital communications channels continue to supplant traditional ones, even the most basic of interactions will soon depend at least partially on digital technologies.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

eglobalis

OCTOBER 1, 2024

A siloed structure means that different departments operate in isolation, leading to communication gaps, disjointed strategies, and operational inefficiencies. These team members meet weekly to discuss high-level goals and how each department can contribute to shared objectives.

Customer Journeys 440

Customer Journeys Culture Leadership Effort Score 440

AWS Machine Learning

FEBRUARY 21, 2025

In this post, we discuss how AWS and DXC used Amazon Connect and other AWS AI services to deliver near real-time V2V translation capabilities. Its open source and ready for customization to meet your specific needs. The prototype can be extended with other AWS AI services to further customize the translation capabilities.

Connections 89

Connections Contact Center e-support Call Recording 89

InMoment XI

OCTOBER 30, 2024

Clear communication and self-service tools are crucial to their satisfaction. Life insurance customer experience : Life insurance customers need clear, simple communication about policy terms. They appreciate proactive communication on potential risks like weather hazards. This expectation stems from a need for convenience.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

Blake Morgan

DECEMBER 17, 2024

GoTo is redefining how companies connect with customers and manage the modern contact centers. A few topics covered in this episode: How unified communication tools simplify I.T. ” To learn more visit www.8CXLaws.com. 8CXLaws.com.

Contact Center 59

Contact Center Communication Tools Customer Experience 59

Calabrio

MARCH 4, 2025

Workforce Management 2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions Share Calling, email, texting, instant messaging, social mediathe communication channels available to us today can seem almost endless. It connects all channels, creating a unified customer journey.

Contact Center 130

Contact Center Omni-Channel Contact Center Software Software 130

InMoment XI

DECEMBER 18, 2024

71% of customers expect personalized communication, and 76% are frustrated if contact centers cant meet these expectations. Here are the key stages of a typical automation workflow: Data Collection and Integration The first step is to collect and connect customer data from various channels.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

InMoment XI

NOVEMBER 26, 2024

This often stems from poor internal communication, outdated technology, or inefficient processes. Improved Customer Experience All of these benefits connect to creating a customer experience that consistently meets or exceeds customer expectations.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

DECEMBER 3, 2024

Activate: Key skills include communication and expertise building to ensure teams have the skills, support, and incentive to achieve CX goals. Leverage internal communications channels to convey the importance of CX across the company. A CX maturity model highlights tools and processes to meet these growing demands.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

ECXO

JULY 29, 2024

These insights inform the service standards and product offerings that will most effectively meet customer expectations. This vision should be aligned with the company’s overall strategy and communicated effectively to every department. Effective communication ensures everyone understands and is committed to the CX vision.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Experience Investigators by 360Connext

JANUARY 5, 2022

You made these goals part of your Customer Experience Success Statement , which helped those in your organization understand not only what’s to know what’s most important for the year, but also how to communicate and measure that success. You did this by formal and informal communication strategies.

Resources 369

Resources Customer Journeys Video Customer Experience 369

InMoment XI

DECEMBER 17, 2024

A CX manager will lead team meetings, communicate strategies, and move projects forward while holding everyone to a timeline (including executives). Assess Cultural Fit Your customer experience manager will be responsible for communicating across your organization, whether it be executives or associates.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ECXO

OCTOBER 14, 2024

2. Tailored Experiences: We strive to provide personalized experiences and solutions that meet each customer’s unique needs. Transparency and Honesty: We maintain transparency and honesty in all customer communications, even when delivering bad news. Follow me or connect on LinkedIn : Joao Pereira.

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

InMoment XI

JANUARY 9, 2024

Effective customer experience management helps build and maintain strong, long-term relationships by meeting the needs and expectations of your business customers consistently. B2B customers are more likely to continue doing business with a company that consistently delivers value, meets their expectations, and provides excellent service.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

InMoment XI

OCTOBER 17, 2024

How would you rate the communication you received from our hospital staff? Did the ambiance in our restaurant meet your expectations? Did the delivery and packaging of your order meet your expectations? How would you rate the professionalism and communication of our real estate agents? After teaming up with InMoment, St.

Feedback 195

Feedback Effort Score Survey Customers 195

eglobalis

OCTOBER 9, 2024

It’s important to set realistic timelines and communicate them clearly to customers. Build a Transparent Communication Strategy Once a decision is made, whether to develop the feature or not, it’s vital to communicate clearly with the customer. However, clear and consistent communication helps mitigate potential damage.

Feedback 509

Feedback ROI Innovation B2B 509

Experience Investigators by 360Connext

JULY 6, 2021

But customer experience is a team sport, so great cross-functional teams also understand how important it is to communicate ongoing success and support the processes and systems required to deliver to the customer throughout their journey. The best way to do that is to share both data and stories that connect emotionally with leaders.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

BirdEye

DECEMBER 11, 2024

Managing communications across multiple locations, both internally and externally, can be a daunting task. Yet, ensuring seamless communication is critical for keeping your organization running smoothly. Traditional communication methods often lead to fragmented messaging systems, resulting in inconsistent customer experiences.

Communication 52

Communication Software Multi-Channel Social Media 52

Calabrio

MARCH 11, 2025

To meet expectations and really drive customer experience excellence at scale in 2025, contact centers need a clear-cut strategy to enhance their quality assurance processes. It’s about ensuring that every interaction not only meets but exceeds customer expectations, fostering loyalty and driving positive brand perception.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

ECXO

JULY 1, 2024

It’s mind-blowing how psychology and customer experience are connected, and how the theories of Jung and Lacan can unlock a whole new level of understanding. It allows leaders and marketers to tap into universal themes and symbols that resonate deeply with people, fostering a sense of connection and shared meaning.

Customer Experience 358

Customer Experience Culture Trends Social Media 358

InMoment XI

FEBRUARY 24, 2022

So how should a CX practitioner go about bridging that gap in communication? but the point is that storytelling connects humans together—and it can do the same with your customers and executives. Which means there will be countless meetings and presentations, and most importantly chances to learn to speak in the C-Suite language.

Tips 370

Tips ROI Metrics Touchpoint 370

NICE inContact

JANUARY 21, 2021

Your customers are living their lives digitally, so meeting them where they live makes it easier for them to communicate with you. Connecting with customers on platforms that they use and are familiar with goes a long way to driving an exceptional customer experience.

Customer Experience 268

Customer Experience Meeting Customers Connections 268

Comm100

NOVEMBER 15, 2022

Firstly, the majority of consumers now want to connect with brands digitally. Consumers want the choice to connect on a range of channels, and for the support on these channels to be fast, 24/7, and connected. Telephone support simply can’t meet these expectations. The reasons for this are simple. Grow customer base.

Omni-Channel 245

Omni-Channel Chatbots Social Media Software 245

InMoment XI

NOVEMBER 13, 2024

Active churn is when customers cancel their service and communicate their decision to the business. For example, a subscription that ends without renewal or communication from the subscriber. A CX platform like InMoment can help by collecting and connecting every piece of valuable data in one place.

Customer Retention 195

Customer Retention How To Analysis ROI 195