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

eglobalis

Rethinking Customer Loyalty Metrics: Beyond NPS The Net Promoter Score (NPS) , once heralded as the ultimate measure of customer loyalty, is now under scrutiny. Critics argue that NPS oversimplifies complex emotions and fails to provide actionable insights that drive meaningful change.

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

eglobalis

Invest in Cultural Sensitivity Training: Equip teams with tools to navigate cultural nuances in professional empathy. Train Teams Effectively: Ensure employees can translate data insights into empathetic actions that align with client priorities. Cross-train staff to provide variety in tasks while ensuring operational continuity.

B2B 493
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Stuck in an Outdated CX Framework? Here’s Why You’re Missing Out on Real Results

eglobalis

Advanced data analysis, such as behavioural analytics and sentiment analysis, also provides a quantitative view of client preferences and emotional responses, helping to anticipate issues before they arise and to personalize interactions at every touchpoint.

B2B 514
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Beyond NPS: Why Customer Feedback Needs a 360-Degree Revolution

eglobalis

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Should you kill NPS?

NPS 450
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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.

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The Right Survey to Measure Each Touchpoint of the Customer Journey

GetFeedback

After my trip was over, I received one final request using a Net Promoter (NPS) rating scheme. This is the right time to use NPS. . type question works well when evaluating a relationship or complete experience, but it can be confusing if asked after individual touchpoints. Effective deployment of surveys by touchpoint.

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

ECXO

Customer experience spans many touchpoints and processes trying to fix everything at once can overwhelm the team and dilute resources. Training programs can build skills like customer journey mapping, design thinking, and emotional intelligence to better understand client needs. Another key aspect of strategy is prioritization.

B2B 339