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 235

Leadership B2B B2C Effort Score 235

InMoment XI

APRIL 3, 2025

The most successful CX transformations go beyond data integrationthey focus on culture, governance, and that company-wide commitment to CX excellence. The brands that prioritize experience-led strategies will not only meet customer expectations but exceed themcreating deeper relationships, stronger loyalty, and long-term growth.

Culture 195

Culture Social Media Loyalty Government 195

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Strategy 455

Strategy Customer Experience Net Promoter Score Customer Centricity 455

InMoment XI

DECEMBER 3, 2024

The framework encourages continuous evolution to adapt to shifts in customer expectations. A team can leverage the following six competencies, or customer experience management skills, to complete each stage: Lead: Key skills include strategy and governance to build, align, and sustain successful CX programs.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

ECXO

JULY 29, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

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. Predictive algorithms will remove the need for human intervention in strategy.

B2B 419

B2B Culture Government Innovation 419

Experience Investigators by 360Connext

MAY 11, 2021

What does Customer Experience Management Require? Governance and Discipline. What is customer experience strategy? Let’s start by defining what it’s not: It can’t be “have a great customer experience” or “exceed customer expectations.” Technology and Tools.

Customer Experience Management 291

Customer Experience Management Customer Journeys Customer Experience Management 291

InMoment XI

OCTOBER 28, 2021

This was intentional, as we wanted to closely tie together: Understanding customer needs, wants and expectations (VOC) Experience design to meet/exceed those expectations (CX) Delivering the right message to the right customer at the right time (CRM) Member acquisition, retention and frequency to drive business growth (Loyalty).

Airlines 370

Airlines CRM Government ROI 370

InMoment XI

DECEMBER 30, 2021

Most businesses around the world seemed to be asking, “what’s changed or stayed the same for our customers?” It’s fair to say that we all learned a few crucial lessons within the past year(s) about the shift in customer expectations and needs—and we’ve strived to put our learnings into a few CX strategy webinars.

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

Lumoa

FEBRUARY 9, 2023

B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Experience Investigators by 360Connext

JULY 20, 2021

Ask: Are there clear, organizational rules around how, when and what feedback to request from customers? Is there governance around how to best approach surveys and the methods in which they’re presented to customers? Does the customer journey include the right listening posts in the right moments along the journey?

Customer Journeys 361

Customer Journeys Social Media Contact Center Survey 361

NICE inContact

JANUARY 7, 2020

Citizens contact government agencies for a large variety of services on a very regular basis, and just like in the private sector, these agencies are challenged to keep up with changing customer expectations.

Contact Center 31

Contact Center Tools Government Customer Expectations 31

Calabrio

MARCH 31, 2025

How to Adapt: Prioritize data governance and compliance. Implement robust security measures and privacy protocols to protect customer information. Managing Customer Expectations: Challenge : As customers become more familiar with AI-driven interactions, their expectations will rise.

Contact Center 130

Contact Center Self Service Customer Service Virtual Agent 130

Lumoa

JANUARY 9, 2018

In my opinion, three things that are essential for CX in 2018 include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. However, research shows most customers still value an emotional connection with the people fronting the organization.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

ShepHyken

FEBRUARY 3, 2025

The 2025 Customer Service Transformation Report by Intercom (Intercom) For years, weve tracked gradual changes staffing struggles, rising customer expectations, the shift to digital-first. But AI has turned customer service upside down, forcing every team to rethink how they operate, scale, and deliver.

Customer Service 74

Customer Service Loyalty Programs Government Metrics 74

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. Built-in B2B Customer Experience Governance 1.

Government 62

Government B2B Customer Experience Customer Journeys 62

CX Accelerator

NOVEMBER 11, 2022

Within this skillset sits CX governance – the system by which the organization is controlled and operates, and the mechanisms by which it, and its people, are held to account. It’s very hard to exceed customer expectations if you don’t know what customer expectations are.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Ann Michaels and Associates

MARCH 13, 2020

What do your customers expect? “ Service is praised or criticized because of expectations.” Steps to Start Today to Understand Customer Expectations. How do you listen to your customers? Consumers today have so many choices that it becomes difficult to stand out from competitors.

Omni-Channel 64

Omni-Channel Customer Expectations Management Social Media 64

Kayako

AUGUST 12, 2022

Customers still want personalized service even if they aren’t coming into the store. What consumers really want is personalization in the customer service experience. Customers expect brands to understand their individual journey with the brand. What Is Personalized Customer Service? Discover Kayako Single View.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

InMoment XI

JULY 19, 2023

By analyzing customer data, conducting surveys, and studying customer feedback, they uncover valuable insights that can drive transformative changes. They have a finger on the pulse of evolving customer expectations, enabling businesses to proactively adapt and stay ahead of the competition.

Customer Experience 195

Customer Experience Customer Journeys ROI Customer Centricity 195

NICE inContact

JANUARY 31, 2019

Compliance – By definition, compliance ensures that organization are abiding by industry regulations and government legislation. If the Federal Government trusts it, so can you. . NPS is a leading indicator of growth and is key to customer experience.

Contact Center 186

Contact Center Net Promoter Score Average Handle Time Effort Score 186

BlueOcean

FEBRUARY 22, 2024

A partner who takes the time to delve into the intricacies of your unique business goals, KPIs, and customer expectations is one that is committed to delivering not just a service, but a tailored solution that aligns seamlessly with your overarching objectives. Read more about ESG and the RFP here.)

Customer Care 177

Customer Care Entertainment Government Contact Center 177

Forrester's Customer Insights

SEPTEMBER 2, 2019

Weak Government CX Harms Mission Performance As customer expectations keep rising, governments around the world struggle to improve customer experience (CX).

Government 52

Government Customer Experience Customer Expectations Customers 52

InMoment XI

SEPTEMBER 20, 2023

To add to the complexity, an increasing number of customers are demanding that companies take meaningful steps toward sustainability, reflected in their ESG (Environmental, Social, and Governance) commitments. Retail’s strengths lie in its ability to provide great value and adapt to challenging market conditions.

Net Promoter Score 195

Net Promoter Score NPS Retail Trends 195

Wired and Dangerous

MAY 13, 2021

With customers expecting outstanding customer service, you want to meet their expanding needs. Treating every customer like a priority can be daunting but its possible with the right tools. We all know that customer service is rarely linear and simple.

Government 91

Government Software Healthcare Sales 91

Comm100

SEPTEMBER 4, 2022

83% of customers expect immediate engage when contacting a company. A high response time can lead to high abandonment rates and customer dissatisfaction. Kicking off our list of live chat best practices for customer service, we’ve outlined some key steps you can take for a faster response time: 2. Calculate now.

Customer Service 246

Customer Service Apparel Abandon Rate ROI 246

BlueOcean

FEBRUARY 22, 2024

A partner who takes the time to delve into the intricacies of your unique business goals, KPIs, and customer expectations is one that is committed to delivering not just a service, but a tailored solution that aligns seamlessly with your overarching objectives. Read more about ESG and the RFP here.)

Customer Care 156

Customer Care Entertainment Government Contact Center 156

Comm100

OCTOBER 16, 2018

Go vertical-specific: Segment your messaging and channels by industry and company type, or by other relevant customer attributes. Highly regulated industries like government and public services will have different needs than the tech industry. Imagine being able to predict the journey for each customer that contacts you.

Multi-Channel 152

Multi-Channel Customer Experience Customer Journeys Chatbots 152

Alida

FEBRUARY 23, 2018

household spending, according to government statistics, but today, it’s only half that. By understanding customer expectations and using customer intelligence to revamp their strategies, companies can better attract consumers’ disposable income.

Apparel 82

Apparel Retail Industry Trends 82

NICE inContact

MAY 10, 2019

Companies face growing customer expectations — they want a true omnichannel experience supporting more and more digital channels. At the same time, the customer experience has become the #1 competitive differentiator, making many companies examine and reconsider their customer service strategies.

Self Service 27

Self Service Customer Experience Social Media Omni-Channel 27

Experience Investigators by 360Connext

AUGUST 11, 2020

Customers expect the same types of behaviors to trust the brands they know. Of course, building trust with customers is not new or going away anytime soon. In government and health care, for example, trust can come down to plain language on a paper form you ask a customer to fill out to receive services.

How To 271

How To Brands Touchpoint Customers 271

ECXO

AUGUST 6, 2024

When companies struggle with future thinking, it can negatively influence their ability to meet customer expectations and adapt to changing market conditions. The ability to engage in future thinking is crucial for delivering a superior customer experience. Policy and Governance 1. Long-Term Policy Planning a.

Customer Experience 177

Customer Experience Culture Policies Innovation 177

ijgolding

JANUARY 12, 2018

As government funding of the railways has continued to decrease, the cost of funding has continuously shifted to the commuter. This is also at a time where even the government itself feels that the some of the train operators are not providing good value for money!

Industry 156

Industry Transportation Travel Government 156

InMoment XI

JULY 12, 2023

Customer experience refers to the overall impression and perception customers have of a brand based on their interactions and touchpoints throughout their journey, encompassing every aspect of their engagement, from initial awareness to post-purchase support and beyond.

Customer Experience 195

Customer Experience Strategy Self Service Customer Journeys 195

West Monroe

DECEMBER 14, 2022

Government funding, leveraging hydrogen and renewable natural gas, and a portfolio approach with multiple technologies can help keep costs down and meet net-zero goals. Utilities that best govern their data to enhance customer care, improve their own personnel, and parse out the most valuable information will get ahead.

Industry 98

Industry Government Transportation Financial 98

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Brad Cleveland is a global expert in customer strategy and managemen t.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Tricia Morris

AUGUST 11, 2015

In a new Government Business Council Report titled The Path to Customer-Centric Service , 67% of surveyed federal managers say their organization’s service is on par with that of the private sector. But, according to leading consumer surveys, customer satisfaction ranks near the bottom of a cross-industry comparison.

Government 40

Government Customer Service Self Service Customer Centricity 40