InMoment XI

APRIL 3, 2025

Customers today expect more than transactions; they expect seamless, engaging, and meaningful interactions across every touchpointwhether online, in-store, or through customer service. The most successful CX transformations go beyond data integrationthey focus on culture, governance, and that company-wide commitment to CX excellence.

Culture 195

Culture Social Media Loyalty Government 195

ECXO

MARCH 11, 2025

Customer expectations are changing Todays B2B customers expect seamless interactions, self-service options, and personalized service just like in B2C. Identify which customer touchpoints are most critical to revenue generation, retention, and operational efficiency. If you enjoyed this read, connect with me on LinkedIn !

B2B 311

B2B Strategy Customer Journeys Net Promoter Score 311

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

ECXO

JUNE 15, 2021

Tips for Transforming to a Customer-Centric Company Culture. Customer-centricity results as an outcome offering a great experience to the customer across all touchpoints: from the awareness stage, through the purchasing process and finally through the loyalty process. Transforming to a Customer-Centric Company Culture.

Customer Centricity 358

Customer Centricity Culture Tips Company 358

eglobalis

MARCH 13, 2025

Unlike transactional B2C interactions, B2B relationships are built on long-term trust and consistent value delivery, meaning CX directly impacts customer retention, loyalty, and revenue. They want suppliers and partners who are easy to do business with, understand their needs, and provide consistent support across every touchpoint.

Leadership 238

Leadership B2B B2C Net Promoter Score 238

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. A prime example is the medical device giant Medtronic, which has a very sharp and well-oiled culture , but it is another topic.

B2B 391

B2B Customer Journeys Customer Experience Chatbots 391

InMoment XI

NOVEMBER 26, 2024

Customer journey maps may also be called customer interaction maps, customer corridors, or service blueprints. By visualizing the customer’s experience across various touchpoints, journey maps provide a clearer understanding of where internal processes may be causing delays, confusion, or frustration for both customers and employees.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

DECEMBER 9, 2024

Successful AI integration combines AI with Human Intelligence (HI) to ensure ethical, relevant, and brand-aligned interactions. Societal trends are shaping new opportunities and challenges for CX leaders: Wellness Culture: Self-care is booming, from non-alcoholic beverages to gut health products.

Trends 195

Trends Self Service Roadmap Customer Centricity 195

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

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

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

InMoment XI

DECEMBER 6, 2024

From managing customer touchpoints to implementing advanced tools and strategies, achieving the desired results requires significant expertise and resources. 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

ECXO

OCTOBER 14, 2024

5. Customer Journey and touchpoints: All departments have clarity on our target customers, which is their journey with us, as well as key touchpoints. It’s about looking beyond the surface-level interactions and delving into the core practices, values, and priorities that guide actions.

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. This includes regular touchpoints with sales and support teams who interact with customers on the ground. In response, Schindler developed a more comprehensive CX approach.

B2B 382

B2B Strategy Customer Experience Customer Journeys 382

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

ECXO

FEBRUARY 3, 2025

Todays customers expect more than just a product or servicetheyre looking for meaningful interactions, personalized attention, and a team that understands their needs before they even voice them. This approach focuses on anticipation, relationship-building, and ensuring every touchpoint feels thoughtful and intentional.

Sales 266

Sales Customer Experience e-support Examples 266

eglobalis

OCTOBER 1, 2024

Additionally, integrating CRM systems with collaborative platforms can provide Sales and CX teams with real-time customer data, enabling more personalized and effective customer interactions. Foster a Culture of Open Communication Promoting open communication is key to eliminating silos.

Customer Journeys 450

Customer Journeys Culture Leadership Effort Score 450

InMoment XI

MAY 31, 2022

Each of these touchpoints influences the customer, and by analyzing customer behavior, feelings, and motivations around each touchpoint, you can begin to identify opportunities to establish more positive relationships by giving customers what they need at any given stage of their journey. Plot Touchpoints. So start there.

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

eglobalis

JULY 2, 2024

B2B vs. B2C Perspectives In B2C environments, where transactional interactions are straightforward and brand loyalty is clearer, NPS can serve as a reliable indicator of customer advocacy and satisfaction. Customer Satisfaction (CSAT) : Evaluates satisfaction with specific interactions or transactions.

NPS 461

NPS Feedback Net Promoter Score B2C 461

CloudCherry

FEBRUARY 28, 2018

Companies today want to delight customers at every interaction. Yes, the experience you provide your customers is only as good as the culture you build within the company. So, are you investing enough time and effort to create a culture that values both employees and customers? They have defined their culture precisely.

Customer Centricity 231

Customer Centricity Culture Omni-Channel Company 231

InMoment XI

DECEMBER 17, 2024

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. Supercharge Post-Service Customer Interactions 85% of your data is unstructured. AI unlocks 100% of it.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer experience management, or CXM, is the process of understanding and managing your customers interactions with your brand to create positive experiences at every touchpoint. This aligns all team members around the experience they should strive to provide regardless of if they interact with customers directly or not.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

Lumoa

JANUARY 31, 2023

Define Roles Set targets Collect customer feedback Analyze the feedback Act on the feedback Close the loop with the customers Enhance customer-centric culture Recommended reading on Customer experience Why do you need Customer Experience Management? Customer experience refers to how customers perceive their interactions with your company.

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

ECXO

JUNE 11, 2023

Think about demographics, culture adaptation, their values, decision-making, goals and priorities, preferences, and pain points. Think about demographics, culture adaptation, their values, decision-making, goals and priorities, preferences, and pain points. How do customers experience your brand – across touchpoints?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

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. Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

NOVEMBER 16, 2023

An evaluation of roles within the organisation sheds light on various aspects, including customer interactions, management visibility, team composition, and potential upselling opportunities. Participants delved into specific customer touchpoints, such as the ‘Fitting Room’ and ‘Coffee Shop’ experiences.

Healthcare 447

Healthcare Culture Travel Study 447

ECXO

JULY 10, 2024

The Need for Comprehensive Metrics in B2B and B2C Contexts In B2C environments, where interactions are more transactional, NPS can be a useful indicator of customer advocacy. Customer Satisfaction (CSAT) : Evaluates satisfaction with specific interactions. Customer-Centric Culture : Valuing and acting on feedback at all levels.

Metrics 374

Metrics Analysis Feedback NPS 374

Lumoa

FEBRUARY 9, 2023

According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. Customer-Centricity Customer centricity refers to customer-oriented culture in the company.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

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

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 3, 2024

It identifies customer pain points across various touchpoints and works to improve them. Scale A solid customer-centric culture begins materializing in this stage. The Impact of AI AI is transforming the way businesses interact with customers. Audience segmentation and journey mapping emerge as useful CX strategies.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

Lumoa

FEBRUARY 20, 2018

Customer experience refers to how customers perceive the interactions with your company. Customer experience matters across all the channels and all the touchpoints of customer journey. start by Measuring the overall experience Some companies measure customer experience at every crucial customer touchpoint.

Customer Experience 353

Customer Experience How To NPS Touchpoint 353

ECXO

AUGUST 9, 2023

This means ensuring that your PS and consulting should be strictly aligned with your experience management approach – as part of your company culture. It often requires new ways of thinkng: business realignment, operational change or a shift in culture of adaptation. Embedding a client focus starts with your culture.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

InMoment XI

AUGUST 17, 2023

Usability Testing and User Experience Research: By observing how customers interact with your product, you can identify usability issues, confusing workflows, or design flaws. Personalise Interactions: Tailor your customer interactions to meet individual needs.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

ECXO

AUGUST 19, 2024

Benefits of Experimentation in CX Programs Boosted Customer Satisfaction : By testing different approaches to customer interactions, businesses can discover the most effective strategies for enhancing satisfaction. Use Customer Journey Mapping : Identify key touchpoints and pain points through journey mapping to target with experiments.

Customer Journeys 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369

InMoment XI

OCTOBER 20, 2022

Next, we started managing experiences, and we recognised that the total experience a customer has is a collection of moments and interactions along their journey. 2: Create a Culture of Customer-Centricity by Adopting a Customer-First Mindset. . #2: 2: Create a Culture of Customer-Centricity by Adopting a Customer-First Mindset.

Customer Experience 397

Customer Experience Customer Journeys Effort Score Culture 397

InMoment XI

FEBRUARY 25, 2022

Making the experience for customers positive and attractive at each point where the company interacts with them requires an in-depth understanding of both customer needs and how what the company currently does achieves that goal, particularly through the employees. Saboteurs , the employees who are the least committed to their employer.

Company 397

Company B2C Employee Experience Culture 397