ECXO

MARCH 6, 2025

Leadership needs to clearly communicate why customer experience is vital and continuously reinforce that message. Automation is another tech lever: by automating routine updates, orders, or communications, companies reduce effort for customers. Common themes arising from surveys and interviews can highlight systemic issues.

B2B 339

B2B Customer Journeys How To Effort Score 339

ECXO

NOVEMBER 19, 2024

By leveraging this data, you can provide personalized recommendations, offers, and communications that resonate with individual customers. Each touchpoint presents a unique opportunity to engage them in a way that resonates deeply, allowing them to become the heroes of their narratives.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

InMoment XI

OCTOBER 24, 2024

They aim to convert leads to closed deals, identify the most successful business activities, and manage the communication between businesses and current customers. These integrations allow users to communicate directly with customers via comments and direct messages.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

eglobalis

OCTOBER 1, 2024

A siloed structure means that different departments operate in isolation, leading to communication gaps, disjointed strategies, and operational inefficiencies. Platforms like Slack, Microsoft Teams, or Asana allow for seamless communication, real-time collaboration, and visibility into projects across teams.

Customer Journeys 432

Customer Journeys Culture Leadership Effort Score 432

CSM Magazine

NOVEMBER 17, 2024

This gap presents a powerful opportunity for companies to stand out. That’s particularly true for organizations that rely on old-school communications hardware and software to connect with customers, many of whom have decidedly modern ideas about what their CX should look and feel like.

Communication 59

Communication Contact Center Self Service First Call Resolution 59

Experience Investigators by 360Connext

OCTOBER 5, 2021

Storyboards and storytelling can be very helpful if you have an opportunity to present findings. . We once set up a virtual journey complete with waiting on hold opportunities and frustrating communications via email. Train and communicate with as many teams as you can. Ask leaders to present their ideas. Get creative! .

Customer Journeys 367

Customer Journeys Social Media Contact Center How To 367

Experience Investigators by 360Connext

DECEMBER 3, 2024

First, we unravel the secrets behind Taco Bell and KFC’s AI-driven marketing success, which not only boosts sales but also enhances personalized communication. AI can enhance learning but also presents obstacles to foundational skill development. We then spotlight the burgeoning trend of transparency in technology.

Handbook 143

Handbook Social Media Retail Trends 143

InMoment XI

FEBRUARY 24, 2022

So how should a CX practitioner go about bridging that gap in communication? The challenge is how do you present those metrics in a way that makes executives regard them as crucial data points? When you’re presenting a business case, the goal shouldn’t be complexity. Tip #1: Break Down Metrics.

Tips 370

Tips ROI Metrics Touchpoint 370

InMoment XI

APRIL 18, 2022

Employees’ connection to, or disconnection from, the employer’s culture—its fairness, transparency, equity, humanity, career opportunities, communication, management trust, etc.—is Employee Advocates: Their Role as Committed Company Assets, Active Communicators, and Key Contributors to Stakeholder Value.

Employee Experience 418

Employee Experience Culture Employee Engagement Connections 418

ECXO

OCTOBER 30, 2024

Often, businesses present a plethora of products and services, creating an overwhelming experience. Implementing data analytics and customer relationship management (CRM) tools can help businesses tailor their offerings and communication effectively. Clear and concise communication is critical.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

ECXO

JUNE 9, 2024

The same principle applies to workplace communication. In a world where communication is often rushed and superficial, taking the time to listen can set you apart and lead to sustained success. Be Patient and Present Practice Patience: Be patient and give the speaker time to express their thoughts. Chaos, right?

Customer Experience 374

Customer Experience Exercises Innovation Leadership 374

InMoment XI

APRIL 19, 2022

If you are on your company’s human resources team, it might be worth reiterating available resources to your employees via email or your company’s internal communications channels (especially since it’s Stress Awareness Month). These resources can be communicated via the same method we mentioned in tool number one.

Resources 370

Resources Exercises Culture Tools 370

ECXO

APRIL 18, 2024

Follow the ECXO on LinkedIn: [link] And Become a member of the open-access CX Professional Business Network: [link] What you will learn during this presentation: • Why taking care of each digital customer conversation is vital • Are you meeting CX expectations over different digital support channels? •

Insurance 334

Insurance Consulting Travel B2B 334

C3Centricity

JUNE 8, 2020

During my presentation, I shared many ideas; here are a few of the points I covered: #1. It is founded on trust and confidence in the product, the brand’s website and their engaging communications. Dialogue don’t just Communicate. These are just six of the many ideas I shared during my presentation.

Hospitality 307

Hospitality Customer Centricity Hotels How To 307

InMoment XI

JULY 13, 2023

By embracing a mindset of adaptability and remaining attuned to shifting customer expectations and regulatory landscapes, organisations will be best able to meet the challenges and seize the opportunities presented by the act. What Are the Biggest Changes That You Have Made Towards Identifying Risk Amongst Your Customers?

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

InMoment XI

OCTOBER 23, 2024

Your bank can present itself as a reliable option by demonstrating a commitment to making their customer journey smooth and personalized. Proactively communicate with customers. Regular communication helps build trust and keeps customers engaged with your services. It is a proven way of retaining customers.

Banking 195

Banking Customer Experience Effort Score Financial 195

Steve DiGioia

MARCH 22, 2021

For those employees in the foodservice industry, how do you communicate to your customers that a specific food item contains one of the 8 main allergens? I nform Employees of Any Allergens Present. This posted statement describes the steps the business takes to prevent cross-contamination and what allergens are present in the food.

Customer Service 346

Customer Service Hospitality Policies Customers 346

InMoment XI

OCTOBER 14, 2024

Another thing to keep in mind is maintaining a consistent order in which you present your response options. You should clearly communicate your reasons for collecting customer feedback to boost response rates. Clearly communicate the purpose and impact. Be Clear About Your Reason for Surveying the Customer.

Survey 195

Survey How To Hospitality Feedback 195

InMoment XI

JANUARY 9, 2024

Here are some examples of how B2B companies are applying tactics designed to improve the customer experience: CRM platform HubSpot utilizes chatbots to connect with customers and encourage open communication. Maintaining open and proactive communication throughout the customer journey is also a critical aspect of B2B CX management.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

ECXO

FEBRUARY 14, 2022

Where you will find excellent communication– tailored for each country/region of Europe, the Middle East, Africa, and beyond with local languages and cultural understanding. That aims to impact the present and future of CX Leadership. Then let’s talk and grow together. Let’s Evolve with It — Together!

Culture 296

Culture Case Study Employee Experience Innovation 296

Experience Investigators by 360Connext

JANUARY 18, 2022

If a culture is touted as “customer first” or “customer-centric,” that mindset and strategy need to be pervasive in the way employees communicate and learn throughout their entire tenure, no matter their role. Make sure your definition of Customer Experience (and related terms) are clearly communicated and agreed upon. I tend to agree.

How To 378

How To Customer Journeys Culture Training 378

Retently

OCTOBER 16, 2024

This smart, efficient tool transforms your everyday communication into a strategic data collection engine that fuels CX improvements and business growth. Key Takeaways Email signature surveys enable effortless, real-time feedback gathering directly from daily communications, turning each email into a valuable data collection opportunity.

Feedback 134

Feedback Survey Effort Score Customer Satisfaction 134

TechSee

DECEMBER 11, 2024

Each of these predictions is based on an analysis of the leading service trends in 2024 presented at conferences, as well as those most discussed by influencers, reporters and analysts. Looking ahead, 2025 presents exciting opportunities to refine and expand these innovations.

Trends 109

Trends Self Service Omni-Channel Social Media 109

InMoment XI

OCTOBER 20, 2022

Frontline employees need strategic communication. The importance of closing the loop with customers and gaining actionable feedback was mentioned in nearly every presentation we heard! 3: Actions Speak Louder Than Words—Data Means Nothing Without Outcomes.

Customer Experience 397

Customer Experience Customer Journeys Effort Score Culture 397

Comm100

FEBRUARY 19, 2021

And the award for “Word of the Year” goes to… empathy! ”, Shep Hyken, customer service and experience expert and Chief Amazement Officer at Shepard Presentations explains. “ When communicating digitally, often it can lack a human touch, which creates a sterile transaction and lack of emotional connection.

Customer Experience 334

Customer Experience Consumers Study Brands 334

Storyminers

NOVEMBER 5, 2020

Now, there are hundreds of sites and technologies companies can use to communicate with prospects. Marketing brainpower focuses on being present, where your clients and prospects tend to look. We chose Moosend to become a central part of our communication strategy because it’s: easy to learn. And both were easy to find.

Strategy 264

Strategy Marketing Exercises Tools 264

eglobalis

JULY 31, 2024

The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience. We will also explore the unique challenges faced by the CX industry and how specific MarTech solutions can benefit B2B customers, with a global focus.

Customer Experience 414

Customer Experience Social Media Analytics Chatbots 414

Lumoa

MARCH 9, 2023

They’re always ready with a friendly greeting around the clock, while clear communication allows customers to stay up-to-date on account developments or potential problems.

Customer Experience 397

Customer Experience Social Media Customers Video 397

InMoment XI

OCTOBER 26, 2022

The rapidly-changing, ever-evolving retail landscape continues to present questions, roadblocks, and pain points that retailers need to address. When you break down those silos and create channels of communication across departments, your business will see more success in the areas that matter most!

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

ECXO

AUGUST 12, 2024

MarTech’s Impact on Global CX Strategies The Asia-Pacific (APAC) region, with its rapid technological adoption and diverse markets, presents both opportunities and challenges for enhancing customer experience. These tools enhance customer satisfaction through efficient, personalized communication.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

Customer Bliss

DECEMBER 16, 2020

Despite any perceived hardships, this shift may actually present you with new opportunities to engage your employees and customers. . If you don’t communicate with your employees and/or your customers, they’re going to fill in that black hole. We’re all living in a world of, “What’s going to come next?”

Leadership 305

Leadership Customer Experience Survey Video 305

ECXO

JULY 1, 2024

Communication and Language: The Other also represents the realm of language. In customer experience, the way a company communicates with its customers — the language it uses, the narratives it creates — can significantly influence the customer’s perception of the brand.

Customer Experience 358

Customer Experience Culture Trends Social Media 358

ShepHyken

NOVEMBER 5, 2024

What are the benefits of proactive communication in customer service? Fortunately, we now have the technology to elevate the experiences we can deliver to our customers. Technological advancements, especially in AI, present many opportunities for organizations to enhance customer service and experience.

Customer Service 73

Customer Service Self Service Social Media Customer Service Representative 73