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
OCTOBER 21, 2024
Companies must consider the manpower needed to ensure thoughtful, consistent responses—especially for those with a global presence, where language barriers and cultural nuances can further complicate interactions. Always demonstrating the final results of customer conversations as a solution also contribute to customer trust in your brand.
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eglobalis
NOVEMBER 5, 2024
But a few years later, it became clear just how accurately he had anticipated the future of digital interaction and customer engagement. His frameworks were well ahead of their time, becoming essential guides for brands seeking to cultivate meaningful connections online.
eglobalis
DECEMBER 17, 2024
Outdated metrics and strategies will be replaced by AI-driven innovations that promise to reshape how businesses interact with and anticipate the needs of their customers. AI-Powered Personalization: Redefining Customer Journeys AI is revolutionizing customer interactions through personalization at scale.
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As digital channels dominate customer interactions, experiences are critical to get right. Learn where you fit today among three stages from “diagnostic” to “strategic listening and closing the loop” to “strategic insights,” and how to rapidly increase conversions, customer satisfaction, and brand perception with the right tactics and tools.
InMoment XI
APRIL 3, 2025
The Rise of the Experience Economy Brands are recognizing that the quality of experiences significantly influences customer choices, so making experience-led engagement a crucial differentiator is a priority. But how exactly are businesses making this transition? Surveys alone no longer suffice.
eglobalis
JANUARY 13, 2025
The systems automation capabilities ensured that cases were automatically categorized and assigned to the appropriate teams, freeing up agents to focus on critical customer interactions. To implement effective chatbot solutions, companies must ensure proper training of the AI using diverse datasets that reflect real customer interactions.
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With more and more customer journeys and interactions shifting to digital channels, the digital experience is becoming the key differentiator for brands competing in today’s experience economy.
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Surveys are an important part of your customer experience, which mean they require the same level of strategy, planning, design, and management that you apply to your most important customer journeys and interactions. To help supercharge your surveys, we’re providing you with the four key elements of a brand-building survey program.
Advertiser: Vanilla Forums
What is most important when interacting with a brand, and what is the ideal experience they’re looking for? Customer experience expectations are ever-changing so understanding what they are is crucial to the success of your brand. What do consumers expect when it comes to CX?
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Retail customers value price above everything, but the importance of other factors varies for different brands. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Access the full report today.
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
Also joining is SmartAction, who manages the AI-powered CX for more than 100 brands. In this webinar, Brian and Aarde will: Identify telephony interactions and volumes that meet thresholds for change. Discuss DIY platforms versus managed services – which is right for me? Sketch a back-of-the-napkin ROI in minutes.
Speaker: Gary Davis, SmartAction CEO
After deploying conversational AI for more than 100 leading brands, we’ve learned a few lessons on what can make — or break –– the automated customer experience. How automating a customer service call isn’t as simple as using a script from a human interaction.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do. 💡 That’s where the Voice of the Customer (VoC) comes in. NPS and C-SAT become the keys to the realm, but offer no true insights. So how do you reach a place where VoC actually provides clarity?
Speaker: Bryan Horn, Founder, CS Solutions
Examples of both HORRIBLE and FANTASTIC customer interactions. Why employee empowerment is a proven ROI and will create lasting customers of your brand. The humanity of customer experience. Thursday, August 27 2020 11AM PST, 2PM EST, 6PM GMT
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