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

InMoment XI

APRIL 18, 2022

And, there are definite connections, or links, to how the rate of employee resignations can, and does, impact customer experiences and perceptions of value. The Key Post-Pandemic EX Holy Grail for All Companies: We’re Now in the Era of Required Employee Commitment and Linkage to CX. Connect Employees to Customer Culture.

Employee Experience 418

Employee Experience Culture Employee Engagement Connections 418

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. established a foundational understanding of social media’s role in business. When I first read Engage! ,

Leadership 391

Leadership Innovation Social Media Trends 391

ECXO

NOVEMBER 17, 2024

Design leaders play an instrumental role in guiding products beyond functionality to create a connection that resonates on a personal level with users. Companies such as Apple, Salesforce, and Adobe have demonstrated the power of creating emotionally engaging experiences that make adoption seamless and enjoyable.

B2B 390

B2B Loyalty Connections Technology 390

InMoment XI

SEPTEMBER 21, 2021

For many years, experience programs have hailed numbers as a sort of holy grail, but the reality is that numbers are no substitute for genuine human connection. With that in mind, we’re going to dive into a few things to bear in mind while creating more human and more connective customer relationships!

Customer relationships 433

Customer relationships Customer Experience Net Promoter Score Effort Score 433

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. At its core, the saga teaches us about the importance of connection—both between characters and with the audience.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

eglobalis

NOVEMBER 26, 2024

The company shifted its approach to deliver action-based empathy, such as proactively addressing technical issues to minimize disruptions. Leveraging predictive analytics allows companies to anticipate client challenges and offer solutions before issues arise, demonstrating a deep understanding of client needs.

B2B 406

B2B B2C Culture Net Promoter Score 406

InMoment XI

MAY 17, 2022

Supportive Culture Connection to Customer Experience. The best ‘employee support’ is what EX experts call employee commitment , wherein companies roll up their sleeves and dig deep to learn how they can better drive transparency, trust, and communication. They want to feel a bold, human connection to your brand.

Trends 369

Trends Culture Connections Brands 369

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

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 Training Culture Analytics 334

eglobalis

NOVEMBER 12, 2024

If you enjoyed this practical article and would like to stay connected, feel free to connect with me on LinkedIn. As professional services continue to evolve, leaders who prioritize CX will cultivate loyalty and advocacy, transforming their service teams into drivers of growth and competitive advantage.

Customer Centricity 434

Customer Centricity Strategy B2B Feedback 434

eglobalis

AUGUST 13, 2024

By exploring these aspects, we aim to understand why Samsung leads in design, why Apple enjoys unparalleled brand loyalty, and the challenges both companies face in the future. Samsung Samsung, a South Korean multinational conglomerate, is one of the largest and most diversified companies in the world. Apple Apple Inc.,

e-support 445

e-support Innovation Customer Centricity Loyalty 445

InMoment XI

MAY 4, 2022

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Think about the knowledge and experience the company held onto by keeping those employees. Not to mention the cost savings.)

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

InMoment XI

JANUARY 12, 2023

Using these pillars allows companies to spell their programs out in financial terms, which is essential to quantifying their impact and gathering support. You’ll learn what else your organization needs to do to create Experience Improvement and a more human connection to your existing customers! Let’s take a closer look.

Social Media 397

Social Media Tips Customers Customer Retention 397

Customer Bliss

AUGUST 30, 2021

She personally writes letters to the parents of her top 400 executives describing how the values they instilled benefit PepsiCo, saying “Thank you for the gift of your child to our company.”. Find & Hire People Who Align With Your Company Values. Selecting who will, and will not, become members of these companies is job number one.

Case Study 310

Case Study Hotels Travel Company 310

ECXO

OCTOBER 7, 2024

As a Customer Experience (CX) leader, you hold the key to shaping extraordinary connections and driving meaningful change. By championing the customer experience, you contribute to a world where people feel valued and connected. Step into the dynamic world of business where the stakes are high, and customer demands are ever-growing.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

Comm100

FEBRUARY 19, 2021

The companies and brands that show their customers empathy and prove that they care for and understand them are on their way to building stronger and trusting relationships. Empathy creates a personalized and emotional connection. Since as far back as Michelin Man, we have seen more and more companies anthropomorphizing their brand.

Customer Experience 334

Customer Experience Consumers Study Brands 334

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. Why Radical Consumer Centricity Matters As consumers become more informed, connected, and demanding, consumer-first approaches that lack depth lose their appeal.

Competitive Advantage 212

Competitive Advantage Consumers Banking Loyalty 212

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 386

Employee Experience Customer Experience Employee Engagement Telecommunications 386

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 221

Net Promoter Score Effort Score B2B NPS 221

InMoment XI

APRIL 7, 2022

Taking time to design with the end in mind also allows you to consider which audiences are most relevant to which goals, as well as the approaches you need to take in order to connect to each one. Patience and forethought will save you time that you’d otherwise spend attempting to connect data to business outcomes.

Customer Experience 397

Customer Experience Data Connections Customers 397

InMoment XI

JANUARY 9, 2024

B2B customers are more likely to continue doing business with a company that consistently delivers value, meets their expectations, and provides excellent service. A great customer experience can set your company apart from competitors and help you win and retain clients. Great customer experiences foster loyalty.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

InMoment XI

OCTOBER 4, 2023

Today, there are a lot of customer feedback management (CFM) companies talking about integrated CX. Now that we have done a bit of definition, how can you take this integrated CX approach and put it into action at your company? Human insight, analysis, and creativity remain indispensable.

Customer Experience 418

Customer Experience Net Promoter Score How To Effort Score 418

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

InMoment XI

MAY 14, 2022

We’ve proven—time and again—the direct connection between the meaningful differentiation of these experiences and the success of a brand’s CX objectives, such as willingness to return to, recommend, and, ultimately, promote a business. It’s about how we see ourselves, what we aspire to, our connection with the brand, and our identity.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

C3Centricity

APRIL 9, 2024

However, as companies continue to evolve in an increasingly digital landscape, these disparities, while significant, share the underlying goal of establishing meaningful connections with the people who buy their products and services. and then composing messages that resonate with them.

B2C 296

B2C B2B Strategy Marketing 296

ECXO

MAY 19, 2024

With experience in manufacturing and previous roles in companies that sell directly to consumers, Irina Mostovaya, a Customer Experience Specialist from Finland, shares the lessons learned from operating in B2B CX. In this episode, we explore how to succeed with B2B CX. Want to make your voice heard? Join the ECXO today!

B2B 349

B2B Customer Experience Professionals Consulting Measurement 349

Experience Investigators by 360Connext

AUGUST 6, 2024

First, we navigate a cultural revolution in Japan, where companies are redefining traditional norms to support their employees. David helps organizations better understand and connect with their changing customers and clients to help future-proof their businesses.

Entertainment 300

Entertainment Culture Consulting Connections 300

InMoment XI

JULY 7, 2022

When customers are looking for a solution to a problem, they will often turn to a company they trust. Sometimes, they will choose that company even if the product is slightly more expensive because they recognize and trust the name. This is separate from what a company is saying about its own product.

Brands 369

Brands How To ROI Social Media 369

InMoment XI

JUNE 7, 2022

To make this process as efficient as possible (and to make it simpler for companies to source different kinds of feedback), several types of surveys have emerged over the years that make it easy to focus on customers’ opinions about transactions, brand relationships, and the like. Using Transactional Surveys in the Call Center.

Survey 368

Survey Call Center Touchpoint Call Center Experience 368