InMoment XI

JULY 20, 2022

Check out these must-read articles! Top Articles on EX, Linking EX & CX, and Branded Experience. #1: Stakeholder (customer and employee) trust is about performance consistency and reliability, active 360 degree communication, and emotional security on an individual level, and humanized processes which lead to desired outcomes.

Article 370

Article Brands B2C B2B 370

eglobalis

NOVEMBER 5, 2024

This often happens with Brian’s works therefore I decided to post this short article about his work. His ability to communicate complex ideas in an engaging way has made him one of the most impactful speakers in the industry. Here are some of Brian’s books that I have up here; the rest are in one of our boxes downstairs. 1.

Leadership 471

Leadership Innovation Books Social Media 471

eglobalis

JANUARY 13, 2025

This article compares AgentForce with its competitors, focusing on automation, real-time support, and predictive analytics. This article provides a comprehensive evaluation of AI-driven tools like Salesforces, offering global examples and practical lessons for businesses seeking to elevate service excellence.

Marketing 417

Marketing E-support E Commerce Social Media 417

eglobalis

MARCH 18, 2025

This article delves into ten critical scenarios where human intervention becomes essential, introducing the concept of “Transition Thresholds” to describe these pivotal moments. I wrote this article also inspired by How to Identify When Agentic AI is Helpful. And Not written by Thomas Wieberneit.

Interaction 362

Interaction Culture Virtual Agent 2024 362

eglobalis

NOVEMBER 19, 2024

In this article, we’ll explore ten critical areas where companies are using AI to design better technologies, the challenges they face, and actionable steps they are taking to succeed. I hope you found the article insightful! I’m curious to know—does your company leverage algorithms and AI for experimentation and design enhancement?

B2B 521

B2B Innovation Healthcare Culture 521

eglobalis

OCTOBER 21, 2024

This article explores the pros and cons of responding to negative posts, evaluates the effectiveness of following best practices from leading organizations such as BCG, McKinsey, and Accenture, and provides an analytical framework for deciding when engagement is worth the time and resources.

Social Media 505

Social Media Feedback Engagement B2B 505

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. Demonstrating the value of CX (e.g., If you enjoyed this read, connect with me on LinkedIn !

Leadership 238

Leadership B2B B2C Net Promoter Score 238

ShepHyken

OCTOBER 27, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. The article starts with the comment, “To win in B2B commerce, consistently put a focus on customers at the center of all strategy and operations.”

Article 80

Article Customer Service Social Media 2024 80

ShepHyken

MARCH 24, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: This weeks Top Five roundup begins with an article about AI responding to customer reviews. For the business, its simple.

Article 74

Article 2025 Customer Service Healthcare 74

ShepHyken

OCTOBER 20, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We open this week’s Top Five Roundup with a fun article about using fun as a customer strategy. How often do your customers giggle?

Article 77

Article 2024 Customer Service 2025 77

ShepHyken

DECEMBER 29, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This excellent article/interview will give you even more insight into the importance and power of integrating the two.

Article 74

Article 2025 Customer Service 2024 74

CSM Magazine

MARCH 27, 2025

Strong client communication sits at the heart of every thriving business. Dropped balls in communication can spark confusion, tank customer satisfaction, or even cost a company deals. With digital exchanges taking over, finding ways to sharpen communication and build tighter bonds has never been more critical. Custom interfaces.

Communication 52

Communication Customers User Experience Article 52

ShepHyken

JANUARY 7, 2025

In 2024, I wrote 52 Shepard Letter articles and released 52 podcast episodes. Some people have told me they love the cartoons and dont read the articles. Here is the best from 2024: Rip the Band-Aid Off Communication : Communication is a cornerstone of the customer experience. Here are the five best from each category.

2024 80

2024 Article 2025 Workshop 80

eglobalis

APRIL 15, 2025

ABB contributed robotics use cases; Ericsson brought real-time communication tech. What It Involves Joint solution design or proof-of-concepts Shared labs, testbeds, or rapid prototyping Influence over product roadmap development IP-sharing agreements in some cases Strategic Impact Ericsson and ABB partnered on 5G-enabled smart factories.

Contact Center 279

Contact Center B2B Innovation Automotive 279

Experience Investigators by 360Connext

JANUARY 5, 2022

It’s my sincere goal that these concepts – along with the videos and additional resources provided in this article – can serve as a springboard to your CX success. Article] Why a CX Mission Statement Matters — And How to Create One. ?. Article] Use SMIRC Goals to Define Customer Experience Outcomes.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

Experience Investigators by 360Connext

APRIL 16, 2025

The following article was originally shared as an edition of The Weekly Win, my weekly email newsletter read by more than 5,000 customer experience change agents like you. Look for: Bottlenecks in communication Delays in product or service delivery Unclear next steps for customers Wherever you spot confusion or frustration, seek clarity.

Leadership 143

Leadership Customers Communication Presentation 143

eglobalis

OCTOBER 1, 2024

A siloed structure means that different departments operate in isolation, leading to communication gaps, disjointed strategies, and operational inefficiencies. This article explores ten actionable steps to break down silos and transform your organization into a well-integrated, synchronized entity.

2020 450

2020 Customer Journey Mapping Culture Innovation 450

eglobalis

SEPTEMBER 11, 2024

To start my article, I’d like to hear your thoughts: Do you believe that a strong connection between employee experience, empowerment, and innovation is crucial for generating truly innovative outcomes, or is there something more extraordinary required? However, employees are the bedrock of innovation within any organization.

Innovation 451

Innovation E-support Culture Customer Centricity 451

eglobalis

OCTOBER 9, 2024

It’s important to set realistic timelines and communicate them clearly to customers. Build a Transparent Communication Strategy Once a decision is made, whether to develop the feature or not, it’s vital to communicate clearly with the customer. However, clear and consistent communication helps mitigate potential damage.

Feedback 516

Feedback ROI Innovation B2B 516

CSM Magazine

NOVEMBER 22, 2024

In business, communication is everything. Indeed, the way you communicate – whether that’s with clients, customers, or even your own team – can make or break your message. Indeed, the way you communicate – whether that’s with clients, customers, or even your own team – can make or break your message.

Communication 52

Communication Social Media Demo Brands 52

CSM Magazine

NOVEMBER 17, 2024

That’s particularly true for organizations that rely on old-school communications hardware and software to connect with customers, many of whom have decidedly modern ideas about what their CX should look and feel like. A unified communications platform that combines voice with more robust capabilities in other communications channels.

Communication 59

Communication Contact Center 2007 2024 59

CSM Magazine

JANUARY 13, 2025

Balancing clear, effective communication with the need to protect sensitive data is a constant challenge. Why the Communication-Security Balance Matters Secure and seamless communication is the backbone of any successful customer service team. With everyone on the same page, customers get consistent and coordinated answers.

Communication 52

Communication Customer Service Omnichannel Multi-Channel 52

InMoment XI

OCTOBER 29, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. Focus on effective communication. Build a community around your offerings. Responding is just half of effective communication. Personalize the experience.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

eglobalis

JUNE 27, 2024

This vision should be aligned with the company’s overall strategy and communicated effectively to every department. Communication, continuous change management initiatives, and other strategies are essential to this alignment. Effective communication ensures everyone understands and is committed to the CX vision.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Related: [Article] Customer Experience Management Defined: How is it Different From CX? Both can be used to gain commitment from the C-Suite and can be leveraged as a way to communicate progress in an ongoing way. Better yet, ask your CEO to help lead communication around customer experience efforts in regular ways.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

Experience Investigators by 360Connext

NOVEMBER 5, 2024

Tune in to this CX Pulse Check as we uncover the vital role of communication in driving customer experience transformation. Tamsen Webster, founder of the Message Design Institute, sits down with Jeannie Walters to reveal how communication missteps often hinder change, drawing insights from Tamsyn’s latest book.

2024 143

2024 Banking Books Customer Centricity 143

InMoment XI

DECEMBER 10, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. Focus on Proactive Outreach Proactive communication is an important part of re-engaging at-risk customers.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

InMoment XI

SEPTEMBER 28, 2022

In this article, I’ll discuss three areas in which human expertise can make a valuable contribution. In 2021, the Wall Street Journal ran an article titled, “Why Companies Shouldn’t Give Up on Focus Groups.” Let’s dive in! 3 Areas Where Human Expertise Makes a Valuable Contribution to Customer Experience. Qualitative Research.

Customer Journey Mapping 418

Customer Journey Mapping Customer Experience Customer Journey Consulting 418

eglobalis

SEPTEMBER 16, 2024

In this article, I explore the often-overlooked elements of strategy development to avoid simply repeating common discussions on this topic. This article delves into how to define and execute a B2B CX strategy, offering practical insights on how to implement it at both local and global levels.

B2B 382

B2B Customer Experience Customer Centricity Omnichannel 382

InMoment XI

DECEMBER 16, 2021

T his article was originally published on CustomerThink. Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them.

Communication 195

Communication Culture Definition Employee Experience 195

eglobalis

JULY 2, 2024

This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. Additionally, AI is continuous in nature, using operational data to generate information expressed through existing metrics and KPIs, facilitating easier communication within the company.

NPS 461

NPS Feedback Net Promoter Score B2C 461

InMoment XI

MAY 4, 2022

QATC’s article ends with a table breaking out the line items behind the oft-quoted cost of about $6,500 to replace a non-supervisory employee. Through open communication. Think about the knowledge and experience the company held onto by keeping those employees. Not to mention the cost savings.) Solicit Employee Feedback.

Loyalty 435

Loyalty 2011 Call Center Leadership 435

InMoment XI

DECEMBER 17, 2024

A CX manager will lead team meetings, communicate strategies, and move projects forward while holding everyone to a timeline (including executives). Assess Cultural Fit Your customer experience manager will be responsible for communicating across your organization, whether it be executives or associates.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Experience Investigators by 360Connext

NOVEMBER 30, 2021

A Customer Persona — and especially a CX-focused one — can help paint an accurate picture of your customer and communicate that across your organization, empowering your employees and leading to better outcomes across the board. Related: [Article] An Introduction to Customer Journey Storyboarding .

Customer Experience 367

Customer Experience Customer Journey Mapping Customer Journey Touchpoint 367

InMoment XI

JANUARY 9, 2024

Here are some examples of how B2B companies are applying tactics designed to improve the customer experience: CRM platform HubSpot utilizes chatbots to connect with customers and encourage open communication. Maintaining open and proactive communication throughout the customer journey is also a critical aspect of B2B CX management.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

InMoment XI

FEBRUARY 25, 2022

This article was originally posted on CustomerThink.com. They also behave and communicate in a consistently positive manner toward the company, both inside and outside. Do companies recognize the high customer experience (CX) value of employee advocates? Shouldn’t they want to cultivate the kind of behavior advocacy represents?

B2C 397

B2C Employee Experience Culture B2B 397

eglobalis

AUGUST 13, 2024

In this article, we will delve into how Samsung and Apple differentiate in customer experience, focusing on ten key parameters: design, brand loyalty, fan following, creativity, CX, user interface, ecosystem integration, product quality, customer service, and marketing strategies.

E-support 512

E-support Innovation Customer Centricity Loyalty 512