eglobalis

FEBRUARY 3, 2025

We will delve into ten key areas where AI is transforming CX , provide examples of enterprise technology companies that have been using AI for over eight years, and offer practical insights on how your company can leverage these advancements. CRM, ERP, and marketing platforms) to create a 360-degree view of the customer.

B2B 371

B2B Customer Journeys Customer Experience Chatbots 371

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. If you prefer to listen rather than read: Marketing Deep Dives by Denyse Top 2025 Consumer Trends For CPG 1. The result?

Trends 270

Trends Consumers Strategy Case Study 270

InMoment XI

OCTOBER 29, 2024

For example, by selling the same product at a lower price, your competitor could convince your customer to try them out. For example, if your cafe offers free WiFi, you’ll attract many of these customers. Familiarity and nostalgia create a sense of connection that can strengthen customer relationships. Express gratitude.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

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. If you enjoyed the article, feel free to share it and connect with me here or follow me on LinkedIn.

B2B 406

B2B Loyalty Loyalty Programs Innovation 406

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

OCTOBER 25, 2024

They share their thoughts on social media platforms like Facebook or Instagram or through review platforms such as Yelp and Google reviews. Be Active on Social Media You can’t underestimate the importance of social media marketing for reputation management.

Feedback 195

Feedback Management Social Media ROI 195

InMoment XI

NOVEMBER 22, 2024

For example, if a specific integration is in popular demand, implementing it can improve retention and satisfaction. For example, a recent change in your pricing model could explain the uptick in churn this quarter. For example, if you start a month with 50 active users and end with 30, your retention rate would be 60%.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

InMoment XI

DECEMBER 5, 2024

The online space, especially in the form of social media and review sites, amplifies public opinion. For example, glowing online reviews will likely convince individuals to choose your member-first approach over traditional banking. For example, conflicting information about your hours or address can frustrate potential members.

Management 195

Management Social Media Financial Banking 195

InMoment XI

FEBRUARY 2, 2024

Social media can play a crucial role in your organization’s ability to manage and deliver more meaningful and integrated customer experiences. Hootsuite is one of today’s most widely used social media management platforms. What is Hootsuite? What is Hootsuite?

Social Media 221

Social Media Brands Management Analytics 221

InMoment XI

DECEMBER 18, 2024

For example, a call transcription tool prevents the need to listen to lengthy recordings and provides quick insight into customer experiences. Here are the key stages of a typical automation workflow: Data Collection and Integration The first step is to collect and connect customer data from various channels.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

InMoment XI

NOVEMBER 5, 2024

The mapping platform has been growing in popularity amongst businesses ever since the launch of Apple Business Connect. For example, it pulled reviews from sites like Yelp, FourSquare, and TripAdvisor. For example, inaccurate data from FourSquare could potentially affect Apple Maps users. Go to Apple Business Connect.

Connections 195

Connections Software Social Media Analysis 195

Retently

NOVEMBER 27, 2024

Leveraging Social Media and Influencer Marketing 8. Use multiple platforms – social media, email, PPC, and more – to create a seamless experience for shoppers, meeting them where they are. For example, streamlining fulfillment processes ensures on-time deliveries, which builds trust and reduces negative feedback.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

InMoment XI

OCTOBER 24, 2024

They integrate with apps, websites, and social media to provide a consistent customer experience across all channels. InMoment excels at offering a platform that connects customer data from every channel into one easily accessible location and offers consulting services from in-house industry experts. out of 5 stars.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

SurveySensum

OCTOBER 22, 2024

While browsing social media you become part of 5.17 of the world’s population who use social media on a daily basis. If you are in the same boat then let’s dive deep into how to leverage social media for feedback collection and what important social media survey questions to ask to gather relevant insights.

Social Media 52

Social Media Survey Customer Engagement Engagement 52

BirdEye

JANUARY 24, 2025

Today’s digital world makes social media marketing for hotels essential to their growth strategy. But it’s not just about showcasing your property; social media is now most travelers’ primary source of travel inspiration. It's about building real connections and driving strong social media engagement.

Social Media 52

Social Media Hotels Strategy Marketing 52

ECXO

DECEMBER 25, 2024

To all of you celebrating Christmas and Hanukkah , we extend our warmest wishes for joy, connection, and peace. Example Action: Use tools like customer journey mapping software or feedback surveys to visualize and refine key interactions. in-store, online, mobile apps, and social media).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

NOVEMBER 13, 2024

For example, a subscription that ends without renewal or communication from the subscriber. For example, you can send gift cards to at-risk customers after their next purchase. A good example of the importance of reducing customer churn comes from nib New Zealand. However, they haven’t attempted to renew it either.

Customer Retention 195

Customer Retention How To Analysis ROI 195

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 NPS 195

ECXO

MARCH 6, 2025

For example, top companies define a concise CX aspiration aligned to their brand promise such as being the easiest partner to do business with, or providing a truly consultative, trusted advisor relationship and ensure it ties directly to business objectives. This vision serves as a North Star that guides the entire program.

B2B 330

B2B Customer Journeys How To Effort Score 330

eglobalis

JULY 31, 2024

Eleven Key Technologies Enhancing Customer Experience Marketing Automation Platforms Marketing automation tools like Marketo and HubSpot streamline repetitive marketing tasks such as email campaigns, social media posting, and lead nurturing.

Customer Experience 414

Customer Experience Social Media Analytics Chatbots 414

InMoment XI

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. A classic example comes from Amazon.

Analytics 195

Analytics Examples Customer Experience Effort Score 195

PeopleMetrics

JANUARY 23, 2025

And while CX professionals and market researchers have always worked hard to connect metrics to actions, AI now makes that process faster, smarter, and more focused. How AI Pinpoints the Actions That Matter AI doesnt just give you datait connects the dots, helping you understand whats behind your scores and what to do about them.

NPS 118

NPS Effort Score Metrics e-support 118

InMoment XI

NOVEMBER 26, 2024

Improved Customer Experience All of these benefits connect to creating a customer experience that consistently meets or exceeds customer expectations. Example: A SaaS company creates a buyer’s journey map to understand how potential customers discover their product, research competitors, and make decisions.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

ECXO

OCTOBER 30, 2024

By understanding the emotional and psychological aspects of their customers, businesses can create deeper connections that extend beyond mere transactions. For example, using artificial intelligence to analyze customer behavior allows brands to predict needs and provide tailored recommendations.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

Experience Investigators by 360Connext

OCTOBER 5, 2021

It sometimes means starting small, but if you can find ways to connect with a few other change agents across the organization, that’s when things can build momentum. This can be a combination of observation and a more scientific approach of a features gap analysis, for example. 4 Ways to be a CX Change Agent at Your Organization.

Customer Journeys 367

Customer Journeys Social Media Contact Center How To 367

PeopleMetrics

JANUARY 30, 2025

Today, I want to revisit this evolution and explore how AI is reshaping VoC programsnot by replacing human connection, but by enabling deeper, more meaningful customer relationships. Turns out, customers were more honest on social media than they were in survey feedback channels.

Social Media 110

Social Media Telecommunications Hospitality Call Center 110

Lumoa

MARCH 9, 2023

The release of the “ How It’s Made ” videos is a perfect example of this. By understanding their customers’ needs and concerns, Lush is able to connect with them on a deeper level and create a loyal customer base that values the company’s commitment to ethical and sustainable practices.

Customer Experience 397

Customer Experience Social Media Customers Video 397

BirdEye

NOVEMBER 18, 2024

” These social media mantras sound simple, but the reality is that you’re spending countless hours staring at blank screens, struggling to create fresh content for multiple platforms. What if you could create a month’s worth of relevant posts in just a few hours while increasing your social media engagement rates?

Social Media 52

Social Media How To Guidelines Trends 52

Comm100

DECEMBER 16, 2024

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? For example, chatbots are a common tool in customer service automation. Automation also includes tools like ticketing systems.

Customer Service 130

Customer Service Self Service Chatbots Omni-Channel 130

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

GetFeedback

JANUARY 19, 2020

For example, a few hours after checking into my hotel, I got an email with this message. The most common way to listen is with surveys like those in the foregoing example. Surveys are an example of solicited feedback. Public comments on social media sites like Twitter, Facebook, LinkedIn, and review sites.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

ECXO

FEBRUARY 10, 2025

One well-known example is confirmation bias, where people seek out and interpret information that aligns with their pre-existing beliefs while ignoring contradictory evidence. One of the most famous examples is Akira Kurosawas Rashomon, a film where four people witness the same crime but recount completely different versions of what happened.

Customer Experience 168

Customer Experience Self Service Social Media Customer Expectations 168

Experience Investigators by 360Connext

JULY 20, 2021

Let’s look at a common example scenario: First, it starts with an idea: customers are important! Customers often share feedback in user forums, review sites, and social media. For example, a customer may share feedback about a new car on the dealership site, not the automaker’s site. She is still waiting.

Customer Journeys 361

Customer Journeys Social Media Contact Center Survey 361

InMoment XI

OCTOBER 17, 2024

Customer Feedback Questionnaire Examples In this section, we will look at examples of good questions to include in your customer feedback questionnaire to capture relevant and useful information. Customers discover your business through various channels, from their colleagues to social media posts.

Feedback 195

Feedback Effort Score Survey Customers 195

Comm100

OCTOBER 31, 2024

Conversational marketing enables you to cultivate trust and build a strong connection with the intended audience. So, they may reach out to you when exploring your website or relevant social media platforms for their inquiries.

Marketing 130

Marketing Chatbots Social Media e-support 130

InMoment XI

OCTOBER 19, 2021

But also in a broader way to be able to connect unstructured and structured data sources to generate insights from within one platform. We sometimes ask questions the customer may or may not know the answer to—for example, did we resolve your issue today? We have agents on the phone, email, live chat, and social media messaging.

Analytics 370

Analytics Data Customer Experience Social Media 370

ECXO

OCTOBER 23, 2024

For example, a retail organization can use AI to send personalized product suggestions based on a customer’s previous purchases or browsing history. Sentiment analysis algorithms can process vast amounts of customer feedback from multiple sources, such as social media platforms, online reviews, and surveys.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207