ECXO

OCTOBER 17, 2024

This article explores the reasons why medical device companies must uphold a higher standard of customer experience (CX) and why they cannot afford to fail. Companies like Johnson & Johnson and Abbott continuously work to exceed these standards, reinforcing their commitment to patient safety and customer trust.

Customer Experience 401

Customer Experience Healthcare Innovation System 401

eglobalis

OCTOBER 30, 2024

McKinsey & Company notes that AI can reduce the time-to-hire by up to 50%, enhancing both efficiency and the candidate experience. The company uses AI-driven chatbots to engage with candidates and automated tools to screen resumes. Microsoft (United States) Microsoft leverages AI to improve employee engagement and well-being.

Employee Experience 467

Employee Experience Customer Experience Employee Engagement Telecommunications 467

eglobalis

DECEMBER 11, 2024

Additionally, it discusses alternative measurement methods beyond traditional metrics and highlights global examples of companies excelling in CX experimentation. Experimentation allows companies to tailor their CX strategies to different cultural contexts. Service Personalization Personalization is key to delivering exceptional CX.

Customer Journeys 342

Customer Journeys Effort Score Omni-Channel Social Media 342

eglobalis

JANUARY 20, 2025

Successful companies like Salesforce, Bosch, Siemens, and others demonstrate that loyalty is cultivated through seamless communication, problem-solving, and proactive support. Companies that excel in CX often establish a strong emotional and professional connection with their clients. As mentioned in this old article I wrote.

B2B 406

B2B Loyalty Loyalty Programs Innovation 406

ECXO

MARCH 11, 2025

Many companies fail at CX transformation because they treat it as an isolated initiative rather than embedding it into their core strategic goals. For B2B companies, the complexity of sales cycles, long-term contracts, and multiple decision-makers makes it imperative to align CX strategy with overall business objectives.

B2B 306

B2B Strategy Customer Journeys Net Promoter Score 306

eglobalis

OCTOBER 14, 2024

Every company faces unique challenges, and the needs of customers are constantly evolving, making a standardized approach inadequate. The static nature of the pillars does not account for the different challenges companies face in various industries and regions. What about flexibility? The same applies to B2B and B2C.

Customer Experience 435

Customer Experience Customer Journeys Case Study Innovation 435

eglobalis

NOVEMBER 12, 2024

Here’s Why You’re Missing Out on Real Results – [link] AI in the Workplace: Transforming Customer and Employee Experience – [link] Delete, Ignore, Snub or Engage?

Customer Centricity 504

Customer Centricity Strategy B2B Consulting 504

ECXO

MARCH 6, 2025

Research shows that B2B companies with superior customer experience achieve higher revenue growth, better customer retention, and lower service costs than their peers. Companies that have embraced customer experience as a strategic priority have reaped rewards like stronger loyalty, more repeat business, and even higher employee engagement.

B2B 339

B2B Customer Journeys How To Effort Score 339

ECXO

NOVEMBER 25, 2024

Assess Strategic Alignment: The Backbone of Decision-Making The first and most crucial filter for evaluating feedback is determining how well it aligns with your company’s strategic goals. Urgency Evaluation: Separating Critical from Cosmetic Urgency often pushes companies to prioritize features that may not align with strategy.

Feedback 391

Feedback ROI Roadmap Analytics 391

eglobalis

NOVEMBER 5, 2024

Why I Admire Brian’s Work Throughout my career, I’ve been deeply involved at the intersection of technology, design, innovation and customer experience, guiding high-tech companies toward improvement and transformation. WTF) emphasizes customer experience as a strategic differentiator for businesses.

Leadership 454

Leadership Innovation Social Media Trends 454

ECXO

NOVEMBER 26, 2024

In this article, we’re diving deep into what a unicorn means in a company, why depending on unicorns for customer experience can be risky, and what companies can do to avoid putting all their eggs in that magical basket. What Is a “Unicorn” in a Company? What Does It Mean If a Company’s Customer Experience Depends on Unicorns?

Self Service 334

Self Service Culture Training Analytics 334

eglobalis

FEBRUARY 3, 2025

Companies like Samsung, Oracle, SAP, and Salesforce, which have adopted AI early on, are reaping significant benefits, from enhanced customer satisfaction to operational efficiency. Clearly, there are still cases of companies that did not even need technology to deliver an exceptional customer experience.

B2B 371

B2B Customer Journeys Customer Experience Chatbots 371

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. Through targeted interventions like improved on boarding or personalized engagement, companies can significantly reduce churn and foster long-term loyalty.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

eglobalis

JANUARY 13, 2025

For example, a North American e-commerce company using Einstein Agent reduced its average case handling time by 30%. By preemptively addressing these concerns through targeted outreach, the company improved customer satisfaction scores by 25%. Data Sources How Are Companies Using AI Agents?

Customer Experience 398

Customer Experience Marketing Chatbots e-support 398

eglobalis

MARCH 24, 2025

A major telecommunications company faced significant challenges integrating AI solutions into their legacy billing and CRM systems, limiting AI efficacy to basic queries only. Sources: McKinsey & Company Gen AI in customer care: Early successes and challenges. Thanks for visiting our website.

Contact Center 313

Contact Center Virtual Agent Chatbots Banking 313

ECXO

NOVEMBER 19, 2024

With its unforgettable characters, intricate plots, and immersive storytelling, Star Wars encapsulates timeless wisdom that companies can apply to cultivate customer loyalty and satisfaction. Lesson for Companies : Your customers are the heroes of their own stories. Focus on delivering exceptional experiences that exceed expectations.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

C3Centricity

NOVEMBER 26, 2024

This approach involves embedding consumer insights into every part of a company, driving long-term success by anticipating and meeting consumer needs precisely. A recent study by McKinsey found that 87% of companies leveraging advanced customer analytics outperform their competitors in customer retention and engagement ( McKinsey ).

Competitive Advantage 290

Competitive Advantage Consumers Banking Loyalty 290

eglobalis

DECEMBER 17, 2024

As Eglobalis previously highlighted predating Forrester’s 2025 predictions companies reliant on NPS risk mediocrity by clinging to outdated measurements. AI-powered insights also improve renewal forecasting and streamline service workflows, ensuring B2B companies can scale customer support without overextending resources.

Net Promoter Score 328

Net Promoter Score Effort Score B2B NPS 328

eglobalis

MARCH 13, 2025

Research shows that improving B2B customer experiences can significantly boost financial performance for instance, companies that excel in CX see reduced churn and higher win rates on deals. Complexity in customer journeys often leads B2B companies to score lower on CX than B2C, highlighting the effort needed to meet diverse needs.

Leadership 229

Leadership B2B B2C Effort Score 229

eglobalis

FEBRUARY 13, 2025

When companies lean too heavily on empathy as an abstract concept, they risk a few unwanted outcomes: Wasting time: Understanding problems but delaying solutions frustrates clients. Managing Crises: The Balance Between Empathy and Action During crises, companies must prioritize transparency and swift action to restore customer trust.

Analytics 279

Analytics Measurement Metrics Feedback 279

C3Centricity

NOVEMBER 12, 2024

Claiming to be “customer-centric” is simple; executing it effectively requires a fundamental shift in leadership and company culture. Many companies define customer centricity as “putting the customer at the centre,” yet this often stays as a slogan without actionable meaning. Source: Edelman.

Leadership 156

Leadership Culture Customer Centricity Rewards Programs 156

InMoment XI

OCTOBER 30, 2024

Insurance companies that can successfully provide seamless experiences will likely come out on top with a base of satisfied and loyal customers. Here are a few key reasons why it’s important for companies to embrace a customer-centric approach: It enhances customer retention and loyalty. It enhances operational efficiency.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

C3Centricity

DECEMBER 10, 2024

The consumer landscape is transforming profoundly, presenting CPG companies with challenges and immense opportunities. This post explores how companies can turn each of these five trendsI added one more that emerged from the more extensive studyinto actionable strategies, supported by practical guidance and real-world examples.

Trends 270

Trends Consumers Strategy Case Study 270

ECXO

FEBRUARY 3, 2025

Example: Imagine a customer buying a piece of software from your company. Example: Imagine reaching out to a company for information about a product. Probably annoyedand less likely to trust that company in the future. Two weeks later, you receive an email from the company with tips on how to maximize your products features.

Sales 247

Sales Customer Experience e-support Examples 247

ECXO

FEBRUARY 20, 2025

Solving Customer Problems as a Competitive Advantage Companies that excel at identifying and solving customer problems position themselves for long-term success. Market Differentiation: Offering tailored solutions helps companies stand out from competitors with generic, one-size-fits-all approaches.

Loyalty 293

Loyalty Competitive Advantage Advertising Feedback 293

InMoment XI

NOVEMBER 22, 2024

Companies that focus on CX initiatives witness an 80% increase in revenue, highlighting the value of user feedback. Collecting user feedback for SaaS companies is a powerful step in this direction. Collecting user feedback for SaaS companies is a powerful step in this direction. Why is User Feedback Important for SaaS Companies?

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

InMoment XI

DECEMBER 3, 2024

Customer-centric companies realize an 80% increase in revenue and report 60% higher profit than those that don’t focus on customer experience. Leverage internal communications channels to convey the importance of CX across the company. Data-driven decision-making enables companies to deliver the best possible experiences.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

eglobalis

MARCH 18, 2025

[link] Optimizing AI Agent Experiences: Leading Providers, Gaps, and Human Support Strategies [link] B2B CX Strategy & Business Alignment [link] A bout escalation strategies and flows for advanced AI agents [link] When to Escalate from AI to Human Agents: Best Practices [link] 8 best practices for customer escalation management [link] Escalation (..)

Interaction 340

Interaction Culture Virtual Agent Loyalty 340

eglobalis

MARCH 4, 2025

Companies like Nuance (now part of Microsoft) pioneered conversational IVR, while Googles Contact Center AI and Amazon Lex provide powerful voice AI solutions. Companies like Cogito and Behavioral Signals specialize in AI-driven emotional intelligence for customer service. However, AI alone cannot fully replace human expertise.

Self Service 198

Self Service Strategy Contact Center Virtual Agent 198

ECXO

DECEMBER 4, 2024

For instance, implementing a customer success strategy in a Software as a Service (SaaS) organization involves unique approaches compared to deploying the same function in a manufacturing company. In contrast, manufacturing companies are more transactional, focusing on individual sales. Customer Engagement 1.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156