eglobalis

NOVEMBER 3, 2024

Originally posted at [link] Introduction In the realm of business-to-business (B2B) interactions, customer experience (CX) is often approached through standardized frameworks and prescriptive methodologies, frequently rooted in models from major industry analysts like Gartner, Forrester, and others. While these established tools offer foundational guidance and structure, they may fall short in capturing the unique essence, “personality,” and competitive edge of individual companies.

B2B 427

B2B Culture Innovation Loyalty 427

ECXO

NOVEMBER 19, 2024

May the CX Force be with you! The Star Wars saga transcends its status as a beloved space opera, emerging as a rich source of insights and lessons that businesses can leverage to enhance customer experience. With its unforgettable characters, intricate plots, and immersive storytelling, Star Wars encapsulates timeless wisdom that companies can apply to cultivate customer loyalty and satisfaction.

Customer Experience 295

Customer Experience Social Media Customer Journeys Touchpoint 295

ShepHyken

NOVEMBER 12, 2024

I was recently hired as a keynote speaker to talk to a group of financial advisors about client service. One of the topics of the meeting was a discussion about why a client would leave. The most obvious reason might be that the financial advisor gave bad advice, and the client lost money. But let’s assume the advisor is smart, the advice is sound, and the return on investment meets expectations.

Return on Investment 101

Return on Investment Financial Customer Service Training Customers 101

InMoment XI

NOVEMBER 12, 2024

Did you know consumers ranked social media in the top five most preferred channels for customer support? Furthermore, more than 80% of consumers expect a response from businesses on social media within two business days. With these customer expectations in mind, having a robust social media monitoring strategy that helps you stay connected with your customers has never been more important for maintaining a positive customer experience.

Social Media 360

Social Media Analysis Metrics Analytics 360

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

Report

C3Centricity

NOVEMBER 26, 2024

Many brands today claim to be consumer-first or consumer-led. However, their attempts often fall short of expectations, resulting in actions that lack the authenticity and depth consumers seek. Radical Consumer Centricity changes that. This approach involves embedding consumer insights into every part of a company, driving long-term success by anticipating and meeting consumer needs precisely.

Competitive Advantage 209

Competitive Advantage Consumers Banking Loyalty 209

eglobalis

NOVEMBER 12, 2024

Introduction In professional services, the stakes are high, and the margin for error is razor-thin. A single misstep—be it an overlooked deadline or a missed client update—can strain, or even sever, client relationships. But imagine transforming each client engagement into an indispensable experience that not only meets but anticipates and exceeds client expectations.

Customer Centricity 428

Customer Centricity Strategy B2B Feedback 428

ECXO

NOVEMBER 17, 2024

Emotion-Driven Design: Unlocking the Key to Unstoppable Customer Adoption Introduction In the fast-evolving technology landscape, emotional design has emerged as a critical factor influencing adoption rates. Design leaders play an instrumental role in guiding products beyond functionality to create a connection that resonates on a personal level with users.

B2B 382

B2B Loyalty Connections Technology 382

Retently

NOVEMBER 27, 2024

Table of Contents Key Takeaways Why Ecommerce Growth Strategies Are Essential 1. Analyzing Market Trends and Customer Behavior 2. Personalizing the Customer Journey 3. Expanding Revenue Channels 4. Optimizing Conversion Rates 5. Building Customer Loyalty for Retention 6. Boosting SEO and PPC Efforts 7. Leveraging Social Media and Influencer Marketing 8.

Ecommerce 145

Ecommerce Sales Strategy Tips 145

InMoment XI

NOVEMBER 1, 2024

Fake reviews are an escalating problem for both consumers and businesses. Nearly 30% of online reviews are now estimated to be fake, and this figure keeps rising. As consumers grow more aware of this issue, they’re becoming increasingly cautious about purchasing products or services. In fact, over 50% of consumers say they wouldn’t buy a product if they suspected the reviews were fake.

How To 221

How To Guidelines Report Consumers 221

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

Data

TechSee

NOVEMBER 27, 2024

Customer experience, or CX, is a fundamental component that determines the success of a business. Companies thriving today recognize that finding ways to improve customer experience is not just an option but a strategic necessity for 2025, with all the opportunities and challenges that it entails, and beyond. With so many aspects of CX to consider, we think it’s important to break down our suggested improvements into four key concepts.

Customer Experience 124

Customer Experience Customer Centricity Net Promoter Score Culture 124

IntouchInsight

NOVEMBER 26, 2024

In today’s digital age, a brand’s reputation often begins with what customers say online. With so many options at their fingertips, consumers rely heavily on reviews and social media feedback when making decisions. This makes managing your online presence essential, as it’s now a key factor in building trust and loyalty.

Social Media 156

Social Media Tips Brands Loyalty 156

eglobalis

NOVEMBER 19, 2024

The companies that thrive today aren’t just adopting AI; they’re embedding it into their DNA to design groundbreaking technologies and solutions that deliver unmatched value to customers. From healthcare breakthroughs to cutting-edge industrial systems, algorithmic experimentation empowers organizations to test, iterate, and refine their approaches rapidly, driving faster innovation and reduced risk.

B2B 413

B2B Healthcare Innovation System 413

ECXO

NOVEMBER 25, 2024

Decoding the Feedback Dilemma: A Strategic Framework for Evaluating Customer Requests Originally posted complete version at: [link] In the dynamic world of B2B customer experience, balancing responsiveness to feedback with long-term strategy can feel like walking a tightrope. Every feature request represents a signal—sometimes an isolated need, sometimes a broader trend—but responding to every demand can lead to resource strain, product dilution, and missed strategic opportunities.

Feedback 338

Feedback ROI Roadmap Analytics 338

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

Retently

NOVEMBER 13, 2024

Shopping online is more than just convenient – it’s the new normal. But as ecommerce grows, so do customer expectations. Today’s shoppers aren’t just looking for products; they’re looking for experiences. A seamless, personalized, and engaging buyer journey is the difference between a one-time shopper and a loyal customer. This is why Customer Experience has become the heart of online retail success.

Ecommerce 156

Ecommerce Retail Social Media Technology 156

InMoment XI

NOVEMBER 26, 2024

Did you know that 77% of organizations cannot consistently create a consistent customer experience across channels? This often stems from poor internal communication, outdated technology, or inefficient processes. However, to combat this, you need to understand the end-to-end customer experience and be prepared for every path a consumer might take to become a customer or that a current customer might take when using your products or services.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

AWS Machine Learning

NOVEMBER 7, 2024

Today we are announcing the general availability of Amazon Bedrock Prompt Management , with new features that provide enhanced options for configuring your prompts and enabling seamless integration for invoking them in your generative AI applications. Amazon Bedrock Prompt Management simplifies the creation, evaluation, versioning, and sharing of prompts to help developers and prompt engineers get better responses from foundation models (FMs) for their use cases.

Management 142

Management Financial Tools System 142

CX University

NOVEMBER 6, 2024

CX University (CXU), a leading provider of online Customer Experience (CX) education, has partnered with CRM Middle East to introduce the first comprehensive online CX certification program delivered entirely in Arabic. This collaboration aims to address the growing demand for specialized CX skills in the Middle East region. Set to launch towards the end of 2024, the program will offer a comprehensive curriculum covering essential CX concepts, strategies, and best practices tailored to the uniqu

CRM 111

CRM Training Net Promoter Score Customer Experience 111

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

Trends

eglobalis

NOVEMBER 26, 2024

Are We Injecting Empathy into Organizational Culture ? Over the past few years, empathy has become a buzzword in CX conversations—and while it’s great to emphasize understanding, empathy alone is practically useless if issues in B2B or B2C experiences remain unresolved. What good is being empathetic if customers still face recurring problems? Emotional design may help create empathetic, user-friendly solutions, but empathy without action falls flat.

B2B 380

B2B B2C Culture Net Promoter Score 380

ECXO

NOVEMBER 26, 2024

Unicorns Dependency in CX – Here Is How You Avoid This “Trap” If you’re plugged into the business world, you’ve likely heard the term “unicorn” tossed around in meetings, LinkedIn posts, or business articles. But we’re not talking about the mythical horse with a horn. 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.

Self Service 306

Self Service Training Culture Analytics 306

Upstream Works

NOVEMBER 20, 2024

Discover how to reduce AI complexity while enhancing CX with a balanced approach in part two of our AI Revolution series. The post Reduce AI Complexity & Keep Humans in the Middle [Video] appeared first on Upstream Works.

Video 88

Video How To 88

InMoment XI

NOVEMBER 25, 2024

Google Posts are an invaluable tool for businesses to communicate updates, offers, and events directly to their audience. This guide will cover everything you need to know to make the most of them. What Are Google Posts? Google Posts are short updates published on Google My Business (GMB) profiles. These posts appear on your business listing, providing a direct channel to communicate updates, promotions, and events.

Multi-Channel 195

Multi-Channel Software Policies Strategy 195

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

Connections

AWS Machine Learning

NOVEMBER 26, 2024

In the field of generative AI , latency and cost pose significant challenges. The commonly used large language models (LLMs) often process text sequentially, predicting one token at a time in an autoregressive manner. This approach can introduce delays, resulting in less-than-ideal user experiences. Additionally, the growing demand for AI-powered applications has led to a high volume of calls to these LLMs, potentially exceeding budget constraints and creating financial pressures for organizatio

Healthcare 128

Healthcare Financial Chatbots Travel 128

ShepHyken

NOVEMBER 25, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does modern AI enhance the efficiency of customer interactions in contact centers? How can AI anticipate customer needs and offer better solutions in customer service? What are the common fears among leadership when adopting AI solutions in customer support?

Customer Engagement 89

Customer Engagement Engagement Average Handle Time Contact Center 89

eglobalis

NOVEMBER 5, 2024

Brian Solis’s journey is one of consistent foresight and evolution, making him one of the most impactful voices in the fields of digital transformation, customer experience, and innovation. Over the years, he has established himself as a pioneer, helping leaders, teams, and organizations navigate a rapidly changing world with actionable insights and a profound understanding of technology’s potential.

Leadership 386

Leadership Innovation Social Media Trends 386

Retently

NOVEMBER 29, 2024

First impressions in business? They’re exactly like a first date. Think about it: from the moment you meet, every glance, every word, and every interaction paints a picture. Will it lead to something great, or will it fizzle out with a polite “thanks, but no thanks” ? Just like meeting someone new, customers form snap judgments – sometimes in just a few seconds – about your business.

Survey 78

Survey Ecommerce Feedback Interaction 78

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

Upstream Works

NOVEMBER 12, 2024

This post is a summary of Upstream Works CEO, Rob McDougall's talk at Fall ’24 AI/COMM titled The AI Revolution in CX. The post The AI Revolution & Creating Super Agents appeared first on Upstream Works.

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CSM Magazine

NOVEMBER 13, 2024

In the competitive world of real estate, exceptional customer service can be the key differentiator that sets you apart from the competition. From first-time buyers to seasoned investors, clients seek agents who are not only knowledgeable but also responsive, attentive, and approachable. Let’s explore ten valuable tips that can elevate your customer service game and help build lasting relationships with your clients according to Verde Trader.

Tips 98

Tips Customer Service Exceptional Customer Service Social Media 98

AWS Machine Learning

NOVEMBER 13, 2024

Live streaming has been gaining immense popularity in recent years, attracting an ever-growing number of viewers and content creators across various platforms. From gaming and entertainment to education and corporate events, live streams have become a powerful medium for real-time engagement and content consumption. However, as the reach of live streams expands globally, language barriers and accessibility challenges have emerged, limiting the ability of viewers to fully comprehend and participa

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Resources Video Entertainment Fashion 133