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.
eglobalis
NOVEMBER 26, 2024
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. Too often, I see romanticized views of CX as a feel-good concept, but true success lies in execution and outcomes.
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eglobalis
NOVEMBER 5, 2024
WTF) – Defining Customer Experience (CX) What’s the Future of Business? Solis redefined CX as more than a trend, positioning it as central to brand strategy. Charlene Li, co-founder of Altimeter Group, wrote the foreword, recognizing their shared vision for digital transformation and the power of CX.
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.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms. This webinar with CX master Steve Pappas will unravel how conversational AI is transforming business-customer interactions and contact center operations globally.
Adrian Swinscoe
JUNE 9, 2025
I first talked to Sid […] The post The future of CX and agentic CX – Interview with Sid Banerjee of Medallia first appeared on Adrian Swinscoe. Today’s interview is with Sid Banerjee, Chief Strategy Officer at Medallia, a leading provider of customer and employee experience management solutions.
ECXO
MARCH 6, 2025
How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. This vision serves as a North Star that guides the entire program.
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The Northridge Group’s State of CX 2023 Part II research report reveals that nearly 50% of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. JUST RELEASED!
Advertiser: Vanilla Forums
How the CCO can improve CX and drive advocacy. How the CMO can improve CX and drive advocacy. Find out how collaboration can enhance the customer experience and drive business growth. Our eBook explains how, with topics like: Why should customer success and marketing leaders align? Download the ebook now!
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Getting your customer experience (CX) right drives business success. Not only does a better CX improve customer satisfaction, increase retention, and create more engagement, it also drives key business results, including lower operational costs and higher profits. That’s why we wrote this eBook.
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Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall experience!
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We partnered with ContactBabel to uncover the biggest hurdles businesses face when trying to improve CX and offer practical suggestions to overcome them. A high-quality customer experience creates loyal customers for years to come and makes for an easy win against businesses that are competing on other factors like price and quality.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
Save your seat for this exclusive webinar today, so that you can make 2024 your best year of CX yet! Are you excited to actually start making sense of customer analytics? 🚀 📍 March 26th, 2024 at 9:30 am PDT, 12:30 pm EDT, 4:30 pm BST
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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully?
Advertiser: Vanilla Forums
What do consumers expect when it comes to CX? Rather than assume that branded communities meet the expectations of the consumer, we wanted to figure out the “want behind the want” by asking if customer expectations around CX align with community offerings. If customers perceive community as a solution to CX expectations.
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