eglobalis

NOVEMBER 3, 2024

For example, a cybersecurity firm might prioritize trustworthiness, transparency, and proactive problem-solving in every client interaction, aligning its CX strategy with these values to build credibility and reinforce its commitment to security.

B2B 510

B2B Culture Innovation Loyalty 510

eglobalis

OCTOBER 14, 2024

While these were once essential for building a basic understanding of CX, they no longer offer the flexibility needed to handle the complexities and continuous evolution of modern businesses and customer expectations. For example, customer expectations in retail differ vastly from those in the healthcare or tech industries.

Customer Experience 435

Customer Experience Customer Journeys Case Study Innovation 435

eglobalis

MARCH 24, 2025

However, despite notable advancements, AI remains significantly constrained by several technological, ethical, and customer preference factors. Delta Air Lines maintained robust human support channels alongside AI chatbot deployments, explicitly responding to customer dissatisfaction with AI-only service options.

Contact Center 313

Contact Center Virtual Agent Chatbots Banking 313

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. This vision serves as a North Star that guides the entire program.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

DECEMBER 3, 2024

Stages of Customer Experience Maturity Investigate Initiate Mobilize Scale Embed CX maturity starts from a static phase of identifying the first steps and concludes with integrating strong CX practices. The framework encourages continuous evolution to adapt to shifts in customer expectations.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

eglobalis

JANUARY 7, 2025

Its customer-centric approach has enabled B2B companies to enhance product design, improve customer lives, and optimize experiences. 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 277

B2B Company Customer Journeys Innovation 277

ECXO

NOVEMBER 19, 2024

Application in CX : • Empathy Mapping & Personas : Develop detailed customer personas, similar to how characters are developed in a story. For example, Johan, the dairy farmer managing 500 cows, needs efficient solutions for his milking parlor. Implement a referral program or incentivize customer reviews to boost your reputation.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

InMoment XI

DECEMBER 18, 2024

Contact centers play a significant role in customer experience management. They provide a central platform for handling customer interactions across various channels. Customers expect quick and seamless support when they pick up the phone or type an email.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

InMoment XI

APRIL 3, 2024

Your brand needs to deliver on all fronts in order to create a memorable experience for these customers. Customer Expectations First of all, customers want and are coming to rely on the digital experience. Let’s get into the details.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

Middlesex Consulting

FEBRUARY 10, 2025

However, as products become increasingly complex and customer expectations become more challenging, we see a changing OEM/Dealer relationship; OEMs are purchasing or replacing dealers. For instance, Cats largest dealer, Finning, has been their partner for over 90 years.

Examples 78

Examples Consulting Customer Expectations Industry 78

InMoment XI

OCTOBER 30, 2024

Insurance companies that can successfully provide seamless experiences will likely come out on top with a base of satisfied and loyal customers. There are various types of customer experiences in the insurance sector. They expect fast claims processing and personalized health management.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

InMoment XI

NOVEMBER 21, 2024

The next step is identifying patterns in this data to help you better understand your customers. Voice of Customer analysis enables you to capture these key insights for customer satisfaction and retention. For example, this analysis can reveal why a customer canceled their subscription to your service.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

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

ECXO

NOVEMBER 26, 2024

This builds resilience and a more unified approach to customer service. For example, marketing, product, and support teams can collaborate to address customer pain points holistically. Use this data to refine your processes and ensure that your entire team is aligned with customer expectations.

Self Service 334

Self Service Culture Training Analytics 334

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. Example: A potential customer fills out a form on your website. How would you feel?

Sales 247

Sales Customer Experience e-support Examples 247

eglobalis

DECEMBER 4, 2024

While AI will undoubtedly enhance certain aspects of CX, this view oversimplifies the multifaceted nature of customer expectations and underestimates the continuous adaptation required to meet evolving demands in global markets. Example: Microsoft relies on its customer success teams to gather feedback on its Azure platform.

B2B 402

B2B Culture Government Innovation 402

ECXO

FEBRUARY 10, 2025

One well-known example is confirmation bias, where people seek out and interpret information that aligns with their pre-existing beliefs while ignoring contradictory evidence. If youre not aware of how time and perception shift based on customer expectations, youre setting yourself up for disappointment, negative reviews, and lost sales.

Customer Experience 168

Customer Experience Self Service Social Media Customer Expectations 168

InMoment XI

OCTOBER 31, 2024

Despite the availability of digital channels, many customers pick up the phone to complain or seek support. As a result, it’s important to deliver a positive call center experience that meets customer expectations. Call center metrics provide insight into the customer experience and quantify agent productivity.

Call Center 195

Call Center Metrics Self Service Effort Score 195

InMoment XI

OCTOBER 17, 2024

Understanding customer expectations and behaviors is crucial to delivering consistent value and accomplishing key business metrics. In fact, 66% of customers expect companies to understand their needs. The responses to this question will help you understand if you’re targeting the right customers with your pricing model.

Feedback 195

Feedback Effort Score Survey Customers 195

InMoment XI

DECEMBER 10, 2024

Active churn is when customers voluntarily stop using a service or product. The most straightforward example is when a customer decides to cancel their subscription. It occurs when customers dont explicitly cancel their service. For example, a subscription that ends due to failure to update credit card details.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

OCTOBER 29, 2024

Happy customers Price-loyal Convenience-loyal Loyal-to-freebies Loyal-to-loyalty program Truly loyal Happy customers have never had reason to complain. They are satisfied with your offerings and customer service. Price-loyal customers love your brand because of your pricing.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

NOVEMBER 26, 2024

Improved Customer Experience All of these benefits connect to creating a customer experience that consistently meets or exceeds customer expectations. Example: A SaaS company creates a buyer’s journey map to understand how potential customers discover their product, research competitors, and make decisions.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Thematic

OCTOBER 30, 2024

Tracking and examining customer conversations over multiple channels takes time and effort – which is why many top-tier brands and leading organizations are turning to AI-driven voice of customer (VoC) tools to extract insights from customer feedback at scale.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

ECXO

DECEMBER 4, 2024

Customer Success Uncovered: How SaaS and Manufacturing Win with Tailored Strategies Customer success has become a cornerstone for businesses aiming to foster long-term customer satisfaction, boost retention rates, and drive sustainable growth. Real-life Examples SaaS Industry 1.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

InMoment XI

NOVEMBER 13, 2024

Active churn is when customers cancel their service and communicate their decision to the business. Passive churn occurs when customers don’t explicitly cancel their service. For example, a subscription that ends without renewal or communication from the subscriber. It enhances customer satisfaction.

Customer Retention 195

Customer Retention How To Analysis ROI 195

ShepHyken

JANUARY 14, 2025

What role does storytelling play in creating memorable customer experiences? Why is meeting or exceeding customer expectations important in the hospitality industry? How do personal interactions complement technology in creating a seamless customer service experience?

Customer Experience 135

Customer Experience Hospitality How To Brands 135

InMoment XI

NOVEMBER 7, 2024

This allows your brand to keep up with customer expectations 24/7. Who Uses Customer Experience Automation Various teams can use customer experience automation to accomplish different goals. This data can be used to refine triggers, update personalization parameters, and adjust your customer segments.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. Example: If multiple customers report that a pair of jeans runs too small, this needs to be flagged to the product team ASAP in order to update sizing information or adjust the fit in future production runs.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

eglobalis

MARCH 13, 2025

The message is clear investing in CX transformation isnt just a nicety, its a catalyst for revenue growth, customer loyalty, and competitive advantage. At the same time, B2B customer expectations have risen. Todays B2B buyers expect seamless, personalized experiences on par with their B2C consumer experiences.

Leadership 229

Leadership B2B B2C Effort Score 229

InMoment XI

MAY 14, 2022

The customer stories shared at various touch points throughout the customer journey not only capture the thoughts, feelings, and attitudes within each unique experience, but confirm the congruence—or lack thereof—between customer expectations and the reality of the experience delivered. is another example.

Brands 370

Brands Retail Loyalty Competitive Advantage 370

InMoment XI

OCTOBER 25, 2024

Customers expect an empathetic reply to their feedback instead of something that feels automated. It’s important to deliver a consistently positive customer experience across all touchpoints. From the food quality to service and ambiance, each aspect of your restaurant should satisfy customer expectations.

Feedback 195

Feedback Management Social Media ROI 195

InMoment XI

AUGUST 15, 2022

Andrew Park, Vice President of Customer Experience Strategy & Enablement at InMoment, sat down with The Retail Focus Podcast to break down: Where customers’ expectations have been Where they’re going What retailers can do to keep up with it all. Customers Expect Great Retail Customer Experiences.

Retail 397

Retail Customer Experience Airlines Hotels 397

Happy or Not

NOVEMBER 13, 2024

Exceptional customer service goes beyond simply addressing customer inquiries—it involves anticipating needs, personalizing customer interactions, and delighting customers at every touchpoint. It showed how personalized support and customer-centric solutions can result in happy customers who feel valued.

Examples 36

Examples Customer Service Case Study Hospitality 36

PeopleMetrics

JANUARY 23, 2025

Example: A retail chain sees declining CSAT scores for its online checkout process. AI analyzes customer comments and finds that complaints center on confusing discount codes. Example: A telecom provider notices low CES scores in its contact center. Example: An e-commerce company analyzes CSAT feedback using AI.

NPS 118

NPS Effort Score Metrics e-support 118

InMoment XI

OCTOBER 23, 2024

Customers expect to walk into a branch and want to immediately feel valued. Needless to say, providing a memorable customer experience in banking should be a top priority for all financial institutions. They show they’re invested in delivering the best possible customer experience.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

NOVEMBER 18, 2024

Predictive Analytics Predictive analytics models use past historical data, artificial intelligence, and machine learning to make educated predictions about future customer actions, such as likelihood to purchase, churn risk, or response to specific promotions. Without the right implementation strategies, valuable data insights may go unused.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195