2024

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Beyond Deliverables: How AI and Customer Centric Strategies Are Redefining Professional Services

eglobalis

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.

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Decoding the Feedback Dilemma: A Strategic Framework for Evaluating Customer Requests

ECXO

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 391
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How Social Media Monitoring Can Impact Your Business

InMoment XI

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.

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A Guide to Choosing the Right Text Analysis Software for Your Business

Lumoa

So, you’re eyeing growth and a healthy ROI for your business, right? I’m guessing that’s a big ‘yes.’ It’s a common goal, after all. And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI).

Analysis 369
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Enterprise ABM Marketing Tools: A Marketers Guide

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

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How to Align Customer Service and Experience to Drive Lasting Business Growth

Experience Investigators by 360Connext

When customers face a challenge and need help, customer service or support representatives are their heroes — and organizations have invested a lot of time to make customer support a breeze in a growing number of channels: Store representatives are trained to empathize with customers and know how to quickly get them tailored solutions in person. Call centers assist customers at any hour of the day, with expert scripts and knowledge bases designed to help them navigate even the trickiest situatio

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How to Triumph Over Budget Cuts and Prove Your Marketing ROI

C3Centricity

As we all know and, unfortunately, have probably also experienced, every dollar in our marketing expenditure must be justified, and we have to prove our marketing ROI or risk budget cuts! Chief Marketing Officers (CMOs) face the dual challenges of managing budget constraints while also demonstrating the return on investment (ROI) of their marketing initiatives.

ROI 296
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Calculating Contact Center Outsourcing Costs: Insights You Need Right Now

BlueOcean

So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. How do you start to compare your in-house apples to those outsourced oranges? What math should go into the business case around call center outsourcing costs? (Or if you’re keen on delegating that chore, skip this read and contact us today for a cost analysis of your center !

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The Advantages and Disadvantages of Live Chat Support

Comm100

The immediacy and convenience of live chat has catapulted the technology into a go-to support channel for consumers and an essential tool for businesses. Gone are the days when customers could only get slow and often frustrating support via email or phone. And far gone are the days when agents had little to no information about the customer they were speaking to and were restricted to serving one user at a time.

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Top Ecommerce Growth Strategy Tips to Skyrocket Your Sales

Retently

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 148
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The Evolving Retailers Fulfillment Strategy: Meeting Demands with Agility

Speaker: Becky Parisotto

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

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Stuck in an Outdated CX Framework? Here’s Why You’re Missing Out on Real Results

eglobalis

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 442
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Empathy Won’t Save You: Why CX Thrives on Action, Not Sentiment but Outcomes?

eglobalis

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 406
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Brian Solis: The Visionary Who Will Mindshift Your Perspective on Innovation, CX and Leadership

eglobalis

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.

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The Critical Nature of Customer Experience in Medical Devices: Why Near Perfection is the Only Option

ECXO

The Critical Nature of Customer Experience in Medical Devices: Why Perfection is the Only Option In the medical devices industry, encompassing leaders like Medtronic, Abbott, Johnson & Johnson, and innovative players like Tandem, maintaining a flawless customer experience is not just a priority—it’s a necessity. Unlike other industries, where a lapse in service may cause inconvenience, in healthcare, it can mean the difference between life and death.

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4 HR Priorities for 2025 to Supercharge Your Employee Experience

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

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Delete, Ignore, Snub or Engage? How Mature Companies Should Tackle Negative Social Media Feedback Analyses

eglobalis

Introduction As companies mature, they face increasingly complex decisions about how to handle customer complaints and negative feedback on social media. Should they engage with every post or focus on resolving issues privately? Best practices suggest various approaches, but the decision is far from one-size-fits-all. This article explores the pros and cons of responding to negative posts, evaluates the effectiveness of following best practices from leading organizations such as BCG, McKinsey, a

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AI in the Workplace: Transforming Customer and Employee Experience

eglobalis

As organizations aim to boost productivity, engagement and overall satisfaction, AI technologies are becoming essential tools The Gist AI boosts productivity. AI tools enable faster, more efficient service delivery, enhancing employee satisfaction and customer experience. Faster hiring process. Leveraging AI cuts recruitment time by half, ensuring quicker staffing with quality candidates for better service continuity.

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Beyond the Ask: A Practical Guide to Deciding Which Customer Feedback to Act On

eglobalis

When customers provide feedback, especially in the B2B space, the temptation is often to take their requests at face value and immediately begin development. After all, customer-centric businesses thrive on understanding and addressing their customers’ needs. However, not all feature requests are feasible, beneficial, or aligned with your company’s long-term strategy.

Feedback 441
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CX Titans: Samsung & Apple’s Rivalry and Collaboration for Excellence

eglobalis

Rivalry and Collaboration: How the Titans Samsung & Apple Set the New CX Standard of Excellence Introduction In the dynamic and highly competitive world of consumer electronics, two giants consistently stand out: Samsung and Apple. Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons. Despite their rivalry, there is an underlying synergy in their approaches, where each brand’s strengths and weaknesses drive the other to improve.

e-support 445
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2024 State of Customer Education Report

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.

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Beyond the Basics: Why the Traditional Customer Experience Education Model is Outdated

eglobalis

Introduction: The Changing Landscape of CX Education Customer experience (CX) education has long relied on a model built around a set of 5-6 pillars. These pillars include customer journey mapping, feedback mechanisms, employee experience, customer experience culture and strategy, with some variations such as McKinsey’s operational efficiency model.

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Unicorns Dependency in CX – Here Is How You Avoid This “Trap”

ECXO

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.

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Emotion-Driven Design: Unlocking the Key to Unstoppable Customer Adoption

ECXO

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 390
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How Customer Success Metrics Are Reshaping the Subscription Economy

ECXO

The image was created by DALL·E, and all rights are reserved by ECXO.org. 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. In this recurring revenue model, the success of a company isn’t just about acquiring new customers; it’s about ensuring long-term customer engagement, satisfaction, and retention.

Metrics 332
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Less Stress, More Success: Accounting Best Practices & Processes for 2025

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.

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The Power of CX Experimentation: Turning Insights into Actionable Success

eglobalis

This article was originally posted at: [link] Ready to disrupt your CX strategy? Its time to stop guessing and start experimenting. The Gist Experimentation eliminates CX guesswork. Move beyond assumptions by using data-driven experimentation to refine your CX strategy. Testing turns insights into action. Experimentation helps you turn customer feedback into actionable improvements that drive satisfaction.

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CX 2025: The AI Revolution That Will Leave Your Business Behind

eglobalis

The customer experience (CX) landscape is undergoing a seismic transformation , with 2025-6 poised to be a defining year. Outdated metrics and strategies will be replaced by AI-driven innovations that promise to reshape how businesses interact with and anticipate the needs of their customers. From hyper-personalization to autonomous workflows, AI is delivering unprecedented opportunities while posing new challenges.

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May the Customer Experience (CX) Force be with you!

ECXO

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.

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Why Europe and the UK Are Always Behind the USA in Customer Experience

eglobalis

Customer experience (CX) has become a critical differentiator in today’s competitive market, influencing customer loyalty and overall business success. While the USA leads in delivering superior customer experiences, Europe and the UK often lag behind. This article explores the reasons behind this disparity, examining factors such as cultural differences, investment levels, regulatory environments, and innovation adoption rates.

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Frost Radar: Voice of Customer Analytics, 2024

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.

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B2B Customer Experience: The Complete Guide

InMoment XI

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. B2B (business-to-business) transactions often involve ongoing relationships and partnerships.

B2B 413
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Mixing Ethnography with Customer Experience: A Deep Dive into Customer Benefits

eglobalis

Mixing Ethnography with Customer Experience: A Deep Dive into Customer Benefits The post Mixing Ethnography with Customer Experience: A Deep Dive into Customer Benefits appeared first on Eglobalis.

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The Thrilling Journey of a Customer Experience Leader: The 10+1 list

ECXO

The Thrilling Journey of a Customer Experience Leader: The 10+1 list I often get asked about my job as a Customer Experience (CX) leader and what I do on a daily basis. So, I wanted to share some of the main things I do in this role. You might be wondering what I mean by “10+1” – don’t worry, I’ll explain soon. But before I get into that, I want to talk about what it really means to be a Customer Experience (CX) leader.