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Beyond Deliverables: How AI and Customer Centric Strategies Are Redefining Professional Services

eglobalis

Develop a Deep Understanding of Client Needs Moving beyond surface-level engagement requires a nuanced understanding of the client’s industry, market pressures, and specific pain points. Use both formal methods (like surveys) and informal touchpoints (such as regular check-ins) to gather ongoing feedback.

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What IS a Customer Touchpoint?

Experience Investigators by 360Connext

Touchpoints within the customer journey help define a lot of moments, both good and not-so-good. Customer touchpoints in general are not often understood or appreciated from the customer’s perspective. Understanding the actual touchpoints your customers have with your organization is a basic part of that understanding.

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Stuck in an Outdated CX Framework? Here’s Why You’re Missing Out on Real Results

eglobalis

By fostering a culture that encourages tailored solutions for its diverse markets, Samsung aligns its CX initiatives closely with its brand’s global, cutting-edge image while allowing for localization. Samsung , for instance, exemplifies this approach through its robust investment in innovation programs.

B2B 514
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The Power of CX Experimentation: Turning Insights into Actionable Success

eglobalis

For example, an organization might experiment with response times on social media versus email to identify the most effective communication method. Cultural Adaptation In a global market, cultural nuances significantly impact customer experience. New Product Launches Experimentation is crucial when launching new products or services.

Insights 353
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Empathy Won’t Save You: Why CX Thrives on Action, Not Sentiment but Outcomes?

eglobalis

Without real solutions, quality communication, and a relentless focus on client outcomes, empathy is nothing more than a buzzword. Example: Siemens in Asia Siemens faced challenges with direct verbal communication in Japan, where local norms value discretion. Introduction: Can loyalty, adoption, or growth be built on empathy alone?

B2B 493
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The Right Survey to Measure Each Touchpoint of the Customer Journey

GetFeedback

type question works well when evaluating a relationship or complete experience, but it can be confusing if asked after individual touchpoints. My guess: Expedia wanted one survey to catch people after the completed experience, who may or may not have answered one of the touchpoint surveys. Third-party market research.

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Winning Leadership Support for Your CX Program: How to Align and Drive Buy-In

eglobalis

Moreover, CX is emerging as a critical differentiator in B2B markets: when products and services are similar, the company that delivers a better experience stands out and shifts the conversation from price to value. Todays B2B buyers expect seamless, personalized experiences on par with their B2C consumer experiences.