InMoment XI

OCTOBER 30, 2024

Did you know that one negative experience is enough for 50% of customers to switch to a competitor? This is especially true in insurance, where customers have diverse preferences and a growing demand for personalized services. What is Customer Experience in Insurance?

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

ECXO

NOVEMBER 26, 2024

In the context of the corporate landscape, the word unicorn holds a whole different meaning—one that can have a profound impact on your business, especially when it comes to customer experience. They often have an innate understanding of what customers need, even before customers do. What Is a “Unicorn” in a Company?

Self Service 334

Self Service Culture Training Analytics 334

InMoment XI

DECEMBER 3, 2024

Customer experience (CX) is emerging as a significant competitive advantage for businesses. Customer-centric companies realize an 80% increase in revenue and report 60% higher profit than those that don’t focus on customer experience. This is where a customer experience maturity model comes into play.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

CSM Magazine

APRIL 10, 2025

Personalized self-service has quickly become a necessity for businesses in an era where convenience and efficiency are non-negotiable for customers. Customers today expect faster resolutions, intuitive experiences, and tailored interactions when they engage with your brand. Heres how to get it right.

Self Service 52

Self Service Multi-Channel How To Call Center 52

InMoment XI

MAY 3, 2023

When it comes to starting a customer experience (CX) program, the right vendor (and solution) can make all the difference. The right vendor will not only provide the necessary tools and technology, but also bring valuable expertise and experience to the table. What Is a Full Service CX Solution? Self-Service v.

Self Service 195

Self Service Customer Experience Resources Survey 195

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. Why is B2B CX Important?

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

Win the Customer

JANUARY 9, 2025

In today’s fast-paced digital world, customers expect quick and convenient solutions to their problems. This is where customer self-service comes in. AI plays a crucial role in enabling effective customer self-service.

Self Service 59

Self Service Chatbots Knowledge Base User Experience 59

InMoment XI

OCTOBER 23, 2024

It’s no longer enough for banks and credit unions to simply provide financial services. Customers expect to walk into a branch and want to immediately feel valued. From personalized services tailored to their needs to a welcoming space where they can do more than just deposit their checks. What is Customer Experience in Banking?

Banking 195

Banking Customer Experience Effort Score Financial 195

ECXO

MARCH 11, 2025

B2B CX – Strategy & Business Alignment Originally posted here with our full version: [link] Introduction A successful Customer Experience (CX) transformation program must be deeply integrated with the business strategy of an organization. Below is a step-by-step approach.

B2B 311

B2B Strategy Customer Journeys Net Promoter Score 311

InMoment XI

OCTOBER 31, 2024

A single negative experience with one of your agents can be enough to drive a customer to your competitor. 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 195

Call Center Metrics Self Service Effort Score 195

BlueOcean

APRIL 1, 2025

Are you trying to figure out how to integrate AI into your customer support model? According to recent studies , 60% of customer service leaders report feeling pressure to adopt AI in their function. So why the gap between business enthusiasm and customer hesitation? The same is becoming true of customer support.

Self Service 156

Self Service Effort Score Analysis Chatbots 156

eglobalis

MARCH 4, 2025

Optimizing AI Agent Experiences: Leading Providers, Gaps, and Human Support Strategies Introduction Artificial intelligence agents are rapidly transforming customer service and enterprise operations. Businesses across industries are investing in AI-powered agents to improve efficiency and customer experience.

Self Service 199

Self Service Strategy Contact Center Virtual Agent 199

Calabrio

MARCH 26, 2025

Paychex: AI Insights for Optimized Performance Paychex leveraged Calabrios AI-driven analytics to gain deeper visibility into agent performance and customer interactions. These cases highlight how AI-driven coaching and automation can reduce burnout, enhance retention, and improve both agent and customer experiences.

Call Center 213

Call Center Self Service Chatbots Analytics 213

Gainsight

DECEMBER 18, 2024

In a world where instant gratification has become the norm, customers are increasingly seeking support that caters to their needs without the frustrations of lengthy wait times or extensive search efforts. Customers are seeking comprehensive, deep content that empowers them to explore solutions independently.

Self Service 52

Self Service Trends Chatbots Resources 52

AWS Machine Learning

JANUARY 21, 2025

Chat-based assistants have become an invaluable tool for providing automated customer service and support. With it, developers can quickly build conversational interfaces that can understand natural language, engage in realistic dialogues, and fulfill customer requests. Download a sample article.

Self Service 84

Self Service Knowledge Base Policies Conference 84

eglobalis

JANUARY 20, 2025

While customer experience (CX), product design, and delivery are critical factors, the underlying success stems from a comprehensive understanding of client needs and a commitment to exceeding expectations. Salesforce has set the benchmark with its Einstein AI , which helps businesses provide hyper-personalized experiences.

B2B 427

B2B Loyalty Loyalty Programs Innovation 427

ECXO

FEBRUARY 10, 2025

The Great Illusion: How Reality is Just a Matter of Perspective (and Why It Matters for Customer Experience) Ever had a conversation where one person insists it’s freezing cold while the other swears it’s just mildly chilly? So two people standing in the same place might experience wildly different realities.

Customer Experience 178

Customer Experience Self Service Social Media Customer Expectations 178

Gainsight

JANUARY 13, 2025

Todays customer expects a level of response from companies that most of us find unattainable. Case in point: According to Business Dasher , 46% of customers expect companies to respond within four hours of their support request. Whats more, 12% of customers expect a response within 15 minutes. But what are the right investments?

Self Service 52

Self Service Resources Customer relationships Customer Expectations 52

ECXO

OCTOBER 27, 2024

How Customer Success Metrics Are Reshaping the Subscription Economy Introduction The subscription economy has redefined the way businesses operate, moving from one-time purchases to continuous customer relationships. The image was created by DALL·E, and all rights are reserved by ECXO.org.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. Whether its analyzing product reviews, refining post-purchase experiences, or working with marketing and support teams to resolve issues, their job is to make shopping effortless and enjoyable.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

ECXO

OCTOBER 30, 2024

Reflections on The Matrix: A Journey into the Depths of Customer Experience The Matrix, a groundbreaking film sequence first released in 1999, has captivated audiences with its thought-provoking narrative, stunning visuals, and philosophical undertones. At its core, The Matrix invites viewers to question the nature of reality.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

Gainsight

OCTOBER 24, 2024

Finding more customers, hiring more employees, all with the goal of earning more revenue. For customer success organizations, specifically, executives must figure out how to balance the revenue-driving actions like expansion or churn reduction, while still addressing daily customer questions and training.

Self Service 52

Self Service Strategy Course Training 52

Kayako

MAY 4, 2022

For customers, the quality of digital experiences became very important, a trend that is continuing into the post-pandemic era. According to Salesforce , 84% percent of customers say the experience a company provides is as important as its products and services. Customer expectations are higher than ever.

Self Service 295

Self Service Customer Experience Customer Journeys Study 295

eglobalis

APRIL 6, 2025

Part I: Foundational Dimensions of Customer Value Introduction: Why This Series and Why Now? Yet despite countless articles and frameworks, many companies still struggle to define, deliver, and evolve real value for their business customers. Key takeaways: Frame value in customer outcomes, not features. The outcome?

Contact Center 275

Contact Center B2B Competitive Advantage Self Service 275

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. Leadership Commitment and Vision Leading a customer experience transformation starts at the top.

B2B 339

B2B Customer Journeys How To Effort Score 339

ShepHyken

OCTOBER 21, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does enhancing the employee experience contribute to a phenomenal customer service experience? How can businesses balance automated customer service solutions with human interactions?

Self Service 83

Self Service Customer Experience Banking Wait Times 83

InMoment XI

DECEMBER 9, 2024

Generative AI is making waves, societal shifts are redefining expectations, and customer experience design is evolving beyond transactions into transformative journeys. Lets dive into the hottest trends and their implications for experience improvement. Aligning experiences with these principles fosters loyalty.

Trends 195

Trends Self Service Roadmap Customer Centricity 195

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Understand Your Customer Journey and Customers The first step in any B2B CX strategy is to map out the customer journey.

B2B 382

B2B Strategy Customer Experience Customer Journeys 382

Calabrio

MARCH 25, 2025

Customer expectations continue to rise, workforce challenges have intensified, and contact centers are innovative AI solutions to help them keep up. Customers e xpect mo re p ersonalization, s peed, and 24/7 a vailability Customers continue to expect more from the brands they do business with. ,

Contact Center 130

Contact Center Self Service Report Trends 130

Kayako

JULY 28, 2022

Today’s customers increasingly expect personalized experiences from brands, so it is tempting to think that if your customer were having a problem, their first choice would be to get on a live call with customer service. When looking at actual customer behavior, the opposite is true. Confirms the change.

Self Service 290

Self Service Customer Service Management Knowledge Base 290