eglobalis

AUGUST 13, 2024

Rivalry and Collaboration: How the Titans Samsung & Apple Set the New CX Standard of Excellence Introduction In the dynamic and highly competitive world of consumer electronics, two giants consistently stand out: Samsung and Apple. Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons. Despite their rivalry, there is an underlying synergy in their approaches, where each brand’s strengths and weaknesses drive the other to improve.

CX 532

CX Innovation Manufacturing Technology 532

ECXO

AUGUST 12, 2024

Designed by DALL·E. All rights reserved © ECXO.org CX Design Matters: The Hidden Key to Boosting Tech Adoption Rates In today’s fast-paced digital world, the design of technological products plays a crucial role in determining their adoption rates and the overall experience they deliver to users. This article explores the intricate connection between digital product design, adoption rates, and customer satisfaction, offering essential insights and strategies for tech companies aiming to strength

CX 395

CX E-commerce Legal B2C 395

Adrian Swinscoe

AUGUST 30, 2024

Customers are generally not happy with the experiences they are having with brands. Last month, Forrester published the US 2024 Customer Experience (CX) Index, which found […] The post Factors driving the gap between customer expectations and satisfaction first appeared on Adrian Swinscoe.

Customer Expectations 264

Customer Expectations CX Customer Experience Business Growth 264

Inside Customer Service

AUGUST 8, 2024

Consistency is a hallmark of service culture. Imagine if every employee, on every team, in every location served customers the same way. Service so consistent, it became part of your brand. This level of service is not organic. Customer-focused companies use carefully cultivated steps of service to guide their employees. These service steps ensure employees take the same approach every time.

Hospitality 188

Hospitality Hospitality Social Media Contact Center 188

Speaker: Joe Wroblewski, Sales Engineer Manager

Automating time-consuming manual tasks can save your firm hundreds of hours–and thousands of dollars. But it can also have longer-lasting benefits, like helping you attract and retain the next generation of CPAs, and we don’t need to tell you how important that is amid the current generational staffing crisis in the tax and accounting profession. You'll want to save your seat for this new webinar with industry expert Joe Wroblewski, where we'll explore how to: Maximize ROI with Cost-Effective Te

Technology

Callminer

AUGUST 26, 2024

Learn how the call center has been modernized with call center training software that monitors agent performance, provides continuous data insights, and supports agents with immediate feedback.

182

182

Bill Quiseng

AUGUST 14, 2024

QUI TAKEAWAY: You can’t satisfy customers with disengaged employees. Start there. CARE for your people first. COMMUNICATE openly, interactively, frequently, and continuously any information your people need and want to know. Listen empathetically to their concerns, questions, and complaints. Express compassion and encouragement. APPRECIATE your people’s roles and responsibilities.

CX 174

CX Customer Satisfaction Customer Loyalty Customer Service 174

ECXO

AUGUST 19, 2024

All pictures generated with DALL-E are copyrighted by ECXO. Customer Experience Experimentation: Your Final Frontier Introduction Customer Experience (CX) is a critical battleground in today’s competitive market. To excel, businesses must continuously refine their CX strategies, and one of the most effective ways to do this is through strategic experimentation.

Customer Experience 368

Customer Experience Customer Journey Map Net Promoter Score B2B 368

Retently

AUGUST 18, 2024

High NPS scores can definitely feel like a big win. After all, Net Promoter Score is a popular way to gauge how happy your customers are and how likely they are to recommend your business to others. It’s a straightforward metric that many businesses use to celebrate their customer satisfaction. But here’s the catch: a high NPS doesn’t always mean everything is going perfectly.

NPS 151

NPS Net Promoter Score Customer Satisfaction Customer Loyalty 151

Adrian Swinscoe

AUGUST 27, 2024

Today’s interview is with Vivek Sharma, Chief Executive Officer & Co-Founder of Movable Ink, which empowers marketers with scalable, omnichannel personalization through data activation and AI […] The post Print-era thinking is holding personalization efforts back – Interview with Vivek Sharma on Movable Ink first appeared on Adrian Swinscoe.

Omnichannel 147

Omnichannel AI Artificial Intelligence Business Growth 147

Callminer

AUGUST 20, 2024

Read this blog to learn about the factors that drive outbound call center excellence: agent performance, metric tracking and analysis, and prioritization of customer experience.

Customer Experience 182

Customer Experience 182

Speaker: Lee Andrews, Founder at LJA New Media & Tony Karrer, Founder and CTO at Aggregage

This session will walk you through how one CEO used generative AI, workflow automation, and sales personalization to transform an entire security company—then built the Zero to Strategy framework that other mid-market leaders are now using to unlock 3.5x ROI. As a business executive, you’ll learn how to assess AI opportunities in your business, drive adoption across teams, and overcome internal resource constraints—without hiring a single data scientist.

AI

Customer Think

AUGUST 15, 2024

Introduction Article originaly posted at: [link] Experimentation methods are critical for enhancing Customer Experience (CX) programs by validating hypotheses, identifying improvement areas, and ensuring that new initiatives resonate with both partners and customers. In today’s competitive market, businesses must deliver exceptional CX that meets and exceeds customer expectations.

Innovation 137

Innovation Customer Experience CX Customer Expectations 137

Experience Investigators

AUGUST 13, 2024

How do you prioritize customer experience improvements in a way that truly makes an impact? Discover the answer as an insightful question from Allison Shapira (www.linkedin.com/in/allisonshapira/) sets the stage for an engaging exploration into aligning customer experience enhancements with your organization’s core goals. By mapping out the customer journey, we uncover the pain points and opportunities that matter most, using a combination of customer feedback and operational data to guide

Invoicing 115

Invoicing Customer Journey Map Touchpoint CX 115

ECXO

AUGUST 12, 2024

Created by DALL-E with all rights reserved to ECXO.org. 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. Marketing technology (MarTech) is at the heart of this evolution, integrating data, automating processes, and enabling personalized, real-time customer interactions.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

Retently

AUGUST 1, 2024

In The Lean Startup , Eric Ries describes the four ways customers drive sustainable growth for businesses. The first is word-of-mouth through recommendations and referrals. When people get value from your product, they’re likely to talk about it. The second is due to the product itself. A product like a MacBook, with its glowing Apple logo, is a constant advertisement.

Net Promoter Score 147

Net Promoter Score NPS Start-ups Invoicing 147

Speaker: Jason Cottrell and Gireesh Sahukar

Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.

Retail

Adrian Swinscoe

AUGUST 19, 2024

Recently, I was invited to participate in a discussion about how to improve customer service outcomes. At one point in the discussion, we were talking about […] The post Are assumptions hindering your delivery of great customer service? first appeared on Adrian Swinscoe.

Customer Service 147

Customer Service Omnichannel Customer Experience 147

Callminer

AUGUST 14, 2024

One of the most obvious benefits of AI is its potential to improve CX. Learn how AI has revolutionized companies' ability to engage with customers, analyze data, and make strategic decisions.

AI 182

AI Customer Experience CX 182

Customer Think

AUGUST 9, 2024

Introduction Find the original article here: [link] In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. Marketing technology (MarTech) is pivotal in enhancing CX by integrating data, automating processes, and enabling personalized interactions sometimes in real-time.

Customer Experience 137

Customer Experience CX Technology Technology 137

Totango

AUGUST 13, 2024

“If you invest in the post-sale, and you have somebody that can focus just on the digital journey, you’re going to keep more customers, and you’re going to expand them, because they’re going to have a better experience.” – Katie Yagodnik, Director, Customer Success Operations and Digital Programs, Totango + Catalyst Customer success operations (CS Ops) can be the “wizard” behind the scenes of your customer-centric strategy.

Start-ups 112

Start-ups Sales Gaming Voice of the Customer 112

Advertisement

What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Contact Center

ECXO

AUGUST 6, 2024

Future Thinking: A Complex and Multifaceted Ability that Deeply Influences Customer Experience On Customer Experience, future thinking involves envisioning and planning for future needs, preferences, and behaviors of customers. When companies struggle with future thinking, it can negatively influence their ability to meet customer expectations and adapt to changing market conditions.

Customer Experience 177

Customer Experience Innovation Education Government 177

Retently

AUGUST 13, 2024

Keeping your customers happy is the secret sauce to staying ahead. Yet, to really understand what makes them tick, businesses turn to customer satisfaction metrics – handy tools that capture how customers feel and what you can do to make their experience even better. Two of the most efficient tools businesses can use to measure customer happiness are the Customer Satisfaction Score (CSAT) and a newer Retently-born, but increasingly adopted metric called Customer Experience Score (XSAT).

Customer Experience 113

Customer Experience NPS Net Promoter Score Customer Satisfaction 113

Adrian Swinscoe

AUGUST 14, 2024

Today’s interview is with Gopi Polavarapu, Chief Solutions Officer at Kore.ai, a market leader in Conversational AI platform space. Gopi joins me today to talk about […] The post Agents view agent-assist technology as more important than a competitive salary – Interview with Gopi Polavarapu at Kore.ai first appeared on Adrian Swinscoe.

Technology 147

Technology Technology AI Artificial Intelligence 147

Callminer

AUGUST 12, 2024

Businesses often rely on CX automation to help customers quickly and conveniently at different points in the customer journey. Read this blog to learn how automation plays an important role in CX.

Technology 182

Technology Technology Customer Experience CX 182

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

Actionable Insights

Customer Think

AUGUST 28, 2024

The title is: Why the Medical Devices Industry Holds a Higher Standard of Customer Experience, and the question is: Why Can’t the Medical Devices Sector Fail?

Customer Experience 131

Customer Experience Innovation Customer Loyalty 131

Experience Investigators

AUGUST 6, 2024

Ready for another CX Pulse Check? Special Co-host David Avrin joins Jeannie Walters on Experience Action to highlight current events and innovations in customer experience (CX) and discuss their impact for CX leaders. What would our world look like if businesses prioritized protecting their service workers from abusive customers? First, we navigate a cultural revolution in Japan, where companies are redefining traditional norms to support their employees.

CX 112

CX Entertainment Innovation Customer Experience 112

ECXO

AUGUST 21, 2024

Become the King Midas of CX Once upon a time in ancient Greece, a king named Midas was absolutely crazy about gold. I mean, this guy loved gold so much that he probably thought about it 24/7. So, one day, this god named Dionysus, who owed the king a favor, offered to grant him one wish. And guess what? Midas, without even thinking twice, asked for the power to turn everything he touched into gold.

CX 156

CX Social Media Touchpoint Predictive Analytics 156

Retently

AUGUST 15, 2024

Imagine browsing your favorite online store, filling up your cart with everything you need, and then… something goes wrong. Maybe the checkout process is confusing, or you’re faced with unexpected import duties or shipping or return fees. Frustrating, right? That’s when you reach out to customer support, hoping for a quick fix. Now, think about how you’d feel if, after that interaction, the store reached out to ask about your experience and actually used your feedback to make things better

Retail 111

Retail Customer Satisfaction NPS Customer Feedback 111

Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting

Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical

Customer Satisfaction

Adrian Swinscoe

AUGUST 9, 2024

This is a guest post from Mike Adams OBE , founder of EnableAll. In just under a year, the European Accessibility Act will become law as […] The post Countdown to Inclusion: What to expect from the European Accessibility Act first appeared on Adrian Swinscoe.

Business Growth 147

Business Growth Customer Service Customer Experience 147

Callminer

AUGUST 6, 2024

This blog explores how AI analytics has improved call centers beyond its basic functions, empowering them to drill down important metrics, review conversations, and better understand customers.

AI 182

AI 182

Customer Think

AUGUST 9, 2024

As I have written a couple of times before, 2024 will be the year of truth for GenAI. Truth in the sense of proving the delivery of real business value to technology users. Why did the Metaverse disappear as fast as it came up? Or blockchains, for that matter?

AI 129

AI Technology Technology CX 129

Doing CX Right

AUGUST 18, 2024

A week of silence revealed surprising truths. Could these lessons transform your leadership style and business? Read more now. The post Silence Speaks: Leadership Lessons from 7 Days Without My Voice appeared first on Doing CX Right.

CX 105

CX 105

Speaker: Joe Wroblewski, Senior Sales Engineer

Is your tech stack working for you—or are you working for it ? 🤖 In today’s world of automation and AI, technology should simplify workflows—not add complexity. Seamless integration and interconnectivity are key to maximizing productivity, optimizing workflows, and improving collaboration. Join expert Joe Wroblewski for a practical and insightful session on how you can build a smarter, more connected tech stack that drives efficiency and long-term success!

AI