Remove Government Remove Management Remove Technology
article thumbnail

How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes

ECXO

It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. Governance mechanisms should be put in place early, led by leadership.

B2B 339
article thumbnail

The Power of CX Experimentation: Turning Insights into Actionable Success

eglobalis

Drawing insights from reliable sources, including past articles on eGlobalis.com, this article delves into the benefits of experimentation for CX programs , covering multiple areas such as omnichannel services, technology, cultural adaptation and design. Strategic resource management is crucial for sustaining CX experimentation efforts.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

B2B CX – Strategy & Business Alignment

ECXO

Action Point: Establish a cross-functional CX governance team that ensures alignment across all departments. Example: If account managers are rewarded purely for new sales but not for customer retention , they may neglect existing customers , causing churn.

B2B 310
article thumbnail

Governing the ML lifecycle at scale, Part 3: Setting up data governance at scale

AWS Machine Learning

This post is part of an ongoing series about governing the machine learning (ML) lifecycle at scale. This post dives deep into how to set up data governance at scale using Amazon DataZone for the data mesh. The data mesh is a modern approach to data management that decentralizes data ownership and treats data as a product.

article thumbnail

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

article thumbnail

Four Things to Consider When Leveraging a Customer Feedback Management Platform

InMoment XI

And when I look back on all that, I couldn’t be more grateful for customer feedback management platforms (also known as CFM platforms). Customer experience (CX) technology has taken what used to be a days-long process and condensed it to minutes. How to Choose a Customer Feedback Management Platform. Boy, how times have changed!

Feedback 370
article thumbnail

Winning Leadership Support for Your CX Program: How to Align and Drive Buy-In

eglobalis

Siloed Data and Systems: Customer information in B2B is often fragmented across sales, marketing, account management, and support. Many B2B firms also lack a central CX team in one survey, 28% had no coordinated CX governance which underscores the challenge of breaking down departmental barriers. Demonstrating the value of CX (e.g.,