eglobalis

FEBRUARY 3, 2025

For B2B enterprises, the integration of AI into customer experience strategies has become a cornerstone for staying competitive. Companies like Samsung, Oracle, SAP, and Salesforce, which have adopted AI early on, are reaping significant benefits, from enhanced customer satisfaction to operational efficiency.

B2B 391

B2B Customer Experience 2014 2015 391

eglobalis

JANUARY 13, 2025

By preemptively addressing these concerns through targeted outreach, the company improved customer satisfaction scores by 25%. Businesses can adopt similar strategies by integrating predictive analytics into their customer service operations.

Marketing 417

Marketing E-support E Commerce Social Media 417

eglobalis

MARCH 18, 2025

AI agents , including chatbots and virtual assistants, handle a significant portion of customer inquiries, offering immediate support and streamlining operations. However, despite advancements, AI encounters limitations that necessitate human intervention to ensure optimal customer satisfaction.

Interaction 362

Interaction Culture Virtual Agent 2024 362

InMoment XI

NOVEMBER 18, 2024

Why Is Customer Behavior Analysis Important Customer behavior analysis provides information that helps businesses meet customer needs, build stronger relationships, and drive business growth. It sheds light on preferred products, purchasing frequency, and typical customer journeys.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

eglobalis

JULY 31, 2024

The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience. By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

InMoment XI

NOVEMBER 22, 2024

Customer satisfaction results in positive reviews and testimonials. Therefore, better customer service lets you generate valuable leads without stretching your marketing budget. However, deciding which KPIs in customer experience to track can be overwhelming. It enhances brand reputation and lead generation.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

eglobalis

MARCH 30, 2025

[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? A sudden drop in user engagement or a surge in support contacts can flag an issue immediately.

Banking 326

Banking NPS B2B Social Media 326

InMoment XI

NOVEMBER 21, 2024

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. For example, this analysis can reveal why a customer canceled their subscription to your service.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

eglobalis

JANUARY 7, 2025

Real-world examples show that B2B companies leveraging Design Thinking report improved customer satisfaction, increased loyalty, and streamlined processesdirectly impacting their bottom line. B2B Example: Adobes team brainstormed ways to enhance user engagement for their Creative Cloud.

B2B 294

B2B Innovation User Experience Customer Centricity 294

InMoment XI

OCTOBER 23, 2024

Customer experience in branch banking You need to re-think the concept of branch banking in order to leap ahead of the competition and improve customer experience across all your physical locations. If your banking app or website feels clunky or confusing to navigate, customers are unlikely to want to spend much time on it.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

NOVEMBER 13, 2024

Involuntary churn occurs against the customer’s will. It doesn’t represent a problem with customer satisfaction, but it indicates that you could improve your payment processor or methods. Why is Customer Churn Prediction Important? Predicting churn in any form is key to customer retention and satisfaction.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

eglobalis

SEPTEMBER 5, 2024

What if the secret to skyrocketing your revenue lies in understanding not just what your customers do, but how they feel? 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.

Metrics 429

Metrics Customer Success 2024 2023 429

Calabrio

FEBRUARY 26, 2025

Customer Experience The Link Between Customer Satisfaction and Employee Retention Share How Happy Employees Create Loyal Customers and Drive Business Success The contact center industry is plagued by high attrition rates, averaging around 32% and reaching as high as 60%. Happy employees lead to happier customers.

Customer Satisfaction 64

Customer Satisfaction Contact Center Call Center Feedback 64

CSM Magazine

JANUARY 20, 2025

Understanding how SEO metrics tie to customer satisfaction is no longer optionalit’s essential. Metrics like bounce rate, time on site, and keyword rankings don’t just track website performance; they reveal how well you’re meeting customer needs. Maybe your headline overpromised or your page lacked clarity.

Customer Satisfaction 64

Customer Satisfaction Metrics Measurement User Experience 64

InMoment XI

OCTOBER 29, 2024

Since customers have so many businesses competing for their attention, investing in customer loyalty can give you a major competitive edge. What Is Customer Loyalty? Customer loyalty defines how willing a customer is to repeat business with a company. Positive experiences compel customers to engage with you again.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

Experience Investigators by 360Connext

OCTOBER 11, 2024

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. Leave me a voicemail here and I can help you on an upcoming episode.

Customer Service 270

Customer Service Customer Journey Mapping Leadership Connections 270

InMoment XI

OCTOBER 17, 2024

A customer feedback questionnaire is a set of structured questions that aims to collect information from customers about their experience, opinions, and thoughts about your product or service. These questionnaires can take several different forms, but the main goal is to understand customer feelings toward your business.

Feedback 195

Feedback Insights Customers Banking 195

InMoment XI

NOVEMBER 4, 2024

In fact, Google recently announced it would impose restrictions on businesses that engage in fake engagement. There are tools available that allow businesses to easily solicit reviews from their broader base of customers. For businesses, the key to gathering positive reviews is not manipulation but engagement.

Social Media 195

Social Media 2024 Financial Consumers 195

CSM Magazine

MARCH 13, 2025

How do you know your customers are truly satisfied? Measuring customer satisfaction isnt just about knowing if people are happyits about understanding what drives loyalty, repeat business, and positive word-of-mouth. The Importance of Measuring Customer Satisfaction Customer satisfaction is more than just a feel-good metric.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

CSM Magazine

MARCH 19, 2025

Personalized Interactions AI-powered chatbots analyze previous interactions and provide tailored responses based on customer preferences. In e-commerce and retail, conversational AI recommends products, assists with purchases, and offers personalized deals to enhance customer satisfaction. Companies like NextLevel.AI

Customer Satisfaction 52

Customer Satisfaction E Commerce E-support Banking 52

eglobalis

JUNE 27, 2024

Goals might include improving customer satisfaction scores, reducing churn rates, or increasing customer lifetime value. Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values. Form cross-functional teams to analyze feedback and implement changes.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

eglobalis

MARCH 13, 2025

Engage Cross-Functional Teams : Involve leaders from various departments to ensure organization-wide support and integration of CX initiatives. Emphasize Employee Engagement : Highlight how improved CX can lead to higher employee satisfaction and productivity, creating a positive feedback loop.

Leadership 238

Leadership B2B B2C Net Promoter Score 238

Retently

OCTOBER 16, 2024

As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 billion market by 2027 – this simple addition to your signature could be your key to unlocking deeper insights into customer sentiment. As a result, people are much more likely to engage because it doesn’t feel like an additional task.

Feedback 134

Feedback Customer Satisfaction Touchpoint Communication 134

CSM Magazine

NOVEMBER 26, 2024

A well-designed customer journey has become essential for brand success, with 73% of consumers emphasizing that customer experience strongly influences their purchasing choices. With these tools, businesses can connect proactively, better understand customer needs, and nurture meaningful relationships that last.

Interaction 52

Interaction Engagement E Commerce E-support 52

BlueOcean

DECEMBER 2, 2024

In our world, maybe the guest mentions at check-in that they’re in town for a family member’s graduation – if the agent who checks out asks them about the graduation ceremony, that creates engagement for both the agent and the guest. I look for how engaged a candidate is in this conversation. Are they listening? Does it excite them?

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

InMoment XI

DECEMBER 10, 2024

This information guides product development to better fulfill customer needs and goals. It gives you a competitive advantage: Your product and business improvements will likely enhance customer satisfaction. As a result, youll succeed in retaining and acquiring customers to increase your market share.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

InMoment XI

NOVEMBER 14, 2024

The right social media listening tool will help you analyze customer behavior and competitors to stay ahead of the pack. Key features to look for include: Sentiment Analysis Identifying and monitoring the sentiment behind social media activity helps understand customer satisfaction.

Social Media 195

Social Media Multi-Channel Metrics 2024 195

InMoment XI

MARCH 14, 2025

Improving Customer Satisfaction Performance analysis helps you identify whats working in your contact center and what isnt. When you find the pain points in customer interactions, you know where to focus on your quest to deliver better service, faster resolutions, and improved customer experiences.

Call Center 195

Call Center Metrics Average Handle Time Contact Center 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

Thematic

APRIL 21, 2025

Because keeping business clients happy is far more cost-effective than constantly chasing new ones (it can cost five times more to acquire a new customer than to retain an existing one). In short, understanding your B2B customers deeply isn’t a nice-to-have—it’s fundamental for engagement, loyalty, and growth.

B2B 62

B2B Customer Insights Insights Engagement 62

eglobalis

SEPTEMBER 16, 2024

At a local level , customer-centricity may involve empowering regional teams to make quick decisions to resolve customer issues. Globally , it involves setting consistent KPIs and guidelines for measuring customer satisfaction and ensuring every region aligns with the company’s overall CX vision.

B2B 382

B2B Customer Experience Customer Centricity Omnichannel 382

eglobalis

SEPTEMBER 19, 2024

While many companies focus on strategy, technology, and financial investment as the cornerstones of success, the critical yet often overlooked factor is the engagement and empowerment of employees. Aligning employees’ personal values with the organization’s mission is crucial for maintaining this engagement.

Customer Experience 299

Customer Experience Leadership Innovation Workshop 299

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. Here’s how VFRs enhance customer experience and build trust: 1.

Retail 145

Retail Social Media Technology Brands 145

eglobalis

MARCH 4, 2025

Generative AI is Elevating Conversational Agents The rise of large language models (LLMs) has been a game-changer for conversational AI in customer service. Advanced LLMs like GPT-4 enable chatbots to engage in more natural, fluid dialogues and handle a wider range of queries.

Contact Center 199

Contact Center Virtual Agent Healthcare E-support 199

InMoment XI

AUGUST 17, 2023

Take NPS from a Score to a Strategic Advantage In today’s fiercely competitive business environment, customer satisfaction is paramount to success. Happy customers become brand advocates, fueling growth through positive customer feedback.

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370