eglobalis

NOVEMBER 5, 2024

Laying the Foundation for Social Media and Customer Connection Solis’s first book, Engage! When I first read Engage! , But a few years later, it became clear just how accurately he had anticipated the future of digital interaction and customer engagement.

Leadership 461

Leadership Innovation Social Media Trends 461

eglobalis

JANUARY 13, 2025

Elevating Cross-Channel Customer Engagement Seamless integration across communication channels is critical for consistent customer experiences. Conclusion AI-powered solutions, led by platforms like Salesforce Einstein Agent and AgentForce, are the starting point for transforming customer and agent experiences across industries.

Customer Experience 409

Customer Experience Marketing Chatbots e-support 409

AWS Machine Learning

DECEMBER 11, 2024

Earlier this year, we published the first in a series of posts about how AWS is transforming our seller and customer journeys using generative AI.

Sales 97

Sales Customer Engagement Engagement Knowledge Base 97

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. This level of support enhances customer loyalty and keeps brands top of mind.

Chatbots 52

Chatbots Customer Engagement Engagement Marketing 52

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

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. So, whats their secret sauce?

Customer Engagement 52

Customer Engagement Engagement Gamification Competitive Advantage 52

eglobalis

JANUARY 28, 2025

Mindshift by Brian Solis , I had personally brought from Germany for Brian to signmaking this day extra special since I have read almost all his books since Engage. For those unfamiliar, Paul is a superstar in CRM, customer engagement, and customer experience (CX) worldwide. What can I say?

CRM 195

CRM Customer Centricity Customer Engagement Engagement 195

SurveySensum

OCTOBER 22, 2024

What are Social Media Survey Questions (With Example) Social media surveys are used to gather feedback from customers via social media platforms like Instagram, Twitter, LinkedIn, etc. These surveys help businesses engage with their customers in the digital world with the help of quick and engaging methods like polls, quizzes, etc.

Social Media 52

Social Media Survey Customer Engagement Engagement 52

SurveySensum

OCTOBER 31, 2024

Are you creating customer engagement in a digital world? What strategies are employed to build lasting relationships with your customers? If you want to discover the answers, then let’s dive deep into an important aspect of customer experience strategy – digital customer engagement. Let’s discover.

Customer Engagement 52

Customer Engagement Engagement Social Media ROI 52

eglobalis

MARCH 4, 2025

Generative AI is Elevating Conversational Agents The rise of large language models (LLMs) has been a game-changer for conversational AI in customer service. Advanced LLMs like GPT-4 enable chatbots to engage in more natural, fluid dialogues and handle a wider range of queries.

Self Service 198

Self Service Strategy Contact Center Virtual Agent 198

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). Community Building : Create spaces where customers can connect, such as online forums, social media groups, or live events.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

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 381

B2B Customer Journeys Customer Experience Chatbots 381

eglobalis

JULY 31, 2024

Eleven Key Technologies Enhancing Customer Experience Marketing Automation Platforms Marketing automation tools like Marketo and HubSpot streamline repetitive marketing tasks such as email campaigns, social media posting, and lead nurturing. Continuous Personalization Customers expect personalized interactions at every touchpoint.

Customer Experience 425

Customer Experience Social Media Analytics Chatbots 425

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. Key CX Strategies to Keep Subscribers Engaged 1.

Gamification 52

Gamification Engagement Customer Engagement e-support 52

CSM Magazine

NOVEMBER 26, 2024

A well-designed customer journey has become essential for brand success, with 73% of consumers emphasizing that customer experience strongly influences their purchasing choices. With these tools, businesses can connect proactively, better understand customer needs, and nurture meaningful relationships that last.

Interaction 52

Interaction Engagement e-support Chatbots 52

CSM Magazine

DECEMBER 16, 2024

Seamlessly integrating with communication channels and live agent interfaces, the portfolio harnesses Generative AI (GenAI) to deliver a competitive advantage through streamlined, personalized, and highly engaging customer interactions.

Communication 52

Communication Engagement Customer Engagement Competitive Advantage 52

eglobalis

SEPTEMBER 5, 2024

What if the secret to skyrocketing your revenue lies in understanding not just what your customers do, but how they feel? In a world where every interaction counts, successful companies aren’t merely focused on closing deals—they’re laser-focused on keeping customers happy, loyal, and engaged.

Metrics 419

Metrics Customer Success Customer Experience Effort Score 419

Optimove

FEBRUARY 17, 2025

By integrating multi-channel strategies, real-time analytics, and dynamic personalization, retailers can optimize each customer journey, ensuring messages resonate and drive engagement. 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

ECXO

OCTOBER 23, 2024

Through natural language processing (NLP) and machine learning algorithms, AI can comprehend and respond to customer inquiries and concerns with remarkable accuracy and speed. AI-powered chatbots and virtual assistants can engage in meaningful conversations, providing instant solutions and valuable recommendations.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

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

C3Centricity

DECEMBER 27, 2024

This strategy not only enhances consumer loyalty but also drives engagement, boosts sales, and establishes long-term market leadership. This initiative, rolled out across Europe and North America, increased online engagement by over 20% in 2022, underscoring the effectiveness of such targeted strategies ( source ).

Consumers 156

Consumers Loyalty Brands Analytics 156

InMoment XI

NOVEMBER 18, 2024

Types of Customer Behavior Data To fully understand customer behavior, you will need to gather different types of data that provide a comprehensive view of behavior, preferences, and engagement. It sheds light on preferred products, purchasing frequency, and typical customer journeys.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

NOVEMBER 14, 2024

Analytics can show engagement trends and campaign performance. CRM Integration Integrating social listening data with customer relationship management (CRM) software helps you build rich customer profiles. For example, a fashion retailer can leverage social media activity to identify its most valuable customers.

Tools 195

Tools Social Media Customer Experience Analysis 195

ECXO

AUGUST 12, 2024

These systems offer dynamic personalization features that tailor content based on user behavior, driving engagement and satisfaction. Social Media Management Tools: Tools like Hootsuite and Sprout Social enable businesses to effectively manage their social media presence, schedule posts, and track engagement.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

InMoment XI

OCTOBER 29, 2024

Since customers have so many businesses competing for their attention, investing in customer loyalty can give you a major competitive edge. What Is Customer Loyalty? Customer loyalty defines how willing a customer is to repeat business with a company. Positive experiences compel customers to engage with you again.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

Calabrio

FEBRUARY 28, 2025

For instance, advanced, AI-driven voice analytics can discern a customers emotional statesuch as frustration, satisfaction, or confusionfrom factors like their tone of voice, speech pace, and choice of words. Plus, voice analytics helps in identifying and addressing customer pain points more efficiently, ensuring a higher standard of service.

Contact Center 130

Contact Center Analytics Analysis Self Service 130

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. Otherwise, attempts may come off as dull or ingenuine, especially when attempted at scale. per click is a common range).

Social Media 195

Social Media Call Center Multi-Channel Advertising 195

eglobalis

MARCH 30, 2025

Companies also capture implicit signals: website click patterns, mobile app session logs, support chat lengththese all reflect customer experience quality in real time. A sudden drop in user engagement or a surge in support contacts can flag an issue immediately. A prime example is the enterprise software sector.

Survey 312

Survey Banking NPS Effort Score 312

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