ECXO

MARCH 11, 2025

Example: If your companys business strategy is to expand into new markets , your CX vision might focus on creating a seamless onboarding experience for new customers in different geographies. Example: Use hard numbers such as calculating the revenue impact of improving customer retention by just 5% to make the case for investment in CX.

B2B 310

B2B Strategy Customer Journeys Net Promoter Score 310

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 339

B2B Customer Journeys How To Effort Score 339

CloudCherry

AUGUST 17, 2018

There’s such a healthy market for customer management and analysis software that they’ve now branched out into two distinctive categories: Customer Relationship Management (CRM). In fact, many businesses still confuse the two, often questioning the importance of CEM when they already use CRM software to capture and analyze customer info.

CEM 281

CEM CRM Customer Relationship Management Customer Experience Management 281

eglobalis

MARCH 24, 2025

This detailed analysis explores the current limitations that prevent AI agents from fully replacing human operators in contact centers, supported by practical examples from industry leaders across sectors, revealing why human involvement remains indispensable.

Contact Center 323

Contact Center Virtual Agent Chatbots Banking 323

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 285

B2B Company Customer Journeys Innovation 285

CloudCherry

OCTOBER 4, 2018

Combining the data from a CRM and a CEM is a perfect pairing – like wine and cheese or peanut butter and jelly. Together, a CRM + CEM can provide a well-rounded picture of what your customers are doing, and help to predict what they do next. What is a CRM? What data will I get from integrating both my CEM and CRM?

CEM 249

CEM CRM NPS Analysis 249

eglobalis

JANUARY 20, 2025

This article explores ten key drivers of B2B loyalty , offering actionable insights supported by real-world examples. Boschs use of IoT solutions to monitor product performance and anticipate maintenance needs is a prime example. To achieve this, businesses must integrate AI-powered tools within their operations.

B2B 418

B2B Loyalty Loyalty Programs Innovation 418

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 381

B2B Customer Journeys Customer Experience Chatbots 381

ECXO

NOVEMBER 26, 2024

Chatbots, CRM systems, and AI-powered analytics can handle routine tasks, freeing up your team to focus on more complex issues. For example, marketing, product, and support teams can collaborate to address customer pain points holistically. This reduces the need for unicorn-level problem-solving.

Self Service 334

Self Service Culture Training Analytics 334

InMoment XI

NOVEMBER 7, 2024

Did you know that 92% of customer relationship management (CRM) leaders say AI and automation have improved customer service response times? Over 80% of CRM leaders say that AI and automation make customer communication more personalized.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

Calabrio

MARCH 5, 2025

How to Improve (+Examples) Share What is first call resolution? Here’s the formula: Total Resolved Cases / Total Number of Cases x 100 For example, if 40 out of 120 interactions in a month are resolved on first contact, FCR rate will be 33%. Analytics What is First Call Resolution?

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

ECXO

NOVEMBER 19, 2024

For example, Johan, the dairy farmer managing 500 cows, needs efficient solutions for his milking parlor. For example, if Johan frequently purchases liners for his milking machines, send him tailored recommendations and exclusive discounts on related products. Understand their pain points, motivations, and challenges.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

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. It ingests feedback from email, social media, and chat and integrates it with customer relationship management (CRM) data.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

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%. For example, they might not have easy access to customer data, making it difficult to resolve issues quickly.

Call Center 195

Call Center Metrics Self Service Effort Score 195

ECXO

FEBRUARY 3, 2025

Example: A potential customer fills out a form on your website. Example: Imagine a customer buying a piece of software from your company. Example: Imagine reaching out to a company for information about a product. Example: A prospective customer requests a demo of your service. How would you feel?

Sales 259

Sales Customer Experience e-support Examples 259

InMoment XI

OCTOBER 24, 2024

What is the Difference Between a Customer Engagement Platform and Customer Relationship Management (CRM)? Debating the differences between customer engagement platforms and CRM systems is natural. Customer Relationship Management (CRM) Customer relationship management systems utilize the data of existing customers and focus internally.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

NOVEMBER 14, 2024

Sentiment Analysis Competitor Analysis Multi-Platform Coverage Keyword and Hashtag Tracking Analytics and Reporting Content Creation and Scheduling CRM Integration A social listening tool lets you tap into online conversations around your business. What to Look For in A Social Listening Tool?

Tools 195

Tools Social Media Customer Experience Analysis 195

InMoment XI

NOVEMBER 26, 2024

Example: A SaaS company creates a buyer’s journey map to understand how potential customers discover their product, research competitors, and make decisions. Example: A fitness app company maps out the day in the life of a busy working parent to see how and when the app could help them achieve their fitness goals in their busy schedule.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

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

Optimove

JANUARY 20, 2025

Key takeaways: OptiLive is a new solution designed to empower sportsbook operators to execute CRM-powered live sports marketing at scale. for example, the average monthly bet amount for live bettors is $1,583.90, compared to $846.20 An analysis of 3,794,500 sportsbook bettors revealed that 54% of total bets are placed live. In the U.S.,

Sports 75

Sports CRM Marketing Gamification 75

ijgolding

APRIL 9, 2020

To start with, the answer partly lies in Customer Relationship Management (CRM). A well applied CRM centralises all the data related to prospects and customers onto a single platform, enabling companies to record, track and act on customer interactions. The better the CRM is applied, the greater its effect on revenue is likely to be.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

eglobalis

MARCH 13, 2025

Present a Compelling Business Case : Use data and real-life examples to illustrate the potential return on investment (ROI) from CX initiatives, including increased customer retention and reduced acquisition costs. Facilitate collaboration between teams by aligning goals, sharing customer insights, and ensuring seamless internal workflows.

Leadership 232

Leadership B2B B2C Effort Score 232

eglobalis

OCTOBER 1, 2024

For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities. A practical example is creating a steering committee that includes representatives from marketing, sales, customer service, IT, finance, and operations.

Customer Journeys 440

Customer Journeys Culture Leadership Effort Score 440

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

Gainsight

DECEMBER 18, 2024

Your Sales team rings the gong, and CRM lights up with the detailscontact information, deal value, and the goals your new customer hopes to achieve. For many businesses, a CRMs role quickly diminishes once the deal is done. A CSP picks up where the CRM leaves off, turning goals into action. Its a moment of celebration.

CRM 52

CRM Customer Journeys Sales Customer relationships 52

InMoment XI

OCTOBER 28, 2021

Recently, I was stuck in the middle of a prime example of how pricing can impact the customer experience when my family and I tried a new burger place in town. In my previous role leading customer experience for Hertz, I was also responsible for Voice of the Customer, CRM, and Loyalty.

Airlines 370

Airlines CRM Government ROI 370

ECXO

DECEMBER 25, 2024

Example Action: Use tools like customer journey mapping software or feedback surveys to visualize and refine key interactions. Example Action: Regularly analyze data from platforms like Google Reviews or transactional satisfaction surveys to prioritize improvements. I usually call them MoTs (Moments of Truth).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

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. For example, you can include a chatbot on your website to offer instant support to customers.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

MARCH 26, 2024

How to Ask for a Review: Best Practices and Examples Your customers are often just a few clicks away from writing a great review of your business. Here’s an example of how to ask clients for reviews via email: Always remember to keep your message short and simple. Got a Minute to Share Your Experience with Us? Help Us Improve.

Examples 195

Examples Brands Strategy How To 195

TechSee

MARCH 11, 2025

Use Case Example: A leading security provider deployed Sophie AI’s Agent Assist with visual AI capabilities to save hundreds of thousands of dollars in service overhead in the first month alone. Seamless CRM, knowledge base, and ticketing integrations are three common examples. How does AI integrate with existing systems?

Customer Service 109

Customer Service Self Service Knowledge Base CRM 109

InMoment XI

DECEMBER 17, 2024

These include, but are not limited to, CRM systems, analytics platforms, collaboration tools, and customer feedback platforms. For example, the average time in queue and resolution time are often used as call center metrics. The most important of these tools is a customer experience platform.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

SuiteCX

FEBRUARY 18, 2020

Examples of providers are Qualtrics, Medallia, Survey Monkey and Confirmit. Examples of providers in this segment include Touchpoint Dashboard, UX 360 and SuiteCX. Examples of providers in this segment include ClickFox, NICE and Pointillist. Examples of providers in this segment include KitewheelKitewheel and Pointillist.

Customer Journeys 274

Customer Journeys Effort Score CRM CEM 274

Lumoa

FEBRUARY 15, 2021

For example, you probably have integrated your CRM with your helpdesk already to get a better view of your customers so you can be even more efficient when solving their issues. Increased insight actionability Fetching background data such as customer segment, value, or tenure from your CRM systems.

Customer Experience 221

Customer Experience CRM Feedback Survey 221

ECXO

JULY 29, 2024

This process involves leveraging a range of solutions, including Customer Relationship Management (CRM) systems, Voice of Customer (VOC) programs, Customer Data Platforms (CDPs), real-time analytics systems, and other tools to track customer interactions and glean insights.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

MARCH 26, 2025

For instance, if the information that stakeholder needs is already available elsewhere (such as via customer relationship management (CRM) software like Salesforce), let them know. Additionally, before cutting a question, make sure you know who owned that question, and let them know why its being cut. And you can go even further!

Survey 195

Survey Abandon Rate How To Customers 195

Comm100

DECEMBER 16, 2024

For example, chatbots are a common tool in customer service automation. For example, if a customer submits a query about a billing issue, the system can route the ticket directly to the billing department for resolution, eliminating unnecessary steps and ensuring that the query is handled by the right team.

Customer Service 130

Customer Service Self Service Chatbots Omni-Channel 130

ECXO

JUNE 7, 2023

Real-life examples showcasing personalization and real-time responsiveness. Allow us to introduce our esteemed panelists and facilitator: Robert Neuwirth: An accomplished CRM expert and product owner at Erste Bank. Robert has extensive experience as a CRM campaign manager and has taken CRM into the cloud.

Customer Experience 240

Customer Experience Engagement Chief Customer Officer CRM 240