ECXO

DECEMBER 25, 2024

Growth vs. Customer Experience: A Dilemma? In the sometimes lunatic world of business, companies often find themselves walking a tightrope between the relentless pursuit of growth and the need to create outstanding customer experiences. For businesses, this means the bar for customer experience (CX) is perpetually rising.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

eglobalis

MARCH 24, 2025

Introduction: AI-driven virtual agents, including chatbots and voice assistants, are increasingly integral to customer service operations. Organizations leverage these technologies aiming for efficiency, cost reductions, and enhanced customer experiences.

Contact Center 366

Contact Center AI Compliance Machine Learning 366

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves.

Customer Experience 458

Customer Experience Social Media Predictive Analytics AI 458

eglobalis

JULY 25, 2024

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.

Customer Experience 513

Customer Experience Innovation CX Omnichannel 513

eglobalis

OCTOBER 30, 2024

AI tools enable faster, more efficient service delivery, enhancing employee satisfaction and customer experience. Leveraging AI cuts recruitment time by half, ensuring quicker staffing with quality candidates for better service continuity. Faster hiring process. Enhanced well-being.

AI 483

AI Outlook Customer Satisfaction Technology 483

eglobalis

OCTOBER 21, 2024

However, this approach requires seamless coordination between public relations, social media teams, and customer service to ensure customer experience consistency. Mature companies often face the dilemma of scaling customer service while ensuring that every response is thoughtful and effective.

Social Media 521

Social Media B2B Sentiment Analysis B2C 521

ECXO

JANUARY 21, 2025

The Tale of Apex Gadgets: A Cautionary Tale of Ignoring Customer Experience Hey everyone! After a couple of weeks of holiday bliss, Im back and ready to dive into sharing more knowledge about one of my favorite topics: customer experience. What happens if a company doesnt care about customer experience?

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

Adrian Swinscoe

OCTOBER 29, 2024

I shared this quote on Instagram the other day… View this post on Instagram A post shared by Adrian Swinscoe (@punk_cx) and it reminded […] The post The big list of little things that destroy your customer experience (reprise) first appeared on Adrian Swinscoe.

Customer Experience 246

Customer Experience Customer Satisfaction Customer Experience Management Customer Service 246

eglobalis

JUNE 3, 2025

Introduction: The Orchestrating Power of Customer Experience Across Customer Success, Customer Service, and Professional Services CX as an Organizational Culture and Philosophy Customer Experience (CX) today is not a department or a single functionit is a company-wide philosophy and a strategic framework.

AI 390

AI CX Net Promoter Score NPS 390

ECXO

NOVEMBER 26, 2024

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. This makes them extremely effective in customer-facing roles, where time is of the essence. What Is a “Unicorn” in a Company?

CX 334

CX Artificial Intelligence Innovation Customer Satisfaction 334

ECXO

AUGUST 19, 2024

Customer Experience Experimentation: Your Final Frontier Introduction Customer Experience (CX) is a critical battleground in today’s competitive market. A/B testing customer service approaches, for instance, can reveal the best methods for resolving issues promptly and effectively.

Customer Experience 368

Customer Experience Customer Journey Map Net Promoter Score B2B 368

Adrian Swinscoe

FEBRUARY 17, 2025

This is a guest post from Gans Subramanian, Managing Partner, B-TRNSFRMD Artificial intelligence (AI) has helped the omnichannel customer experience and service industry achieve a revolutionary [] The post The AI revolution in customer service: What to expect in 2025 first appeared on Adrian Swinscoe.

Artificial Intelligence 147

Artificial Intelligence AI Customer Service Omnichannel 147

ECXO

JULY 29, 2024

Designing and Rolling Out a Global Customer Experience Strategy Introduction Delivering exceptional customer experience (CX) is essential for any successful business. This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

Adrian Swinscoe

DECEMBER 3, 2024

Every December for the last five years, I’ve compiled a set of predictions about what is likely to happen in the customer experience space in the […] The post Cutting through the noise to get to the reality of customer service AI first appeared on Adrian Swinscoe.

AI 147

AI Customer Service Customer Experience Artificial Intelligence 147

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.

CX 524

CX B2B Innovation Sentiment Analysis 524

ECXO

FEBRUARY 10, 2025

The Great Illusion: How Reality is Just a Matter of Perspective (and Why It Matters for Customer Experience) Ever had a conversation where one person insists it’s freezing cold while the other swears it’s just mildly chilly? ” Two people, same event, totally different emotional experiences.

Customer Experience 167

Customer Experience Construction Social Media Customer Expectations 167

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Develop a Customer-Centric Culture Shifting an organization toward a customer-centric culture starts at the top.

B2B 409

B2B Customer Experience Touchpoint B2C 409

Intercom

NOVEMBER 13, 2024

Today, we’re excited to share Intercom’s latest guide – The New Economics of Customer Service. ⚡️ Ready to dive straight in and learn how AI broke the linear customer service growth model? More customers inevitably means higher support volume. AI has changed that; now, there’s another way.

Customer Service 98

Customer Service AI Start-ups Business Growth 98

Adrian Swinscoe

MAY 17, 2025

When Mikkel Svane and his co-founders, Morten Primdahl and Alexander Aghassipour, foundedZendeskin 2007, they aimed to revolutionize customer service by creatingbeautifully simple softwarethat enabled businesses to [] The post Here comes the customer service resolution revolution first appeared on Adrian Swinscoe.

Customer Service 147

Customer Service Artificial Intelligence AI Innovation 147

ECXO

AUGUST 12, 2024

MarTech-Driven Transformation: Navigating the Future of Customer Experience Introduction In today’s fiercely competitive business landscape, delivering a superior customer experience (CX) is not just an advantage—it’s essential. Created by DALL-E with all rights reserved to ECXO.org.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

ECXO

OCTOBER 7, 2024

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. But before I get into that, I want to talk about what it really means to be a Customer Experience (CX) leader.

Customer Experience 373

Customer Experience CX Innovation Artificial Intelligence 373

eglobalis

AUGUST 28, 2024

Guest post by: João Pereira In the bustling corridors of the business world, where brands and businesses compete for the attention of discerning customers, the concept of free will stands as a beacon of human autonomy and conscious choice. Recognizing these cultural differences broadens our understanding of free will and its implications.

Customer Experience 376

Customer Experience Legal Customer Relationship Retail 376

eglobalis

MARCH 18, 2025

In today’s rapidly evolving AI Agent experience landscape, Artificial Intelligence (AI) has become integral to enhancing customer service and experience efficiency and responsiveness.

AI 394

AI Artificial Intelligence CX Legal 394

Adrian Swinscoe

JANUARY 3, 2025

Recently, I had the pleasure of speaking to Voyo Popovic, the founder and CEO ofPiece of Cake, a fast-expanding moving company headquartered out of New York. [] The post How one entrepreneur used customer service to disrupt a traditional industry first appeared on Adrian Swinscoe.

Customer Service 147

Customer Service Social Media Business Growth Customer Relationship 147

ECXO

MARCH 3, 2025

posts header on Linkedin and ECXO One Journey to Rule Them All: What Frodo Can Teach Us About Customer Experience Since I was a teenager, Ive been a huge fan of epic fantasy. After all, creating a great customer experience is a lot like an adventure through Middle-earth. Sound familiar?

Customer Experience 156

Customer Experience Actionable Insights Touchpoint CX 156

ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? The third sin is poor communication.

Customer Experience 289

Customer Experience VOC Net Promoter Score Innovation 289

eglobalis

SEPTEMBER 19, 2024

A disengaged workforce can stall even the best-laid transformation plans, whereas motivated employees can propel companies to achieve not only operational goals but also enhanced customer experiences (CX). Empowered employees are key to bridging the gap between internal transformations and customer outcomes.

Customer Experience 318

Customer Experience Innovation CX Customer Satisfaction 318

Experience Investigators

OCTOBER 11, 2024

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.

Business Growth 98

Business Growth Customer Service Customer Journey Map CX 98

Shaun Belding

JUNE 10, 2022

Last month we got not one, but three stories of truly WOW customer experiences. This, from my experience, is a customer service unicorn of the highest order. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog. All three of them from a bank — the same bank.

Customer Experience 279

Customer Experience Customer Service 279

Bill Quiseng

OCTOBER 9, 2024

So, I encourage you to remind yourself and your colleagues every day about each one of The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience. I am here to tell you that if you’re not in the Top Three, you don’t even exist in the minds of your potential customers. But I digress.

Customer Service 173

Customer Service Customer Experience Social Media Customer Loyalty 173

ECXO

JULY 16, 2024

To deliver a better Customer Experience, stop reading this article and go to sleep! Recognizing the importance of sleep and its profound effects on the workplace and customer experience is crucial for long-term success. Happy customers are more likely to return and recommend the business, driving long-term success.

Customer Experience 348

Customer Experience Innovation Education Gaming 348

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. The state of a customer’s satisfaction or dissatisfaction can instantly influence the state of the business.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

Intercom

JANUARY 20, 2025

The quality of your customer service either builds and reinforces crucial trust, or severely undermines it if issues are not resolved satisfactorily. Meeting those customer expectations at scale, while also adhering to strict regulatory requirements, demands the very best technology.

Customer Service 91

Customer Service Compliance AI Education 91