eglobalis

OCTOBER 14, 2024

While these were once essential for building a basic understanding of CX, they no longer offer the flexibility needed to handle the complexities and continuous evolution of modern businesses and customer expectations. For example, customer expectations in retail differ vastly from those in the healthcare or tech industries.

Customer Experience 447

Customer Experience Customer Journeys Case Study Innovation 447

ECXO

MARCH 11, 2025

Why CX Needs to Be Aligned with Business Strategy CX directly impacts revenue Companies with superior CX achieve higher customer lifetime value (CLV) , lower churn , and increased cross-sell and upsell opportunities. If you enjoyed this read, connect with me on LinkedIn !

B2B 311

B2B Strategy Customer Journeys Net Promoter Score 311

eglobalis

MARCH 24, 2025

Delta Air Lines maintained robust human support channels alongside AI chatbot deployments, explicitly responding to customer dissatisfaction with AI-only service options. This preference confirms that AI solutions alone remain insufficient for fully meeting nuanced customer expectations, emphasizing the ongoing necessity for human empathy.

Contact Center 326

Contact Center Virtual Agent Chatbots Banking 326

InMoment XI

APRIL 3, 2024

Your brand needs to deliver on all fronts in order to create a memorable experience for these customers. Customer Expectations First of all, customers want and are coming to rely on the digital experience. A well-designed digital experience can increase customer engagement and interaction with a brand.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

ShepHyken

MARCH 10, 2025

By understanding and improving both products and processes, companies can reduce churn and increase the likelihood of customers recommending the business to others. The rapid changes in technology mean that businesses must continually adapt to meet evolving customer expectations.

Customer Expectations 78

Customer Expectations Meeting Net Promoter Score Chatbots 78

InMoment XI

DECEMBER 18, 2024

Contact centers play a significant role in customer experience management. They provide a central platform for handling customer interactions across various channels. Customers expect quick and seamless support when they pick up the phone or type an email.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

eglobalis

JANUARY 7, 2025

Conclusion: Transforming B2B with Design Thinking Design Thinking is not just a methodology; its a mindset that drives innovation and customer-centricity in B2B environments. By following a structured, iterative processfrom empathy to implementationcompanies can develop solutions that not only meet but exceed customer expectations.

B2B 288

B2B Company Customer Journeys Innovation 288

InMoment XI

APRIL 3, 2025

CX as a Strategic Growth Engine Customer experience is no longer just a support functionit has evolved into a core business strategy that drives profitability, market differentiation, and long-term growth. CX is the future of business success.

Culture 195

Culture Social Media Loyalty Government 195

eglobalis

APRIL 6, 2025

In telecom, providers like Verizon and AT&T back their connectivity with SLAs and cybersecurity bundles, directly addressing client concerns about outages and data breaches. Customer Experience and Ease of Doing Business B2B buyers increasingly expect consumer-level simplicity and speed.

Contact Center 272

Contact Center B2B Competitive Advantage Self Service 272

ECXO

NOVEMBER 26, 2024

Join ECXO.org, the only open-access CX professional network connecting practitioners, leaders, companies and executives to shape the future of customer experience! This can be a huge asset in customer service, where issues need to be resolved quickly to maintain satisfaction. Spoiler alert—probably not.

Self Service 334

Self Service Culture Training Analytics 334

InMoment XI

OCTOBER 29, 2024

Customers are loyal to experiences that save their time, make them feel valued, and satisfy their needs. The following aspects contribute to experiences that drive loyalty: Consistency : Customers expect reliable service and product quality whenever they interact with your business. Meet customers where they are.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

DECEMBER 3, 2024

Stages of Customer Experience Maturity Investigate Initiate Mobilize Scale Embed CX maturity starts from a static phase of identifying the first steps and concludes with integrating strong CX practices. The framework encourages continuous evolution to adapt to shifts in customer expectations.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

ShepHyken

JANUARY 14, 2025

What role does storytelling play in creating memorable customer experiences? Why is meeting or exceeding customer expectations important in the hospitality industry? How do personal interactions complement technology in creating a seamless customer service experience?

Customer Experience 138

Customer Experience Hospitality How To Brands 138

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. There are various types of customer experiences in the insurance sector. They expect fast claims processing and personalized health management.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

ECXO

FEBRUARY 10, 2025

But to the customer, especially one in a rush, those five minutes feel like an agonizing eternity. If youre not aware of how time and perception shift based on customer expectations, youre setting yourself up for disappointment, negative reviews, and lost sales. Customer frustration is born from mismatched expectations.

Customer Experience 175

Customer Experience Self Service Social Media Customer Expectations 175

ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. B2B customers will notice that commitment.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

MAY 14, 2022

Over the past few decades, InMoment has collected and analyzed feedback from billions of customer experiences. So, Why Do Customers Choose Their Favorite Brands? It’s about how we see ourselves, what we aspire to, our connection with the brand, and our identity. is about so much more than a brilliant piece of jewelry.

Brands 370

Brands Retail Loyalty Competitive Advantage 370

Interactions

JANUARY 21, 2025

A modern approach to customer communications can help you transform crisis into connection, building customer trust and enhancing satisfaction. Heres how an Intelligent Virtual Agent (IVA) that blends technology with the human touch can deliver the personalized, caring support your customers crave when the next crisis hits.

Connections 62

Connections Self Service Poor Customer Service Virtual Agent 62

InMoment XI

NOVEMBER 7, 2024

Customer experience automation refers to automating interactions or touchpoints throughout the customer journey. Customer experience automation allows organizations to connect with customers in a relevant, timely, and personalized way without extra manual input. Why is Customer Experience Automation Important?

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

ECXO

DECEMBER 25, 2024

Companies that can master the balance between driving growth and fostering genuine, positive interactions with their customers are not just survivingthey’re thriving. 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

InMoment XI

DECEMBER 10, 2024

To see what this can look like in action, read this customer story to learn how this large Telecommunications organization parted with InMoment to identify the root cause of customer churn and identified $6 million in at-risk revenue ! Use surveys and social media monitoring to capture insights into customer experiences.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

eglobalis

MARCH 13, 2025

The message is clear investing in CX transformation isnt just a nicety, its a catalyst for revenue growth, customer loyalty, and competitive advantage. At the same time, B2B customer expectations have risen. Todays B2B buyers expect seamless, personalized experiences on par with their B2C consumer experiences.

Leadership 234

Leadership B2B B2C Net Promoter Score 234

Retently

OCTOBER 11, 2024

Table of contents Key Takeaways: What is Customer Support Quality Assurance? Medallia Agent Connect (former Stella Connect) 3. EvaluAgent Final Thoughts: Choosing the Right QA Tool When customer interactions lack consistency and quality, it can lead to dissatisfaction, lost loyalty, and even negative reviews. Loris AI 4.

Ecommerce 134

Ecommerce Retail Software Customer Service 134

InMoment XI

OCTOBER 25, 2024

Customers expect an empathetic reply to their feedback instead of something that feels automated. It’s important to deliver a consistently positive customer experience across all touchpoints. From the food quality to service and ambiance, each aspect of your restaurant should satisfy customer expectations.

Feedback 195

Feedback Management Social Media ROI 195

ECXO

OCTOBER 7, 2024

Step into the dynamic world of business where the stakes are high, and customer demands are ever-growing. As a Customer Experience (CX) leader, you hold the key to shaping extraordinary connections and driving meaningful change. 6. Continuous Improvement: The landscape of customer expectations is ever-evolving.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

ECXO

OCTOBER 30, 2024

In the context of customer experience, businesses must recognize that customers are not just faceless transactions; they are individuals with unique stories, desires, and aspirations. Engaging with customers on a personal level fosters loyalty and trust.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

InMoment XI

OCTOBER 17, 2024

Understanding customer expectations and behaviors is crucial to delivering consistent value and accomplishing key business metrics. In fact, 66% of customers expect companies to understand their needs. The responses to this question will help you understand if you’re targeting the right customers with your pricing model.

Feedback 195

Feedback Effort Score Survey Customers 195

ECXO

AUGUST 19, 2024

By testing different journey scenarios, businesses can identify the true paths customers take and optimize touchpoints, improving overall experience and alignment with customer expectations. Data Privacy and Compliance : Adhering to data privacy regulations while collecting and analyzing customer data can be complex.

Customer Journeys 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369

eglobalis

JULY 31, 2024

By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty. Similarly, the LATAM, NAM and EMEA, with their distinct market dynamics and customer expectations, are greatly benefiing from tailored MarTech strategies to enhance CX.

Customer Experience 428

Customer Experience Social Media Analytics Chatbots 428

eglobalis

SEPTEMBER 11, 2024

To start my article, I’d like to hear your thoughts: Do you believe that a strong connection between employee experience, empowerment, and innovation is crucial for generating truly innovative outcomes, or is there something more extraordinary required? I’d love to hear your thoughts—feel free to connect with me at Ricardo Saltz Gulko.

Innovation 444

Innovation e-support Culture Customer Centricity 444

Comm100

DECEMBER 16, 2024

This evolution isnt just about speedits about creating seamless, accessible, and consistent experiences for customers. But as automation becomes a cornerstone of customer service, a pressing question emerges: Is it possible to balance the efficiency of technology with the human connection that customers still crave?

Customer Service 130

Customer Service Self Service Chatbots Omni-Channel 130

Comm100

FEBRUARY 17, 2022

Only 10% of customers say that most brands are meeting their expectations for a “good experience”. However, 82% of marketers believe that they are meeting customer expectations. This focus on convenience is seen in the technology choices that consumers make when connecting with organizations. – Fast service

Meeting 244

Meeting Brands Customer Service Omni-Channel 244

InMoment XI

NOVEMBER 18, 2021

Both problems further complicate acquiring stock and providing the experiences that your customers expect. Taking action will help you not just make the best of this problem, but will also help protect your customer experience and to maintain the connective relationships you’ve worked so hard to create.

Customer Experience 362

Customer Experience Guidelines Course Brands 362

ECXO

JULY 1, 2024

Sky-rocketing customer experiences using the power of psychology Check out this amazing insight! 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. Consider Jung’s theory of collective unconscious.

Customer Experience 358

Customer Experience Culture Trends Social Media 358

CX Accelerator

AUGUST 19, 2019

what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets. And this is both as a whole, as well as within specific departments responsible for different parts of the customer journey.

Customer Journeys 345

Customer Journeys Telecommunications Metrics Touchpoint 345

eglobalis

AUGUST 13, 2024

This symbiotic relationship has led to a continuous evolution in technology, pushing the boundaries of what customers expect and experience. By fostering a cohesive and user-friendly ecosystem, Apple ensures that its customers remain deeply connected to the brand. Apple: Apple’s brand loyalty is legendary.

e-support 507

e-support Innovation Customer Centricity Loyalty 507