eglobalis

FEBRUARY 3, 2025

We will delve into ten key areas where AI is transforming CX , provide examples of enterprise technology companies that have been using AI for over eight years, and offer practical insights on how your company can leverage these advancements. CRM, ERP, and marketing platforms) to create a 360-degree view of the customer.

B2B 354

B2B Customer Journeys Customer Experience Chatbots 354

eglobalis

FEBRUARY 24, 2025

Lets explore why this claim lacks merit and how real-world examples highlight CXs enduring role in business success, particularly in B2B ecosystems where relationships, trust and adaptability define outcomes. Example: SAPs Customer Data Cloud offers advanced platforms for customer insights. Data alone cannot solve complex challenges.

B2B 268

B2B Culture Innovation Loyalty 268

eglobalis

OCTOBER 30, 2024

Real-World Examples of AI-Driven Improvements in Employee Experience Vodafone (Europe) Vodafone , the British multinational telecommunications company, has integrated AI into its recruitment and onboarding processes.

Employee Experience 454

Employee Experience Customer Experience Employee Engagement Telecommunications 454

eglobalis

OCTOBER 21, 2024

This contrasts starkly with companies that avoid responsibility, offering a remarkable example of how embracing feedback can lead to enhanced operations, retention, adoption and customer satisfaction. Below is a look at real cases where companies took these distinct approaches, including examples from both B2B and B2C environments.

Social Media 482

Social Media Feedback Engagement Company 482

ECXO

MARCH 6, 2025

For example, top companies define a concise CX aspiration aligned to their brand promise such as being the easiest partner to do business with, or providing a truly consultative, trusted advisor relationship and ensure it ties directly to business objectives. This vision serves as a North Star that guides the entire program.

B2B 332

B2B Customer Journeys How To Effort Score 332

eglobalis

JANUARY 7, 2025

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 Example: IBM leveraged empathy workshops with clients to redesign their cloud services.

B2B 267

B2B Company Customer Journeys Innovation 267

eglobalis

JANUARY 13, 2025

Through real-world examples and practical strategies, well explore how businesses can leverage these tools to enhance customer and agent experiences. This article provides a comprehensive evaluation of AI-driven tools like Salesforces, offering global examples and practical lessons for businesses seeking to elevate service excellence.

Customer Experience 381

Customer Experience Marketing Chatbots e-support 381

eglobalis

FEBRUARY 13, 2025

Example: Microsoft Azure. Example: Schneider Electric. Example: Slack. Example: Maersk Logistics. Example: Salesforce. Example: Toyota. How to execute: Use predictive tools to analyze usage patterns and potential risks. Create automated workflows to notify teams of anticipated problems.

Analytics 267

Analytics Measurement Metrics Feedback 267

eglobalis

JANUARY 20, 2025

This article explores ten key drivers of B2B loyalty , offering actionable insights supported by real-world examples. Boschs use of IoT solutions to monitor product performance and anticipate maintenance needs is a prime example. To achieve this, businesses must integrate AI-powered tools within their operations.

B2B 389

B2B Loyalty Loyalty Programs Innovation 389

C3Centricity

NOVEMBER 26, 2024

A leading example of this approach is Monzo , a digital-first bank based in the UK. Monzo’s example shows how brands that embrace Radical Consumer Centricity become indispensable to their consumers’ lives. Monzo’s commitment to customer-led innovation sets it apart in a competitive landscape.

Competitive Advantage 290

Competitive Advantage Consumers Banking Loyalty 290

ECXO

FEBRUARY 3, 2025

Example: A potential customer fills out a form on your website. Example: Imagine a customer buying a piece of software from your company. Example: Imagine reaching out to a company for information about a product. Example: A prospective customer requests a demo of your service. How would you feel?

Sales 263

Sales Customer Experience e-support Examples 263

eglobalis

DECEMBER 11, 2024

Additionally, it discusses alternative measurement methods beyond traditional metrics and highlights global examples of companies excelling in CX experimentation. For example, an organization might experiment with response times on social media versus email to identify the most effective communication method.

Customer Journeys 327

Customer Journeys Effort Score Omni-Channel Social Media 327

InMoment XI

NOVEMBER 19, 2024

A popular example is a large language model (LLM) giving a fabricated answer to a prompt it fails to understand. An example would be responding with an anniversary message to a prompt asking for a birthday card. For example, responding with “ New York ” to a question about the French capital. What is an AI hallucination?

Healthcare 195

Healthcare Training Contact Center Financial 195

InMoment XI

DECEMBER 3, 2024

For example, outlining a CX program and building a team to execute the vision. For example, tracking NPS to determine the success of recent loyalty efforts. For example, training employees to adopt a customer-centric approach and rewarding their work to motivate them.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

ECXO

NOVEMBER 19, 2024

For example, Johan, the dairy farmer managing 500 cows, needs efficient solutions for his milking parlor. For example, if Johan frequently purchases liners for his milking machines, send him tailored recommendations and exclusive discounts on related products. Understand their pain points, motivations, and challenges.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

ECXO

OCTOBER 27, 2024

For example, offering personalized content, proactively resolving potential issues, and recommending new services or upgrades can all contribute to increasing CLV. For example, if a customer hasn’t engaged with a product in a while, proactive communication offering tips or new features can reignite interest.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

ECXO

OCTOBER 17, 2024

For example, Medtronic’s Smart MDI system is designed to streamline insulin delivery through AI-driven algorithms. Cutting-Edge Technology and Its Complexities With rapid advancements in technology, medical devices are becoming more sophisticated.

Customer Experience 401

Customer Experience Healthcare Innovation System 401

InMoment XI

DECEMBER 18, 2024

For example, a call transcription tool prevents the need to listen to lengthy recordings and provides quick insight into customer experiences. For example, sentiment analysis is an NLP algorithm that categorizes feedback as positive, neutral, or negative. It analyzes past conversations, highlighting patterns and areas for improvement.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

InMoment XI

NOVEMBER 21, 2024

For example, this analysis can reveal why a customer canceled their subscription to your service. For example, key metrics like CSAT help you improve aspects of your business to satisfy specific customer needs. For example, a customer reviews your latest feature in a Facebook post.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

InMoment XI

NOVEMBER 26, 2024

Example: A SaaS company creates a buyer’s journey map to understand how potential customers discover their product, research competitors, and make decisions. Example: A fitness app company maps out the day in the life of a busy working parent to see how and when the app could help them achieve their fitness goals in their busy schedule.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

OCTOBER 31, 2024

For example, an agent who consistently records low AHT might not be resolving all the customer’s issues. For example, if an agent spends 6 of 8 hours on calls, their utilization rate is 75%. For example, they might not have easy access to customer data, making it difficult to resolve issues quickly.

Call Center 195

Call Center Metrics Self Service Effort Score 195

InMoment XI

DECEMBER 10, 2024

The most straightforward example is when a customer decides to cancel their subscription. For example, a subscription that ends due to failure to update credit card details. For example, if they havent renewed their subscription or completed a survey in a while, they might be losing interest in your product.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

ECXO

NOVEMBER 26, 2024

For example, marketing, product, and support teams can collaborate to address customer pain points holistically. Case Studies: Learning from Real-World Examples For you to get inspired, let’s take a look at some real-world examples of how companies handle (or mishandle) their reliance on unicorns: 1.

Self Service 334

Self Service Training Culture Analytics 334

InMoment XI

NOVEMBER 13, 2024

For example, a subscription that ends without renewal or communication from the subscriber. For example, you can send gift cards to at-risk customers after their next purchase. A good example of the importance of reducing customer churn comes from nib New Zealand. However, they haven’t attempted to renew it either.

Customer Retention 195

Customer Retention How To Analysis ROI 195

InMoment XI

NOVEMBER 14, 2024

For example, if you’re a pet food retailer, this analysis can highlight complaints about food quality. For example, if you learn that your pet food competitor is receiving online criticism for late product deliveries, you can use that to your advantage. This classification of public opinion gives you insight into your brand reputation.

Tools 195

Tools Social Media Customer Experience Analysis 195

eglobalis

OCTOBER 14, 2024

For example, customer expectations in retail differ vastly from those in the healthcare or tech industries. For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand. The same applies to B2B and B2C.

Customer Experience 420

Customer Experience Customer Journeys Case Study Innovation 420

ECXO

FEBRUARY 20, 2025

For example, a bakery might advertise a cake by listing its ingredients and size. The Shift from Product Selling to Value Selling Traditionally, businesses focused on product features, assuming that great features would naturally attract customers. This approach, known as product selling, centers on the what rather than the why.

Loyalty 301

Loyalty Competitive Advantage Advertising Feedback 301

C3Centricity

DECEMBER 27, 2024

Example: Diageos Whats Your Whisky tool is a standout example of hyper-personalisation in action. Example (Europe): Nespressos use of purchase history and preference data to create personalized product recommendations has significantly enhanced customer loyalty.

Consumers 156

Consumers Loyalty Brands Analytics 156

InMoment XI

NOVEMBER 5, 2024

For example, it pulled reviews from sites like Yelp, FourSquare, and TripAdvisor. For example, inaccurate data from FourSquare could potentially affect Apple Maps users. For example, if you have a cafe, you can use this feature to showcase new menu items for the fall season.

Connections 195

Connections Software Social Media Analysis 195

ECXO

DECEMBER 25, 2024

Example Action: Use tools like customer journey mapping software or feedback surveys to visualize and refine key interactions. Example Action: Regularly analyze data from platforms like Google Reviews or transactional satisfaction surveys to prioritize improvements. I usually call them MoTs (Moments of Truth).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156