eglobalis

NOVEMBER 5, 2024

Laying the Foundation for Social Media and Customer Connection Solis’s first book, Engage! When I first read Engage! , I was exploring the concept of “No Distance” in social media, and initially, it took me time to connect with Solis’s insights. established a foundational understanding of social media’s role in business.

Leadership 471

Leadership Innovation Books Social Media 471

InMoment XI

OCTOBER 24, 2024

Did you know that brands that invested in customer engagement saw an average revenue increase of 68%, with top-performing brands realizing a 123% increase in revenue? With acquisition costs at an all-time high, it has never been more important to engage your customers in a way that makes them lifelong fans of your brand.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

eglobalis

DECEMBER 11, 2024

Benefits of Experimentation in CX Programs Omnichannel Service Optimization Experimentation enables businesses to fine-tune their omnichannel strategies by testing different approaches to customer interactions across various channels. Employee Training and Engagement Employee interactions are pivotal to customer experience.

Insights 363

Insights Customer Journey Mapping Omnichannel Effort Score 363

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.

Marketing 417

Marketing E-support E Commerce Social Media 417

InMoment XI

JANUARY 25, 2022

Employee engagement has become a hotter topic than ever in the age of The Great Resignation. If your org is in that boaHt right now, we can help you keep sailing with a look at three elements that create and sustain employee engagement: Organizational Culture Customer-Focused Processes Ambassadorial Behavior. A Closer Look.

Engagement 397

Engagement Culture Document Employee Experience 397

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. Surveys alone no longer suffice.

Culture 195

Culture Social Media Government Loyalty 195

Experience Investigators by 360Connext

OCTOBER 11, 2024

Online chatbots can now manage many support interactions without the customer needing to call in if they don’t want to! Customer experience is the concept of learning about an organization’s distinct customer groups and their needs, and comparing those needs and expectations to their journey engaging with the brand.

Customer Service 270

Customer Service Customer Journey Mapping Leadership Connections 270

InMoment XI

DECEMBER 9, 2024

Successful AI integration combines AI with Human Intelligence (HI) to ensure ethical, relevant, and brand-aligned interactions. Key takeaway: Thoughtful AI integration, with human oversight, augments customer connections rather than replacing them. Balance technology with personal interaction.

2024 195

2024 2025 Download Roadmap 195

eglobalis

JANUARY 20, 2025

Companies that excel in CX often establish a strong emotional and professional connection with their clients. For instance, Accentures research shows that 48% of B2B buyers prefer suppliers who provide personalized interactions tailored to their unique needs. What Turns B2B Customers Off? Generating Churn!

B2B 427

B2B Loyalty Workshop Loyalty Programs 427

CSM Magazine

NOVEMBER 26, 2024

As expectations rise, companies are increasingly turning to advanced platforms like MarketOwl to harness AI for customer engagement and deliver seamless, personalized interactions across various channels. In e-commerce, chatbots aid customers in selecting products, tracking orders, and answering frequently asked questions.

Interaction 52

Interaction Engagement E Commerce E-support 52

InMoment XI

OCTOBER 29, 2024

Positive experiences compel customers to engage with you again. They also require less marketing effort to keep them engaged compared to new customers. Even though they often engage with you, your competitors can still sway them. Convenience-loyal customers appreciate smooth and simple interactions.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

eglobalis

FEBRUARY 3, 2025

As artificial intelligence (AI) continues to evolve , it is fundamentally reshaping how businesses interact with their customers, offering personalized, efficient, and predictive solutions. For example, a financial services client of Salesforce increased customer engagement by 25% by optimizing its journey maps using AI insights.

B2B 391

B2B Customer Experience 2014 Customer Satisfaction 391

InMoment XI

NOVEMBER 7, 2024

Customer experience automation refers to automating interactions or touchpoints throughout the customer journey. Customer experience automation allows organizations to connect with customers in a relevant, timely, and personalized way without extra manual input. What is Customer Experience Automation?

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

eglobalis

JANUARY 7, 2025

B2B Example: Adobes team brainstormed ways to enhance user engagement for their Creative Cloud. The emphasis is on creating something users can interact with to provide actionable feedback. This underscores the importance of iterative testing and stakeholder engagement throughout the Design Thinking process.

B2B 294

B2B Innovation User Experience 2025 294

eglobalis

MARCH 30, 2025

Meanwhile, customers now interact with brands constantly through digital channels, generating a wealth of real-time signals. Companies usually collect feedback weeks or months after an interaction. A sudden drop in user engagement or a surge in support contacts can flag an issue immediately. Fifth Third Bank, a U.S.

Banking 326

Banking NPS B2B Social Media 326

eglobalis

MARCH 4, 2025

Research from Gartner emphasizes that while AI can automate routine interactions, very few [self-service solutions] possess the capabilities to resolve customer issues fully, and some level of assisted service will always be needed. Detect frustration or confusion and automatically route interactions to human representatives.

Contact Center 199

Contact Center Virtual Agent Healthcare E-support 199

InMoment XI

DECEMBER 18, 2024

They provide a central platform for handling customer interactions across various channels. Personalized interactions help drive revenue growth by fulfilling customer needs and converting prospects. These positive results support seamless interactions that satisfy customer needs. It increases sales and conversions.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

InMoment XI

NOVEMBER 22, 2024

Net Promoter Score Churn Rate Customer Lifetime Value Retention Rate Customer Satisfaction Score Free-to-Paid Conversion Rate Customer Effort Score Activation Rate Lead Conversion Rate Customer feedback metrics provide data-driven insight into user activity and engagement. It also shows how well your trial plan acquires new customers.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

Retently

OCTOBER 11, 2024

Medallia Agent Connect (former Stella Connect) 3. EvaluAgent Final Thoughts: Choosing the Right QA Tool When customer interactions lack consistency and quality, it can lead to dissatisfaction, lost loyalty, and even negative reviews. Table of contents Key Takeaways: What is Customer Support Quality Assurance? Loris AI 4.

Retail 134

Retail 2024 Customer Service Feedback 134

eglobalis

MARCH 13, 2025

Unlike transactional B2C interactions, B2B relationships are built on long-term trust and consistent value delivery, meaning CX directly impacts customer retention, loyalty, and revenue. These data silos make it hard to get a unified view of the customer, resulting in inconsistent or disjointed interactions.

Leadership 238

Leadership B2B B2C Net Promoter Score 238

eglobalis

OCTOBER 14, 2024

Through AI-driven simulations and real-time feedback, professionals can practice customer interactions, test strategies, and improve their problem-solving abilities, similar to simulations with real cases. This individualized approach helps learners engage more deeply and apply what they’ve learned to real-world problems.

Customer Experience 454

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 454

InMoment XI

DECEMBER 10, 2024

It enables you to pinpoint specific user profiles for re-engagement. It leverages CX integrations to connect and collect feedback from every channel, making it easier to act on. 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

ShepHyken

JANUARY 14, 2025

How do personal interactions complement technology in creating a seamless customer service experience? How can AI be leveraged to provide personalized customer service interactions? A compelling brand story can help build a strong and emotional connection with customers.

Hospitality 138

Hospitality Customer Experience Interaction Customer Expectations 138

eglobalis

JULY 31, 2024

Marketing technology (MarTech) is pivotal in enhancing CX by integrating data, automating processes, and enabling personalized interactions sometimes in real-time. These platforms use sophisticated algorithms to determine the optimal time to engage with customers, providing personalized content based on individual behavior and preferences.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

eglobalis

APRIL 6, 2025

Risk Mitigation and Assurance In high-stakes B2B engagements, risk aversion is often a silent deal-breaker. In telecom, providers like Verizon and AT&T back their connectivity with SLAs and cybersecurity bundles, directly addressing client concerns about outages and data breaches. The outcome?

Contact Center 275

Contact Center B2B Competitive Advantage 2023 275

eglobalis

SEPTEMBER 5, 2024

In a world where every interaction counts, successful companies aren’t merely focused on closing deals—they’re laser-focused on keeping customers happy, loyal, and engaged. This includes proactive efforts like on-boarding, training, and engagement to drive adoption, loyalty, and renewals.

Metrics 429

Metrics Customer Success 2024 2023 429

eglobalis

JANUARY 28, 2025

Apart from meeting those mentioned, we also had the opportunity to connect with many leaders, authors, entrepreneurs, and investors, which made the event especially enjoyable. Mindshift by Brian Solis , I had personally brought from Germany for Brian to signmaking this day extra special since I have read almost all his books since Engage.

Books 195

Books Customer Centricity Events 2019 195

CSM Magazine

NOVEMBER 22, 2024

Understanding CIM Software Before delving into strategies for improving customer interactions with businesses using CIM software, it is crucial to understand what customer interaction management software involves. It sends replies and notifications to keep customers updated and engaged without delays.

Interaction 52

Interaction Management Loyalty Communication 52

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?

Innovation 451

Innovation E-support Culture Customer Centricity 451

InMoment XI

NOVEMBER 13, 2024

Churn prediction helps you tailor your marketing efforts to re-engage customers at risk of leaving. With effective customer experience management , you can re-engage customers who might otherwise be lost to your competition. For example, low engagement or transaction frequency will likely be true for most churn cases.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

InMoment XI

OCTOBER 17, 2024

What are they hoping to accomplish by interacting with your business? Knowing how often customers engage with your product helps identify potentially loyal customers or those who may need more support to get the most out of your business. A general question to capture the customer’s satisfaction with the entire interaction.

Feedback 195

Feedback Insights Customers Banking 195

InMoment XI

OCTOBER 25, 2024

Online reviews are the most trusted source of information for most people interacting with a restaurant for the first time. ReviewTrackers ) Reviews and ratings, with a share of 42%, are the most popular way customers interact with brands. Start with your social media profile and look at the interactions with your recent posts.

Feedback 195

Feedback Management Social Media 2024 195

InMoment XI

MAY 4, 2022

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of customer satisfaction.

Loyalty 435

Loyalty 2011 Call Center Leadership 435

Retently

NOVEMBER 29, 2024

Think about it: from the moment you meet, every glance, every word, and every interaction paints a picture. It’s where curiosity turns into connection – or, if you’re not careful, disinterest. Each stage of the customer journey requires targeted questions that align with the interaction. First impressions in business?

Events 120

Events Feedback Interaction E-support 120

Retently

NOVEMBER 13, 2024

A seamless, personalized, and engaging buyer journey is the difference between a one-time shopper and a loyal customer. Key Takeaways VFRs bridge the gap between online and in-store shopping by allowing customers to virtually try on products, providing a personalized and engaging experience that builds trust and confidence.

Retail 144

Retail Social Media Technology Brands 144

BlueOcean

APRIL 1, 2025

You’re no longer creating an engaging toolyou’re creating a total dissatisfier. That data then informs the development of a hybrid model where the AI handles appropriate interactions and escalates when necessary. We might not even want the AI to use its full generative capabilities when interacting with customers.

Customers 156

Customers Effort Score Airlines Customer Journey 156

SurveySensum

MARCH 10, 2025

Conversational Analytics is the process of analyzing customer interactions – across chats, emails, call transcripts, surveys, and other communication channels – to extract insights, detect trends, and improve customer experience. With SurveySensums text analytics software, you can gain real-time insights from every interaction.

Interaction 52

Interaction Insights Social Media Customer Service Representative 52