Joe Rawlinson

JANUARY 24, 2025

To put it simply, a customer communication management (CCM) system covers all the strategies, procedures, and technologies used to create a connection between a company or business and the people who buy from them. This is one of the most important responsibilities, especially for those who have a number of communication channels.

Communication 78

Communication Management Social Media Customer Satisfaction 78

Experience Investigators by 360Connext

JUNE 11, 2024

Have you ever wondered how effective communication could revolutionize your organization’s CX initiatives? In this episode, we’ll dissect the critical role of clear communication and the importance of promoting and motivating these initiatives throughout your company.

Communication 229

Communication Document Connections Customer Experience 229

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

eglobalis

OCTOBER 21, 2024

Research from Accenture highlights that managing public complaints requires not just time but a dedicated allocation of resources, particularly in maintaining the flow of communication. Deleting posts should be reserved for extreme cases involving offensive language, as maintaining open and honest communication is critical for building trust.

Social Media 497

Social Media Feedback Engagement B2B 497

eglobalis

DECEMBER 11, 2024

For example, an organization might experiment with response times on social media versus email to identify the most effective communication method. By testing different digital communication channels and personalized content, Bayer has optimized its engagement strategies, leading to better customer experiences and stronger relationships.

Insights 353

Insights Customer Journey Mapping Omnichannel Effort Score 353

eglobalis

NOVEMBER 5, 2024

Share and help us spreading the word: Brian Solis: The Visionary Who Will Mindshift Your Perspective on Innovation, CX and Leadership @briansolis #transformation #change #innovation #CX Share on X Masterful Public Speaker and Communicator Beyond his publications, Solis is also a dynamic public speaker.

Leadership 461

Leadership Innovation Books Social Media 461

eglobalis

MARCH 18, 2025

For example, a corporate client negotiating a substantial contract prefers direct communication with a knowledgeable human representative to address specific concerns and build rapport. High-Value Client Engagement Premium customers or clients involved in high-stakes transactions expect personalized attention.

Interaction 352

Interaction Culture Virtual Agent 2024 352

eglobalis

JANUARY 13, 2025

Elevating Cross-Channel Customer Engagement Seamless integration across communication channels is critical for consistent customer experiences. By consolidating communication channels, the company ensured that agents had a complete view of customer history, enabling more personalized responses.

Marketing 409

Marketing E-support E Commerce Social Media 409

InMoment XI

OCTOBER 24, 2024

They aim to convert leads to closed deals, identify the most successful business activities, and manage the communication between businesses and current customers. These integrations allow users to communicate directly with customers via comments and direct messages.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

eglobalis

MARCH 13, 2025

Utilize Visual Dashboards : Create visual representations of CX metrics to effectively communicate progress and impact to leadership. Embed CX into Company Culture through Communication and Training Leaders must consistently talk about CX and reinforce its importance.

Leadership 232

Leadership B2B B2C Net Promoter Score 232

InMoment XI

DECEMBER 6, 2024

Here are some of the main challenges of customer experience management outsourcing: Loss of Brand Voice : Outsourcing can sometimes lead to inconsistencies in how your brand communicates with customers, which might impact customer trust. These benchmarks will guide your partners efforts and ensure alignment with your business goals.

Customer Experience 195

Customer Experience Reference 2024 Download 195

PeopleMetrics

FEBRUARY 11, 2025

Back in 2017, I wrote about the critical importance of communication in Voice of Customer (VoC) programs. I was emphasizing daily huddles and paper posters on walls - and while these personal touches still matter (a lot in some cases), AI has revolutionized how we can amplify these communications in ways I never imagined.

Voice of Customer 77

Voice of Customer Communication 2025 2017 77

eglobalis

OCTOBER 1, 2024

A siloed structure means that different departments operate in isolation, leading to communication gaps, disjointed strategies, and operational inefficiencies. Platforms like Slack, Microsoft Teams, or Asana allow for seamless communication, real-time collaboration, and visibility into projects across teams.

2020 440

2020 Customer Journey Mapping Culture Innovation 440

eglobalis

NOVEMBER 3, 2024

By breaking down these silos and fostering interdepartmental communication, companies can ensure a cohesive and consistent CX, where every touchpoint accurately reflects the company’s unique personality, values, and strategic objectives.

B2B 514

B2B Culture Innovation Loyalty 514

InMoment XI

OCTOBER 30, 2024

Clear communication and self-service tools are crucial to their satisfaction. Life insurance customer experience : Life insurance customers need clear, simple communication about policy terms. They appreciate proactive communication on potential risks like weather hazards. This expectation stems from a need for convenience.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

InMoment XI

OCTOBER 29, 2024

Focus on effective communication. Build a community around your offerings. 94% of customers will spend more with businesses that offer their preferred mode of communication to contact customer service. Focus on Effective Communication Good communication builds trust and strengthens relationships. Express gratitude.

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 450

Customer Experience Customer Centricity Net Promoter Score Government 450

TechSee

NOVEMBER 27, 2024

When customers interact with a company, their expectations revolve around receiving prompt, attentive, and tailored communication. Tailored Communications Personalized service interactions involve understanding and addressing the unique needs and preferences of each customer. Encourage employees to escalate customer concerns promptly.

2025 124

2025 Customer Experience Customer Centricity Net Promoter Score 124

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 509

Feedback ROI Innovation B2B 509

InMoment XI

NOVEMBER 7, 2024

Over 80% of CRM leaders say that AI and automation make customer communication more personalized. This enables more relevant and targeted communication. This data-driven approach can help product teams make more informed decisions about future product features and communications.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

eglobalis

NOVEMBER 19, 2024

SAP’s Integration of AI Tools SAP has advanced generative AI by enabling their AI tool, Joule, to communicate and exchange tasks with Microsoft’s Copilot. Algorithms analyses historical sales data, highlighting the most promising leads, which improves efficiency and increases revenue opportunities.

B2B 515

B2B Innovation Healthcare Culture 515

InMoment XI

OCTOBER 23, 2024

Proactively communicate with customers. Regular communication helps build trust and keeps customers engaged with your services. Proactive Communication Instead of waiting for customers to reach out and seek help, proactive communication aims to stay one step ahead of them. This will make it easier for users to navigate.

Banking 195

Banking Customer Experience Financial Touchpoint 195

Retently

OCTOBER 16, 2024

This smart, efficient tool transforms your everyday communication into a strategic data collection engine that fuels CX improvements and business growth. Key Takeaways Email signature surveys enable effortless, real-time feedback gathering directly from daily communications, turning each email into a valuable data collection opportunity.

Feedback 134

Feedback Customer Satisfaction Touchpoint Communication 134

Experience Investigators by 360Connext

JANUARY 5, 2022

You made these goals part of your Customer Experience Success Statement , which helped those in your organization understand not only what’s to know what’s most important for the year, but also how to communicate and measure that success. You did this by formal and informal communication strategies.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

InMoment XI

JUNE 8, 2023

InMoment® assists alphabroder in improving the employee experience (EX) to ultimately improve customer experiences (CX) by establishing an action-based employee experience improvement program that focuses on communication, development, and acknowledgement.

Apparel 372

Apparel Employee Experience NPS Feedback 372

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

JUNE 30, 2022

These frontline employees need strategic communication. It’s a tricky job to keep these employees engaged, but it’s possible with the right communication and action plan. . What’s the key to incentivising these third party employees? Highlight #3: Capture Internal Data from Employees To Unlock Insights Into Emerging Markets.

Customer Experience 396

Customer Experience Customer Retention Events Communication 396

InMoment XI

DECEMBER 10, 2024

Focus on Proactive Outreach Proactive communication is an important part of re-engaging at-risk customers. This is where you must communicate your product’s or service’s long-term value. Proactive communication and problem-solving play a huge role in retaining at-risk customers.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

InMoment XI

DECEMBER 3, 2024

Activate: Key skills include communication and expertise building to ensure teams have the skills, support, and incentive to achieve CX goals. Leverage internal communications channels to convey the importance of CX across the company. For example, tracking NPS to determine the success of recent loyalty efforts.

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

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