eglobalis

DECEMBER 11, 2024

Additionally, it discusses alternative measurement methods beyond traditional metrics and highlights global examples of companies excelling in CX experimentation. For example, an organization might experiment with response times on social media versus email to identify the most effective communication method.

Customer Journeys 342

Customer Journeys Effort Score Omni-Channel Social Media 342

eglobalis

OCTOBER 21, 2024

Companies must consider the manpower needed to ensure thoughtful, consistent responses—especially for those with a global presence, where language barriers and cultural nuances can further complicate interactions. Best practices often emphasize transparency and honesty in customer interactions.

Social Media 491

Social Media Feedback Engagement Company 491

ECXO

NOVEMBER 19, 2024

At its core, the saga teaches us about the importance of connection—both between characters and with the audience. For example, Johan, the dairy farmer managing 500 cows, needs efficient solutions for his milking parlor. Tailoring experiences to Johan’s needs, with personalized support, builds a deeper connection.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

eglobalis

JANUARY 13, 2025

Through real-world examples and practical strategies, well explore how businesses can leverage these tools to enhance customer and agent experiences. This article provides a comprehensive evaluation of AI-driven tools like Salesforces, offering global examples and practical lessons for businesses seeking to elevate service excellence.

Customer Experience 398

Customer Experience Marketing Chatbots e-support 398

ECXO

OCTOBER 27, 2024

Personalized training, interactive demos, and seamless onboarding processes all contribute to shortening TTV. For example, offering personalized content, proactively resolving potential issues, and recommending new services or upgrades can all contribute to increasing CLV. Optimizing the onboarding process is key to reducing TTV.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

C3Centricity

DECEMBER 10, 2024

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. Coresight Research ) Interactive content gets 2x more engagement than static content.

Trends 270

Trends Consumers Strategy Case Study 270

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. This helps make the customer real for teams who may not interact with buyers daily.

B2B 330

B2B Customer Journeys How To Effort Score 330

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! Unicorns Bring a Personal Touch These rare employees know how to connect with customers on a personal level. Spoiler alert—probably not.

Self Service 334

Self Service Culture Training Analytics 334

eglobalis

JANUARY 20, 2025

This article explores ten key drivers of B2B loyalty , offering actionable insights supported by real-world examples. Companies that excel in CX often establish a strong emotional and professional connection with their clients. For example, IBMs blockchain solutions enable real-time tracking of shipments, fostering trust with clients.

B2B 406

B2B Loyalty Loyalty Programs Innovation 406

eglobalis

FEBRUARY 3, 2025

As artificial intelligence (AI) continues to evolve , it is fundamentally reshaping how businesses interact with their customers, offering personalized, efficient, and predictive solutions. A prime example is the medical device giant Medtronic, which has a very sharp and well-oiled culture , but it is another topic.

B2B 371

B2B Customer Journeys Customer Experience Chatbots 371

eglobalis

FEBRUARY 13, 2025

Empathy has taken center stage in customer experience conversations for years, praised as the foundation for client trust and emotional connection. Example: Microsoft Azure. Example: Schneider Electric. Example: Slack. Example: Maersk Logistics. Example: Salesforce.

Analytics 279

Analytics Measurement Metrics Feedback 279

Experience Investigators by 360Connext

OCTOBER 11, 2024

Online chatbots can now manage many support interactions without the customer needing to call in if they don’t want to! For example, do you know how much it costs for each customer service request? Customer stories and their emotional journeys are especially powerful for connecting with leaders on a human level.

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. For example, light can behave as both a particle and a wave, depending on how it’s observed or measured.

Connections 334

Connections Customer Experience Social Media Analysis 334

InMoment XI

DECEMBER 9, 2024

Successful AI integration combines AI with Human Intelligence (HI) to ensure ethical, relevant, and brand-aligned interactions. Real-world example: Taco Bells voice AI drive-thru improves efficiency but keeps employees involved for complex tasks, blending AIs speed with human empathy. Balance technology with personal interaction.

Trends 195

Trends Self Service Roadmap Customer Centricity 195

eglobalis

JANUARY 7, 2025

This article provides a step-by-step guide to practically applying Design Thinking, detailed explanations of each step, insights into how B2B companies use it daily, and examples of real business cases. B2B Example: IBM leveraged empathy workshops with clients to redesign their cloud services.

B2B 277

B2B Company Customer Journeys Innovation 277

InMoment XI

DECEMBER 18, 2024

They provide a central platform for handling customer interactions across various channels. For example, a call transcription tool prevents the need to listen to lengthy recordings and provides quick insight into customer experiences. These positive results support seamless interactions that satisfy customer needs.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

InMoment XI

OCTOBER 29, 2024

Loyal customers help your business by: Purchasing your product or service repeatedly Recommending your brand to friends and family Boosting your engagement by interacting with you online Providing thoughtful customer feedback to help you improve The Importance of Customer Loyalty Customer loyalty is crucial to business growth and sustainability.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

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. What is Customer Experience Automation?

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

eglobalis

MARCH 4, 2025

Research from Gartner emphasizes that while AI can automate routine interactions, very few [self-service solutions] possess the capabilities to resolve customer issues fully, and some level of assisted service will always be needed. For example, OneReach.ai Startups often lead in cutting-edge AI adoption due to their agility.

Self Service 198

Self Service Strategy Contact Center Virtual Agent 198

InMoment XI

NOVEMBER 26, 2024

Customer journey maps may also be called customer interaction maps, customer corridors, or service blueprints. Improved Customer Experience All of these benefits connect to creating a customer experience that consistently meets or exceeds customer expectations. Each is tailored to specific goals and stages of the customer experience.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

eglobalis

OCTOBER 14, 2024

For example, customer expectations in retail differ vastly from those in the healthcare or tech industries. For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand. The same applies to B2B and B2C. Why is it not happening yet?

Customer Experience 435

Customer Experience Customer Journeys Case Study Innovation 435

InMoment XI

DECEMBER 10, 2024

The most straightforward example is when a customer decides to cancel their subscription. For example, a subscription that ends due to failure to update credit card details. For example, if they havent renewed their subscription or completed a survey in a while, they might be losing interest in your product.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

AWS Machine Learning

FEBRUARY 21, 2025

Through collaboration between AWS and DXC Technology, weve developed a scalable voice-to-voice (V2V) translation prototype that transforms how contact centers handle multi-lingual customer interactions. The example workflow consists of the following steps: The customer starts speaking in their own language, and speaks for 10 seconds.

Connections 102

Connections Contact Center e-support Call Recording 102

InMoment XI

OCTOBER 24, 2024

A customer engagement platform is a tool that allows businesses to interact with customers on different platforms, all in one place. Customer engagement platforms consolidate customer data into one location and provide tools to engage customers consistently and personally, regardless of how they interact with your business.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

Comm100

SEPTEMBER 26, 2023

71% of consumers expect companies to deliver personalized interactions, according to the latest McKinsey & Co. In today’s hyper-connected, personalized customer service isn’t just a isn’t just a nice-to-have; it’s a must. Sentiment Analysis is a great example of emotionally intelligent bot interaction.

Examples 232

Examples Chatbots Omni-Channel Customers 232

InMoment XI

NOVEMBER 22, 2024

For example, if a specific integration is in popular demand, implementing it can improve retention and satisfaction. Churn Rate Customers churn when they stop using or interacting with your SaaS product. For example, a recent change in your pricing model could explain the uptick in churn this quarter. It boosts revenue.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

AWS Machine Learning

OCTOBER 23, 2024

Built using Amazon Bedrock Knowledge Bases , Amazon Lex , and Amazon Connect , with WhatsApp as the channel, our solution provides users with a familiar and convenient interface. This feature simplifies the integration of domain-specific knowledge into conversational AI through native compatibility with Amazon Lex and Amazon Connect.

Connections 95

Connections Knowledge Base Resources Data 95

InMoment XI

OCTOBER 31, 2024

For example, an agent who consistently records low AHT might not be resolving all the customer’s issues. For example, if an agent spends 6 of 8 hours on calls, their utilization rate is 75%. You can measure AES by surveying agents on how much effort they have to put into customer interactions.

Call Center 195

Call Center Metrics Self Service Effort Score 195

InMoment XI

NOVEMBER 19, 2024

A popular example is a large language model (LLM) giving a fabricated answer to a prompt it fails to understand. An example would be responding with an anniversary message to a prompt asking for a birthday card. For example, responding with “ New York ” to a question about the French capital. What is an AI hallucination?

Healthcare 195

Healthcare Contact Center Training Financial 195

C3Centricity

DECEMBER 27, 2024

Definition in Context: While traditional personalization might include addressing consumers by their first name in an email, hyper-personalization extends to creating dynamic, one-to-one interactions based on purchase history, browsing behavior, and real-time context.

Consumers 156

Consumers Loyalty Brands Analytics 156

CSM Magazine

NOVEMBER 26, 2024

As expectations rise, companies are increasingly turning to advanced platforms like MarketOwl to harness AI for customer engagement and deliver seamless, personalized interactions across various channels. With these tools, businesses can connect proactively, better understand customer needs, and nurture meaningful relationships that last.

Interaction 52

Interaction Engagement e-support Chatbots 52

CSM Magazine

JANUARY 6, 2025

Lets take a closer look at how some of the best-known companies use empathy in their customer interactions. Their customer support philosophy revolves around creating genuine, human connections. Heres an example: A customer once called Zappos looking to return shoes for her mother, who had recently passed away.

Examples 52

Examples Case Study Study Training 52

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. To all of you celebrating Christmas and Hanukkah , we extend our warmest wishes for joy, connection, and peace.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

ShepHyken

JANUARY 14, 2025

How do personal interactions complement technology in creating a seamless customer service experience? How can AI be leveraged to provide personalized customer service interactions? A compelling brand story can help build a strong and emotional connection with customers.

Customer Experience 135

Customer Experience Hospitality How To Brands 135

InMoment XI

MARCH 14, 2025

When you find the pain points in customer interactions, you know where to focus on your quest to deliver better service, faster resolutions, and improved customer experiences. For example, if youre struggling with long wait times, then you either need your agents to process calls more quickly or you need more agents. But which is it?

Call Center 195

Call Center Metrics Tools First Call Resolution 195

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. For example, Google’s clean, straightforward interfaces are a testament to the power of simplicity in driving emotional adoption.

B2B 390

B2B Loyalty Connections Technology 390