eglobalis

MARCH 13, 2025

Cultural and ROI Challenges: Shifting a traditionally product- or sales-centric B2B culture to a customer-centric one takes strong change management. Highlight Competitive Advantage : Show how a superior customer experience differentiates the company from competitors, potentially leading to increased market share.

Leadership 238

Leadership B2B B2C Net Promoter Score 238

InMoment XI

AUGUST 3, 2023

Mastering unstructured data analytics is going to be key for any business wanting to improve the customer experience , and succeed in today’s business environment. While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data.

Customer Insights 366

Customer Insights Insights White Paper Social Media 366

eglobalis

OCTOBER 30, 2024

AI-driven insights into employee sentiment foster well-being, directly boosting customer satisfaction through improved service. AI is transforming these systems by providing continuous, data-driven insights into employee performance. Faster hiring process. Enhanced well-being.

Employee Experience 478

Employee Experience 2028 Telecommunications Customer Satisfaction 478

InMoment XI

DECEMBER 9, 2024

Packed with useful insights, its your roadmap to a smarter, balanced, and customer-centric approach to AI. Packed with useful insights, its your roadmap to a smarter, balanced, and customer-centric approach to AI. Filter relevant insights to focus on what truly matters. Want to learn more?

2024 195

2024 2025 Download Roadmap 195

eglobalis

JANUARY 28, 2025

My Take on The Commonwealth of Self Interest One of the chapters I read upfront covers a key point that many people miss all the time: “Customer Centricity is Not Enough.” Published in 2019 , The Commonwealth of Self Interest emerged during the COVID-19 pandemic and remains a highly practical, insightful book worth reading.

Books 195

Books Customer Centricity Events 2019 195

eglobalis

JUNE 27, 2024

A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

Experience Investigators by 360Connext

APRIL 1, 2025

You discover powerful insights that transcend industries and reveal universal truths about creating exceptional experiences. ” Both have created what they call “closed-loop” feedback systems where they not only collect insights but transparently communicate the actions they’ll take as a result.

Insights 143

Insights Healthcare 2025 Customer Experience 143

eglobalis

JULY 25, 2024

Cultural Differences and Consumer Expectations One of the primary reasons the USA excels in CX is the cultural emphasis on customer satisfaction. American businesses prioritize customer-centric strategies, often integrating them into their core values and operational models.

Customer Experience 494

Customer Experience Innovation Customer Centricity Culture 494

eglobalis

JULY 2, 2024

Companies such as Toyota and Samsung, prominent in Asian markets, have found that while NPS provides a snapshot, it lacks depth in identifying evolving customer expectations and perceptions over time. However, its relevance diminishes with delayed insights. The exact same criticism can be made about every metric for everything.

NPS 461

NPS Feedback Net Promoter Score B2C 461

eglobalis

APRIL 6, 2025

Youll find actionable insights, real business examples, and guidance grounded in research from trusted institutions like McKinsey, BCG, and Harvard Business Review. BearingPoint (Insights), 2020. link] Case study: Building a customer-centric B2B organization. MIT Sloan Management Review , Spring 2015.

Contact Center 275

Contact Center B2B Competitive Advantage 2023 275

CSM Magazine

APRIL 18, 2025

Soft2Bets journey offers important lessons for any organization aiming to build stronger, sustainable customer relationships. Lets explore the strategies that have fueled Soft2Bets customer-centric success, and how you can bring these same principles into your own company to drive lasting growth.

Customer Centricity 52

Customer Centricity Culture Competitive Advantage 2025 52

TechSee

NOVEMBER 27, 2024

By focusing on efficient service interactions, nurturing a customer-centric culture, and leveraging technology, we’ll outline how enterprises not only create a seamless and delightful customer experience but also drive business growth. Train employees to anticipate and meet customer needs proactively.

2025 124

2025 Customer Experience Customer Centricity Net Promoter Score 124

InMoment XI

DECEMBER 18, 2024

For example, a call transcription tool prevents the need to listen to lengthy recordings and provides quick insight into customer experiences. These insights ensure agents dont miss out on valuable information they can use to satisfy and retain clients.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

InMoment XI

NOVEMBER 21, 2024

The process helps you build a rich dataset that provides insight into customer behavior. The next step is identifying patterns in this data to help you better understand your customers. Voice of Customer analysis enables you to capture these key insights for customer satisfaction and retention.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

eglobalis

OCTOBER 14, 2024

However, while these case studies can provide useful insights, they are often too narrow in focus. Her work is filled with practical insights and well-reasoned solutions to CX challenges. They highlight what worked for one company at one time, but they do not offer much guidance on how to approach different problems in new contexts.

Customer Experience 454

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 454

eglobalis

MARCH 30, 2025

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment. By the time results are compiled, the insights are stale and any issues have festered.

Banking 326

Banking NPS B2B Social Media 326

InMoment XI

MARCH 20, 2024

They placed a premium on personal connections while adapting to excel in online channels, ensuring a seamless transition for customers. Customer-Centric Approach and Transformation In 2020, Metro Bank established a dedicated team focused on cultivating fans.

Customer Centricity 195

Customer Centricity Net Promoter Score Banking 2010 195

eglobalis

SEPTEMBER 11, 2024

When employees are engaged, empowered, and aligned with the company’s mission, they are more likely to go above and beyond in meeting customer needs, often coming up with creative solutions to enhance the customer journey. It explores the significant benefits that experimentation brings to customer experience initiatives.

Innovation 451

Innovation E-support Culture Customer Centricity 451

Experience Investigators by 360Connext

NOVEMBER 12, 2024

Join us as we delve into understanding customer emotions and identifying friction points, ultimately aligning feedback with organizational goals for an enhanced customer experience. This isn’t just about damage control; it’s about creating a win-win-win scenario for everyone involved.

Feedback 143

Feedback Insights Culture Innovation 143

InMoment XI

OCTOBER 26, 2022

In order to form a holistic view of your customer’s experience, you need to be able to analyze every data point you can. Your customer’s data comes in many different forms (you can learn more about customer data in this article from InMoment Customer Insights Expert Jessica Petrie).

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

eglobalis

SEPTEMBER 16, 2024

This article delves into how to define and execute a B2B CX strategy, offering practical insights on how to implement it at both local and global levels. At the local level , mapping the customer journey requires gathering insights directly from local teams.

B2B 382

B2B Customer Experience Customer Centricity Omnichannel 382

InMoment XI

OCTOBER 23, 2024

Providing services like fraud detection, secure transaction platforms, and encryption will enable you to secure your customers’ data and transactions. Offer industry-specific solutions and insights. By providing industry-specific insights, whitepapers, or reports on market trends, you can establish yourself as an authoritative bank.

Banking 195

Banking Customer Experience Financial Touchpoint 195

eglobalis

AUGUST 13, 2024

This financial strength allows Apple to invest in new technologies, enhance its product offerings, and maintain a high level of customer satisfaction. In conclusion, understanding the corporate structures, leadership, and financial health of Samsung and Apple provides valuable insight into how these companies operate and compete.

E-support 512

E-support Innovation Customer Centricity Loyalty 512

InMoment XI

JANUARY 27, 2025

Part of that is just the nature of the business, with primary use cases revolving around KPIs weighed down by negative connotationsmetrics like problem resolution rates, customer effort scores, and churn. In that light, goal-setting often becomes an exercise in mitigation: reducing call volumes, minimizing customer effort, and curbing churn.

Call Center 195

Call Center Contact Center Social Media Apparel 195

InMoment XI

OCTOBER 25, 2024

Whether you are curious about other programs/ROIs, want to gain a better understanding of options in the market, or are insight-obsessed like us, you can gain unlimited access to all of our valuable calculators by simply entering your email. Showcase Customer Testimonials Positive customer testimonials are powerful marketing tools.

Feedback 195

Feedback Management Social Media 2024 195

Thematic

APRIL 1, 2025

Improving your customer experience starts with a strong customer insights strategy. In simple terms, this strategy is your game plan for collecting and leveraging customer insights to drive better decisions. By the end, you'll know how to turn raw data into actionable insight. Why is this important?

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

CSM Magazine

FEBRUARY 6, 2025

With a heavy focus on analytics, this program is perfect for professionals looking to get a competitive edge with customer data and insights. Standout Course: Customer Analytics , which teaches how to derive actionable insights from big data to improve customer service. More details 5.

Customer Centricity 52

Customer Centricity Leadership Hospitality Healthcare 52

InMoment XI

OCTOBER 30, 2024

Importance of Customer Experience in Insurance A 2023 McKinsey survey of over 8,500 North American insurance customers suggests that CX initiatives are crucial to revenue growth and employee satisfaction. A positive customer experience fosters trust and satisfaction.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 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.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

InMoment XI

MAY 23, 2023

Aegon’s ‘Connecting with Customers’ programme is an award winning programme which has delivered spectacular results for the business, colleagues and customers. The programme reaches all parts of the business through online learning, customer talks, animated games and cartoons, podcasts, skills workshops, topic masterclasses, and more.

Customer Centricity 195

Customer Centricity Workshop Culture Insurance 195

Thematic

FEBRUARY 24, 2025

That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

Thematic

MARCH 20, 2025

This happens when businesses make decisions without considering customer insights. They need a structured way to understand their customers, anticipate needs, and improve the user experience, so they need a customer insights framework. What is a Customer Insights Framework? Why Does it Matter?

Customer Insights 62

Customer Insights Insights Net Promoter Score NPS 62

InMoment XI

NOVEMBER 26, 2024

By constructing theoretical customer decision-making scenarios, companies can more easily understand the factors and product features influencing customers’ purchase decisions. 5 Types of Customer Journey Maps There are different types of journey maps for different use cases.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

InMoment XI

JANUARY 9, 2024

Great customer experiences improve brand reputation. If you consistently deliver positive experiences, your brand is more likely to be seen as reliable, trustworthy, and customer-centric. This positive reputation can attract new customers and partners. Here are some best practices to improve B2B CX.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

InMoment XI

DECEMBER 10, 2024

The Importance of Reducing Customer Churn A customer-centric approach cant succeed without addressing customer churn. Here are a few reasons why reducing churn is essential for business gains: It increases revenue stability : Retaining customers ensures a steady revenue stream, helping you minimize acquisition costs.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195