ECXO

MARCH 6, 2025

Companies that have embraced customer experience as a strategic priority have reaped rewards like stronger loyalty, more repeat business, and even higher employee engagement. B2B relationships often involve relatively smaller numbers of clients compared to B2C, but each client can be deeply engaged.

B2B 339

B2B Customer Journeys How To Effort Score 339

Comm100

MARCH 30, 2021

What is omnichannel customer engagement? Omnichannel customer engagement connects all the key digital channels together. Recommended for you: What Does ‘Omnichannel Customer Engagement’ Mean? Recommended for you: Top 7 Customer Service Complaints & How Omnichannel Customer Engagement Can Resolve Them. Sign Up Free.

Omni-Channel 264

Omni-Channel Customer Engagement Engagement Social Media 264

Experience Investigators by 360Connext

OCTOBER 2, 2024

For those who need CX support, there is a key resource available: Customer experience consultants. The Limitations of In-House CX Efforts We see organizations face a common set of challenges before they engage us to shape their CX efforts. A few ways that CX consultants can help include: Goals. Measurement.

Consulting 143

Consulting Customer Experience Customer Journeys Leadership 143

eglobalis

OCTOBER 14, 2024

This individualized approach helps learners engage more deeply and apply what they’ve learned to real-world problems. Bain offers CX consulting and training services heavily centered on NPS and customer feedback systems.

Customer Experience 444

Customer Experience Customer Journeys Case Study Innovation 444

InMoment XI

OCTOBER 23, 2024

Modern bank branches are transforming into consultation hubs. Adopt a consultative approach. Unlike traditional banks that simply offer products, you can stand out by offering consultation as well. Regular communication helps build trust and keeps customers engaged with your services.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

SEPTEMBER 28, 2022

My name is Len Ferman and I am a senior consultant at InMoment. The distinguishing feature of qualitative research is that a trained interviewer is interacting live with an engaged respondent. At InMoment, our consultants are available to perform these three types of human-led services.

Customer Journeys 418

Customer Journeys Customer Experience Exercises Consulting 418

InMoment XI

JANUARY 18, 2023

The XI Café Podcast was created so that CX program owners around the world could join the conversation and learn from global businesses and industry experts about the latest experience improvement innovations in technology and research services, industry and market expertise, and customer (CX) and employee (EX) engagement best practices.

Voice of Customer 370

Voice of Customer Consulting Video Innovation 370

eglobalis

MARCH 30, 2025

A sudden drop in user engagement or a surge in support contacts can flag an issue immediately. The result is a shift in CX management: from retrospective score-watching to proactive, data-driven engagement. SAP historically tracked NPS among its client base, but found it insufficient for understanding complex, long-term engagements.

Survey 312

Survey Banking NPS Effort Score 312

eglobalis

DECEMBER 4, 2024

Thoughtful content fosters credibility and maintains their engagement. When dissenting opinions were voiced, the response highlighted a reluctance to engage in meaningful dialogue, framing disagreement as personal animosity. In 2024, a bold and controversial claim suggested that customer experience (CX) would become irrelevant by 2030.

B2B 414

B2B Culture Government Innovation 414

ECXO

APRIL 14, 2023

ECXO Executives sessions1 In partnership with SAS, the European Customer Experience Organization (ECXO) presents Reframing the B2B Engagement Journey. Digital and Human engagement are where your company experience starts; let’s learn from the best companies how to do that right with your company flavor.

B2B 156

B2B Engagement Consulting Culture 156

C3Centricity

FEBRUARY 8, 2025

By tapping into this human desire, Spotifys campaign led to over 30 billion streams , showcasing the power of customer insights in driving engagement and brand loyalty.

Innovation 156

Innovation Leadership Customer Insights Report 156

ECXO

APRIL 21, 2023

Formato convencional24 In partnership with SAS , the European Customer Experience Organization (ECXO) presents Reframing the B2B Engagement Journey. Digital and Human engagement are where your company experience starts; let’s learn from the best companies how to do that right with your company flavor. -How

B2B 156

B2B Engagement B2C Customer Experience 156

ECXO

DECEMBER 4, 2024

These distinctions arise from the inherent characteristics of their business models, the nature of their offerings, and the way they engage with end consumers. In SaaS, customer success often focuses on proactive engagement, usage analytics, and ensuring customers extract maximum value from their subscription-based services.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

InMoment XI

OCTOBER 5, 2022

And when employees are fully engaged and satisfied with their job, it shows. The question is, then, “What is the critical element to helping employees engage in their work?” It’s called motivation, and you can’t have engagement without it. It’s called motivation, and you can’t have engagement without it.

How To 370

How To Feedback Customer Centricity Strategy 370

InMoment XI

DECEMBER 13, 2021

By focusing on stakeholder engagement and journey mapping, businesses can become more proactive about utilizing their research. Modern market research combines marketing science and research consultancy to make the most out of data. How InMoment’s Approach Enables Action. What Modern Market Research Strategy Looks Like.

Analytics 370

Analytics Data Marketing Customer Journeys 370

CloudCherry

MARCH 8, 2019

She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie is currently the CEO/Founder of 360Connext, a global Customer Experience consulting firm. It soon became a bestseller and has been translated into eight languages. Jeannie Walters. Lynn Baker.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

C3Centricity

JUNE 8, 2020

While I agree with the importance of relationships, I believe that what we should be talking about is engagement. Brands that have a high following and loyalty, have found a way to consistently engage their fans and keep them coming back. Brand #Marketing #Engagement Click To Tweet. Build Relationships with Strangers.

Hospitality 307

Hospitality Customer Centricity Hotels How To 307

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. It’s too easy to overlook the employee engagement and try to deploy CX outside of an holistic organisational approach. Read the full answers here below.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. Jeannie Walters TEDx Speaker, Customer Experience Expert, Trainer, Consultant, Podcaster. Sue Duris Customer Experience and Digital Marketing Consultant. Why did you give that score?

System 317

System Effort Score NPS Net Promoter Score 317

InMoment XI

MAY 18, 2022

For our post-opportunity listening post, we’ve found that interviews are the most effective way to engage buyers. Here’s what we’re doing and why we think it is successful. Building Human Connections. And the intelligence we glean from these “buyer interviews” is impactful across teams.

B2B 370

B2B Company Roadmap Sales 370

GetFeedback

JANUARY 28, 2020

It’s no doubt that you are using social media to engage with your customers. Customer retention is the process of engaging existing customers to continue doing business with you and stop switching to your competitor. Social media releases new features and technologies that allow marketers to engage and retain customers easily.

Social Media 322

Social Media Customer Retention Strategy Video 322

CX Accelerator

JUNE 8, 2020

Engage team members, showing them the critical role they play in helping to improve the customer experience. When frontline employees navigate difficult customer issues, their engagement will increase when they see leadership addressing some of the problems they share. Use your product. Interact with the chatbot on your website.

Survey 345

Survey Social Media Contact Center Call Recording 345

ECXO

JUNE 11, 2024

A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko As we have explored, AI is fundamentally transforming the employee experience, touching every aspect from recruitment and onboarding to learning, development, and day-to-day engagement.

Employee Experience 334

Employee Experience Analysis Multi-Channel Employee Engagement 334

BirdEye

MARCH 3, 2025

When engaged and informed, patients are more likely to take control of their well-being, follow treatment plans, and communicate effectively with their healthcare providers. That’s why effective patient engagement tools are crucial.

Healthcare 52

Healthcare Tools Engagement Social Media 52

Zeisler Consulting

NOVEMBER 12, 2024

That said, a professional networker (or one of those consultants to consultants) would likely say, along the lines of good vibes and karma, that it’s better to go into situations like that more with a sense of giving than receiving. But when I engage them, I want them to know how much I’m invested in their success as a business.

Consulting 72

Consulting Course Connections Engagement 72

ijgolding

APRIL 9, 2020

CEMantica is a customer-centric company that helps you build a memorable connection with your customers engaging them with your brand. With over +20 years of experience in customer engagement technology implementations and customer experience consulting, Eytan is driving the international CX practice of Prodware worldwide.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

Kayako

MAY 30, 2017

But you don’t have to accept that,” says author and consultant Steven van Belleghem, in this talk What If Customers Became Friends? The first is a pyramid with your company’s core values at the base, going up to your ability to engage with guests and fellow employees, solve problems, and deliver great customer service.

Loyalty Programs 184

Loyalty Programs e-support Self Service Video 184

GetFeedback

FEBRUARY 15, 2019

Furthermore, a Harvard Business Review study concluded that emotionally engaged customers are three times more likely to purchase another product from your company, and three times more likely to recommend your company. Customer experience strategies will result in nothing without engaged and invested employees. About the guest author.

Strategy 322

Strategy Customer Experience Net Promoter Score Social Media 322

InMoment XI

NOVEMBER 16, 2021

I’ve been looking back over my 20+ years of various research consulting roles and during that time, I’ve continuously fielded questions from clients and others within the industry. Is the Subject Line of the Email Engaging to the Customer? If it’s not engaging, the customer won’t open the invitation email.

Survey 370

Survey Automotive Comparison Hotels 370

ECXO

APRIL 24, 2024

Ecosystem and Integration Strong Ecosystem: SAP, Oracle, and Salesforce have built extensive ecosystems around their software, including partners, developers, and consultants. This flexibility is crucial for large organizations with unique processes and requirements.

ROI 317

ROI B2B Software System 317

Kerry Bodine

APRIL 25, 2019

As our project manager, she’s working both with clients and behind the scenes to streamline our processes and communications — and, of course, create effective, easy, and enjoyable client experiences across all of our speaking and consulting engagements.

Consulting 229

Consulting Video Course System 229

GetFeedback

JUNE 12, 2019

This means any type of engagement a customer has with your company, whether it be on your website, via social, on the phone, in person, etc. And often, we are so upset that we tell our friends, family, and colleagues; we write poor reviews online and, most likely, will stop engaging with that brand.

User Experience 329

User Experience Customer Experience Customers Interaction 329

InMoment XI

JANUARY 27, 2025

The customer, already engaged and receptive, books the session, which results in them purchasing additional products. For that customer, your brand isnt just another apparel warehouseyoure their fashion consultant, style authority, and default choice for wardrobe-building.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

ChurnZero

JULY 31, 2024

And, i f your customers are not, in fact, living inside their email inboxes, why would you rely so heavily on email as a digital engagement channel to interact with them? Here are my top four favorite alternative digital engagement channels for customer success teams. Do you live inside your email inbox? So why would your customers?

Customer Success 105

Customer Success Engagement Video Chatbots 105

ShepHyken

OCTOBER 27, 2024

Engage, Delete, Ignore or Snub? Should they engage with every post or focus on resolving issues privately? There are best practices and guidelines from leading business consulting organizations like McKinsey and Accenture. Topics include automation, personalization, 24/7 support, and more.

Customer Service 79

Customer Service Social Media B2B Chatbots 79