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 310

B2B Strategy Customer Journeys Net Promoter Score 310

InMoment XI

FEBRUARY 25, 2022

Do companies recognize the high customer experience (CX) value of employee advocates? That means that companies must seek to understand, and leverage, the impact employees have on customer behavior. It is often stated (especially by corporate CEOs) that the greatest asset of a company is its employees. That’s my belief.

Company 397

Company B2C Employee Experience Culture 397

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

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 387

B2B Customer Journeys Customer Experience Chatbots 387

InMoment XI

NOVEMBER 26, 2024

A customer journey map visualizes all touch points between the customer and the organization, from customer research on the product to first contact with the company to building customer loyalty. Focus: Real-time customer journey analytics to understand the emotions, pain points, and touchpoints customers are experiencing at every stage.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

ECXO

JUNE 15, 2021

Tips for Transforming to a Customer-Centric Company Culture. I have been asked a lot what it means in practice to be customer-centric and how to get everyone on board in the company? These following 10 tips will help shifting to a customer-focused environment across your company: 1. Share on twitter. Share on linkedin.

Customer Centricity 358

Customer Centricity Culture Tips Company 358

eglobalis

OCTOBER 14, 2024

Every company faces unique challenges, and the needs of customers are constantly evolving, making a standardized approach inadequate. These pillars include the basics: customer journey mapping, touchpoint analysis, feedback loops, and internal operational alignment. What about flexibility?

Customer Experience 450

Customer Experience Customer Journeys Case Study Innovation 450

eglobalis

JUNE 27, 2024

A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. Companies like Oracle, SAP, Amazon, Samsung, and NTT use VOC to refine their products and services.

Strategy 455

Strategy Customer Experience Net Promoter Score Customer Centricity 455

InMoment XI

MAY 31, 2022

Each of these touchpoints influences the customer, and by analyzing customer behavior, feelings, and motivations around each touchpoint, you can begin to identify opportunities to establish more positive relationships by giving customers what they need at any given stage of their journey. Customer Cartography: Where to Begin. “We

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

InMoment XI

NOVEMBER 18, 2024

Better Product Development Customer behavior insights can allow your company to make data-driven decisions about product offerings. Customer Journey Mapping Customer journey mapping tracks every touchpoint customers encounter with your organization. This reveals where they may encounter friction, drop off, or engage.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

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. They want suppliers and partners who are easy to do business with, understand their needs, and provide consistent support across every touchpoint.

Leadership 235

Leadership B2B B2C Effort Score 235

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

InMoment XI

APRIL 3, 2025

The most successful CX transformations go beyond data integrationthey focus on culture, governance, and that company-wide commitment to CX excellence. Ensuring some consistency across these touchpoints is key. Successful customer experience strategies integrate data from various business functions to create a more unified approach.

Culture 195

Culture Social Media Loyalty Government 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. It identifies customer pain points across various touchpoints and works to improve them.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

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. Source: Retail Dive.

Leadership 156

Leadership Culture Customer Centricity Rewards Programs 156

InMoment XI

OCTOBER 23, 2024

From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business. For instance, First National Bank partnered with InMoment to better analyze data across all touchpoints using a custom text analytics model.

Banking 195

Banking Customer Experience Effort Score Financial 195

ECXO

OCTOBER 14, 2024

Companies that prioritize customer satisfaction tend to enjoy higher loyalty rates, better brand reputation, and, ultimately, more robust bottom lines. 5. Customer Journey and touchpoints: All departments have clarity on our target customers, which is their journey with us, as well as key touchpoints.

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

InMoment XI

APRIL 6, 2022

Your customers’ journey can drastically affect how your customers experience your company—and whether or not they eventually become loyal to your brand. Once they recognize a problem, they can begin looking for solutions, which should hopefully lead them to your company. Instead, there could be a problem with the customer journey.

Customer Journeys 387

Customer Journeys Touchpoint Customers Loyalty 387

ECXO

JULY 29, 2024

Companies use several methods to gather data and understand their customers: Voice of Customer (VOC) Programs : Capturing customer preferences, experiences, and expectations through direct and indirect feedback. Companies like Apple, Hulu, and Pandora excel in leveraging data analytics to enhance user experiences and personalize offerings.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer experience management, or CXM, is the process of understanding and managing your customers interactions with your brand to create positive experiences at every touchpoint. Multiple studies reinforce the powerful potential of investing in CX: Companies that prioritize CX see 1.7x Effective CX Management is about priorities.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

PeopleMetrics

JANUARY 24, 2025

To build a world-class VoC program, you need to analyze and improve the entire customer journey, not just service touchpoints. Today, in 2025, AI is supercharging how companies differentiate between CX and CS, analyze their intersections, and optimize both. With this insight, the company can address both issues systematically.

Customer Service 118

Customer Service Customer Journeys Touchpoint e-support 118

PeopleMetrics

FEBRUARY 20, 2025

Touchpoint mapping has always been a critical step in building a great VoC program. It helps CX leaders identify the key interactions customers have with their company and prioritize where feedback is needed most. But as AI advances, the way we approach touchpoint mappingand what we can do with the datahas fundamentally changed.

Touchpoint 62

Touchpoint Social Media Call Center Customer Journeys 62

Lumoa

JANUARY 31, 2023

Nearly all companies (89%) believe that customer experience will be their primary basis for competition. Customer experience refers to how customers perceive their interactions with your company. Customer experience matters across all the channels and all the touchpoints of the customer journey. Eliminate company silos 1.

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

InMoment XI

NOVEMBER 7, 2024

Customer experience automation refers to automating interactions or touchpoints throughout the customer journey. Improved Personalization While some may believe that automating certain touchpoints creates a similar, stale experience for every customer, the opposite is true. What is Customer Experience Automation?

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

eglobalis

JULY 25, 2024

In contrast, European companies, including those in the UK, tend to focus more on product quality and regulatory compliance, sometimes at the expense of the customer experience. According to BCG, leading companies in the USA have adopted advanced digital tools and AI-driven insights to stay ahead of consumer expectations.

Customer Experience 490

Customer Experience Customer Centricity Innovation Culture 490

eglobalis

JULY 31, 2024

Customer Data Platforms (CDPs) CDPs such as Segment and companies as Oracle, SAS, Adobe, Tealium software’s collect and unify customer data from various sources to create a single, comprehensive customer view in many cases in real-time. Continuous Personalization Customers expect personalized interactions at every touchpoint.

Customer Experience 430

Customer Experience Social Media Analytics Chatbots 430

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. Let’s briefly discuss how it works. How Are They Used?

Survey 368

Survey Call Center Touchpoint Call Center Experience 368

InMoment XI

MAY 18, 2022

companies lose 50% of their customers every five years. Learning about key touchpoints is one of the best ways to become aware of problems as they arise. One of the most impactful methods to identify these moments and then reduce friction across your customer journey is InMoment’s Touchpoint Impact Mapping.

Customer Journeys 397

Customer Journeys How To Touchpoint Infographics 397

Lumoa

FEBRUARY 9, 2023

At the same time, it is also what most companies are missing. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. Brand experience is a very close concept to customer experience, except the latter, refers to how customers reflect on your company.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ECXO

DECEMBER 25, 2024

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. Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. This includes regular touchpoints with sales and support teams who interact with customers on the ground.

B2B 378

B2B Strategy Customer Experience Customer Journeys 378

InMoment XI

DECEMBER 6, 2024

Companies constantly seek ways to improve satisfaction, foster loyalty, and drive revenue, but delivering an exceptional customer experience is no small task. From managing customer touchpoints to implementing advanced tools and strategies, achieving the desired results requires significant expertise and resources.

Self Service 195

Self Service Customer Experience Resources Effort Score 195

ECXO

JUNE 11, 2023

It’s a strategic tool that helps B2B companies create meaningful difference in saturated markets. Investing in experience design is essential for any company looking to drive customer-led growth. How do customers experience your brand – across touchpoints? CX design is no longer just about aesthetics.

B2B 390

B2B B2C Touchpoint Customer Journeys 390