Adrian Swinscoe

MARCH 22, 2025

Traditionally, when a CFO gets promoted to the position of CEO, its not uncommon to expect the firm to take a more analytical approach and, perhaps, [] The post From numbers to narratives: The power of customer engagement first appeared on Adrian Swinscoe.

Customer Engagement 64

Customer Engagement Engagement Analytics Customers 64

InMoment XI

JANUARY 4, 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.

Engagement 329

Engagement Customer Engagement Video Innovation 329

BirdEye

MARCH 6, 2025

And whats generating much attention as a powerful differentiating factor in customer engagement are AI chatbots. Platforms like Birdeye Chatbot AI dont just answer questions, they are changing the way businesses interact with their customers. The future of customer engagement is here, and AI chatbots are leading the charge.

Chatbots 52

Chatbots Customer Engagement Engagement Marketing 52

CSM Magazine

MARCH 27, 2025

In a world where attention spans are shorter than a TikTok video and competition is just one click away, mastering real-time customer engagement is no longer optional – its survival. Theyve got a thing or two to teach us about keeping users hooked, engaged, and coming back for more.

Customer Engagement 52

Customer Engagement Engagement Gamification Competitive Advantage 52

SurveySensum

OCTOBER 22, 2024

These surveys help businesses engage with their customers in the digital world with the help of quick and engaging methods like polls, quizzes, etc. With this survey, businesses can interact directly with their followers, collect real-time customer insights, and enhance customer engagement.

Social Media 52

Social Media Survey Customer Engagement Engagement 52

eglobalis

JANUARY 28, 2025

For those unfamiliar, Paul is a superstar in CRM, customer engagement, and customer experience (CX) worldwide. A General Overview of The Commonwealth of Self Interest Paul Greenberg’s book provides a comprehensive framework for understanding customer engagement and business success.

CRM 195

CRM Customer Centricity Customer Engagement Engagement 195

eglobalis

NOVEMBER 3, 2024

By using AI to anticipate customer needs and automate routine inquiries, Hailo frees its support teams to focus on delivering personalized, high-value interactions, ensuring that clients feel heard and valued.

B2B 515

B2B Culture Innovation Loyalty 515

eglobalis

NOVEMBER 5, 2024

But a few years later, it became clear just how accurately he had anticipated the future of digital interaction and customer engagement. , I was exploring the concept of “No Distance” in social media, and initially, it took me time to connect with Solis’s insights.

Leadership 464

Leadership Innovation Social Media Trends 464

eglobalis

JULY 31, 2024

CDPs and data integration tools streamline data collection and unify customer profiles, providing a holistic view that aids in delivering consistent and personalized experiences. Tools that offer clear ROI through improved customer engagement and retention, such as AI-driven analytics platforms, are crucial in this environment.

Customer Experience 428

Customer Experience Social Media Analytics Chatbots 428

eglobalis

FEBRUARY 3, 2025

Example: A manufacturing company using Salesforce Einstein saw a 25% increase in customer engagement by delivering personalized product recommendations based on past purchases and browsing behaviour. Similarly, Salesforce has been using its Journey Builder tool since 2014 to help businesses create personalized customer journeys.

B2B 385

B2B Customer Journeys Customer Experience Chatbots 385

Optimove

FEBRUARY 17, 2025

In other words, a cohesive multi-channel strategy increases the likelihood that customers will experience the seven necessary exposures in a way that feels natural rather than overwhelming. Retailers can significantly boost customer engagement by tailoring messages to the specific needs and preferences of their audience.

Retail 52

Retail Customer Engagement Multi-Channel Engagement 52

eglobalis

MARCH 4, 2025

When handling VIP customers or high-value transactions requiring personalized service. Top AI Agent Solution Providers and Why They Lead Industry-leading companies are elevating customer engagement with AI-powered agent solutions that blend automation, advanced conversational AI, and data-driven insights.

Self Service 199

Self Service Strategy Contact Center Virtual Agent 199

rethinkCX

FEBRUARY 17, 2025

However, retaining subscribers and ensuring long-term engagement require a customer experience (CX)-driven approach. With customer expectations rising , brands must leverage personalization, AI, and proactive support to maintain loyalty and reduce churn.

Gamification 52

Gamification Engagement Customer Engagement e-support 52

CSM Magazine

DECEMBER 16, 2024

Tata Communications has unveiled Kaleyra AIan innovative, AI-powered flagship portfolio poised to transform customer interactions. This innovative suite will initially feature three distinct capabilities that surpass traditional communication tools.

Communication 52

Communication Engagement Customer Engagement Competitive Advantage 52

eglobalis

SEPTEMBER 5, 2024

How it complements CX : Combining churn rate with CX feedback helps identify emotional and experiential triggers behind customer exits. Customer Health Score (CHS) A composite metric evaluating customer engagement, usage frequency, and satisfaction.

Metrics 422

Metrics Customer Success Customer Experience Effort Score 422

ECXO

DECEMBER 4, 2024

Therefore, the customer success area in these companies is more focused on ensuring each transaction goes smoothly, meeting delivery deadlines, and maintaining product quality. Their success is measured in terms of repeat business, customer referrals, and overall customer satisfaction. Customer Engagement 1.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

C3Centricity

DECEMBER 27, 2024

Example (Europe): Nespressos use of purchase history and preference data to create personalized product recommendations has significantly enhanced customer loyalty. In 2023, tailored email campaigns in Germany and France achieved a 25% higher open rate than generic emails, driving repeat purchases and long-term customer engagement ( source ).

Consumers 156

Consumers Loyalty Brands Analytics 156

Calabrio

FEBRUARY 28, 2025

Plus, voice analytics helps in identifying and addressing customer pain points more efficiently, ensuring a higher standard of service. Businesses can then trigger workflows or even campaigns in customer engagement platforms to act on these perishable customer signals.

Contact Center 130

Contact Center Analytics Analysis Self Service 130

ShepHyken

JANUARY 28, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What role do loyalty programs play in enhancing customer engagement? Can loyalty programs drive repeat business without sacrificing the quality of customer experience?

Loyalty Programs 88

Loyalty Programs Loyalty Customer Experience Rewards Programs 88

ECXO

OCTOBER 23, 2024

Case Studies These case studies showcase tangible results, demonstrating the effectiveness of AI in addressing specific challenges: · Sephora : Sephora integrated AI through a chatbot, Sephora Virtual Artist, which allows customers to virtually try on makeup. This has improved customer engagement and led to a higher rate of return visits.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

InMoment XI

FEBRUARY 3, 2025

The opposite may be true of a The quality you know and love message, which could be seriously off-putting to negative sentiment customers but highly converting among those with positive user experiences.

Social Media 195

Social Media Call Center Multi-Channel Advertising 195

ECXO

AUGUST 12, 2024

MarTech solutions have dramatically transformed B2B customer engagement across different regions. Integration and Interoperability: The future of MarTech lies in the seamless integration of platforms, unifying disparate data sources into a cohesive customer view.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. This helps to ensure customer satisfaction and builds long-term customer loyalty.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ECXO

NOVEMBER 19, 2024

. • Retention & Advocacy : Post-purchase support, loyalty programs, and regular check-ins to turn satisfied customers into brand advocates (similar to how the Rebel Alliance keeps their allies close). Jedi like Obi-Wan Kenobi and Yoda use it to sense emotions and tailor their actions accordingly.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

Comm100

NOVEMBER 23, 2022

We know that among customer service trends in 2023 and beyond, customers will increasingly expect personalized service. Omnichannel customer engagement software offers a solution. Omnichannel platforms connect every channel together so agents gain a 360-degree view of every customer they speak.

Trends 246

Trends Customer Service Chatbots Omni-Channel 246

ECXO

MAY 15, 2023

Implementing a MadTech approach opens the door to many other customer engagement opportunities, such as retail media networks, internal and external data monetization, and on-demand (advertising and subscription) video business models. Read the full article where it was originally published HERE The post Are you ready for MadTech?

Tips 400

Tips Net Promoter Score Advertising Customer Journeys 400

ShepHyken

DECEMBER 22, 2024

This article includes much information about the benefits of setting up automation for some, not all, of your customer service/CX needs. How to Leverage GenAI for Enhanced Customer Engagement by John Dubois (EY) GenAI is transforming content creation, distribution and consumption, driving consistent and engaging customer interactions.

Customer Service 78

Customer Service Self Service Social Media Contact Center 78

ShepHyken

FEBRUARY 16, 2025

How To Use a Customer Engagement Model That Builds Loyalty by Shopify (Shopify) Brand affinity doesnt form overnight. Customers gain familiarity and, ideally, confidence in your brand through various interactionsfrom social posts to purchases to email campaigns. The same thing is happening with customer engagement.

Loyalty Programs 82

Loyalty Programs Customer Service Customer Journeys Loyalty 82

InMoment XI

OCTOBER 21, 2021

If the examples listed above are not interactions, but engagements, are they considered part of your customer experience? The Intersection Between Customer Engagements and Customer Experiences. You better believe it. .

Interaction 361

Interaction Customer Experience Ecommerce Customers 361

ECXO

AUGUST 29, 2023

Abstract: A Customer Data Platform’s ultimate value is providing a unified omnichannel perspective of primary customer data for marketers and the ability to activate that data for real-time customer engagement. But can a Customer Data Platform truly enhance the customer experience?

Customer Experience 296

Customer Experience Data Omni-Channel Banking 296