eglobalis

APRIL 6, 2025

This three-part analytical series aims to dissect and explain the most critical dimensions of value creation in technology, telecom, contact centers, and high-tech manufacturing. Customer Experience and Ease of Doing Business B2B buyers increasingly expect consumer-level simplicity and speed.

Contact Center 275

Contact Center B2B Competitive Advantage 2023 275

ShepHyken

JANUARY 14, 2025

What role does storytelling play in creating memorable customer experiences? Why is meeting or exceeding customer expectations important in the hospitality industry? How do personal interactions complement technology in creating a seamless customer service experience?

Hospitality 138

Hospitality Customer Experience Interaction Customer Expectations 138

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. Continuous Personalization Customers expect personalized interactions at every touchpoint.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

InMoment XI

NOVEMBER 18, 2024

Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. Knowing these consumer behaviors and how they relate to your business can significantly impact your overall business performance. Consumer Trends Report. ( [link] ). Here are some trends to watch: 1.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

InMoment XI

DECEMBER 18, 2024

Contact centers play a significant role in customer experience management. They provide a central platform for handling customer interactions across various channels. Customers expect quick and seamless support when they pick up the phone or type an email. What Is Contact Center Automation?

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

CSM Magazine

OCTOBER 22, 2024

Small and medium-sized enterprises (SMEs) are increasingly turning to tools like Salesforce for SME to streamline their operations and improve customer interactions. Technology is no longer just a backend facilitator—it’s transforming how businesses engage with their customers on every level.

Technology 52

Technology Customer Experience Omnichannel Touchpoint 52

Retently

NOVEMBER 13, 2024

But as ecommerce grows, so do customer expectations. A seamless, personalized, and engaging buyer journey is the difference between a one-time shopper and a loyal customer. This is why Customer Experience has become the heart of online retail success. Shopping online is more than just convenient – it’s the new normal.

Retail 144

Retail Social Media Technology Brands 144

eglobalis

MARCH 13, 2025

The message is clear investing in CX transformation isnt just a nicety, its a catalyst for revenue growth, customer loyalty, and competitive advantage. At the same time, B2B customer expectations have risen. Todays B2B buyers expect seamless, personalized experiences on par with their B2C consumer experiences.

Leadership 238

Leadership B2B B2C Net Promoter Score 238

eglobalis

JULY 2, 2024

This simplicity overlooks the complexity of customer relationships and experiences, failing to capture nuanced feedback crucial for improving overall customer satisfaction. European giants like Unilever and Siemens utilize NPS to gauge consumer sentiment and pinpoint areas for product line improvements.

NPS 461

NPS Feedback Net Promoter Score B2C 461

InMoment XI

DECEMBER 17, 2024

As your company begins to scale customer experience operations, it is possible for silos that cause different departments to use separate technologies and focus on different metrics, which fragments your understanding of the customer experience.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

NOVEMBER 26, 2024

Did you know that 77% of organizations cannot consistently create a consistent customer experience across channels? This often stems from poor internal communication, outdated technology, or inefficient processes. When you have the goals and actions outlined, you can position your organization to be prepared to meet customer needs.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

InMoment XI

OCTOBER 23, 2024

Customers expect to walk into a branch and want to immediately feel valued. Needless to say, providing a memorable customer experience in banking should be a top priority for all financial institutions. Also, consider investing in self-service technologies such as interactive teller machines (ITMs) to handle basic transactions.

Banking 195

Banking Customer Experience Financial Touchpoint 195

Experience Investigators by 360Connext

FEBRUARY 16, 2015

Besides the predictable onslaught of product announcements and amazing trade show booths, many discussions around the needs of future customers took place recently at the Consumer Electronics Show , the behemoth of tech conferences, in Las Vegas, Nevada. Tell consumers what THEY can do, not what IT can do. Here are a few ideas.

Marketing 250

Marketing Innovation Transportation Demo 250

InMoment XI

APRIL 11, 2022

After a whirlwind of COVID-spurred digital transformation, rapid brand expansion, and supply chain woes, consumer expectations and their relationships with e-commerce brands have changed before our eyes. So what can these brands do to get ahead of customer expectations? The key is to dive into your customer data.

E Commerce 370

E Commerce Roadmap Customer Care 2021 370

InMoment XI

AUGUST 17, 2023

By using the Net Promoter Score system as your compass, you can gain a better understanding of what drives customer loyalty and satisfaction. Net Promoter Score Driver #1: Deliver on Product Quality and Innovation Customer experience plays a crucial role in driving great product quality and innovation. Take The Lead!

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

ShepHyken

DECEMBER 23, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: Why is including sales important in the overall plan for customer experience? How can sales and customer service teams work together to make customers happier? Why is digital technology key for a smooth customer experience?

Customer Experience 85

Customer Experience B2C B2B Sales 85

InMoment XI

AUGUST 3, 2023

However, through the application of advanced technologies like Natural Language Processing (NLP), voice analytics, and predictive customer analytics , companies can now unlock the hidden potential of unstructured data, gaining deeper customer insights and improving decision-making processes.

Customer Insights 366

Customer Insights Insights White Paper Social Media 366

ShepHyken

SEPTEMBER 17, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    Why are customer expectations rising in today’s market? How can AI enhance customer service experience? How can businesses effectively implement AI in customer service?

Customer Expectations 88

Customer Expectations Multi-Channel 2024 Social Media 88

BlueOcean

OCTOBER 30, 2024

With global growth expected to remain flat and underwhelming in 2025, it’s clear that caution is in the air. Consumers are spending as hesitantly as businesses. That means customer expectations are high, and only companies that meet them will gain loyal buyers and thrive in the coming years.

Contact Center 156

Contact Center Culture 2025 Customer Service 156

ShepHyken

NOVEMBER 5, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can businesses bridge the gap between customer expectations and satisfaction? What role does artificial intelligence play in enhancing customer service interactions? Technology should empower humans, not replace them.

Customer Service 75

Customer Service Social Media Customer Service Representative Communication 75

BlueOcean

OCTOBER 4, 2023

We would wager, that even with the evolution of AI, brands serving consumers in the Americas will continue to benefit from providing support in French, Spanish, and, for some organizations, Portuguese through a live agent model. The impact of bilingual support on the customer experience cannot be understated. It’s our thing.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Experience Investigators by 360Connext

JUNE 8, 2021

A big trend for the future that I see is a focus on health and safety for customer experiences. It might be easy to dismiss that if you are in a business that serves other businesses instead of individual consumers. Related Reading: Customer Journey Mapping: Real-World Examples & Use Cases.

Healthcare 271

Healthcare Customer Journey Mapping Customer Journey 2013 271

GetFeedback

AUGUST 14, 2019

Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). The ACSI is an economic indicator that measures the satisfaction of consumers across the U.S. Review and refresh your Voice of the Customer (VoC) program. Map the customer journey.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. In particular, Artificial Intelligence (AI) has emerged as a powerful tool, revolutionizing the way companies understand and enhance the customer experience.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

ShepHyken

OCTOBER 13, 2024

The CX Trends to Watch in 2025 by Melanie Mingas (CX Network) From data utilization to consumer tech and the role of CX in business, there are big changes on the way for CX in 2025 My Comment: It’s hard to believe we’re less than three months away from 2025. Here’s the first list of CX trends I’ve seen.

Article 71

Article 2025 Customer Service 2024 71

Experience Investigators by 360Connext

MAY 11, 2021

What does Customer Experience Management Require? Technology and Tools. Many leaders want to jump straight ahead to the technology and tools they’ll use to manage CX. As a result, it’s common for customer experience management to be reduced to the platforms which enable CX strategy. Governance and Discipline.

Customer Experience Management 291

Customer Experience Management Customer Experience Management Government 291

Alida

DECEMBER 1, 2016

If banks weren’t already feeling the pressure from financial technology (fintech) startups, they should be now: Fintech companies are officially mainstream. Given how much this space has grown in the past decade, the mainstream adoption of new technologies in the financial industry shouldn’t come as a surprise. billion in funding.

Customer Experience 193

Customer Experience Financial 2016 Banking 193

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. His specialty is exploring the connection between customer service and technology.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

BlueOcean

AUGUST 30, 2018

However, it’s not as simple as migrating processes over to shiny new technology. The right partner understands exactly what clients’ customers expect from these digital tools. Knowing how technology fits into the big picture of customer care is critical to the success of your outsourced partnership.

Customer Service 232

Customer Service Contact Center Customer Care Technology 232

Interactions

NOVEMBER 11, 2024

We discussed the complexities of CX in the retail industry and explored how brands can keep pace with ever-changing consumer expectations in a tech-driven market. Today’s customers expect immediate, personalized, and frictionless experiences, whether they’re browsing online or walking through a physical store.

Retail 62

Retail Competitive Advantage Contact Center Innovation 62

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. And they will be rewarded for that focus on the customer!

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations. That’s the customer expectation.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. Changing Expectations. Now more than ever, technology is vitally important.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

Alida

SEPTEMBER 22, 2016

Start by clearly defining what your company stands for, developing an understanding of how customers engage with your brand and prioritizing lasting emotional connections with consumers. To deliver on what customers are really looking for, companies need to tackle the challenges in quantifying people’s preferences.

2016 267

2016 Innovation Marketing Insights 267

TechSee

SEPTEMBER 21, 2021

No longer are consumers watching news, entertainment, and sports over a limited number of channels at specifically scheduled times of the day. Consumer shift toward streaming content. Negative customer service perception. The cable industry is at a crossroads. Factors Affecting the Cable Digital Transformation.

2028 41

2028 Entertainment Advertising 2010 41

IntouchInsight

AUGUST 16, 2023

Technology is continuously evolving the way in which consumers interact with brands. And it’s imperative for businesses to keep up with these trends in order to consistently exceed customer expectations.

Consumers 118

Consumers Customer Expectations Technology Interaction 118