eglobalis

OCTOBER 9, 2024

Clayton Christensen old quote: “Customers don’t buy products; they hire them to do a job.” – This quote from the father of “disruptive innovation” highlights the idea that customers’ needs are more about solving a problem or fulfilling a job rather than just wanting specific features.

Feedback 441

Feedback ROI Innovation B2B 441

eglobalis

NOVEMBER 19, 2024

From healthcare breakthroughs to cutting-edge industrial systems, algorithmic experimentation empowers organizations to test, iterate, and refine their approaches rapidly, driving faster innovation and reduced risk. AI and algorithmic models are reshaping how organizations tackle challenges, innovate, and create impact.

B2B 451

B2B Healthcare Innovation System 451

eglobalis

OCTOBER 14, 2024

The static nature of the pillars does not account for the different challenges companies face in various industries and regions. For example, customer expectations in retail differ vastly from those in the healthcare or tech industries. The same applies to B2B and B2C.

Customer Experience 345

Customer Experience Customer Journeys Case Study Innovation 345

TechSee

AUGUST 10, 2023

With over 30 million interactions logged annually, TechSee has greater than 1,000 customers and is used by industry leaders including 5 of the top 10 global telecom companies, 2 of the top 3 U.S. As a solution that is natively integrated with Amazon Connect, there are no integration costs for customers to deploy. and Madrid.

Connections 206

Connections Contact Center Average Handle Time First Call Resolution 206

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. industries in 2013.). Profit and growth are stimulated primarily by customer loyalty. Change How You Account for Customer Service.

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

eglobalis

DECEMBER 11, 2024

Siemens (Germany): Siemens employs A/B testing and multivariate testing to refine its industrial automation solutions. North America General Electric (USA): GE uses comprehensive experimentation strategies to optimize its industrial products and services. Lets connect, and share your insights!

Customer Journeys 288

Customer Journeys Effort Score Omni-Channel Social Media 288

ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? Design of Work Experience and is a luminary in organizational excellence.

Culture 156

Culture Connections Contact Center Leadership 156

eglobalis

NOVEMBER 12, 2024

Develop a Deep Understanding of Client Needs Moving beyond surface-level engagement requires a nuanced understanding of the client’s industry, market pressures, and specific pain points. If you enjoyed this practical article and would like to stay connected, feel free to connect with me on LinkedIn.

Customer Centricity 434

Customer Centricity Strategy B2B Feedback 434

eglobalis

OCTOBER 30, 2024

The Current Landscape AI in the Workplace AI technologies are now integral across virtually every industry. Employee Experience: A Growing Priority Enhancing the employee experience is crucial for attracting and retaining top talent, fostering innovation and driving organizational success.

Employee Experience 386

Employee Experience Customer Experience Employee Engagement Telecommunications 386

C3Centricity

JUNE 8, 2020

After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. However, it can learn a lot from consumer packaged goods (FMCG/CPG), as I shared with industry experts at a Faculty Day of one of the leading hospitality schools in Switzerland. The title of this week’s post might surprise you.

Hospitality 271

Hospitality Customer Centricity Hotels How To 271

ECXO

JULY 16, 2024

Boosted Creativity and Innovation: Creativity and innovative thinking are often born from a well-rested mind. Sleep facilitates the brain’s ability to connect disparate ideas and think outside the box. Enhanced Innovation and Creativity: Sleep fosters a state of mind conducive to creativity and innovation.

Customer Experience 348

Customer Experience Policies Culture Innovation 348

InMoment XI

DECEMBER 1, 2022

This allows businesses to prioritize their focus on high-emotion, high-impact areas and connect with their most valued customers. Experience Improvement is made possible through our industry-leading Experience Intelligence XI technology and our in-house Experience Improvement (XI) services teams. Industry Dominance.

Self Service 370

Self Service Analytics ROI Automotive 370

Experience Investigators by 360Connext

OCTOBER 24, 2023

The discussion in this episode delves into these innovative strategies, exploring how they’re changing the way customers shop. We also turn our spotlight on Lumin Fitness, a pioneering player in the fitness industry that’s breaking boundaries with its AI gyms and virtual trainers.

Retail 270

Retail Connections Innovation Loyalty 270

Lumoa

MARCH 8, 2023

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. Addressing Customer Feedback Is Crucial Telcos, like many companies across industries, face the common problem of having multiple channels for collecting customer feedback.

Industry 195

Industry Customer Centricity Telecommunications Feedback 195

InMoment XI

JUNE 28, 2022

Now, more than ever, it’s vital to monitor, manage, and respond to online reviews from customers in order to accelerate new customer acquisition and improve customer retention—all while driving more authentic connections with customers. They include: Survey: The industry’s first WCAG 2.0 Read more here!

Analytics 74

Analytics Feedback Report Industry 74

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

Uniphore

DECEMBER 21, 2021

The momentum we’ve gained over the past several months (and years) has positioned us as the foremost leader and innovator in our industry. Received the 2021 Frost & Sullivan Global Technology Innovation Leadership Award in Conversational Automation. Today we are more robust than ever before. Continued meetings with the U.S.-India

Insurance 49

Insurance Innovation Leadership Government 49

Lumoa

JANUARY 9, 2018

There is no doubt that across most industries, the end-to-end CX has improved over the last twenty years. Much of the improvement has been driven by advancements in product innovation and digital technology. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

ijgolding

APRIL 9, 2020

A tool that integrates with your CRM in order to follow through on every single insight and align them to business metrics while validating the conclusions with real customer feedback – how is that for innovation? Chief Innovation & Business Solutions Officer at Prodware Group. All-in-one CX solution. Prodware Group.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

ECXO

JUNE 3, 2024

Putting it all together Now, let’s connect habituation and heuristics to the search for easy solutions. Here are a few points to illustrate this connection: Efficiency in Problem-Solving: It allows us to become more efficient by reducing the mental effort required to address familiar problems.

Gamification 332

Gamification Innovation Infographics Resources 332

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 leads to innovation and better experiences for customers. . Maybe you’re not sure where to start because of your title or job description.

Customer Journeys 367

Customer Journeys Social Media Contact Center How To 367

Comm100

DECEMBER 2, 2021

In 2021, evolving customer experience trends shook up the financial services industry. Customers demanded digital services to meet their needs, and as organizations rose to the demand, these high customer expectations led to innovative new services. As we look ahead, 2022 promises, even more changes for the financial services industry.

Financial 244

Financial Trends Customer Experience Omni-Channel 244

Totango

MAY 17, 2024

CS professionals have a choice: Embrace AI and harness its potential to drive innovation and growth, or remain hesitant and risk falling behind in a rapidly evolving landscape. Connect engagement to communications Record your calls! Nearly 30% are not using AI at all, but they’re excited about new ideas for usage.

Innovation 98

Innovation Call Recording Conference Tools 98

InMoment XI

AUGUST 3, 2023

By tapping into unstructured data sources, businesses can elevate their customer experience strategies, customer experience research , improve personalized interactions, and create more meaningful connections with their target audience, ultimately gaining a competitive edge in today’s data-driven marketplace.

Analytics 366

Analytics Customer Insights Data Social Media 366

ECXO

AUGUST 9, 2023

As Accenture explains on its Cloud Services page – businesses must focus beyond simply “getting there” to “getting value” and then “operating in the Cloud Continuum to unlock the next level of innovation’. Clients are also seeking allies for advice on consumer, business, industry and market dynamics. We live in tough times.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

Experience Investigators by 360Connext

DECEMBER 15, 2023

Connect the employee experience to the customer experience in big ways. See how fun it is to connect the CX dots? Connect hiring to customer experience early and create ways to encourage your superstars to refer others like them. Show what’s happening beyond your industry.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

eglobalis

NOVEMBER 26, 2024

While the concept may seem universally applicable, its implementation varies significantly depending on the region, company maturity, and industry focus. Let’s connect, and share your insights! These disparities create challenges for businesses trying to establish a consistent, empathy-driven approach globally.

B2B 406

B2B B2C Culture Net Promoter Score 406

Experience Investigators by 360Connext

DECEMBER 14, 2021

There were more air rage incidents this year than in any year since the airline industry started recording these types of situations, for example. Share the wins throughout the organization so employees can connect the way their everyday actions impact the customer. . What innovations or ideas do you think we’ll see in the new year?

Customer Experience 372

Customer Experience Customer Journeys Airlines Customer Service Representative 372

BirdEye

SEPTEMBER 20, 2024

With features like omnichannel signals, sentiment analysis , industry benchmarking, and smart AI recommendations, businesses can measure their brand health, track customer sentiment, and compare performance across locations. Watch the free demo now. Later, Sherwin Wu, Head of Engineering at OpenAI, sat down with Birdeye CMO Deepak Bahree.

Innovation 105

Innovation Social Media Multi-Channel Metrics 105

Experience Investigators by 360Connext

JUNE 8, 2021

Look for customer experience trends across all industries. Almost without exception, most leaders tell me their industry is “unique.”. But there are absolutely trends you can apply to almost every industry. Don’t ignore something because it doesn’t apply to your industry, because eventually it will!

Customer Journeys 271

Customer Journeys Healthcare How To Video 271

InMoment XI

MARCH 20, 2024

In the midst of a financial industry crisis, Metro Bank emerged in 2010 with a bold vision—to create fans, not just customers. They envisioned a landscape where exceptional customer service, inviting environments, and a commitment to personal connections prevailed over the conventional transactional approach.

Customer Centricity 195

Customer Centricity Net Promoter Score Banking Effort Score 195

Comm100

APRIL 26, 2022

When calculating customer satisfaction across major industries in 6 countries, government is the bottom-performing industry in each country. Connect to citizens on their terms with live chat. Omnichannel customer service connects every digital channel into one integrated, scalable and high-security platform.

Government 245

Government Omni-Channel Wait Times Software 245

InMoment XI

FEBRUARY 2, 2024

On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond. This isn’t just in industries like tech or finserv—this tech is breaching every market.

Hospitality 195

Hospitality Call Center Retail NPS 195

AWS Machine Learning

APRIL 11, 2024

AWS was delighted to present to and connect with over 18,000 in-person and 267,000 virtual attendees at NVIDIA GTC, a global artificial intelligence (AI) conference that took place March 2024 in San Jose, California, returning to a hybrid, in-person experience for the first time since 2019.

Innovation 113

Innovation Resources Entertainment Sports 113

InMoment XI

NOVEMBER 30, 2023

When your brand identity is cohesive and mirrors the values that matter most to your business, it becomes a powerful tool for connecting with consumers on a deeper level. Doing this will help you foster a community around your brand, where customers feel heard, valued, and connected.

Brands 284

Brands Management Multi-Channel Social Media 284

InMoment XI

JULY 7, 2022

In addition, a company with strong leadership, good financial performance, and excellent innovation will also have brand quality—ultimately creating more brand equity. The same can be said for any brand in any industry. Customer Preference. They simply have a preference for it—as well as more trust and experience with the brand.

Brands 369

Brands How To ROI Social Media 369

IntouchInsight

DECEMBER 19, 2024

As 2024 comes to a close, its clear that this year brought significant changes to the restaurant and convenience store industries. From innovative technology to strategic shifts, brands have been redefining how they connect with their customers.

Trends 156

Trends Innovation Meeting Connections 156