eglobalis

OCTOBER 14, 2024

Through AI-driven simulations and real-time feedback, professionals can practice customer interactions, test strategies, and improve their problem-solving abilities, similar to simulations with real cases. My Take: ECXO’s approach is innovative and practical, led by people who actively help B2B and B2C companies.

Customer Experience 454

Customer Experience Customer Journeys Case Study Innovation 454

eglobalis

DECEMBER 11, 2024

Benefits of Experimentation in CX Programs Omnichannel Service Optimization Experimentation enables businesses to fine-tune their omnichannel strategies by testing different approaches to customer interactions across various channels. Employee Training and Engagement Employee interactions are pivotal to customer experience.

Customer Journeys 363

Customer Journeys Effort Score Omni-Channel Social Media 363

eglobalis

JANUARY 20, 2025

Companies that excel in CX often establish a strong emotional and professional connection with their clients. For instance, Accentures research shows that 48% of B2B buyers prefer suppliers who provide personalized interactions tailored to their unique needs.

B2B 427

B2B Loyalty Loyalty Programs Innovation 427

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? Finally, we will examine mini case studies of three B2B companies.

Innovation 451

Innovation e-support Culture Customer Centricity 451

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. Sources BCG.

Social Media 505

Social Media Feedback Engagement Company 505

ECXO

NOVEMBER 26, 2024

These are the people who can seemingly do it all—close deals, resolve customer issues, inspire their team, innovate on the fly, and still have time to meet impossible deadlines. Join ECXO.org, the only open-access CX professional network connecting practitioners, leaders, companies and executives to shape the future of customer experience!

Self Service 334

Self Service Culture Training Analytics 334

eglobalis

JANUARY 13, 2025

The systems automation capabilities ensured that cases were automatically categorized and assigned to the appropriate teams, freeing up agents to focus on critical customer interactions. To implement effective chatbot solutions, companies must ensure proper training of the AI using diverse datasets that reflect real customer interactions.

Customer Experience 417

Customer Experience Marketing Chatbots e-support 417

C3Centricity

DECEMBER 10, 2024

Each trend signals a shift in consumer priorities, urging brands to adopt innovative approaches to thrive. Ultra Personalisation to Connect at a More Granular Level Ultra personalisation has evolved from a competitive advantage to an expectation. Coresight Research ) Interactive content gets 2x more engagement than static content.

Trends 270

Trends Consumers Strategy Case Study 270

eglobalis

JANUARY 7, 2025

For B2B companies, this methodology can bridge the gap between customer needs and business objectives, leading to innovation in services, products, and experiences. This collaborative effort led to innovative features like enterprise-specific collaboration tools and tailored user experiences for different industries.

B2B 294

B2B Company Customer Journeys Innovation 294

eglobalis

MARCH 24, 2025

Limited Memory in Extended Interactions Most AI agents lack adequate long-term memory capabilities, significantly impacting their ability to manage extended customer interactions effectively and personalized in some companies. If you enjoyed the read, please share it and connect or follow me on LinkedIn here !

Contact Center 333

Contact Center Virtual Agent Chatbots Banking 333

InMoment XI

DECEMBER 9, 2024

Successful AI integration combines AI with Human Intelligence (HI) to ensure ethical, relevant, and brand-aligned interactions. Key takeaway: Thoughtful AI integration, with human oversight, augments customer connections rather than replacing them. Balance technology with personal interaction.

Trends 195

Trends Self Service Roadmap Customer Centricity 195

eglobalis

MARCH 30, 2025

Meanwhile, customers now interact with brands constantly through digital channels, generating a wealth of real-time signals. The goal: a comprehensive analysis of whether these innovations can truly supplant old-school surveys, and what that means for the future of customer experience management. Fifth Third Bank, a U.S.

Survey 326

Survey Banking NPS Effort Score 326

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. Japan: Hitachi Hitachi has been leveraging AI in its social innovation business since 2013.

B2B 391

B2B Customer Journeys Customer Experience Chatbots 391

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. Such leaps often require bold, innovative thinking, and a deep understanding of customer needs and expectations.

Connections 334

Connections Customer Experience Social Media Analysis 334

eglobalis

APRIL 6, 2025

It must transcend product features to incorporate dimensions like risk mitigation, long-term partnerships, innovation, and tailored support. 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.

Contact Center 275

Contact Center B2B Competitive Advantage Self Service 275

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. In practice, the most effective customer experiences blend cutting-edge AI with timely human support.

Self Service 199

Self Service Strategy Contact Center Virtual Agent 199

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 339

B2B Customer Journeys How To Effort Score 339

Comm100

FEBRUARY 12, 2025

Since moving to Comm100, they have managed to streamline intake processes, reduce missed opportunities, and ensure consistency in client interactions. Conclusion At Comm100, we dont just deliver software; we partner with organizations to fuel growth, innovation, and exceptional customer experiences.

Connections 130

Connections Roadmap Chatbots Trends 130

AWS Machine Learning

MARCH 18, 2025

As Amazon CEO Andy Jassy recently shared , One of the most exciting innovations weve introduced is SageMaker HyperPod. This innovation is widely adopted, with most SageMaker AI customers relying on HyperPod for their demanding training needs. These inefficiencies delay AI innovation and drive up costs.

Innovation 112

Innovation Training Resources Healthcare 112

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 93

Connections Knowledge Base Resources Data 93

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. By embedding measurable outcomes into every customer interaction, organizations can move beyond sentiment and deliver meaningful, lasting value.

Analytics 294

Analytics Measurement Metrics Feedback 294

Comm100

DECEMBER 12, 2023

We’ll explore how Generative AI is changing the very fabric of customer interactions, while balancing this automation with emotional intelligence. Built on advanced machine learning models (LMs) like GPT and with vast datasets, Generative AI bots can hold dynamic, human-like conversations in every interaction.

Trends 245

Trends Innovation Customer Service Omni-Channel 245

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. A company that ignores these expectations risks becoming irrelevant, no matter how competitive its pricing or how innovative its product offerings may be.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

ECXO

OCTOBER 23, 2024

This valuable information enables organizations to tailor their offerings and interactions in a highly personalized manner, truly understanding and addressing the unique needs of each customer. Zappos : Zappos uses AI to analyze customer interactions and gauge emotions in real time, helping agents adapt their responses.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

ECXO

OCTOBER 7, 2024

As a Customer Experience (CX) leader, you hold the key to shaping extraordinary connections and driving meaningful change. Imagine waking up each day with the power to transform ordinary interactions into unforgettable experiences that leave a lasting impact on every customer. Empowerment lies at the core of your leadership.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

Very Best Service

DECEMBER 3, 2024

Revolutionising Customer Service: A Deep Dive into Recent Innovations Customer service has evolved significantly in recent years, driven by technological advancements and changing consumer expectations. This blog post explores some of the most innovative customer service practices that have emerged in recent times.

Innovation 59

Innovation Customer Service Social Media Customer Service Representative 59

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. Theres no waiting in silence, which is even more important in non-face-to-face conversations (such as contact center interactions).

Connections 97

Connections Contact Center e-support Call Recording 97

Experience Investigators by 360Connext

NOVEMBER 5, 2024

Through examples across industries, they highlight proactive messaging strategies that build trust, even amid challenges like credit card fraud, and explore how acknowledging customers’ past interactions can lead to a more connected and resilient experience.

Banking 143

Banking Customer Centricity Culture Communication 143

ECXO

OCTOBER 14, 2024

Keep up the great work, and continue to innovate and refine the approach. Remember, customer-centricity is not a destination but a path that leads to deeper connections, enhanced loyalty, and a thriving business ecosystem. Customer-centric organizations prioritize customer needs and feedback in their innovation processes.

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

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.

Connections 206

Connections Contact Center Average Handle Time First Call Resolution 206

eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. To ensure smooth collaboration between Sales and CX, the customer journey map can include feedback loops where Sales reports customer interactions and pain points directly to CX.

Customer Journeys 450

Customer Journeys Culture Leadership Effort Score 450

CSM Magazine

OCTOBER 21, 2024

This article explores how the Philippines is leading the way in customer experience innovation. AI-powered tools such as chatbots, voice recognition, and machine learning algorithms are being integrated into call centre operations, allowing for more efficient and personalised interactions.

Innovation 52

Innovation Customer Experience Omni-Channel Social Media 52

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

ECXO

APRIL 7, 2024

It is a symphony of interactions that a customer has with a business, a vivid tapestry woven from the threads of every touchpoint, every communication, and every solution used. Innovation, spurred by creativity, ensures that businesses do not stagnate. They inspire loyalty, admiration, and respect.

Innovation 334

Innovation Connections Analytics Touchpoint 334

Comm100

DECEMBER 8, 2024

AI chatbots are making this a reality, revolutionizing how students interact with their schools. Higher ed chatbots are reshaping the student experience, offering real-time support, streamlining processes, and opening doors to a more connected and engaging approach to education.

Chatbots 130

Chatbots Financial System Course 130

AWS Machine Learning

NOVEMBER 22, 2024

Thomson Reuters transforms the way professionals work by delivering innovative tech and GenAI powered by trusted expertise and industry-leading insights. Dentsu Creative is a global creative agency network designed to create meaningful connection between brands and consumers. “We

Knowledge Base 120

Knowledge Base Chatbots Innovation Travel 120