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. Finally, the strategy must remain flexible.

B2B 339

B2B Customer Journeys How To Effort Score 339

eglobalis

FEBRUARY 3, 2025

Introduction In todays digital age, the relationship between technology and customer experience (CX) has become almost inseparable. As artificial intelligence (AI) continues to evolve , it is fundamentally reshaping how businesses interact with their customers, offering personalized, efficient, and predictive solutions.

B2B 391

B2B Customer Journeys Customer Experience Chatbots 391

ECXO

JUNE 15, 2021

Tips for Transforming to a Customer-Centric Company Culture. I have been asked a lot what it means in practice to be customer-centric and how to get everyone on board in the company? These following 10 tips will help shifting to a customer-focused environment across your company: 1. Establish customer centric values.

Customer Centricity 358

Customer Centricity Culture Tips Company 358

eglobalis

MARCH 30, 2025

[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? Companies usually collect feedback weeks or months after an interaction.

Survey 326

Survey Banking NPS Effort Score 326

eglobalis

JUNE 27, 2024

A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. Sales and delivery teams provide invaluable data through regular customer interactions.

Strategy 460

Strategy Customer Experience Net Promoter Score Customer Centricity 460

eglobalis

JULY 2, 2024

By embracing a more nuanced approach, organizations can gain a comprehensive understanding of customer sentiment, facilitating more informed decision-making and enhancing overall customer satisfaction. ”—offers a narrow and momentary transactional perspective on customer sentiment.

NPS 461

NPS Feedback Net Promoter Score B2C 461

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. Break transformation into manageable phases (e.g.,

Leadership 238

Leadership B2B B2C Net Promoter Score 238

InMoment XI

DECEMBER 17, 2024

What Is a Customer Experience Manager (CX Manager)? A customer experience manager determines, implements, and refines the customer experience strategy to ensure that all customer interactions with a company are seamless, satisfying, and aligned with the organizations values. AI unlocks 100% of it.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ECXO

FEBRUARY 3, 2025

Turning the Tables: Why a Proactive Sales Process is the Ultimate Customer Experience Hack Introduction In the fast-paced world of sales, one thing is clear: the customer experience can make or break your success. For businesses, these bad interactions dont just result in lost salesthey ripple out to cause long-term damage.

Sales 266

Sales Customer Experience e-support Examples 266

ECXO

JULY 29, 2024

A truly effective CX strategy goes beyond basic customer interactions, integrating every aspect of the organization to provide seamless and high-quality customer engagement. This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

TechSee

NOVEMBER 27, 2024

By focusing on efficient service interactions, nurturing a customer-centric culture, and leveraging technology, we’ll outline how enterprises not only create a seamless and delightful customer experience but also drive business growth. Foster a culture of open dialogue where customer feedback is welcomed and shared.

Customer Experience 124

Customer Experience Customer Centricity Net Promoter Score Culture 124

InMoment XI

OCTOBER 23, 2024

Customer experience in banking refers to the thoughts, opinions, and feelings customers have about every interaction with your financial institution. From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business.

Banking 195

Banking Customer Experience Effort Score Financial 195

eglobalis

JULY 25, 2024

This article explores the reasons behind this disparity, examining factors such as cultural differences, investment levels, regulatory environments, and innovation adoption rates. Cultural Differences and Consumer Expectations One of the primary reasons the USA excels in CX is the cultural emphasis on customer satisfaction.

Customer Experience 494

Customer Experience Customer Centricity Culture Innovation 494

eglobalis

SEPTEMBER 11, 2024

How Employees Impact the Ability of Your Company to Deliver a Better and Really Innovative Customer Experience All images are designed by DALL-E, with all rights reserved to ECXO.org. When employees feel encouraged to share their thoughts without fear of judgment, they contribute to a culture where creativity thrives.

Innovation 451

Innovation e-support Culture Customer Centricity 451

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 382

B2B Strategy Customer Experience Customer Journeys 382

ECXO

OCTOBER 14, 2024

How Customer-Centric is Your Organization? We live in such a dynamic business environment that adopting a customer-centric mindset is not just beneficial; it’s necessary. Companies that prioritize customer satisfaction tend to enjoy higher loyalty rates, better brand reputation, and, ultimately, more robust bottom lines.

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

Calabrio

MARCH 11, 2025

Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations. What is call center quality assurance?

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

InMoment XI

DECEMBER 6, 2024

What is Customer Experience Outsourcing? Customer experience outsourcing involves delegating certain aspects of customer experience managemen t to third-party providers. These providers manage interactions across various channels, including customer support, social media, live chat, email, and technical support.

Self Service 195

Self Service Customer Experience Resources Effort Score 195

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. For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities.

Customer Journeys 450

Customer Journeys Culture Leadership Effort Score 450

ECXO

JULY 10, 2024

This article examines the critiques of NPS, its performance in different business contexts, and emerging global trends in customer feedback strategies. By adopting a multifaceted approach, organizations can gain a thorough understanding of customer sentiment, leading to better decision-making and enhanced customer satisfaction.

Metrics 374

Metrics Analysis Feedback NPS 374

Calabrio

MARCH 25, 2025

Table of Contents: Understanding call center agent performance Essential call center agent metrics and KPIs 10 strategies to improve contact center agent performance Understanding call center agent performance Even in our increasingly AI-driven era, human interactions are still central to the work of contact centers and the value they deliver.

Call Center 130

Call Center Measurement Self Service How To 130

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. Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of customer satisfaction.

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

Lumoa

FEBRUARY 9, 2023

Artificial Intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. We’re moving towards a personalized omnichannel experience in B2B customer journeys.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

AUGUST 17, 2023

Take NPS from a Score to a Strategic Advantage In today’s fiercely competitive business environment, customer satisfaction is paramount to success. Happy customers become brand advocates, fueling growth through positive customer feedback.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

ECXO

JUNE 23, 2024

Firstly, it’s crucial to assess your current customer service processes and identify areas that can be improved to align with the customer success approach. This involves analyzing customer feedback, support interactions, and overall customer satisfaction metrics to pinpoint areas for enhancement.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Win the Customer

NOVEMBER 20, 2024

As businesses increasingly rely on digital channels to interact with customers, the importance of empathy in customer service has never been greater. By prioritizing empathy, companies can foster stronger relationships, improve customer satisfaction, and ultimately drive business growth.

Interaction 59

Interaction Net Promoter Score Competitive Advantage Social Media 59

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

ECXO

AUGUST 19, 2024

Research shows that companies leveraging advanced experimentation techniques see significant enhancements in performance metrics, such as a 20% increase in customer satisfaction and higher sales conversion rates. This iterative process is crucial for maintaining high standards of quality and customer satisfaction.

Customer Journeys 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369

TechSee

OCTOBER 17, 2024

In the rapidly evolving landscape of customer experience (CX), businesses are constantly seeking innovative ways to enhance efficiency, reduce costs, and foster customer loyalty. Common CX Pain Points  Across various industries, businesses encounter recurring challenges in their customer experience operations.

First Call Resolution 109

First Call Resolution Customer Satisfaction Telecommunications Innovation 109

Experience Investigators by 360Connext

OCTOBER 11, 2024

Call centers assist customers at any hour of the day, with expert scripts and knowledge bases designed to help them navigate even the trickiest situations with ease. Online chatbots can now manage many support interactions without the customer needing to call in if they don’t want to!

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

CSM Magazine

APRIL 18, 2025

Customer expectations are changing rapidlyand in this fast-paced world, companies that get it right arent just keeping up; theyre leading the way. Soft2Bet, an industry leader in iGaming, has proven time and again that the key to thriving is a relentless commitment to customer satisfaction.

Customer Centricity 52

Customer Centricity Culture Gamification Competitive Advantage 52

BlueOcean

DECEMBER 2, 2024

It begins with training agents to pay active attention to what your customer is saying – not just the primary information like their name and address, but even the small comments, maybe something said in passing. Every front desk agent is challenged to write a “WOW statement” every day about an awesome customer interaction.

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

GetFeedback

DECEMBER 21, 2018

Here are 40 customer retention statistics that reinforce the growing need for customer experience management. Customer Retention by the Numbers. Churn is closely tied to customer satisfaction , and for obvious reasons. consumers say customer experience at most companies needs Improvement. ( McKinsey ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ECXO

JUNE 11, 2023

Create a customer persona – creating a persona will help you tailor your messaging and design to meet the needs of your target audience. A persona is an archetype of your ideal customer. You will need to analyse real-world customers to get to the actionable insight you need. A persona is an archetype of your ideal customer.

B2B 390

B2B B2C Touchpoint Customer Journeys 390

ECXO

DECEMBER 25, 2024

So, its becoming crystal clear that these two goalsgrowth and customer experiencearen’t just side-by-side contenders; theyre like two sides of the same coin. Companies that can master the balance between driving growth and fostering genuine, positive interactions with their customers are not just survivingthey’re thriving.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

eglobalis

JANUARY 7, 2025

Real-world examples show that B2B companies leveraging Design Thinking report improved customer satisfaction, increased loyalty, and streamlined processesdirectly impacting their bottom line. The emphasis is on creating something users can interact with to provide actionable feedback.

B2B 294

B2B Company Customer Journeys Innovation 294

Calabrio

MARCH 25, 2025

It goes beyond simply collecting feedback; it’s about actively listening to customer sentiment across all touchpoints. In today’s digital landscape, this involves gathering data from diverse sources like surveys, social media, online reviews and, crucially, contact center interactions.

Software 130

Software Customer Journeys Tools Contact Center 130